18 / 44
14
National Standards of Practice for Case Management
STANDARD 1 – CASE IDENTIFICATION AND ASSESSMENT
SATISFACTORY
BELOW SATISFACTORY
CM clarifies that the Client has understood the reason for the
referral, the case management process.
CM does not take time to explain or clarify Client’s
understanding.
Before obtaining consent, CM clarifies any issues regarding
the Client’s competency and includes any formal guardians.
CM does not check for any questions about competency
in referral information. CM continues to have Client sign
consent despite questions around competency.
CM explains and documents the aims and objectives of the
CM program including limitations to Client so they can make
informed choices.
CM does not explain program parameters. No
documentation of Client involvement.
CM seeks feedback of the Client’s understanding of their
rights and responsibilities.
Client is admitted onto program with no understanding
of their rights and responsibilities. Non-compliance to
agency policy.
CM gains evidence of informed consent at the commencement
of the program and accommodates those unable to sign a
document.
No documentation by CM regarding the process taken to
gain consent.
CM seeks feedback of the Client’s understanding of the
complaints/appeals process.
CM cannot demonstrate how Client feedback was sought.
1A
Ensure that Clients understand their rights and responsibilities, supported by evidence of Clients consenting
to be involved in the program providing case management.
SATISFACTORY
BELOW SATISFACTORY
CM seeks Client’s informed consent for the dissemination of
Client information.
Documentation by CM demonstrates the dissemination of
Client information prior to obtaining consent.
CM can show the process of conducting research, interviews
and otherwise gathering information (including previous
assessments and referral information) to establish the
factual base to proceed with the assessment.
CM is unable to demonstrate the process of utilising
available information including previous assessments/
referrals.
1B
Gather information about Clients while respecting their confidentiality and privacy with the aim of not
duplicating assessments
Self Assessment
Satisfactory
Below satisfactory
Verified Assessment
Satisfactory
Below satisfactory
Self Assessment
Satisfactory
Below satisfactory
Verified Assessment
Satisfactory
Below satisfactory