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Conclude for stakeholders whether the findings support the need for process changes or improvements, or if process analysis support is needed to identify root causes of a particular problem.  


Explain whether the case manager displayed empathy or compassion. Why is it important to display empathy or compassion when working with a client/consumer?  


Explain if the case manager developed a rapport with the client or not. Explain if the case manager’s behavior was effective or not. Provide some constructive criticism of the case manager.