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

CM is unable to demonstrate communication with Client regarding limitations and/or variations to resources, services and support; including disengagement [S3C] CM does not inform the agency if Client need/case load surpasses the CM ability to perform and or exceeds program parameters/resources [S4C]

Skilled Standard 2D, Standard 2F, Standard 3C, Standard 4C 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 develops the agreed care plan in alignment with the Client’s goals and identified needs taking into consideration all of the available and anticipated financial resources [S2D] The CM demonstrates responsibility and accountability for the Client budget, financial reporting, justification and disclosure of all expenditure and allocation of funds pursuant to the care plan and in accordance with the program/ agency guidelines [S2D] The CM maintains accurate and current financial records and reporting in accordance with the program/agency guidelines [S2D] The CM demonstrates sound management of the Client budget utilising initiative in the allocation of expenditure to meet Client goals [S2D] The CM can demonstrate the application and/or knowledge of sourcing/securing funded/non funded resources, services or supports from external sources to respond to a specific Client need [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] 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 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 communication with the Client concerning any program limitations and/or variations to resources, services and support; including disengagement [S3C] The CM uses outcomes data to estimate the level of case management required to support the Client and to determine if this fits within the available resources [S4C] CM does not take time to explain or clarify Client’s understanding [S1A] CM does not check for any questions about competency in referral information [S1A] CM continues to have Client sign consent despite questions around competency [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] No documentation by CM regarding the process taken to gain consent [S1A] CM cannot demonstrate how Client feedback was sought [S1A] Documentation by CM demonstrates the dissemination of Client information prior to obtaining consent [S1B] CM is unable to demonstrate the process of utilising available information including previous assessments/referrals [S1B] Assessment does not reflect Client’s perception of their own needs [S1C] A comprehensive assessment is achieved outside of the program/ agency guidelines [S1C] No comprehensive assessment is completed [S1C] 8. Interviewing & Assessment Unskilled Standard 1A – 1E, Standard 1G, Standard 1L, Standard 2E, Standard 4D

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National Skill Set for Effective Case Management Workbook

Chapter One