19 / 96
15
15
Chapter One
National Skill Set for Effective Case Management Workbook
The CM documentation demonstrates the CM has accessed/utilised appropriate information and resources to meet the
Client’s individual, diverse and/or special needs [S1D]
The CM complies with all agency/program guidelines in regard to the identification and assessment of the Client’s
individual, diverse and/or special needs [S1D]
The CM provides information to the Client in a format/language that is appropriate to the Client’s individual, diverse
and/or special needs [S1D]
The CM adapts communication to meet the Client’s individual, diverse and/or special needs with due consideration to
the Client’s unique personal circumstances [S1F]
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]
The CM demonstrates a sound knowledge of all available formal/informal resources, services and supports to meet the
Client’s identified needs and agreed goals [S2A]
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 can demonstrate innovative responses utilising resources outside of the mainstream service system [S2F]
Documentation by the CM demonstrates the CM documents 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]
6. Documentation
Unskilled
Standard 1A – 1H, Standard 2A – 2B, Standard 2D – 2F, Standard 3A – 3E, Standard 4A,
Standard 4D – 4E
No documentation by CM regarding the process taken to gain consent [S1A]
CM cannot demonstrate how Client feedback was sought [S1A]
Documentation by CM demonstrates the dissemination of Client information prior to obtaining consent [S1B]
CM is unable to demonstrate the process of utilising available information including previous assessments/referrals [S1B]
The care plan developed by the CM and Client does not reflect the information gathered [S1C]
CM documentation does not demonstrate CM has accessed/utilised appropriate information and resources to meet
Client’s special needs [S1D]
CM does not attain prior risk assessment documentation (if any). CM does not initiate risk assessment [S1E]
CM does not document they have discussed program information with the Client [S1F]
Documentation by CM does not demonstrate ongoing person centred planning in consultation with the Client and key
stakeholders [S1G]
Inadequate documentation by CM of Client goals [S1G]
Documentation by CM does not demonstrate communication of disengagement parameters to Client [S1H]
CM cannot demonstrate research into local networks and new services [S2A]
No documentation of the provision of information to the Client about available resources, services and supports (internal
and/or external to the program) [S2A]
CM documentation does not demonstrate Client driven initiative or decision making [S2B]
CM is unable to provide examples of services that the Client has arranged independent of the CM for themselves [S2B]