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CLAIMSCASEMANAGEMENTAPPROACH
MONITORING
Case managers recognise the
importance of
maintaining
positive engagement with the
Client and key stakeholders.
This perspective impacts on the
way they conduct monitoring
actions across all circumstances.
They take a collaborative
approach to problem-solving,
addressing discrepancies and
working through situations that
do not progress as expected.
They set clear expectations with
the other person and ensure that
contingency plans are identified
and implemented in the right
context and in a timely manner.
FEEDBACK
Case managers readily look for
opportunities to receive feedback as
a mechanism to refine their
practice. This feedback is specific,
with examples of what they did (or
did not), do or say, and how it
impacted on the situation.
They use the opportunity to reflect
on what they could have done
differently and apply the learnings
immediately. They put structures in
place to help embed these new
practices, to ensure they are
sustained.
Case managers provide feedback
with specificity – describing the
situation, what the other person did
(or did not) and the impact of this,
on the outcome.
When providing constructive
feedback. They take a collaborative
approach to identifying alternative
actions or in the case of a provider,
specify what they would have
preferred as an alternative action.
TERMINATION & WITHDRAWL
Case managers recognise the need
for termination planning for all
claim closures.
They consider when to commence
termination plans on a case by case
basis – understanding that some
cases may require more planning
and supports than others.
They engage relevant stakeholders
in the process and coordinate
collaboratively to ensure that any
necessary resources, services nad
supports beyond the claims process
are in place.
They
readliy
demonstrate
consideration for the ongoing needs
of the Client beyond the end of the
claim.
They
document
closure
conversations and actions clearly
and concisely.