Resources
Post a Job
 Special offer 

Jumpstart your hiring with a £100 credit to sponsor your first job.*

Sponsored Jobs posted directly on Indeed are 65% more likely to report a hire than non-sponsored jobs**
  • Visibility for hard-to-fill roles through branding and urgently hiring
  • Instantly source candidates through matching to expedite your hiring
  • Access skilled candidates to cut down on mismatched hires
*The £100 Sponsored Job credit offer is only available for new accounts in the UK that post a job and expires one year after account creation. Upon expiration of the credit, users are charged based on Sponsored Job budget. Terms, conditions and quality standards apply **Indeed data, United Kingdom, Q2 2024

Case Manager Interview Questions

Edited by Indeed Employer Content Team
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

Whether you are preparing to interview a candidate or applying for a job, review our list of top Case Manager interview questions and answers.

  1. How do you build trust with your clients? See answer
  2. How would you respond if a client reacts negatively or aggressively toward your suggestion? See answer
  3. What do you look for when investigating allegations of abuse? See answer
  4. Why are you interested in working with our clients? See answer
  5. Tell me about a time when you had difficulty communicating with a client. How did you resolve the situation? See answer
  6. Why do you want to pursue a career as a case manager? See answer
  7. Describe a time you had a problem at work with a client or colleague. See answer
  8. How do you find the appropriate resources for your clients? See answer
  9. What methods do you use to manage your time at work? See answer
  10. How do you show cultural sensitivity in your role as a case manager? See answer
  11. How do you assess the care your clients receive from other service providers? See answer
  12. What do you consider most challenging about working as a case manager? See answer
  13. How do you manage stress while working? See answer
  14. What would you do if a client needs help when you’re about to leave for the day?
  15. How do you ensure you keep your clients’ information confidential and safe?
Show more questions Show fewer questions

Ready to get started?

Post a job

Ready to get started?

Post a job
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Case Manager Interview Questions and Answers

How do you build trust with your clients?

Case managers work with clients to connect them to valuable resources and services. They may encounter sensitive situations, so building trust is crucial to the success of these relationships. What to look for in an answer:

  • Strong communication, listening, and interpersonal skills
  • Willingness to help others
  • Friendly demeanour

Example:

"When I meet new clients, I introduce myself and explain my role as a case manager. Then I ask them what they need, writing notes to show I'm listening. I also try to be as transparent as possible to establish trust. For example, if they request something that I can't provide or a request is taking too long, I explain why to help them understand."

How would you respond if a client reacts negatively or aggressively toward your suggestion?

Case managers sometimes encounter clients who don't agree with their suggestions. This question helps assess whether candidates can handle individuals with opposing ideas and react to such situations rationally and logically. What to look for in an answer:

  • Ability to handle criticism
  • Problem-solving skills
  • Calm demeanour

Example:

"I take a deep breath and respond calmly. I let them voice their concerns, and then I discuss why I thought it was the right solution for them. If they still don't accept the suggestion, I work with them to discuss other options until we find one that makes both of us feel satisfied."

What would you do if a client needs help when you're about to leave for the day?

This question helps you assess candidates' priorities. A good case manager aims to provide excellent service to their clients, helping fulfil their needs while upholding the organisation's reputation. What to look for in an answer:

  • Commitment to providing quality help and care
  • Ability to emphasise with and focus on patients' needs
  • Critical thinking skills

Example:

"I'm willing to adjust my schedule to listen and attend to clients' needs, even if it means staying at work later. I want them to know I value them and want to help. If I can't help at that moment, I give them the contact information of a colleague who's on shift."

What do you look for when investigating allegations of abuse?

Case managers might need to investigate allegations of child, elder, or other forms of abuse for their clients. This question assesses whether they have relevant experience and feel comfortable performing this responsibility. What to look for in an answer:

  • Experience with social or protective services
  • Ability to identify indicators of abuse or neglect
  • Experience removing clients from unsafe environments

Example:

"When investigating allegations of child abuse, I typically check patients for factors such as injuries, bruises, and withdrawal. During my investigations, I'll also assess whether the patient seems fearful of their caretakers or environment. If I've found signs of abuse, I take the necessary steps to remove them from the situation to ensure their well-being."

Why are you interested in working with our clients?

Case managers work with particular types of clients depending on their role or organisation. This question assesses their interest in working with your target group, which can prove their passion for the job. What to look for in an answer:

  • Experience working with the target group
  • Willingness and readiness to work with the target group
  • Personal examples that show passion for the job

Example:

"I felt inspired to pursue this profession because of the care I saw my grandmother receive from a case manager. I've focused my career on serving elderly clients and would love the opportunity to continue this mission at your organisation. I understand the difference that this position can make not only on individual clients but also their families."

Tell me about a time when you had difficulty communicating with a client. How did you resolve the situation?

This question assesses candidates' ability to align their communication style with clients' needs to ensure their understanding. Effective communication can lead to better relationships and client service. What to look for:

  • Effective verbal, written, and visual communication skills
  • Flexibility
  • Patience

Example:

"I had a client who struggled to understand the care plan I created. I printed a copy, allowing them to read along as I went over each step slowly and clearly. After describing each step, I asked if they had questions. While this took extra time and I had to repeat information, I was happy to do it because it helped them understand it."

Why do you want to pursue a career as a case manager?

When candidates enjoy what they do, it can make them more productive and successful. This question helps you understand why candidates want this role and whether they meet your organisation's standards. What to look for:

  • Passion for the case management field
  • Understanding of the role and its responsibilities
  • Professional commitment

Example:

"As a child, my family struggled and had case managers help us through them. They set us up with a safe and comfortable home and helped my parents find stable jobs. I'm grateful for their services and hope I can make a similar impact on other vulnerable families' lives. My personal experiences give me empathy and compassion that help me go above and beyond for my clients."

Describe a time you had a problem at work with a client or colleague.

Case managers can encounter difficult situations with the people they work with, and this question assesses their ability to handle them. They need this skill to stay focused and navigate challenges productively. What to look for in an answer:

  • Experience managing difficult situations
  • Conflict resolution skills
  • Communication, listening, and collabouration skills

Example:

"I had a client who became angry when they had to go to a rehab facility. I calmly explained what their time at the rehab facility would entail and how it would help them. Throughout their treatment, I checked on them regularly to show I cared and wanted to see them succeed."

How do you find the appropriate resources for your clients?

This question can assess the steps candidates take to identify services in both familiar and unfamiliar environments. Case managers find solutions that support their clients to achieve goals and improve their lives. What to look for in an answer:

  • Research and evaluation skills
  • Collabouration and relationship-building
  • Resourcefulness and motivation

Example:

"At my first job, I worked in an entirely new environment. I relied on my colleagues to connect me to local service providers and resources, then built connections with those employees. Building these partnerships helped me feel more comfortable referring my clients to their services because I knew I could trust them."

What methods do you use to manage your time at work?

Case managers handle many job responsibilities, including seeing multiple clients per day. This question assesses their time management skills to ensure they accomplish their tasks effectively and stay productive. What to look for in an answer:

  • Time management and organisational skills
  • Ability to set priorities
  • Specific tools and processes

Example:

"Each day, I create a to-do list from high to low priority. I also have a virtual calendar that I adjust throughout my day, including blocking out extra time in case something unexpected arises that I need to address. When scheduling appointments, I usually add at least 15 extra minutes to the calendar event to ensure I provide sufficient time for our meetings and avoid time conflicts between them."

How do you show cultural sensitivity in your role as a case manager?

Case managers sometimes work with clients from diverse backgrounds who follow different cultural practises or speak other languages. Candidates must show the steps they take to overcome potential barriers and provide excellent service. What to look for in an answer:

  • Cultural awareness
  • Problem-solving skills
  • Respect for others

Example:

"In one of my first jobs, I had a client who spoke little English. Because no one in my office spoke his language, I sought an interpreter who attended our meetings and provided translations. Together, we identified the client's needs and connected him to relevant financial assistance programmes. Despite our initial challenge, I'm glad I found a solution that allowed me to provide the help he needed."

How do you assess the care your clients receive from other service providers?

Case managers refer clients to agencies and service providers to address their needs, such as housing, medical treatment, and legal assistance. To provide excellent care, they must evaluate programmes carefully and thoughtfully. What to look for in an answer:

  • Experience performing evaluations
  • Research and interview skills
  • Critical thinking

Example:

"Before my client engages with the services I refer them to, I develop goals with them about our desired outcomes. I use these goals to assess their progress and determine how well the programme works for them. It's important to address both sides of the situation, so I gather feedback from my clients and the service providers to help make my decision."

How do you ensure you keep your clients' information confidential and safe?

Case managers keep records of clients' information in various formats and have a responsibility to protect it. This skill helps maintain trust with clients and confidence in your organisation. What to look for in an answer:

  • Understanding of confidentiality practises and procedures
  • Ethical behaviours
  • Ability to separate work and personal lives

Example:

"Maintaining trust with clients is crucial to this job. I store digital records in password-protected systems and only share the information with authorised personnel. If I take physical notes, I lock them in an office cabinet to prevent anyone from seeing them. I also never share information about clients with my family or friends, no matter how minor it may seem."

What do you consider most challenging about working as a case manager?

This question helps determine whether candidates understand the sometimes tough duties of a case manager. It also allows you to identify potential struggles and assess whether they can meet your expectations. What to look for in an answer:

  • Understanding of challenges associated with case manager roles
  • Prior experience as a case manager
  • Willingness to adapt to and learn from challenges

Example:

"I recognise I may encounter situations beyond my control. For example, I've had clients who refuse my help. In this situation, I want them to know I have their best interests in mind, so I'll agree to step away if we can't find a compromise. I'm willing to accept and embrace challenges because I know I tried my best and feel rewarded when I get opportunities to help others."

How do you manage stress while working?

Case managers can encounter stressful scenarios while working. They must understand how to address and manage stress appropriately, so it doesn't interfere with their work or affect their clients. What to look for in an answer:

  • Emotional intelligence
  • Use of stress management techniques
  • Willingness to seek help from colleagues

Example:

"When stressful situations arise during work, I find it helpful to take deep breaths and a brief break when possible. I usually try to take a walk and get some air to refresh and calm my mind."

Three individuals are sitting at a table with a laptop, a disposable coffee cup, notebooks, and a phone visible. Two are facing each other, while the third’s back is to the camera. The setting appears to be a bright room with large windows.

Ready to get started?

Post a job

Explore Interview Questions by Title

No search results found

    Related articles

    How to conduct a job interview
    Read article
    Best practices for virtual interviews
    Read article
    How to write a candidate rejection email
    Read article