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

CM does not inform the agency if Client need/case load surpasses the CM ability to perform and or exceeds program parameters/resources [S4C] CM documentation demonstrates no Client and key stakeholder feedback is sought and received by CM [S4E]

Skilled

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

The CM clarifies that the Client has understood the reason for the referral and the case management process [S1A] The CM explains the aims and objectives of the CM program to the Client, including any limitations, in order for the Client to make informed choices [S1A] The CM seeks feedback from the Client to confirm the Client’s knowledge and understanding of their rights and responsibilities [S1A] The CM seeks feedback of the Client’s understanding of the complaints/appeals process [S1A] 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 seeks the Client’s informed consent for the dissemination of Client information [S1B] The CM utilises formal/informal support and services (as applicable) to ensure effective communication with the Client [S1D] The CM provides information to the Client in a format/language that is appropriate to the Client’s individual, diverse and/or special needs [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 adapts communication to meet the Client’s individual, diverse and/or special needs with due consideration to the Client’s unique personal circumstances [S1F] Documentation by the CM demonstrates regular communication with the Client, inclusive of the Client’s knowledge and understanding of the program expectations and guidelines [S1F] The CM documentation shows ongoing person centred planning and consultation with the Client and key stakeholders (as applicable) [S1G] Documentation by the CM demonstrates communication of disengagement parameters with the Client [S1H] Documentation by the CM demonstrates the provision of information to the Client about available resources, services and supports (internal and/or external to the program) [S2A] Documentation by the CM demonstrates ongoing communication with the Client concerning program service options, including optional formal/informal resources, services and supports and eligibility requirements (as applicable) [S2A] 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] The CM (as applicable) is competent to communicate and explain financial information to the Client in accordance with the program/agency guidelines [S2D] The CM provides financial information to the Client, in accordance with the program/agency guidelines, including any fees (e.g. program fees and/or Client contribution), funding/budgetary details and the financial limitations/restrictions of the program. The CM ensures the Client understands the information provided [S2D] The CM explains the rationale and steps of developing the care plan with the Client, including the purpose of the goals, objectives, tasks and identified responsibilities (CM and Client), timeframes and the review process [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 regular communication with the Client in accordance with best practice and program/agency guidelines [S3A]

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National Skill Set for Effective Case Management Workbook

Chapter One