There's more than meets the eye: the nuances of case management.

In this exploratory study, 50 mental health case managers from 2 Midwestern states were interviewed to capture their observations about the consumers they serve; aspects of the job they like and dislike; and their beliefs about the concept, process, and possibility of recovery from mental illness. The nature of the professional relationship in case management is described from the perspective of these professionals, as well as the methods these informants identify as key to the helping process. It is argued that effective case management requires complex and nuanced professional skills that might go unrecognized and underappreciated in community mental health.