In order to develop a case plan for support and services, case planners involve the parents in determining goals and service plans for the family so that families have a voice in determining what is best for their child. When children are old enough, case planners also include them in developing service plans. Each case planner spends time with families at their homes so that the case planner can develop a clear and accurate picture of the type of support families need and the particular issues they face in their home environment. This also allows the case planner and family to develop a deeper relationship.

Case planners have the dual role of being professional social workers and coaches to parents. The coaching role is based on the philosophy that most people learn by having someone they trust guide them when they are unsure or do something incorrectly. Case planners insure that families receive the individual and family counseling they need. They also advocate for children and families and help families with issues such as school, employment, housing, Temporary Assistance to Needy Families (TANF) and/or health care.