DESC – Restoring Compliance and Compassion in Case Management

When DESC lost its Emergency Financial Assistance supervisor, the caseload fell on a single case manager—and something felt off. Referrals slowed, results were murky, and despite high demand, fewer families were getting help. DESC called in Wirth Works to uncover the root of the issue.

We rolled up our sleeves and worked directly alongside the case manager, conducting a simultaneous audit. The findings were clear: incomplete case files, inconsistent service delivery, and a system in distress. We developed a performance improvement plan, offered coaching, and—when necessary—guided the process through a respectful and compliant staff transition.

But we didn’t stop there. We brought in a subject matter expert to build new standard operating procedures and mapped a streamlined, fully compliant case management process. The program is now running at full fidelity, with quality controls and safeguards in place.