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

The CM can demonstrate the use of peer support, case conferences, interagency collaboration, informal supports and folk systems, contracting and networking to generate ideas for solutions [S2F] Documentation by the CM demonstrates regular communication with the Client in accordance with best practice and program/agency guidelines [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] 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 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] Documentation by the CM demonstrates the communication of required statutory or mandatory reporting by the CM to the Client and/or key stakeholders, including the role and responsibilities of all parties [S3D] The CM supports the Client in self advocacy, including (as applicable) the provision of education and information concerning self knowledge, their rights and responsibilities, communication and negotiation skills, finding support and developing an advocacy action plan [S3E] The CM reviews and/or adjusts the level of case management support provided to the Client subsequent to an evaluation of the Client’s self advocacy skills [S3E] The CM can demonstrate how they evaluate the Client’s self advocacy skills and/or support the Client to develop self advocacy skills. The CM facilitates access by the Client to resources, supports (informal/formal) and services for the support and development of the Client’s self advocacy skills [S3E] Documentation by the CM includes examples of the effective engagement of key stakeholders by the CM to advocate for Client specific needs [S3E] The CM recommends/refers the Client to a suitably qualified individual/service for independent advocacy advice and support for matters outside of the CM’s scope of practice and/or qualifications/expertise [S3E] Documentation by the CM demonstrates Client reviews are undertaken in accordance with the agreed timeframes in the Client care plan and the program/agency guidelines. The CM demonstrates responsiveness to the Clients changing needs by adjusting the frequency of reviews as required and/or requested by the Client [S4A] The CM documents feedback from the Client and/or key stakeholders and uses this information to evaluate progress toward the Client’s goals or impacts on the Client’s experiences [S4A] The CM reviews the Client’s level of competency/capacity to make informed decisions and/or seeks specialist opinion (as applicable) [S4A] The CM is able to demonstrate practices that promote the development/extension of resources for identified service gaps for the Client’s one-off needs [S4B] Documentation by the CM demonstrates that the Client’s feedback and evaluation has been central to the review and adjustments to the agreed goals within the care plan [S4D]

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National Skill Set for Effective Case Management Workbook

Chapter One