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National Code of Ethics for Case Management
3.1.5 Records
Case Managers will record information impartially, accurately
and only report essential and/or relevant details.
When, and if, records are required to be shared/disclosed
across professions or agencies, information will be recorded/
disclosed only to the degree and/or extent that it reasonably
addresses/supports/advances the Clients’ needs and meets
the essential requirements of those to be notified. In such
communications, whether verbally, via post or electronically,
the protection of the Clients privacy is paramount.
Case Managers will protect Clients’ records, store them
securely and, where applicable, retain them for any required
statutory period.
When destroying or disposing of confidential records, data
and information, paper files will be shredded and electronic
records will be cleared and deleted, in accordance with any
relevant organisational/employer and/or legal guidelines.
3.1.6 Client Relationships
Case Managers shall possess and maintain integrity, fidelity
and dignity in their professional relationships.
Case Managers do not exploit, manipulate or take advantage
of relationships with Clients or others for any gain and/
or benefit, whether tangible or not (emotional, sexual or
financial).
Case Managers shall not attempt in any way to influence a
Clients choice of Case Manager or service provider.
Case Managers shall cooperate with colleagues to promote
professional interests and concerns.
3.1.7 Service Planning and Provision
At all times CaseManagers are committed and strive to ensure
equity of access to services, resources and advice for Clients.
Equity being determined by the objective consideration of
need and not compromised by prejudice or favour.
Case Managers evaluate their services and provision of
resources on an ongoing basis to ensure that they are as
efficacious as reasonably possible.
Services, resources and advice is recommended and/or
provided only if Clients and others can reasonably expect to
benefit from their provision.
Advocacy, for and on behalf of Clients, for services and
resources is on the basis of identified needs and/or service/
resource gaps and never for the benefit of the Case Manager.
Case Managers, where appropriate, will embrace and embed
into their practice a strengths-based approach and principles
of the recovery model and empowerment.
Case Managers will act, where applicable, in a culturally safe
and culturally appropriate manner.
The protection of the Clients interests and others is
paramount.
3.1.8 Safety and Welfare
Case Managers ensure the safety of their Clients and others in
the provision of professional services, resources and advice.
Compliance with all relevant legislation, standards, protocols
and procedures to avoid injury and disadvantage to Clients
and others is a paramount consideration at all times for Case
Managers.
3.1.9 Delegation
Case Managers take all reasonable care to protect the
well-being, interests and safety of Clients and others when
delegating to staff, carers, third parties, subcontractors and
volunteers.
3.1.10 Private Benefits and Gains
Case Managers do not sell, buy, endorse, provide or promote
the sale of services or products in ways that exploit their
relationships with Clients and others.
3.2 Duties to the Employer
3.2.1 Professional Conduct
Case Managers work with, support and in conjunction
with their employers to provide safe, high quality services,
resources and advice.
Case Managers acknowledge and strive to fulfill and achieve
the stated aims and objectives of their employing organisation,
agency or service provider, consistent with the requirements
and obligations of this Code and the CMSA National Standards
of Practice for Case Management.
Responsibilities and obligations owed by Case Managers to
their employers include, but are not limited to:
• exercising due care and attention;
• providing cost-effective services, resources and advice
whilst ensuring quality of care;
• contributing to the development of the employers’ policies,
protocols and procedures;
• being vigilant and proactive by alerting and advising
employers of gaps and/or substandard services, resources
and/or advice and proactively offering best practice
solutions;
• identifying, understandingandobserving relevant statutes,
legislation and regulations in their professional practice;
and
• observing, abiding and implementing any employers’
Codes of Conduct and/or policies and protocols.
When, and if, policies, procedures or protocols of the
employer contravene this Code or the CMSA National
Standards of Practice for Case Management, Case Managers
will endeavour to effect change through consultation, using
appropriate organisational/employer channels.
3.2.2 Professional Competence
Case Managers strive for the best possible standards of
service provision and are accountable for their practice.
Case Managers are committed to quality service and pursue
excellence in a commitment to optimise their professional
competence, as embodied in the qualities of knowledge,
ability, experience and judgment.