The service users‘ perspectives have not received much coverage in the professional discourse of case management up until now. Despite action-oriented principles such as client orientation, consistent involvement, and user representation, little has been known about the experiences of case management users. At the same time, there are professional standards which could serve as an invitation for service users to reflect their own experiences with case management if tailored according to their needs as the target group. Such a reflection of case management users may contribute to assess whether and to what extent the case management experienced by users meets the professional requirements for this concept for action.

The experiences Social Work service users made with case management are placed at the center of the project. To collect user experiences, information and reflection instruments are developed. The research group is oriented towards the Standards of Social Work Case Management published in the beginning of 2019 by the Austrian Association for Social Work.The results could offer valuable insights for further development of case management in theory and practice.