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Chapter One
National Skill Set for Effective Case Management Workbook
Documentation by the CM demonstrates the process undertaken in partnership with the Client to identify any barrier/s
(potential, current or future) and the strategies and/or interventions (as necessary) to minimise the impact on a barrier/s
on the Client’s ability to achieve the desired goal [S2C]
The CM adheres to program/agency guidelines concerning the management and resolution of conflict between the
CM and/or Client and/or key stakeholders arising from a barrier/s to services. The CM utilises available resources and
supports to facilitate a mutually beneficial solution and outcome [S2C]
The CM acts purposely and decisively, in partnership with the Client, to seek advice and/or recommendations from key
stakeholders; engaging their support and collaboration for the removal of Client barriers (within individual local level)
[S2C]
The CM has a comprehensive understanding and thorough knowledge of program/agency guidelines to safely and
effectively respond to and manage barriers concerning Client risk [S2C]
The CMdevelops the agreed care plan in alignment with the Client’s goals and identified needs taking into consideration
all of the available and anticipated financial resources [S2D]
The CM demonstrates responsibility and accountability for the Client budget, financial reporting, justification and
disclosure of all expenditure and allocation of funds pursuant to the care plan and in accordance with the program/
agency guidelines [S2D]
The CM demonstrates sound management of the Client budget utilising initiative in the allocation of expenditure to
meet Client goals [S2D]
The CM can demonstrate the application and/or knowledge of sourcing/securing funded/non funded resources, services
or supports from external sources to respond to a specific Client need [S2D]
The CM can demonstrate competency in financial acumen (i.e. knowledge, skill, and expertise), including the
preparation/administration of the Client budget and the interpretation/understanding of financial reports. The CM
(as applicable) is competent to communicate and explain financial information to the Client in accordance with the
program/agency guidelines [S2D]
The CM provides financial information to the Client, in accordance with the program/agency guidelines, including any
fees (e.g. program fees and/or Client contribution), funding/budgetary details and the financial limitations/restrictions
of the program. The CM ensures the Client understands the information provided [S2D]
The CM explains the rationale and steps of developing the care plan with the Client, including the purpose of the goals,
objectives, tasks and identified responsibilities (CM and Client), timeframes and the review process [S2E]
The CM, in partnership with the Client and/or key stakeholders, applies a strengths based paradigm (e.g. R.O.P.E.S) to
develop an agreed person centred care plan that is action orientated, multidisciplinary, flexible, evidence based and
time specific. Goals and outcomes are specific, measurable, achievable, realistic and consistent with available resources
and program/agency guidelines [S2E]
Documentation by the CM demonstrates the agreed Client care plan promotes Client empowerment, self autonomy and
self determination and includes a record of well stated, evidenced based and measurable goals, strategies, timeframes,
responsibilities and outcomes [S2E]
The CM provides the Client with a copy of the care plan for the Client’s feedback, approval and signature. A copy of
the signed care plan is given to the client and includes (as applicable) any amendments as requested by the Client [S2E]
Documentation by the CM demonstrates the execution of the activities and interventions by the CM and Client
necessary for accomplishing the agreed goals within the care plan; including ongoing communication and sharing of
information between the CM, the Client and/or key stakeholders [S2E]
The CM can demonstrate innovative responses utilising resources outside of the mainstream service system [S2F]
Documentation by the CMdemonstrates the CMdocuments Client’s and/or key stakeholder/s engagement, collaboration
and contribution to innovative ideas and solutions to meet the Client’s individual, diverse and/or special needs [S2F]
The CM can demonstrate the use of peer support, case conferences, interagency collaboration, informal supports and
folk systems, contracting and networking to generate ideas for solutions [S2F]
3. Case Conferencing
Unskilled
Standard 1B – 1C, Standard 1E, Standard 2B – 2C, Standard 2F, Standard 3B – 3C, Standard
3E, Standard 4E
CM does not inform key stakeholders regarding risk factors around identified risk or competency [S1E]
The CM cannot provide documentation to show that they have made/discussed referrals to appropriate services to
facilitate independence [S2B]