© 2013 National Standards of Practice for Case Management



The activities/steps required to achieve a Client goal.

Action or care planning A collaborative endeavour between the Case Manager and the Client and/or stakeholders to devise a unique approach that meets the needs of the Client in a particular set of circumstances.

Action plan

Specification of the approach to be used and the actions or interventions to be taken by the Case Manager and Client towards reaching the agreed goals of the care plan. May be part of the care plan.


The activities associated with negotiating or representing on behalf of a person. May include recommending, pleading the cause of another; to speak or write in favour of.


An entity providing case management services.


A systematic process of data collection and analysis involving multiple elements and sources.


Personal freedom, freedom of will, capacity to make choices or the ability to govern one’s own actions.

Care coordination (or implementation)

Is the execution by the Case Manager of the specific activities and interventions that are necessary for accomplishing the agreed goals within a Client’s case management plan of care.

Care plan

A comprehensive plan that includes a statement of the agreed needs determined upon assessment; agreed strategies to address the needs; measurable goals to demonstrate resolution based upon the need; the time frame; the resources, services and supports available; and the aspirations, choices, expectations, motivation, preferences and special needs of the Client. Is a process, encompassing a culmination of consecutive collaborative phases, that assist Clients to access available and relevant resources necessary for the Client to attain their identified goals. Key phases within the case management process include: Client identification (screening), assessment, stratifying risk, planning, implementation (care coordination), monitoring, transitioning and evaluation. The manner in which case management functions (i.e. phases) are performed by the Case Manager, including Client identification (screening), assessment, stratifying risk, planning, implementation (care coordination), monitoring, transitioning and evaluation.

Case Management

Case Management Process

Case Manager

A person who provides a case management service.


A process by which the CMSA grants professional recognition to a Case Manager who meets the pre-determined criteria as set forth by the CMSA.


The power, right or faculty of deciding between possibilities or a scope or field of possibilities.


The individual who is at the centre of the case management process.

Client Centred Practice A partnership between the Case Manager and Client in which the Client’s goals are given priority during assessment and involvement. The Case Manager listens to and respects the Client’s aspirations, choice, expectations, needs, preferences and values and adapts the intervention accordingly. The Client actively participates in the process of negotiating goals for intervention and decision making.


Case Management Society of Australia.

CMSA National Code of Ethics

Refers to the Values, Principles, Ethical Practice and Professional Conduct specific to all members of the CMSA and to the profession of Case Management.

35 National Standards of Practice for Case Management

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