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

CM does not participate in performance reviews, development or education activities [S4J] CM does not monitor skill level nor participate in professional development activities [S4J]

CM does not share certification, conference, practice knowledge, research and training with colleagues [S4J] CM does not engage in reflective practice nor seek out professional development activities and education [S4J] CM is not involved in any networking activities. CM does not share experiences and ideas within networks/special interest groups [S4K] CM does not identify or attend training related to specific Client group needs [S4K] CM is not involved in case management networks [S4L] CM does not participate in opportunities to raise issues of case management [S4L] Standard 2G, Standard 3A -3E, Standard 4A - 4L CM informs the agency of instances where policies/procedures/guidelines require amendments to reflect the best practices noted in available research [S4G] The CM can demonstrate compliance with the CMSA National Code of Ethics and professional disciplines code of ethics (as applicable) [S2G] Documentation by the CM demonstrates regular communication with the Client in accordance with best practice and program/agency guidelines [S3A] The CM demonstrates clear communication strategies that are consistent with the Client’s goals e.g. frequency of contact [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] The CM demonstrates a sound knowledge and understanding of the eligibility criteria and referral process to external agencies in order to facilitate Client outcomes [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] 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] 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] 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 is able to identify applicable legislation that informs their practice [S3D] The CM demonstrates compliance with all agency/program statutory and/or mandatory reporting requirements and legislation [S3D] The CM can identify examples of statutory/mandatory reporting specific to their area of practice [S3D] The CM demonstrates a sound knowledge and understanding of the process to assist the Client to access legal advice e.g. independent advocate, tenancy authority and domestic violence [S3D] The CM respects and promotes the importance of a Client’s right to self determination. The CM demonstrates a comprehensive knowledge and thorough understanding of Client self determination and how to effectively respond to and manage barriers and/or limitations in accordance with program/agency guidelines [S3D] Skilled

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National Skill Set for Effective Case Management Workbook

Chapter One