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

CM does not access appropriate services to support Client’s special needs [S1D] No support and services (formal and informal) are accessed [S1D] CM documentation does not demonstrate CM has accessed/utilised appropriate information and resources to meet 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 ongoing person centred planning in consultation with the Client and key stakeholders [S1G] CM does not review services or settings with Client for ongoing appropriateness [S1H] CM does not source or provide information to the Client [S2A] CM cannot demonstrate research into local networks and new services [S2A] No evidence Client is involved in the decision making [S2A] CM documentation does not demonstrate Client driven initiative or decision making [S2B] CM is unable to provide examples of services that the Client has arranged independent of the CM for themselves [S2B] 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 prepare Client for barriers [S2C] CM does not utilise supports. CM has no knowledge of program/ agency guidelines [S2C] CM does not liaise with agency/key stakeholders over their risk concerns [S2C] 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] There is no documentary evidence by CM to show that the Client has been given a copy of agreed goals/care plan [S2E] CM has responsibility for all actions without consideration of shared responsibilities [S3A] Documentation does not demonstrate the timely advisement of changes affecting Clients [S3A] CM cannot state eligibility criteria and referral processes of other agencies [S3A] CM is unable to demonstrate the provision of any active assistance to Client in providing feedback to key stakeholders [S3B] CM documentation does not demonstrate allocation of roles/responsibilities between multiple 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 fails to refer Client for specialist assessment when indicated [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] The CM cannot demonstrate Client choice or involvement in accessing appropriate services, supports and resources [S3E] CM does not review and/or adjust the intensity of case management where Clients have demonstrated an ability to advocate for themselves [S3E] All actions are the CM’s, regardless of ability of Client to contribute [S2E] CM documentation does not identify/ support Client consultation [S2F] CM cannot provide examples of seeking input from peers, etc [S2F] Contact not maintained by CM as per agency guidelines [S3A]

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National Skill Set for Effective Case Management Workbook

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Chapter One