© 2013 National Standards of Practice for Case Management


Key Stakeholders

Refers to a person or group with a direct interest, involvement or concern regarding the Client and/or case management care plan. May include, but is not limited to: accreditation body, advocate, agency, allied health professional, clergy, colleague, consultant, employer, family member, friend, funding body, guardian, general practitioner, insurer, lawyer, next of kin, officer, organisation, parent, partner.


Measurable results of case management interventions.


The process of actively seeking Clients (through screening) who may match the eligibility criteria for programs that offer case management support.


An entity or individual that funds case management related resources, services and supports.


The process of formulating a scheme or program to meet the outcomes described within goals.


An administrative process that supports the agency in meeting a particular aim or goal. Policies represent a broad level statement that is often supported by further administrative tools such as procedures and guidelines.


Suitable for, or engaged in a profession. Engaging in an activity to gain or as a means of livelihood. A person who engages in an activity with great competence.

Professional Competence

The combination of knowledge, skills and behaviour required to perform the role of a Case Manager.

Professional Experience

The aptitudes, skills, knowledge and judgement acquired from having been occupied for a period of time in any field or fields of case management practice.

Professional Responsibility

Being accountable for carrying out the duties required of a Case Manager and for one’s actions.

Professional Role

The responsibilities and functions expected of a person in a particular job or position.


The particular case management service the agency provides.


An agency or person that is engaged to deliver a particular service for a Client with an arrangement for payment for the services delivered.

Quality of Life

Refers to a Client’s perception of their position in life in the context of the culture and value system in which they live and in relation to their goals, expectations, standards and concerns. It is a broad ranging concept affected in a complex way by the person’s physical health, psychological state, level of independence, social relationships, personal beliefs and their relationship to salient features of their environment. The process by which a Case Manager comes into contact with a person with case management needs or puts the person in contact with another, appropriately qualified and/or experienced professional or agency. The self monitoring of thoughts and feelings and self regulation of actions, leading to more effective practice, increased insight, new knowledge and improved skills. It involves the returning to, recalling and re-evaluating the experience.


Reflective Practice


Something tangible supplied to a Client to meet a need/goal.


Part of the case management process requiring the Case Manager to examine the progress towards achieving Client goals with a view to amendment or improvement.

37 National Standards of Practice for Case Management

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