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

7. (a) List the key elements of building rapport and developing trust with the client. (b) List some of the challenges and barriers you may encounter in establishing the case manager/client relationship. (c) Specify the actions you would implement to minimise or remove the barriers you have listed.

8. (a) List the steps you would take to involve the client in matters concerning their consent, rights and responsibilities and the complaints/appeals process. (b) Describe how you would verify the clients understanding of consent, rights and responsibilities and the complaints/appeals process. (c) List the tools and documents you would use in this process. (d) Explain how you would provide the evidence (proof) of your actions.

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National Skill Set for Effective Case Management Workbook

Chapter Two