7 / 44
3
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.
2. Case management advocates for Client
rights
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.
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).
GUIDING PRINCIPLES