© 2013 National Standards of Practice for Case Management


The CMSA has developed the following five (5) principles to guide practice. Case Managers must be able to demonstrate their approach and success against each of these Guiding Principles. The Principles are foundational for achieving success in the areas of identification, assessment, planning, monitoring and evaluating outcomes and therefore case management practice. 1. Case management facilitates the personal development of Clients Case management cultivates productive and professional working relationships with the Client that identify with the Client’s individual, diverse and special needs, including the Client’s aspirations, choices, expectations, motivations, preferences and values. Maintaining appropriate professional boundaries, the Case Manager supports and promotes the self autonomy, self determination and independence of the Client. The Case Manager applies a strengths based approach to all interactions with the Client and focuses on optimising the Client’s functional and psychosocial independence. Case Managers develop the strengths of the Client to effectively advocate for themselves. As necessary, Case Managers advocate for the rights of Clients within the funding and legislative frameworks that affect the relationship between the Client, providers and payers. Case Managers may advocate for the procurement of resources, services or support for the Client that would not otherwise be provided. Additionally, Case Managers may advocate for amendments to existing legislation, policies or procedures (or new) to affect change in the best interests of the Client. Case Managers: • act on behalf of Clients in situations when they are unable to speak for or represent themselves; • act in their Clients’ best interest; and • assist Clients and/or defend and/or plead on their behalf. 3. Case management is purposeful The actions of Case Managers must address the specific needs of Clients as documented in the Client’s agreed goals. The interventions used should be in line with the best evidence available that demonstrates they can meet the Client’s needs. Case management must balance Client needs with the available resources by assisting Clients in the selection of services and resources that are of the highest possible quality within the accessible range of options. 2. Case management advocates for Client rights

In order to link Clients with the most appropriate resources, services and supports, the Case Manager must be aware of their own limitations in terms of knowledge and experience. Case Managers will refer Clients to specialists who have skills and knowledge beyond those of the Case Manager. 4. Case management promotes sustainable solutions Case Managers endeavour to move through crises to develop sustainable solutions for Clients. Sustainability is achieved when the Case Manager works with the Client to implement an agreed plan of care that: • Fits within the available resources of Clients, agency program and/or funding body guidelines and/or policies and procedures; • Addresses current needs and probable future needs; and • Moves beyond crises to stable solutions. 5. Effective communication underpins case management Case Managers are competent and skilled in effective communication (verbal and written) to meet the needs of the Client and all key stakeholders involved in the case management process. Case Managers: • communicate clearly ensuring unambiguous delivery of the information; • check to ensure information is received, correctly interpreted and understood by the Client and key stakeholders (as applicable) as intended; • keep the Client and key stakeholders (as applicable) updated and informed of any changes to the original communication; • listen actively to ensure views and information are properly exchanged; • use and adapt communication method, as necessary, to meet the individual, diverse and/or special needs of the Client and key stakeholders (as applicable); • create opportunities to engage and listen to Clients and key stakeholders (as applicable) whose input adds value; • allow for a genuine contest of ideas, pull disparate views into a coherent position and find common ground to facilitate agreement and acceptance of mutually beneficial solutions; and • take responsibility for ensuring communication is effective (including evaluation).


National Standards of Practice for Case Management

Made with