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

There is no demonstration by CM of formal evaluations [S4A] There is no documentary evidence by CM that rights and responsibilities have been reviewed and discussed with the Client [S4A] Client consent not reviewed by CM [S4A] Consent reviewed but not in accordance with agency/program and/or funding body guidelines and/ or policies and procedures [S4A] Documentation by CM does not demonstrate the comparison of actual outcomes against expected outcomes recorded within Client goals [S4A] The CM is not able to propose alternative scenarios that could have led to the Client’s outcomes [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] Client outcomes are not assessed against expected outcomes (research or other Clients) [S4A] Client outcomes are not recorded by CM in accordance with agency/ program and/or funding body guidelines and/or policies and procedures [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 does not inform the agency if Client need/case load surpasses the CM ability to perform and or exceeds program parameters/resources [S4C] Documentation by CM demonstrates no amendment to the agreed goals within the care plan arising from Client feedback and evaluation [S4D] CM does not adequately assess for changes in Client quality of life [S4D] CM does not document quality of life factors [S4D] CM documentation does not demonstrate evidence that Client goals have been met [S4E] 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 unable to appraise quality information using best practice framework [S4F] CM identifies issues of quality improvement but does not raise them [S4F] CM practises in a manner contrary to current evidence based research findings [S4F] CM is unable to identify sources of information that identify as best practice [S4F] CM does not contribute to the development and review of agency policy and procedures [S4G]

CM is not aware/able to access agency guidelines, policies and procedures [S4G] CM operates outside of agency guidelines, policies and procedures [S4G] CM is aware that agency guidelines, policies and/or procedures contradict available research however takes no action [S4G] CM does not participate in projects when opportunities are available [S4H] CM is unable to adequately critique the quality or appropriateness of research to case management practice or performance [S4H] CM is unable to demonstrate where practice issues relating to research or Client outcomes data has been shared within the agency [S4H]

CM does not demonstrate utilisation of data to improve performance [S4H] CM does not reflect on outcome findings to address gaps and trends [S4H] CM is unable to demonstrate critical analysis of information relating to practice [S4H] CM does not access available supervision [S4I] CM does not participate in networking or peer support opportunities [S4I]

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National Skill Set for Effective Case Management Workbook

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Chapter One