Care Management Behind the Scenes

Tracy Reyes, MSW Care Manager Supervisor & Latino Program Manager

When families or attorneys engage care management services, they often see the visible pieces. Appointments attended, updates provided, crises managed. What they do not always see is the joy being sparked in between those responsibilities, or the steady judgment guiding every interaction.

“Birthday Queeeeeeen turned 79 today. We celebrated with chocolate cake, Bears talk, sang some Elvis, and painted her nails. Her smile when I arrived was everything.”

“ Hank* turned 91. He said he’d rather take a trip than have a cake — and honestly, who wouldn’t?”

For Tracy Reyes, MSW, these moments are not extras. They are part of the work.

For the past five years at Midwest Care Management, Tracy has brought both clinical training and deep relational commitment to her role. She works across all of our programs — supporting medically complex children, individuals living with serious mental illness, and geriatric clients navigating medical and cognitive decline. The needs differ, but her approach remains consistent: thoughtful, intentional, and grounded in connection.

Tracy was drawn to social work because of purpose and connection. She values meaningful conversation, advocacy, and ensuring that individuals feel supported, especially when systems feel overwhelming.

“We bring a lot of value to people's lives. I enjoy helping individuals of all ages with anything that I can — whether that's educational and policy advocacy, medical care, mental health, etc. If I don't know the answer to a question, I will figure it out and ensure that the individual feels supported.”

That mindset reflects both humility and good judgment. Behind the scenes, effective care management requires constant assessment. When Tracy visits a client, she is celebrating, but she is also evaluating. Is there a change in mood? A subtle cognitive shift? A concern that has not yet been voiced?

“Some judgment calls I make that aren’t obvious involve pinpointing the real issue. While a client may say they don’t want to go to an appointment because it’s a long and dreadful commute, the actual issue might be untreated depression or fear related to immigration.”

Identifying what is truly driving resistance or instability requires experience, cultural awareness, and trust. It requires knowing when to push gently, when to pause, and when to escalate concerns.

As a bilingual, bicultural care manager, Tracy ensures that language and cultural context never become barriers to understanding, safety, or dignity. Family dynamics, generational expectations, and prior experiences with institutions often shape decision-making in ways that are not immediately visible.

“Another call I make that isn't always obvious involves cultural sensitivity and norms when creating a care plan or making major familial or medical decisions.” This discernment is what allows care plans to succeed.

At the same time, Tracy understands that quality of life is not secondary to safety; it is intertwined with it. Talking about the Chicago Bears, stopping for McDonald’s on a Friday, or making sure a birthday is acknowledged may seem small. In reality, those moments reinforce identity, continuity, and dignity.

The celebrations are visible. The preparation, coordination, and monitoring behind them are not. Tracy is simultaneously communicating with providers, updating families, ensuring follow-through, and addressing concerns before they escalate. Her steady presence allows clients to feel known, while her experience and judgment ensure that care remains proactive and responsible.

Care management behind the scenes is not only about preventing crises. It is about recognizing the whole person — their risks, their rights, and their reasons to celebrate. When done well, the outcome is often quiet but meaningful: stability for the client, reassurance for families, and confidence for referral partners that care is being managed thoughtfully and professionally.

And sometimes, it is as simple as cake, music, and someone showing up on your birthday.