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

CM can give no examples of assisting a Client to advocate on their own behalf [S3E] CM is unable to identify examples of working with a range of key stakeholders to advocate for Client specific needs [S3E] There is no documentation by CM to show that reviews have been carried out as requested by the Client [S4A] There is no documentary evidence by CM that rights and responsibilities have been reviewed and discussed with the Client [S4A] No documentation by CM to show feedback from key stakeholder has been received and used to evaluate Client progress/experience towards agreed goals [S4A] CM does not review Client’s competence to make informed decisions [S4A] CM cannot give an example of a service gap or an example of their role in assisting an agency to address a service gap [S4B] CM documentation demonstrates no Client and key stakeholder feedback is sought and received by CM [S4E] CM does not facilitate disengagement phase in accordance with the Client and key stakeholders (as applicable) expectations, needs and preferences and agency/program and/or funding body guidelines and/or policies and procedures [S4E] CM does not access available supervision [S4I] CM does not participate in networking or peer support opportunities [S4I] 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 1A – 1H, Standard 2A -2F, Standard 3A – 3E, Standard 4A – 4B, Standard 4D – 4E, Standard 4G – 4L Before obtaining consent, the CM clarifies any issues regarding the Client’s level of competency and includes any formal guardians [S1A] The CM seeks feedback from the Client to confirm the Client’s knowledge and understanding of their rights and responsibilities [S1A] Documentation by the CM demonstrates the CM has obtained the Client’s informed consent at the commencement of the program. The CM facilitates an alternative option for a Client who is unable to sign a cons The CM seeks feedback of the Client’s understanding of the complaints/appeals process [S1A] The CM seeks the Client’s informed consent for the dissemination of Client information [S1B] Documentation by the CM demonstrates the facilitation of Client research, interviews and the acquisition of information (including previous assessments and referral information) to establish the factual basis to proceed with the assessment [S1B] The Client’s perception of their own needs forms the basis of the assessment process [S1C] The Client and CM prioritise agreed areas resulting from the comprehensive assessment [S1C] The CM identifies limitations in their professional scope of practice and/or qualifications/expertise and initiates a referral of the Client to a suitably qualified individual/service for specialist expertise/input [S1C] The CM identifies prompts from referral sources and key stakeholders to indicate that the Client may have a diverse and/or special need/s [S1D] The CM utilises formal/informal support and services (as applicable) to ensure effective communication with the Client [S1D] 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] Skilled

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National Skill Set for Effective Case Management Workbook

Chapter One