© 2013 National Standards of Practice for Case Management


Code of Ethics

Are documents that aim to identify the broad values, principles and standards of ethical conduct on which a particular profession is based.


Includes other case managers, students, staff and others lawfully involved in the care of the Client.


Refers to Australian society as a whole regardless of geographic location and any specific group the Client receiving case management defines as community; including those identifying as culturally connected through ethnicity, shared history, religion, gender and age. Movement along the continuum of competence required by practitioners, educators, managers and researchers to provide services based upon evidence of effectiveness and best value. This can be achieved through formal or informal instruction and learning.

Continuing Professional Development


The actions performed by the Case Manager of organising, securing, integrating and modifying resources, services and support.


Means the distinctive ways of life and shared values, beliefs and meanings common to groups of people.


A situation where the actions of a Case Manager may cause a Client to rely on a level of service provision and support that could have been reduced had the Client been able to develop a level of skill to undertake all or part of the activities being provided.


A phase of the case management process where Clients exit from a case management program.


Refers to but not limited to, the differences between individuals or groups of people in age, cultural background, disability, ethnicity, family responsibilities, gender, language, marital status, religious belief and sexual orientation.


The process where Client needs and characteristics are compared against criteria for acceptance into programs or service.


A process of comparing actual outcomes and processes against expected outcomes.

Evidence based Practice

Practice that incorporates contemporary and validated research findings.


The act of making a process easier for the parties involved.


A statement developed with (and understood by) the Client that succinctly describes the intended outcomes from identified needs.


Descriptive statements that outline the desirable actions in keeping with the Standard. These may include Client-directed activities, processes and methods to determine outcomes.

Health and Human Services Continuum

The appropriate level, types and range of care that matches the ongoing needs of Clients including, but not limited to, health, medical, financial, legal, psychosocial and behavioural across one or more settings. The levels of care may vary in complexity and intensity of resources, services and support. Means that for consent to be considered valid six standards must be met: (1) coercion and undue influence must not have played a role in the Client’s decision; (2) Clients must be mentally capable of providing consent; (3) Clients must consent to specific procedures or actions; (4) the consent forms and procedures must be valid; (5) Clients must have the right to refuse or withdraw consent; and (6) Clients’ decisions must be based on adequate information.

Informed Consent

36 National Standards of Practice for Case Management

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