In looking for new ways to assist a client, Circle Case Management’s Nicola Weller devised a bespoke and innovative way of supporting him to achieve his goals – with her work now helping to change the lives of other clients.
NR Times speaks to the award-winning marketing and events manager
From the desire to use all available expertise to help a client with a brain injury to achieve his goal of setting up his own business, has come a new and innovative model in delivering ‘outside the box’ support.
In assisting a case manager colleague at Circle Case Management, the company’s marketing and events manager Nicola Weller has delivered an accessible and truly life-changing way of empowering a client through the creation of bespoke video content.
Through bitesize tutorials covering all aspects of establishing his business – covering topics such as what is marketing, what is PR, setting up a Facebook account and how to sell on social media – Nicola has now created around 40 videos, all supporting the client to achieve his goal.
Now, several months later, the client is running a thriving Facebook-based business which is generating profit and has fast-growing numbers of followers – but crucially has given him back his independence, confidence and self-esteem.
And in recognition of her efforts in this case, Nicola was awarded the case management (internal) supporter of the year at the CMSUK Awards 2022 – following case manager Maria Morris, who received an accolade from VRA for the same pioneering initiative.
“The main goal of rehabilitation is helping somebody back either to how they were pre-injury, or to give them enough tools and confidence to be able to re-engage in independent life. Our client has absolutely smashed his goals in this case, and our very bespoke support has enabled him to do that,” says Nicola.
“He’s fully motivated and is really happy, because now he has a reason to get up on Monday mornings. He has a structure, he has a routine back and he feels like he has a role in society again. It has been life-changing for him.
Nicola Weller with her CMSUK Award
“He wanted to set up his own business and we gave him the tools to do it – and by us empowering him to do it, that has been so much more impactful than if we just did it for him.
“There isn’t enough business support for disabled people, and I think that if us as professionals can help in any way, then we are well placed to do that. We understand our clients, we know their back story, and we have the skills to help propel them further toward their goals.”
The innovative approach is demonstrative of the new strategy Nicola – whose background spans communications, marketing, sales and business development – has introduced into Circle, with digital and video content playing a key part of its forward-thinking approach.
“I was working with our rehabilitation case manager Maria and discussing this particular case, and I realised from what she was telling me about this client that I had skills and expertise that could help,” says Nicola.
“We are very keen to push boundaries and make positive change at Circle, and while me becoming involved in this way might not have been a traditional thing to do, I have always enjoyed thinking outside of the box and I knew I could make an impact.
“From speaking to the client, I could see how badly his executive function had been affected through his brain injury, so I realised we could make something bespoke for him which would enable him to understand – we could use video, with big text, with sounds, addressing issues in small chunks.
“We trialled the approach and it was really well received by the client, but also by his support network, who were able to take part in supporting him if needed and in understanding what he was doing and trying to achieve.”
And from the involvement of Nicola in the client’s rehabilitation and the sharing of her expertise – a substantial part of which she did on a voluntary basis, in her own time – he was able to achieve one of his biggest goals.
For Nicola, this is indicative of how effective the skills of the wider workforce or network in a case management company can be.
“I really hope the success of this project is a reminder that in case management, you’ve got a team of professionals who sit in your head office, and they could be really valuable to your clients,” she says.
“Whether you’re a secretary or work in HR, you have skills that could help a client get one step closer to their goal. I would love other case management companies to look at what we’ve done and see if this approach could help any of their clients.
“When I tell people about what we’ve done, they often remark that it’s quite a simple idea and why didn’t they think of it – but I think sometimes, it’s not until you have a specific problem and hit that wall in solving it that you find the solution.
“In this case, I’m so pleased that I could help and I’m so pleased my award has helped to draw attention to it. If one thing could come out of me winning this, it would be for others to consider doing something similar, because I’ve seen for myself how important it has been.
“Being involved in a client’s case in this way was something new, but the feeling of job satisfaction and knowing I’d made a difference to someone’s life was very special.”
Nicola is now implementing this approach with other clients, including one client with a brain injury who is now becoming a public speaker to share his experiences.
“This client is from a business background, so I didn’t need to tell him how to market – but public speaking and essentially building your own brand is something totally different,” she says.
“I’m really enjoying doing this kind of work with this client and others. I have seen how valuable my insight and input can be, so to use it in other situations is fantastic and a genuine privilege. It also shows just how we work at Circle – we are always looking at how we can do things different and better, to do the absolute best we can for our clients.
“Case management is changing and we are really pleased to be seen as one of the names in helping to drive it forward – and I’d absolutely love to see others follow our lead in this instance, and using the expertise they have in-house for the good of the clients.
“Clients are the priority for absolutely everyone at Circle, and we’ll do anything and everything we can to make a difference to their lives and rehabilitation.”
* For support or guidance in creating content of this kind and offering additional ways of supporting clients, contact Nicola via circlecasemanagement.com or by calling 01297 24145
