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Chapter One
National Skill Set for Effective Case Management Workbook
The CM can provide evidence of their required and/or mandated skills/qualifications upon request. Mandated
registration is valid and current [S1I]
9. Monitoring, Review and Evaluation
Unskilled
Standard 1D, Standard 1H, Standard 2G, Standard 3A
–
3E, Standard 4A – 4L
CM does not comply with agency/ program guidelines [S1D]
CM does not review services or settings with Client for ongoing appropriateness [S1H]
CM does not comply with the CMSA National Code of Ethics and/or their professional discipline’s code of ethics (as
applicable) [S2G]
Contact not maintained by CM as per agency guidelines [S3A]
Contact not adequately documented [S3A]
CM is not able to demonstrate the link between communication strategies and Client goals [S3A]
CM does not clarify their role [S3A]
CM has responsibility for all actions without consideration of shared responsibilities [S3A]
Documentation does not demonstrate the timely advisement of changes affecting Clients [S3A]
No documentation by CM. Conflict identified but no action taken to rectify [S3B]
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 fails to refer the Client for specialist assessment when indicated [S3C]
CM is unable to demonstrate the review and modification of care plan in response to changes to the Client’s needs
and interests [S3C]
CM is unable to demonstrate that actions/interventions have been implemented in accordance with the Client goals
within care plan [S3C]
CM is unable to demonstrate communication with Client regarding limitations and/or variations to resources, services
and support; including disengagement [S3C]
CM is unable to locate/identify legislation/standards [S3D]
CM provides legal advice [S3D]
CM is unable to provide examples of statutory/mandatory reporting specific to their area of practice [S3D]
CM does not provide Clients with information about legal services [S3D]
CM is unable to provide examples of supporting a Client’s decisions and choices [S3D]
CM documentation does not demonstrate evidence of risk stratification undertaken by CM [S3D]
CM cannot demonstrate compliance with legislative/agency procedures [S3D]
CM is aware of legislation breaches and takes no action/does not follow agency/program/funding body reporting
guidelines and policy/procedures [S3D]
The CM cannot demonstrate Client choice or involvement in accessing appropriate resources, services and/or supports
[S3E]
CM does not review and/or adjust the intensity of case management where Clients have demonstrated an ability to
advocate for themselves [S3E]
CM is unable to demonstrate how they test the Client’s ongoing ability to advocate for themselves [S3E]
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]
There is no documentation by CM to show that reviews have been carried out as requested by the Client [S4A]