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Chapter One
National Skill Set for Effective Case Management Workbook
CM does not liaise with agency/key stakeholders over their risk concerns [S2C]
CM cannot provide examples of seeking input from peers, etc [S2F]
CM is unable to demonstrate the provision of any active assistance to Client in providing feedback to key stakeholders
[S3B]
CM documentation does not demonstrate allocation of roles/ responsibilities between multiple stakeholders [S3B]
CM is unable to demonstrate engagement with key stakeholders (both formal and informal) where these are deemed
essential in the Client achieving their agreed goals [S3C]
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 facilitate disengagement phase in accordance with the Client and key stakeholders (as applicable)
expectations, needs and preferences and agency/program and/or funding body guidelines and/or policies and
procedures [S4E]
Skilled
Standard 1B, Standard 1D – 1E, Standard 1H, Standard 2B – 2C, Standard 2E – 2F, Standard
3B – 3C, Standard 3E, Standard 4E
The CM seeks the Client’s informed consent for the dissemination of Client information [S1B]
Documentation by CM demonstrates the dissemination of Client information prior to obtaining consent [S1B]
The CM identifies limitations in their professional scope of practice and/or qualifications/expertise and initiates a
referral of the Client to a suitably qualified individual/service for specialist expertise/input [S1C]
The CM utilises formal/informal support and services (as applicable) to ensure effective communication with the Client
[S1D]
The CM informs key stakeholders of identified risk factors, including (as applicable) any issues regarding the Client’s
level of competency/capacity [S1E]
The CM in partnership with the Client and key stakeholders facilitates referrals to alternative programs or settings
where the Client’s individual, diverse and/or special needs and goals can be met more appropriately [S1H]
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 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]
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]
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]
Documentation by the CM demonstrates engagement with key stakeholders (including conflict resolution) and all
collaborative actions undertaken to clarify issues pertaining to resources, services, supports and joint goals, for and/on
behalf of the Client [S3B]
The CM actively assists the Client to communicate constructive feedback to key stakeholders. The CM provides feedback
as requested by the Client for and/on their behalf [S3B]
The CM plays a lead role in the facilitation of collaborative activities between key stakeholders [S3B]
Documentation by the CM demonstrates ongoing consultation with key stakeholders (both formal and informal)
concerning their role in supporting the Client to achieve the agreed goals [S3C]
The CM demonstrates a sound knowledge and understanding of the process to facilitate a referral of the Client to a
specialist (individual/service) in response to the changing needs of the Client [S3C]
Documentation by the CM demonstrates the communication of required statutory or mandatory reporting by the CM
to the Client and/or key stakeholders, including the role and responsibilities of all parties [S3D]