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Chapter One
National Skill Set for Effective Case Management Workbook
The CM demonstrates clear communication strategies that are consistent with the Client’s goals e.g. frequency of
contact [S3A]
The CM documents ongoing discussions with the Client regarding the clarification of the CM role and the agreed
actions and responsibilities within the care plan [S3A]
Documentation by the CM demonstrates the prompt communication to the Client of any changes to agreed services
within the care plan, including delays, interruption and/or termination of services [S3A]
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]
Documentation by the CM demonstrates communication with the Client concerning any program limitations and/or
variations to resources, services and support; including disengagement [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]
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]
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 documents feedback from the Client and/or key stakeholders and uses this information to evaluate progress
toward the Client’s goals or impacts on the Client’s experiences [S4A]
Documentation by the CM demonstrates that the Client’s feedback and evaluation has been central to the review and
adjustments to the agreed goals within the care plan [S4D]
Documentation by the CM demonstrates the Client and key stakeholder’s feedback is sought and received by the CM
in accordance with program/agency guidelines [S4E]
5. Cultural Sensitivity
Unskilled
Standard 1D, Standard 1F, Standard 2A, Standard 2C, Standard 2D, Standard 2F
CM does not respond to prompts indicating the Client’s individual, diverse and/or special needs [S1D]
CM does not access appropriate services to support the Client’s individual, diverse and/or special needs [S1D]
CM documentation does not demonstrate CM has accessed/utilised appropriate information and resources to meet
Client’s individual, diverse and/or special needs [S1D]
No provision of information. CM provides information in a format that does not meet the Client’s individual, diverse
and/or special needs [S1D]
CM is unable to demonstrate either knowledge of services or a strategy to determine appropriateness of services [S2A]
CM cannot demonstrate research into local networks and new services [S2A]
CM does not discuss barriers or options with Client [S2C]
CM not aware of any barriers [S2C]
CM does not prepare Client for barriers [S2C]
Care plan developed by CM with focus only on the available financial resources and not the Client’s goals and needs
(including individual, diverse and/or special needs) [S2D]
CM shows no initiative in development or implementation of resources outside of mainstream service system [S2F]
Skilled
Standard 1D, Standard 1F, Standard 1H, Standard 2A, Standard 2C, Standard 2F
The CM identifies prompts from referral sources and key stakeholders to indicate that the Client may have a diverse
and/or special need/s [S1D]
The CM incorporates a comprehensive assessment model to identify the Client’s individual, diverse and/or special needs
[S1D]
The CM utilises formal/informal support and services (as applicable) to ensure effective communication with the Client
that meet their individual, diverse and/or special needs [S1D]