The Case Manager is a highly regarded position within the WCGAPS organization.  This position requires client relation skills, knowledge of the WCGAPS organization, basic knowledge of psychology and behavioral science, and great organizational skills.  The use of tact and understanding the concerns of the clients is key.

Many of our clients contact us because they are experiencing strange occurrences in their home or business and aren’t sure where or who to turn to.  They are undoubtedly puzzled and frightened during this time.  They’re requesting help from someone who is experienced in dealing with their situation.  The job of the of the Case Manager is to to try and put the client’s fears at ease by explaining in detail our purpose for investigating, step by step procedures of what we do, and what to expect throughout the process.

Our first step is to record the information obtained during the initial interview process, which is conducted by phone.  This is accomplished by using a “Question and Answer” form that goes over detailed questions with the client, including dates and times of occurrences, who was present, description of what was experienced, and location information.  The second step is to introduce the client’s information from our online client database to the WCGAPS administration.  The database is used for date and time record so that the viewing members will have access to an accurate record on all client relations and what was said.   Client Relations is our number one priority!  We emphasize to the client that they can contact us at any time before, during, or after and investigation to express any concerns they may have.  After the Founder and the admin reviews the case, the priority and date is set for the investigation.  Priority is determined by the case load that WCGAPS currently has, the seriousness of the case, and the ages of those involved.  Cases involving children always take high priority and in some situations, the Founder may decided to rearrange investigation schedules in order to accommodate a case with priority.  After that, the client is contacted and a suitable date is confirmed, this information is then entered into our project management database and considered an open case.  From this point the Founder or Case Manager will assign certain tasks for WCGAPS members to do before an investigation.

Example of WCGAPS Research and Task Assignments:

1.  Property Research (Location information, square footage of the building(s) to determine how many members to bring to investigation, layout of the structure, building codes, etc).
2.  Research on individuals at the home (Number of family members, names, ages, medical conditions, medications, animals in the home, etc).
3.  History of the property (Title history, deaths, prior investigations, claim sources, etc).
4.  Location Data (Geology of the land, geothermic and seismic activity, atmospheric conditions, magnetic fields, solar activity, etc).

A week prior to the investigation, the Case Manager will contact the client to verify and confirm all arrival and investigation plans.  At this time the same “Question and Answer” information sheet will be used to verify all information including any new occurrences experienced.  Also a summary sheet of the investigation is uploaded to our project database for administration viewing (not all members view this information as WCGAPS approaches each investigation from an object point of view).

On the night of the investigation the Case Manager will participate in the walk-through along with the Founder and Tech Manager guided by the client after introductions.  The client usually feels comfortable with the familiarity of the Case Manager.  During the investigation all questions and concerns should be directed to the Founder or the Lead Investigator as it is their decision to speak to the clients during the investigation or if there is activity occurring, they will make sure that the client feels comfortable and at ease with the situation.

Following the investigation, the Case Manager will continue to keep the client informed throughout the reviewing process and discuss any concerns the client may have.  When the Founder has reviewed and made conclusions from the evidence, he will contact the client to set up and give out the results during a reveal session.  The Case Manager will continue relations with the client to make sure the case is resolved or can be of any assistance in the future.

As with any business, it is our mission to provide the best service possible to our clients, by listening to their needs, providing solutions and being informative every step of the way – This is the role of a WCGAPS Case Manager.