Date of Graduation

Summer 8-20-2021

Document Access

Restricted Project/Capstone - USF access only

Degree Name

Master of Science in Nursing (MSN)


Biological Science

First Advisor

Francine J Serafin-Dickson


This scholarly paper will address the case management services serving the Bay Area, specifically concerning the COVID-19 pandemic and the impact it directly had on case management services. The evidence showed that client satisfaction scores declined during the peak of COVID-19. Some clients report not receiving follow-up calls and services in a timely manner and even needing more support during these times. Nonetheless, the aim of this project is to improve Case Management services and improve client follow-up by social workers. Improving survey results to 60% satisfaction and increasing client participation by August 2021.

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