Balancing the Impossible? Managing Unrealistic Expectations from Clients and Legal Teams

Case managers are often the calm in the storm — coordinating complex care plans, managing multiple stakeholders, and advocating for clients in high-stakes, emotionally charged environments. But amid this, they’re frequently met with expectations that are not just demanding, but unrealistic.

Understanding where these expectations come from, and how to manage them without compromising your own wellbeing or professional boundaries, is key to staying effective and supported in the role.

1. The Source of Unrealistic Expectations

Unrealistic expectations can come from multiple directions:

From Clients and Families

• Immediate access to services: Clients often expect that support will begin instantly, overlooking delays due to funding, staffing, or regulatory approval.

• 100% availability: Some expect you to be “on call” at all hours, confusing care coordination with personal crisis support.

• One-size-fits-all fixes: They may expect solutions without understanding the complexity of injury, trauma, or the legal process.

• Emotional dependency: Case managers may become the emotional outlet or surrogate decision-maker in families under stress.

From Legal Teams

• Therapeutic outcomes on a deadline: Solicitors may expect measurable improvements in a client’s wellbeing within fixed legal timescales.

• Total allegiance: Some expect the case manager to prioritise legal strategy over clinical need, creating ethical tensions.

• Instant reporting: Tight turnaround times for detailed updates, reports, or cost justifications that ignore the reality of case complexity.

• Budget miracles: Expecting high-quality provision with limited funding.

2. Why Expectations Become Unreasonable

• Lack of awareness: Legal professionals and families may not understand the limits of the case management role.

• Emotional distress: High-stakes situations can drive people to seek certainty, control, and instant solutions.

• Communication gaps: Without clear early conversations, assumptions about your role can take hold and become entrenched.

3. How to Manage and Reset Expectations

1. Set the Frame Early

• At the point of instruction, clearly explain the scope of your role and what clients and legal teams can realistically expect.

• Use written summaries and onboarding packs to reinforce boundaries and timelines.

2. Stay Clinical, Stay Professional

• When emotional transference occurs, stay grounded in your professional role. Empathise, but don’t absorb.

• Use supervision and peer support to process emotionally intense interactions.

3. Communicate Proactively

• Anticipate questions and concerns before they arise — provide regular updates and signpost next steps.

• If something can’t be delivered, explain why, and offer alternatives.

4. Address It Directly

• Don’t be afraid to raise issues with unrealistic requests, especially from legal teams. Use assertive language: “That isn’t feasible given clinical priorities. Here's what I can offer.”

5. Document Everything

• Keep a clear paper trail when expectations veer off course. This helps protect your professional integrity and manage accountability.

4. What to Watch For

• Boundary creep: Requests for additional work outside the original scope.

• Emotional entanglement: Becoming a surrogate therapist or family mediator.

• Being triangulated: Pulled into disputes between family members or between client and legal team.

If these show up, it’s time to pause and reset.

5. You’re Not Failing — The System is Complex

It’s easy to internalise frustration when you can’t meet everyone’s expectations. But often, the problem isn’t you — it’s a system under strain, operating within emotional, legal, and financial pressure points.

Protecting your boundaries doesn’t make you unhelpful — it ensures you’re safe, effective, and able to continue supporting the people who need you.

At Healthy You, we work with case managers across the UK to support sustainable, emotionally intelligent practice. Whether through training, supervision, or peer forums, we’re here to help you stay well—while continuing to make a difference for the clients who need you most. If you’re curious about this subject, need support or just want to listen to your Peers discuss their cases and gain insight, please join us for our free Case Manager Confidential sessions – a safe space to support Case Managers. For more information contact sarahsawyer@healthyyoultd.co.uk.