With a career spanning statutory social work, international experience and now specialist case management, Jessica Lagerstedt brings a unique blend of insight, empathy and precision to her role.
We sat down with her to explore her journey and her thoughts on case management and neuro-rehabilitation.
Q1. Can you tell us a bit about your background and how you ended up in case management?
I’m a qualified social worker by background so when I came to the UK I started straightaway in statutory services.
After 10 years I began to feel I wanted to do something different. A neuro OT colleague, mentioned that social workers can work privately as case managers.
Once I explored it, I realised how many skills transferred naturally; assessment, understanding needs, coordinating support and writing detailed reports.
Even though some companies told me they didn’t hire social workers for case management roles, I found a company that did and never looked back.
Q2. In your view, how large a role does case management play in neuro-rehabilitation?
The case manager has a crucial role.
We bring everything together; assessing the client, understanding their needs, coordinating therapy, linking with statutory services, supporting the family and ensuring that everything is aligned.
Neuro-rehab is complex and holistic, and the case manager is often the person who understands the whole picture.
A case manager bridges the gap between health, social care and the legal process, helping rebuild the person’s quality of life.
To do that well, you must really know your client. No two people are the same, and there is definitely no “one size fits all.”
Q3. What key factors should someone consider when selecting a case manager?
Of course, qualifications and experience are essential, but a mutual connection is equally important. The client needs to have trust in the case manager, without it, nothing will work.
The solicitor must also feel they can work with the case manager and being able to build a rapport with all stakeholders is key. Organisation and attention to detail are crucial too, as the role involves coordinating many aspects of someone’s life behind the scenes.
Being able to coordinate client appointments, therapy as well as follow up with various enquiries with suppliers, therapists, GPs, the list can be extensive and is all about multi-tasking. Attention must also be on documentation to ensure all activity is recorded for the litigation process.
Q4. How do you like to work with clients and ensure the Multi-Disciplinary Team (MDT) is coordinated?
My approach is very person-centred. I start by understanding the client’s priorities and ensuring the MDT is aligned with them.
Everyone needs to know what the others are doing and be working in the same direction.
MDT meetings are important but so are one‑to‑one conversations with therapists, checking in, aligning goals and maintaining strong working relationships.
When the MDT is well‑coordinated, the client is able to focus more comfortably on their own progress.
Q5. Is there a particular client outcome you’re especially proud of?
Yes, one stands out, a young adult with a brain injury. When I first met her, she spoke very little and everything went through her mother.
She later told me she felt unheard because people spoke to her mother, instead of her. I found out her favourite music artist, and used that to build a connection which changed everything.
She began to open up, look me in the eye and trust me.
The therapists I brought in also listened to her directly, and her confidence grew enormously. It was a huge personal outcome for me that she felt heard, valued and supported.
Q6. Have you faced challenges within MDTs, and how have you overcome them?
Luckily, I’ve not had any major issues. In the past there have been differences of opinion about managing risks or approaches.
Instead of letting it escalate, I would speak to the therapist outside the MDT meeting. Understanding each other’s viewpoints and communicating openly has always resolved things.
Everyone brings their own professional background, and that’s a strength. Communication is the key to keeping the team cohesive.
Q7. Would you recommend a career in case management, is it right for anyone with a healthcare background, and what skills really make a difference?
I would recommend it but it’s not for everyone. It’s challenging, and there is no script.
It’s extremely rewarding, especially when you see real progress and meaningful change in someone’s life after a traumatic injury.
You must have strong communication skills, genuine interest in people, adaptability and very high levels of organisation. You are always learning.
A colleague once said, ‘there’s no role that is equivalent and entails so much as case management, unless you think about a mother’s role.’
Q8. Why do you think Emma Way Associates stands out?
I worked for a large company previously, and it felt slightly impersonal.
When I met Emma Way I sensed her depth of knowledge immediately and I had a chat with Lauren Ellis who is a really amazing case manager.
I felt I could learn so much from both of them, little did I know the rest of the team are also highly skilled.
At Emma Way Associates, the client is truly at the centre. The team is warm, supportive and very experienced.
You work independently, but you’re never alone, there’s always support when you need it.
Q9. Do you think case management is gaining more recognition, particularly with the Institute of Registered Case Managers (IRCM). What do you think the future looks like for the profession?
It’s still early, but I think the IRCM will have a positive impact. It helps define case management as a valued, professional role rather than something people don’t fully understand.
It brings standards, clarity and confidence for clients, families and professionals.
Q10. What is life like for you outside of work? Can you share a fun fact that most people wouldn’t know about you?
I moved to the UK in 2008 for what I thought would be a short stay and never left. I’m very into being healthy and exercise six days a week. I enjoy yoga and I’m close to achieving the splits!
I also run and strength train. I grew up skiing from the age of 2 in Finland, and competed at national level until I was 18. I still ski now and take my two young sons, who are now learning too.
My family multicultural, I’m Finnish, my partner is Ugandan, I speak Swedish (my first language) with our boys while we use English as a family.
It’s an unusual mix, but it works beautifully.
Find out more about Emma Way Associates at emmaway.uk
