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Documentation That Matters
Documentation That Matters
A Case Management Training Experience
A Case Management Training Experience
Follow Azari, a seasoned case manager, as she navigates documentation errors, a rising crisis, and the power of accurate record-keeping. This interactive case study is designed to teach future case mangers essential documentation skills for case management
IntroductionÂ
IntroductionÂ
Welcome to the 3 - Module Learning Experience
Welcome to the 3 - Module Learning Experience
This training simulation is based on case management industry standards for documentation, creating a universal method that can be used by general case managers.
This training simulation is based on case management industry standards for documentation, creating a universal method that can be used by general case managers.
You'll watch the scenario unfold between Azari, a four-year case manager, and Steward, the Project Manager guiding best practices.
You'll watch the scenario unfold between Azari, a four-year case manager, and Steward, the Project Manager guiding best practices.
Narration will help connect the dots, and at the end, you will complete an assessment to demonstrate your understanding.
Narration will help connect the dots, and at the end, you will complete an assessment to demonstrate your understanding.
Module Brief
Module Brief
Module 1
When Documentation Goes Wrong
Module 1
When Documentation Goes Wrong
Azari discovers gaps in her records while a client faces potential homelessness.
Module 2
When Crisis Strikes
Module 2
When Crisis Strikes
A previously stable client suddenly enters crisis, and documentation becomes critical.
Module 3
Bringing It All Together
Module 3
Bringing It All Together
Azari applies correct documentation steps with Steward's guidance
Meet the Characters
Meet the Characters
Documentation Matters Storyboard
Documentation Matters Storyboard
Module I
Module I
Module II
Module II
Module III
Module III
View the "Documentation Matters" - Scene 2
View the "Documentation Matters" - Scene 2
Module Overviews
Module Overviews
Documentation Errors & Rising Risk
Documentation Errors & Rising Risk
Summary:
Summary:
Azari discovers that her earlier documentation failed to include required elements: timelines, coordination notes, service refusals, and specific contact details
Her client's housing stability is now at risk
Steward reviews proper case management documentation with her
Key Learning Points:
Key Learning Points:
General case management documentation requirements
Importance of accurate and complete entries
How missing details affect care and outcomes
Crisis Emerges: Why Documentation Matters
Crisis Emerges: Why Documentation Matters
Summary:
Summary:
A stable client suddenly experiences a mental health crisis
Azari must capture:
Presenting problem
Leathality
Trauma and substance history
Crisis interventions
Referrals and follow-ups
Steward guides her to connect this to compliance
Key Learning Points:
Key Learning Points:
Crisis documentation requirements
Coordinating multi-agency support
Real-time documentation accuracy
The transformation & Best-Practice Application
The transformation & Best-Practice Application
Summary:
Summary:
Azari demonstrates corrected, compliant documentation
Narrator highlights exactly how each entry aligns with case management documentation procedures
Steward walks the audience through evaluating their own documentation
Key Learning Points:
Key Learning Points:
Proper documentation structure
Avoiding common errors
Building self-review habits
Knowledge Check
Knowledge Check
Can You Document Like a Case Manager?
Can You Document Like a Case Manager?
Learners will:
Watch a short scenario
Choose correct documentation components
Write a sample progress note
Identify errors in an incorrect note
Submit an answer aligned with proper case management documentation
Button: Start Assessment
Downloads & Resources
Downloads & Resources
Downloadable:
Downloadable:
Documentation Checklist (General Services)
Crisis Documentation Checklist
Refusal of Services Template
Links
Links
Full statute text
Recommended mental health case management tools
About This Project
About This Project
This project was created to demonstrate a full range of instructional design, learning development, and storytelling techniques through an immersive, scenario-based simulation. The training follows a narrative arc centered on Azari, a case manager who encounters real-world documentation challenges that many professionals face in the field. By contrasting incomplete documentation with effective, accurate case notes, learners are guided to understand not only what to document but why each detail matters.
Rather than presenting content in a traditional, lecture-style format, this project uses storytelling to maintain learner engagement and improve knowledge retention. The tone is supportive, relatable, and intentionally relaxed—designed to reduce the natural resistance and fatigue that many learners experience when starting new training. The story-driven approach, combined with practical demonstrations, allows learners to see the direct consequences of documentation errors and the benefits of best practices in real time.
This training is intended to serve two key audiences:
New case managers who need a foundational understanding of compliant, client-centered documentation.
Experienced case managers seeking professional development or continuing education through refreshed strategies and updated standards.
The tools utilized in this project include Camtasia, Canva, ChatGPT, Create Studio, and various Microsoft applications. Each tool was intentionally selected to enhance the learner experience through clean visuals, smooth narration, accurate modeling, and accessible multimedia elements.
Ultimately, this training reflects a commitment to developing learning experiences that are engaging, human-centered, and immediately applicable. By blending narrative, instruction, and guided reflection, the project demonstrates how effective training can support both skill-building and meaningful impact within the community.
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