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National Standards of Practice for Case Management
GLOSSARY
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.
Outcomes
Measurable results of case management interventions.
Outreach
The process of actively seeking Clients (through screening) who may match the eligibility criteria for
programs that offer case management support.
Payer
An entity or individual that funds case management related resources, services and supports.
Planning
The process of formulating a scheme or program to meet the outcomes described within goals.
Policy
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.
Professional
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.
Program
The particular case management service the agency provides.
Provider
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.
Referral
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.
Reflective Practice
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.
Resource
Something tangible supplied to a Client to meet a need/goal.
Review
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.