© 2015 National Skill Set For Effective Case Management in AUS & NZ: Skills Workbook

CM does not liaise with agency/key stakeholders over their risk concerns [S2C] CM cannot provide examples of seeking input from peers, etc [S2F] 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 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] CM does not facilitate disengagement phase in accordance with the Client and key stakeholders (as applicable) expectations, needs and preferences and agency/program and/or funding body guidelines and/or policies and procedures [S4E] The CM seeks the Client’s informed consent for the dissemination of Client information [S1B] Documentation by CM demonstrates the dissemination of Client information prior to obtaining consent [S1B] The CM identifies limitations in their professional scope of practice and/or qualifications/expertise and initiates a referral of the Client to a suitably qualified individual/service for specialist expertise/input [S1C] The CM utilises formal/informal support and services (as applicable) to ensure effective communication with the Client [S1D] The CM informs key stakeholders of identified risk factors, including (as applicable) any issues regarding the Client’s level of competency/capacity [S1E] The CM in partnership with the Client and key stakeholders facilitates referrals to alternative programs or settings where the Client’s individual, diverse and/or special needs and goals can be met more appropriately [S1H] Documentation by the CM demonstrates the involvement of key stakeholders to endorse and support Client independence. The CM (as applicable) facilitates the referral of the Client to appropriate (formal/informal) services to facilitate Client independence [S2B] The CM acts purposely and decisively, in partnership with the Client, to seek advice and/or recommendations from key stakeholders; engaging their support and collaboration for the removal of Client barriers (within individual local level) [S2C] Documentation by the CM demonstrates the execution of the activities and interventions by the CM and Client necessary for accomplishing the agreed goals within the care plan; including ongoing communication and sharing of information between the CM, the Client and/or key stakeholders [S2E] Documentation by the CMdemonstrates the CMdocuments Client’s and/or key stakeholder/s engagement, collaboration and contribution to innovative ideas and solutions to meet the Client’s individual, diverse and/or special needs [S2F] The CM can demonstrate the use of peer support, case conferences, interagency collaboration, informal supports and folk systems, contracting and networking to generate ideas for solutions [S2F] 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] 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] Skilled Standard 1B, Standard 1D – 1E, Standard 1H, Standard 2B – 2C, Standard 2E – 2F, Standard 3B – 3C, Standard 3E, Standard 4E

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National Skill Set for Effective Case Management Workbook

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Chapter One