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National Standards of Practice for Case Management
GOOD ACHIEVEMENT
SATISFACTORY
BELOW SATISFACTORY
CM documents engagement with
key stakeholders (including conflict
resolution) and all collaborative
actions undertaken to clarify issues
pertaining to resources, services,
supports and joint goals, for and/on
behalf of the Client.
No documentation by CM. Conflict
identified but no action taken to
rectify.
CM actively assists Client to
communicate constructive feedback
to key stakeholders. CM provides
feedback as requested by Client for
and/on their behalf.
CM is unable to demonstrate the
provision of any active assistance to
Client in providing feedback to key
stakeholders.
CM demonstrates leadership in the sole
collaboration of joint activities between
CM agency and key stakeholders e.g.
forums, training.
CM demonstrates a lead role in joint
activities between key stakeholders.
CM documentation does not
demonstrate allocation of roles/
responsibilities between multiple
stakeholders.
3B
Maintain professional rapport with key stakeholders so that the case management plan can be discussed
objectively, problems identified and adjustments made as needed.
SATISFACTORY
BELOW SATISFACTORY
CM maintains and documents regular contact with Clients as
per agency guidelines.
Contact not maintained by CM as per agency guidelines.
Contact not adequately documented.
CM has clear communication strategies which reflect the
Client goals e.g. frequency of contact.
CM is not able to demonstrate the link between
communication strategies and Client goals.
CM documents ongoing discussions with Clients regarding
clarification of CM role and agreed actions and responsibilities.
No documentation. CM does not clarify their role. CM has
responsibility for all actions without consideration of shared
responsibilities.
CM can demonstrate that they promptly advise Client of
changes, interruption or termination of services.
Documentation does not demonstrate the timely
advisement of changes affecting Clients.
CM can demonstrate knowledge of the eligibility criteria and
referral process of other agencies in order to facilitate Client
outcomes.
CM cannot state eligibility criteria and referral processes of
other agencies.
3A
Maintain rapport and communication with the Client to develop a partnership regarding the delivery of
resources, services and supports affecting the achievement of goals.
STANDARD 3 – MONITORING
Self Assessment
Good achievement
Satisfactory
Below satisfactory
Verified Assessment
Good achievement
Satisfactory
Below satisfactory
Self Assessment
Satisfactory
Below satisfactory
Verified Assessment
Satisfactory
Below satisfactory