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

The CM in partnership with the Client and key stakeholders addresses any identified risks. The CM documents (as applicable) the Client’s voluntary assumption of risk in accordance with the program/agency guidelines [S1E] 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] The CM, in partnership with the Client, records and prioritises the Client’s agreed long-term and short-term goals [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] Documentation by the CM demonstrates the increasing self autonomy of the Client’s decisions and the Client’s initiative in the instigation of actions to achieve their long-term and short-term goals [S2B] The CM can provide examples of resources, services and supports the Client has arranged/accessed independent of the CM [S2B] 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] Documentation by the CM demonstrates the process undertaken in partnership with the Client to identify any barrier/s (potential, current or future) and the strategies and/or interventions (as necessary) to minimise the impact on a barrier/s on the Client’s ability to achieve the desired goal [S2C] The CM maintains accurate and current financial records and reporting in accordance with the program/agency guidelines [S2D] The CM can demonstrate competency in financial acumen (i.e. knowledge, skill, and expertise), including the preparation/ administration of the Client budget and the interpretation/understanding of financial reports. The CM (as applicable) is competent to communicate and explain financial information to the Client in accordance with the program/agency guidelines [S2D] Documentation by the CM demonstrates the agreed Client care plan promotes Client empowerment, self autonomy and self determination and includes a record of well stated, evidenced based and measurable goals, strategies, timeframes, responsibilities and outcomes [S2E] 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 CM demonstrates the CM documents 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] Documentation by the CM demonstrates regular communication with the Client in accordance with best practice and program/agency guidelines [S3A] The CM documents ongoing discussions with the Client regarding the clarification of the CM role and the agreed actions and responsibilities within the care plan [S3A] Documentation by the CM demonstrates the prompt communication to the Client of any changes to agreed services within the care plan, including delays, interruption and/or termination of services [S3A] 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] 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] The documentation by the CM demonstrates the adjustment of resources, services and supports in response to the changing needs of the Client [S3C] Documentation by the CM demonstrates an alignment of the timeframes for actions/ interventions to the agreed Client goals within the care plan [S3C]

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National Skill Set for Effective Case Management Workbook

Chapter One