Meet the case manager: Jenny Webster, Westcountry Case Management

We hear from Jenny Webster of Westcountry Case Management about her journey into case management and her experiences in the role so far.

How would you describe your role?

My role involves assessing a client’s initial and ongoing needs, facilitating the necessary support, coordinating a multidisciplinary team, liaising with statutory and private clinicians, and providing ongoing monitoring and adjustments to the plan as unexpected situations arise.

I primarily work with clients who have sustained catastrophic injuries such as traumatic brain injuries, birth injuries, and spinal injuries.

How did you get into case management? 

I returned to Cornwall in 2010 and was tasked with assisting a young client who had undergone double amputation after a motorbike accident.

I learned about the role from the case manager and approached Westcountry Case Management, where I’ve been fortunate to work as an associate ever since.

What aspect of the job do you enjoy most?

I enjoy working with clients and their families during vulnerable times, making a difference in their quality of life.

I love that each day is unique; one moment I’m chairing an MDT meeting, the next I’m solving unforeseen problems. I also value working within my local community and building relationships with other professionals, both public and private.

How vital a role does case management play in the rehabilitation process?

A case manager plays an important role in the rehabilitative process, provided they are proactive and do not create additional work for the individual and those around them.

Having comprehensive knowledge and awareness can reduce unnecessary pressures on the client and enhance their chances of achieving positive outcomes.

How do you work collaboratively with other services?

Collaborating with other services is essential to my role.

I develop and sustain strong relationships to provide clients with comprehensive support.

Openness, clear communication, and mutual respect are crucial for a shared understanding of client goals.

When challenges arise, finding practical, client-centred solutions helps achieve better outcomes for those we support.

Can you share an example of a particularly memorable outcome for a client?

Supporting a client and her family to move into a new adapted housing association property after an extended hospital admission was a great outcome.

We worked so hard to get the house ready for her and this included my putting together flat pack furniture which is definitely not my forte!

Would you recommend a move into case management? What skills do you need?

I love my job, but it sometimes makes balancing life and work challenging!

In terms of skills, proactivity is essential, as well as the ability to problem-solve, plan, and coordinate while maintaining flexibility due to potential changes beyond one’s control.

Adaptability in interpersonal skills is crucial depending on who you are communicating with. Finally, you do need to have a sense of humour and not take everything personally!

Can you tell us something interesting about yourself?

I genuinely enjoy the process of writing reports—there’s something rewarding about untangling complex situations, identifying key details, and presenting them in a clear, structured, and professional way!