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Chapter One
National Skill Set for Effective Case Management Workbook
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 facilitates the disengagement phase in accordance with the Client and key stakeholders (as applicable)
expectations, needs and preferences and in accordance with the program/agency guidelines [S4E]
4. Communication
Unskilled
Standard 1A, Standard 1C – 1F, Standard 1H, Standard 2B – 2F, Standard 3A – 3D, Standard
4A, Standard 4C, Standard 4E
CM does not take time to explain or clarify Client’s understanding [S1A]
CM does not explain program parameters. No documentation of Client involvement [S1A]
Client is admitted onto program with no understanding of their rights and responsibilities. Non-compliance to agency
policy [S1A]
CM cannot demonstrate how Client feedback was sought [S1A]
Case Manager does not discuss with Client the priority areas identified from assessment [S1C]
No provision of information. CM provides information in a format that does not meet the Client’s special needs [S1D]
CM does not communicate identified risks and management strategies to Client [S1E]
CM does not inform key stakeholders regarding risk factors around identified risk or competency [S1E]
CM does not individualise communication to suit the Client’s special needs [S1F]
CM does not document they have discussed program information with the Client [S1F]
Documentation by CM does not demonstrate communication of disengagement parameters to Client [S1H]
The CM cannot provide documentation to show that they have made/discussed referrals to appropriate services to
facilitate independence [S2B]
CM does not discuss barriers or options with Client [S2C]
CM does not liaise with agency/key stakeholders over their risk concerns [S2C]
CM does not discuss or disclose financial limitations of care plan [S2D]
CM does not discuss privately paid options available to Client to procure additional services outside of the care plan
[S2D]
CM is unable to explain how goal setting and review processes were discussed with Client [S2E]
CM documentation does not identify/ support Client consultation [S2F]
CM cannot provide examples of seeking input from peers, etc [S2F]
CM does not clarify their role [S3A]
Documentation does not demonstrate the timely advisement of changes affecting Clients [S3A]
CM is unable to demonstrate the provision of any active assistance to Client in providing feedback to key 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 is unable to demonstrate communication with Client regarding limitations and/or variations to resources, services
and support; including disengagement [S3C]
CM does not provide Clients with information about legal services [S3D]
There is no documentary evidence by CM that rights and responsibilities have been reviewed and discussed with the
Client [S4A]
No documentation by CM to show feedback from key stakeholder has been received and used to evaluate Client
progress/experience towards agreed goals [S4A]