By Kelley Norris, Deputy Director, CMSA
Working behind the scenes at CMSA offers a front-row seat to something truly special. As Deputy Director, I have the unique honor of supporting a community of professionals whose life’s work is centered on one mission: helping others.
Case managers are some of the most compassionate, resilient, and skilled individuals I have ever encountered. They are problem-solvers and advocates; quiet heroes who bring order to chaos and light to what can often feel like the darkest moments in a person’s life. And each time I witness their dedication in action, I am both awed and inspired.
One of the greatest joys of this role is attending our CMSA Annual Conference each year. For me, it’s more than just an event, it’s a celebration of human spirit and professional excellence. The energy is palpable from the moment the doors open. Members and volunteers greet one another like long-lost friends, their laughter and stories echoing through the halls. There’s an undeniable sense of purpose and pride. I see it in every concurrent session, every networking event, and every spontaneous hallway reunion.
These professionals, many of whom work without adequate recognition, come together not just to learn and grow, but to uplift one another. They share ideas, best practices, and the kind of hard-earned wisdom that can only come from years of walking alongside patients and clients during their most vulnerable times.
But my appreciation for case management isn’t just professional, it’s deeply personal.
Fifteen years ago, my father was diagnosed with cancer. It was the start of a long and difficult journey involving countless doctor’s appointments, a complex medication regimen, chemo, radiation, a stem cell transplant, physical therapy, surgery and a stay in rehab. My mother, determined and dedicated, managed every aspect of his care with fortitude. But it took a toll: emotionally, physically, and mentally.
At the time, we didn’t know about case managers. We didn’t know there were professionals whose entire job is to coordinate care, ensure patients don’t fall through the cracks, and support families navigating complicated medical systems. We didn’t know there was someone who could have lightened the load my mother carried so bravely.
Looking back, I sometimes think about how different things could have been with a case manager by our side. And that thought strengthens my commitment to CMSA’s mission every single day.
Case managers are a gift. They bring comfort, clarity, and dignity to people when they need it most. And while I’m far removed from the frontlines of care, I am proud to play a small role in supporting the work they do. To be part of an organization that equips, celebrates, and advocates for case managers is an honor.
To all the case managers reading this: thank you. Your work matters more than words can express. And to those who support case managers, whether through administration, education, or simply by telling people like I do, “Ask for a case manager,” thank you for lifting up the people who spend their lives lifting up others.
The Case Management Society of America (CMSA) is the leading, oldest, and largest membership association providing professional collaboration and education across the healthcare continuum. If there is a patient, there is most likely a CMSA member providing their Case Management. As a member, you gain exclusive access to benefits such as timely case management knowledge through publications, events, and access to 150+ pre-approved continuing education courses, free online, 24/7*. In addition, you’ll join a vast community of Case Managers practicing across the care continuum and at every level of practice. Learn more about pricing and join now by clicking here: https://cmsa.org/membership/join/