The functions and roles of an ER case manager

Over the past decade, more and more business managers have been using employee relations case managers to improve the level of their internal service and employee care. This can bring a lot of benefits, such as minimising risks with regards to employee issues, enhancing productivity and adding quality to your service. In general, an ER case manager has several major roles that must be performed:

Role 1: Being a gatekeeper

An ER case manager should be a first line of defence against improper conduct. Specifically, within their role they need to be able to:
– Examine all cases related to employee conduct and measure accurate levels of care for the staff
– Provide additional support if necessary and make contact with the designated HR personnel
– Offer clinical analytics support on employee care
– Make sure that the documentation is consistent across all meetings and departments

Role 2: Managing the employee workflow

In this role, an ER case manager should aid in helping employees with their general well being and facilitating and coordinating proper levels of employee care. For example:
– Providing employees with adequate work resources, additional support and training where necessary
– Maintain records on employee performance and conduct levels
– Facilitate and co-ordinate support meetings for staff & HR personnel andlevels of administrative care

Role 3: Assess case management

After determining whether an employee needs any additional employee relations support, an ER case manager then needs to perform a review of the case management. In other words, he or she needs to:
– Identify any issues that need to be corrected or changed and complete a report on the steps made
– Collect information from different staff levels to ensure all details are accurate and detailed
– Facilitate the procedure for an ER case manager to follow-up on the issues at an appointed date

The ER case manager plays an essential role in guaranteeing that all employee support and documentation is complete and accurate. What’s more, it is necessary that he or she should understand the key details of each work department to ensure employee issues are fully covered in documentation. That knowledge can be useful in ensuring the employee is fully supported in their work needs.

It is not uncommon for ER case managers to become one of the most integral figures within a company, as even if they are not in the workplace every day, especially if the role is outsourced to a specialist in this field, they are still always available for support and advice whenever any employee needs them.