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Chapter One
National Skill Set for Effective Case Management Workbook
Documentation by the CM demonstrates communication with the Client concerning any program limitations and/or
variations to resources, services and support; including disengagement [S3C]
The CM demonstrates compliance with all agency/program statutory and/or mandatory reporting requirements and
legislation [S3D]
The CM can identify examples of statutory/mandatory reporting specific to their area of practice [S3D]
Documentation by the CM demonstrates periodic risk stratification (risk assessment) and the implementation and review
of interventions to enhance Client outcomes [S3D]
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]
Documentation by the CMdemonstrates the CMmonitors compliance to legislation by the Client and/or key stakeholder/s
and responds to any non compliance in accordance with the program/agency guidelines [S3D]
The CM can demonstrate how they evaluate the Client’s self advocacy skills and/or support the Client to develop self
advocacy skills. The CM facilitates access by the Client to resources, supports (informal/formal) and services for the
support and development of the Client’s self advocacy skills [S3E]
Documentation by the CM includes examples of the effective engagement of key stakeholders by the CM to advocate
for Client specific needs [S3E]
Documentation by the CM demonstrates Client reviews are undertaken in accordance with the agreed timeframes in the
Client care plan and the program/agency guidelines. The CM demonstrates responsiveness to the Clients changing needs
by adjusting the frequency of reviews as required and/or requested by the Client [S4A]
Documentation by the CM demonstrates periodic reviews of the Client rights and responsibilities pursuant to the
program/agency guidelines [S4A]
The CM compares the expected outcomes documented within the Client’s goals against actual outcomes [S4A]
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]
Client outcomes are recorded by the CM in accordance with program/agency guidelines [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 that the Client’s goals have been met, including the transition of the Client to
another setting, agency or disengagement [S4E]
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]
7. Financial Acumen
Unskilled
Standard 1A, Standard 2C, Standard 2D, Standard 3C, Standard 4C
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 special needs) [S2D]
CM is unable to justify rationale for expenditure of resources in relation to care plan and agreed goals [S2D]
CM does not maintain accurate records [S2D]
CM is unable to demonstrate financial management of budget to meet Client goals within the budgetary constraints
[S2D]
Alternative sources of funding are identifiable but no application has been made by the CM [S2D]
CM does not discuss or review Client fees contributions in line with program/agency guidelines [S2D]
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]