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Chapter One
National Skill Set for Effective Case Management Workbook
CHAPTER ONE
NATIONAL KEY SKILL SET FOR CASE MANAGEMENT
1. Advocacy
2. Care Planning and Goal Setting
3. Case Conferencing
4. Communication
5. Cultural Sensitivity
6. Documentation
7. Financial Acumen
8. Interviewing and Assessment
9. Monitoring, review and evaluation
10. Networking and Collaboration
NATIONAL KEY SKILL SET MATRIX
1. Advocacy
Unskilled
Standard 2B, Standard 3D – 3E, Standard 4A
The CM cannot provide documentation to show that they have made/discussed referrals to appropriate services to
facilitate independence [S2B]
CM is unable to provide examples of supporting a Client’s decisions and choices [S3D]
CM does not review and/or adjust the intensity of case management where Clients have demonstrated an ability to
advocate for themselves [S3E]
CM is unable to demonstrate how they test the Client’s ongoing ability to advocate for themselves [S3E]
CM can give no examples of assisting a Client to advocate on their own behalf [S3E]
CM is unable to identify examples of working with a range of key stakeholders to advocate for Client specific needs [S3E]
CM does not review Client’s competence to make informed decisions [S4A]
Skilled
Standard 2B, Standard 3D – 3E, Standard 4A
Documentation by the CM demonstrates the increasing self autonomy of the Client’s decisions and the Client’s initiative
in the instigation of actions to achieve their long-term and short-term goals [S2B]
The CM can provide examples of resources, services and supports the Client has arranged/accessed independent of the
CM [S2B]
Documentation by the CM demonstrates the involvement of key stakeholders to endorse and support Client
independence. The CM (as applicable) facilitates the referral of the Client to appropriate (formal/informal) services to
facilitate Client independence [S2B]
The CM respects and promotes the importance of a Client’s right to self determination. The CM demonstrates a
comprehensive knowledge and thorough understanding of Client self determination and how to effectively respond
to and manage barriers and/or limitations in accordance with program/agency guidelines [S3D]
The CM supports the Client in self advocacy, including (as applicable) the provision of education and information
concerning self knowledge, their rights and responsibilities, communication and negotiation skills, finding support and
developing an advocacy action plan [S3E]
The CM reviews and/or adjusts the level of case management support provided to the Client subsequent to an evaluation
of the Client’s self advocacy skills [S3E]
The CM can demonstrate how they evaluate the Client’s self advocacy skills and/or support the Client to develop self
advocacy skills. The CM facilitates access by the Client to resources, supports (informal/formal) and services for the
support and development of the Client’s self advocacy skills [S3E]
Documentation by the CM includes examples of the effective engagement of key stakeholders by the CM to advocate
for Client specific needs [S3E]
The CM recommends/refers the Client to a suitably qualified individual/service for independent advocacy advice and
support for matters outside of the CM’s scope of practice and/or qualifications/expertise [S3E]
The CM reviews the Client’s level of competency/capacity to make informed decisions and/or seeks specialist opinion
(as applicable) [S4A]