Working in the human services sector can be complicated and overwhelming, which is why many organizations use case management systems. These platforms and apps help improve case management practices by compiling information and automating responsibilities. This gives caseworkers more time to focus on their clients' needs and other business processes. What does Diversity, Equity and Inclusion even mean? Diversity has been discussed for decades, primarily within the realm of racial, gender and ethnic identities. That is a narrow definition, when in fact there are other differences among people to understand. Socio-economic backgrounds as well as current circumstances influence clients’ perceptions. A wider lens on diversity considers clients’ culture, neurodiversity, religion, sexual orientation, and gender identity. Your clients may have other differences as well, considering it’s tough to create an exhaustive list. Measuring the diversity of your clients can demonstrate whether your organization is reaching all of the people who may be eligible for its services and looking for ways to engage underrepresented groups. Equity applies to outcomes, not inputs. In other words, people’s needs are not the same for achieving the same goal they may have in common. If you shoot for a certain outcome for all of your clients, they will need different interventions and support to get there. Consider the picture from the Interaction Institute for Social Change. All of the children have a goal to see over the fence. On the left all of the children received the same sized box to boost them. In the picture, the first child is tall enough to see over the fence without a box. It is a wasted resource. The middle child has a box perfect for his height. This box solved his problem efficiently. When the same sized box was given to the third child it did not solve his problem because it was inadequate, even if it was the same as the others. But the right side of the picture reveals how redistributing the boxes equalized the children’s outcomes. All of them could see the game beyond the fence by getting exactly what they needed. Inclusion refers to how your clients experience your organization, services and you. Think of it as a form of psychological safety. Do your clients feel respected and accepted? Can they tell you the truth of their lives without fear of judgement? And if they experience a disturbing reaction, do they have meaningful redress? Creating an inclusive environment means clients feel safe to spend time with you, around your co-workers and throughout the physical space. They are more likely to open up and share information they would otherwise hide. You are trained to listen without bias or judgement when they describe their circumstances. But with a diverse set of clients your responses to them can feel different even if you are delivering them in the way you think it’s appropriate. At its heart, you and your agency are adapting to your client’s culture, as opposed to expecting them to adapt to yours. Benefits of a DEI Focus Many organizations have accepted the ideals of DEI conceptually. They may have worked to put principles in place, but have not really measured whether they are achieving them. In fact, employees may perceive that their desire to help a diverse population may automatically lead to a sense of inclusion and equity among the clients. But this desire is a motivation, not an outcome. Setting measurable DEI goals will require social service practitioners like you to understand the unique needs and perspectives of diverse clients more intentionally. This greater understanding will help you determine the interventions that are most likely to serve their clients. It will also lead to more productive conversations with clients where you can work together for better problem-solving. Gathering the DEI data can document the ways our social and economic systems are inequitable and have built in barriers to success for the very people social services are designed to help. When you track the data and can show how the systems are failing you are contributing to the big picture. This is useful for advocacy either by social workers individually or through professional associations. The benefits of client rapport go both ways. You, as a case manager, can experience burnout from feeling like you are getting nowhere with your clients. If you are not communicating in a way that reaches them based on their cultural and social norms they are less likely to respond to your advice and efforts. When they engage and actively work in resolving their issues you will gain satisfaction as their service provider. Setting Your DEI Goals The most successful DEI goals are actionable, measurable, and transparent, with timelines and identified parties who are responsible for overseeing the work and reaching your goals. This is just as true for any effort to set standards and create action steps for improving DEI outcomes. Before you can establish activities to improve DEI outcomes you must know what you want to accomplish. This begins as a high level view of the typical person profile you serve versus the range of client profiles that could benefit from your services.