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National Standards of Practice for Case Management
Standard
Casemanagement actions are outcome oriented. Periodic
reassessment and evaluation of Client outcomes is
conducted against the expected outcomes and available
evidence.
Rationale
The purpose of case management actions is to support
Clients to achieve desired goals/outcomes. The outcome
is based on available evidence which demonstrates
effectiveness. Evaluation activities measure the
effectiveness and efficiency of the case management
interventions that were planned to meet Client goals.
The Case Manager must undertake periodic evaluation
as stipulated by the agency, program and/or funding body
guidelines and/or policies and procedures and at the
request of Clients.
Interpretation
Case management is a dynamic process that is driven by
the desire to meet targeted outcomes. These outcomes
are Client centred and must satisfy the criteria set by
agency, program and/or funding body guidelines and/or
policies and procedures.
Identifying the ongoing needs of the Client occurs
during the evaluative actions of case management. This
includes information from Clients and key stakeholders
to determine progress against the agreed goals within the
care plan.
Case Managers implement/adjust resources, services
and supports to meet agreed goals and must therefore
determine the movement made towards or away from
these goals. This includes determining Client satisfaction
and the assessment of the costs against the benefits
achieved, assessment of the services provided (quality/
effectiveness), and Case Manager quality/effectiveness in
supporting the Client.
Guidelines
Case Managers are expected to:
4A
Indicate how outcomes have been achieved through
the phases of Screening, Assessing, Stratifying
Risk, Planning, Implementing (care coordination),
Monitoring, Transitioning, Disengagement and
Feedback (as applicable).
4B
Promote the development/extension of resources
where service gaps are identified.
4C
Examine issues related to sustainability of care for
the Client’s level of need.
4D
Demonstrate actions to support improvement/
maintenance of quality of life for Clients.
4E
Review with the Client the quality/volume of
ongoing support required to meet Client goals. This
includes the identification/review of parameters for
disengagement of Clients (where applicable).
4F
Practise within guidelines for currently identified
evidence based best practice.
4G
Practise in accordance with the CMSA National Code
of Ethics for Case Management and agency/program
and/or funding body guidelines and/or policies and
procedures.
4H
Participate in research activities as a means to
continually improve practise.
4I
Access a person experienced in case management
who is able to provide supervision and/or mentoring
(as applicable).
4J
Undertake at least minimum levels of continuing
professional training and development in accordance
with CMSA certification requirements and/or
pursuant to the relevant specifications and/or
mandatory requirements of a professional body,
agency, case management program and/or funding
body.
4K
Develop skills and knowledge to meet specific Client
group needs (specialisation).
4L
Participate in public discussion and debate to raise
the profile and understanding of Case Managers/
case management.
STANDARDS OF PRACTICE
Four – Evaluation and Outcomes