I've had three different case managers. The first one went above and beyond. She was a saving grace for me and got me benefits I hadn't even been aware of. She also helped me get through all the paperwork and, in some cases, did the paperwork for me. She went way beyond. I don't know what happened to her, because she got transferred. All of us who had been working under her ended up pretty pissed about that, because here was someone who was actually taking an active interest in our well-being.
My second case manager was pretty good but a little scatterbrained. He had been working in Veterans Affairs. He ended up retiring, so that's how I ended up losing him. He was pretty good at figuring out what needed to be done but didn't always follow up in a timely fashion.
My third case manager seems to be so overwhelmed by the sheer number of clients she has that she's scattering all over the place and is having that much more difficulty following up.