Does the Case Manager Have to be Present on Moving Day?

The general expectation when A Move to Remember works with a non-profit organization or housing program is that the case manager is present or available to the moving team, in case an incident arises. We have a strong preference for case managers to be physically present at moves, but also are aware of protocols such as remote work, or COVID-19 Protocols, that may restrict case managers to be present.

Case Manager Being Present:

When a case manager is present for a move, it can make it easier to advocate for the client, or resolve any concerns the client may have in their transition. While A Move to Remember trains its employees to be empathetic, trauma-informed, and focused on assisting in the process of life-skills training, there are answers that our team doesn’t have the knowledge in navigating. This includes handling key pick-ups/drop-offs, disputes between household members, disputes between tenants and landlords, and/or changes in expectations for a tenant’s new residence.

We know that moving can take time, and we want to respect the Case Manager’s time as well. We suggest having a way to do work remotely, if possible when being present on moves. While a Case Manager might not always have to provide support, moves go much smoother when one is presently available to do so.

Case Manager Works Remotely:

If the caseworker cannot be physically present, A Move to Remember requests the caseworker to be available virtually during the time of moving. Most of our moves occur between normal business hours.

If a case manager is not physically present for the move, they should offer all material facts known of the situation surrounding their move. Material facts may include but are not limited to:

• property damage that may become a safety concern or liability when moving
• details about physically present or involved parties that may be defined as “aggressors”
• Accessibility accommodations that the client may require (physical support, emotional support,  a little bit of “packing” support to tie up loose-ends)
• participant or entity’s ability to provide payment for moves if the invoice appears to be higher than the estimate (under the reasonable provision of services).

Any information that may negatively affect and/or positively improve the safety of A Move to Remember and its employees should be disclosed by the customer, participant, or entity prior to engagement of services, or at any time in engagement in which the information becomes known by the customer, participant or entity.

Case Manager Is Unavailable:

A Move to Remember is not responsible for taking decisions regarding factors of move and following clauses on behalf of the organization/entity. If the caseworker cannot be present physically or virtually, A Move to Remember reserves the right to make a decision if any incidents arise, but cannot be liable for any decisions made without the presence of the caseworker.

A Move to Remember and its employees have not licensed trained professionals in any other fields outside of the moving and transportation industry, and in the event that A Move to Remember and its employees may offer any harm reduction services, first aid services, or advocacy services, they are doing so under the good samaritan act.

Moves with Safety Concerns:

Moves that have safety concerns should be pre-planned with case managers, to establish points of contact, a couple of different plans in moving the client, and perhaps solutions for if problems arise. If there are safety concerns, we will schedule the move at a time in which a case manager, or their supervisor, is available to field questions or concerns.

In Conclusion:

We strongly prefer case managers to be physically or virtually present during their client’s moves, as we understand that there is a higher opportunity for a third-party support to be helpful in working with participants or clients of non-profit organizations and housing programs.