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Chapter One
National Skill Set for Effective Case Management Workbook
CM does not participate in performance reviews, development or education activities [S4J]
CM does not monitor skill level nor participate in professional development activities [S4J]
CM does not share certification, conference, practice knowledge, research and training with colleagues [S4J]
CM does not engage in reflective practice nor seek out professional development activities and education [S4J]
CM is not involved in any networking activities. CM does not share experiences and ideas within networks/special
interest groups [S4K]
CM does not identify or attend training related to specific Client group needs [S4K]
CM is not involved in case management networks [S4L]
CM does not participate in opportunities to raise issues of case management [S4L]
Skilled
Standard 2G, Standard 3A -3E, Standard 4A - 4L
CM informs the agency of instances where policies/procedures/guidelines require amendments to reflect the best
practices noted in available research [S4G]
The CM can demonstrate compliance with the CMSA National Code of Ethics and professional disciplines code of ethics
(as applicable) [S2G]
Documentation by the CM demonstrates regular communication with the Client in accordance with best practice and
program/agency guidelines [S3A]
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]
The CM demonstrates a sound knowledge and understanding of the eligibility criteria and referral process to external
agencies in order to facilitate Client outcomes [S3A]
Documentation by the CM demonstrates engagement with key stakeholders (including conflict resolution) and all
collaborative actions undertaken to clarify issues pertaining to resources, services, supports and joint goals, for and/on
behalf of the Client [S3B]
The CM actively assists the Client to communicate constructive feedback to key stakeholders. The CM provides
feedback as requested by the Client for and/on their behalf [S3B]
The CM plays a lead role in the facilitation of collaborative activities between key stakeholders [S3B]
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]
The CM demonstrates a sound knowledge and understanding of the process to facilitate a referral of the Client to a
specialist (individual/service) in response to the changing needs of the Client [S3C]
The documentation by the CM demonstrates the adjustment of resources, services and supports in response to the
changing needs of the Client [S3C]
Documentation by the CM demonstrates an alignment of the timeframes for actions/ interventions to the agreed
Client goals within the care plan [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]
The CM is able to identify applicable legislation that informs their practice [S3D]
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]
The CM demonstrates a sound knowledge and understanding of the process to assist the Client to access legal advice
e.g. independent advocate, tenancy authority and domestic violence [S3D]
The CM respects and promotes the importance of a Client’s right to self determination. The CM demonstrates a
comprehensive knowledge and thorough understanding of Client self determination and how to effectively respond
to and manage barriers and/or limitations in accordance with program/agency guidelines [S3D]