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Introduction
National Skill Set for Effective Case Management Workbook
INTRODUCTION
SCOPE AND PURPOSE OF THE NATIONAL SKILL SET WORKBOOK (NSSW)
The National Skill Set Workbook (NSSW) identifies the key skills for effective case management, in Australia and New
Zealand, and aligns these skills to the National Standards of Practice for Case Management and the National Code of Ethics
for Case Management.
Developed by the Case Management Society of Australia and New Zealand (CMSA), for the case management practitioner,
supervisor and agency, the NSSW is both a companion resource for CMSA training and a practical hands-on learning resource
for the professional development of the Certified Case Manager™, individual case manager and/or case management
teams.
Mapped against the national minimum (satisfactory) practice standard for case management, within Australia and New
Zealand, the NSSW challenges the case manager to reflect on their day-to-day practice, knowledge and experience to
identify any areas of future skill development and advancement.
The key learning outcomes from the NSSW, supports the advancement of the case manager’s practice effectiveness,
awareness and informs the development of the practitioner’s skills and knowledge of case management.
INTERPRETATION OF THE NATIONAL SKILL SET WORKBOOK (NSSW)
• in the NSSW unless the contrary intention appears, words in the singular include the plural and words in the plural
include the singular;
• where any word or phrase is given a defined meaning, any other form of that word or phrase has a corresponding
meaning;
• where a reference is made to the care plan this refers to a plan (i.e. single or multiple documents) of support, goals or
care for the client;
• where a reference is made to the Case Manager this refers to an individual whose primary role and function is to
facilitate the process of case management;
• where a reference is made to the Client this may also refer to the Client Representative;
• where a reference is made to a diverse need this refers to: the differences between individuals or groups of people in
age, cultural background, disability, ethnicity, family responsibilities, gender, language, marital status, religious belief
and sexual orientation;
• where a reference is made to the funding body this may also refer to, but is not limited to, the auditing, accreditation
or quality and compliance body of the case management service and/or program;
• where a reference is made to a key stakeholder, unless specified, this refers to: a person or group with a direct interest,
involvement or concern regarding the Client and/or case management care plan. May include, but is not limited to:
accreditation body, advocate, agency, allied health professional, clergy, colleague, consultant, employer, family member,
friend, funding body, guardian, general practitioner, insurer, lawyer, next of kin, officer, organisation, parent, partner;
• where a reference is made to a program this may also refer to provision of the case management service;
• where a reference is made to the program/agency guidelines this may also refer to the program/agency policies and
procedures; and
• where a reference is made to a special need this refers to: a person or group with an identified and/or specific and/
or associated need/s. May Include, but is not limited to, the specific requirements of individuals from: ATSI/CALD
communities/backgrounds, rural and remote areas, financially or socially disadvantaged communities/backgrounds;
veterans and individuals who are care leavers, homeless or at risk of becoming homeless and/or have an illness, injury
or mental, emotional, behavioural, intellectual, learning or physical disability.
INSTRUCTIONS FOR THE IMPLEMENTATION OF THE NATIONAL SKILL SET WORKBOOK (NSSW)
Applying the principles of reflective practice (i.e. self-awareness, critical thinking and analytic ability) to their day-to-day
practice, the case manager should read and respond to each of the reflective practice activities.
If in doubt as to the definitions contained within, and /or for further clarification, the case manager refers to the following
publications:
• Marfleet, F., Trueman, S. & Barber, R. (2013). 3rd Edition,
National Standards of Practice for Case Management.
Case
Management Society of Australia & New Zealand;
• Marfleet, F. & Trueman, S. (2015). 1st Edition,
National Self Assessment for Case Management Practice.
Case Management
Society of Australia & New Zealand; and
• Marfleet, F. & Trueman, S. (2013). 2nd Edition,
National Code of Ethics for Case Management
. Case Management Society
of Australia & New Zealand.
On completing an activity the case manager records the date, along with any identified areas and actions for skill
development and advancement, within the relevant NSSW Record.