OAN CONFLICT RESOLUTION WORKSHOP May 7, 2025
Conflict Scenario 1
Burnout vs. Service Expectations
Background:
Jamie is a case manager working with clients who are living with HIV and experiencing housing instability. Over the past few months, Jamie’s caseload has increased by 25% due to staff shortages. They’ve expressed feeling overwhelmed and unsupported. Recently, a client filed a complaint about Jamie being dismissive during an intake meeting.
As the middle manager, you are aware of staff burnout across the team. However, your leadership has emphasized that service levels must be maintained to meet funding obligations.
Roles
Role A: Jamie (the burned-out case manager)
Role B: Middle Manager
Role C: Observer(s)
Jamie is a case manager working with clients who are living with HIV and experiencing housing instability. Over the past few months, Jamie’s caseload has increased by 25% due to staff shortages. They’ve expressed feeling overwhelmed and unsupported. Recently, a client filed a complaint about Jamie being dismissive during an intake meeting.
As the middle manager, you are aware of staff burnout across the team. However, your leadership has emphasized that service levels must be maintained to meet funding obligations.
Roles
Role A: Jamie (the burned-out case manager)
Role B: Middle Manager
Role C: Observer(s)