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

Documentation by the CM includes examples of the effective engagement of key stakeholders by the CM to advocate for Client specific needs [S3E] The CM recommends/refers the Client to a suitably qualified individual/service for independent advocacy advice and support for matters outside of the CM’s scope of practice and/or qualifications/expertise [S3E] The CM facilitates the disengagement phase in accordance with the Client and key stakeholders (as applicable) expectations, needs and preferences and in accordance with the program/agency guidelines [S4E]

4. Communication Unskilled

Standard 1A, Standard 1C – 1F, Standard 1H, Standard 2B – 2F, Standard 3A – 3D, Standard 4A, Standard 4C, Standard 4E

CM does not take time to explain or clarify Client’s understanding [S1A] CM does not explain program parameters. No documentation of Client involvement [S1A] Client is admitted onto program with no understanding of their rights and responsibilities. Non-compliance to agency policy [S1A] CM cannot demonstrate how Client feedback was sought [S1A] Case Manager does not discuss with Client the priority areas identified from assessment [S1C] No provision of information. CM provides information in a format that does not meet the Client’s special needs [S1D] CM does not communicate identified risks and management strategies to Client [S1E] CM does not inform key stakeholders regarding risk factors around identified risk or competency [S1E] Documentation by CM does not demonstrate communication of disengagement parameters to Client [S1H] The CM cannot provide documentation to show that they have made/discussed referrals to appropriate services to facilitate independence [S2B] CM does not discuss barriers or options with Client [S2C] CM does not liaise with agency/key stakeholders over their risk concerns [S2C] CM does not discuss or disclose financial limitations of care plan [S2D] CM does not discuss privately paid options available to Client to procure additional services outside of the care plan [S2D] CM is unable to explain how goal setting and review processes were discussed with Client [S2E] CM documentation does not identify/ support Client consultation [S2F] CM cannot provide examples of seeking input from peers, etc [S2F] CM does not clarify their role [S3A] Documentation does not demonstrate the timely advisement of changes affecting Clients [S3A] CM is unable to demonstrate the provision of any active assistance to Client in providing feedback to key 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 is unable to demonstrate communication with Client regarding limitations and/or variations to resources, services and support; including disengagement [S3C] CM does not provide Clients with information about legal services [S3D] There is no documentary evidence by CM that rights and responsibilities have been reviewed and discussed with the Client [S4A] No documentation by CM to show feedback from key stakeholder has been received and used to evaluate Client progress/experience towards agreed goals [S4A] CM does not individualise communication to suit the Client’s special needs [S1F] CM does not document they have discussed program information with the Client [S1F]

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National Skill Set for Effective Case Management Workbook

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Chapter One