Abstract
In this paper is described the first steps taken toward building an operational model of case management. Case management is a tool for coordinated services delivery when selection requires specialized skills or knowledge, there are a multitude of providers, and access involves difficult-to-navigate processes. First is presented a discussion of the domain-diverse research approach, and the meaning of case management. Then, a representative history of healthcare delivery is presented to provide background for the current fragmented state of service delivery. Next, the project team's efforts are presented: describing the process of case management; investigating the flow of information through the system using communication theory; and partially deconstructing the system using Conant's method. Finally, proposed future work is discussed.