Course Title: Apply effective case management practice

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: HWSS5717C

Course Title: Apply effective case management practice

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C0045 - Vocational Graduate Certificate in Community Services Practice(Client assessment & case management)

Course Contact : Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 75

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

Not applicable.

Course Description

This course describes the knowledge and skills required to undertake complex case management. This unit may apply to work in a range of community sector contexts.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCM703A Apply effective case management practice


1.Initiate complex case management process

Performance Criteria:

1.1 Confirm eligibility of persons for case management by matching client profile against service criteria
1.2 Obtain person's consent to their involvement in case management, ensuring the client understands their rights and responsibilities
1.3 Collect information about person, ensuring confidentiality and privacy and minimising any duplication
1.4 Work with person to identify and prioritise their needs to inform more comprehensive assessment and to identify relevant goals that are achievable within an identified timeframe
1.5 Recognise and respect person's right to self-determination within legal parameters
1.6 Identify social, economic, housing, personal and family factors that may influence person's health, well being and level of dependence/independence
1.7 Explain case management process to person, ensuring their understanding of relevant complaint/appeal processes and service criteria for disengagement
1.8 Ascertain specific cultural needs of person as a basis for providing appropriate services and support for their development


2.Identify and document complex client needs

Performance Criteria:

2.1 In conjunction with person, identify their needs as a basis for planning an intervention and identifying appropriate resources
2.2 Document and confirm identified needs with person, using language that is understood by them
2.3 Work with person to identify and analyse risk factors and determine needs that may have greater impact on their well being
2.4 Estimate the level of case management support required to implement person's care plan and discuss this with those involved in aspects of case management


3.Identify and consider possible solutions to complex issues

Performance Criteria:

3.1 Identify complex legal and ethical issues and questions pertaining to aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources to assist with their resolution as required
3.2 Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework
3.3 Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of individuals
3.4 Advocate for client-oriented solutions to complex identified needs at service delivery and policy-making levels
3.5 Draw on established collaborative relationships as required to provide care and optimise outcomes for clients with complex needs
3.6 Use collaboration to generate innovative responses to meet person's needs where available solutions are not sufficient or effective
3.7 Maintain strong up-to-date knowledge of available resources and services within the community and area of expertise


4.Develop plan of action to address identified priorities

Performance Criteria:

4.1 Use client-identified goals and needs assessment as basis for developing and agreeing plan of action
4.2 Support person to make informed decisions, providing necessary information in a timely manner, reflecting understanding of their current situation, probable future situation and ensuing care needs
4.3 Support and develop person's ability to independently access alternative resources to address identified needs
4.4 Conduct research as required to establish an informed factual basis for formulating plan of action
4.5 Evaluate any barriers that may restrict person's ability to meet identified goals and determine strategies to minimise their impact
4.6 Ensure plan of action is within person's financial resources
4.7 Network with appropriate professionals and organisations to maximise potential for achieving person's goals and addressing identified needs
4.8 Convene and/or participate in case conferences with services providers and/or family carers and relevant others as required
4.9 Seek and obtain person's consent before undertaking any referrals to other services and/or organisations
4.10 Provide person with clear understanding of available services and choices, so they are an informed participant in all stages of case management process
4.11 Document person's goals, including measurable criteria, as a basis for determining effectiveness of interventions provided



5.Monitor implementation of client care plan

Performance Criteria:

5.1 Regularly monitor planned services, support and resources against client-identified goals to ensure effective implementation of their care plan
5.2 Ensure appropriate level of rapport and communication with client is maintained as required to support disclosure of information regarding delivery of services and resources in line with care plan
5.3 Foster and support collaborative relationships between clients, carers, service providers and funding bodies to support people with complex needs
5.4 Maintain professional rapport with service providers to enable objective discussion of case management plan, identification of problems and adjustment as necessary
5.5 Advocate for service system improvements by identifying and communicating gaps and/or inadequate services to program managers
5.6 Make adjustments to services, supports and resources as required to best meet person's needs
5.7 Document and report to relevant organisation or funding body, likely implications from any variations to expected care plan


6.Evaluate client outcomes

Performance Criteria:

6.1 Undertake periodic reassessment and evaluation of outcomes against expected outcomes with reference to available evidence
6.2 Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in care plan
6.3 Take into account adjustments made to services and resources to better address person's ongoing situation and changing needs
6.4 Ensure evaluation includes determination of client satisfaction, comparison of costs against benefits received and assessment of quality and effectiveness of service delivery and case management components
6.5 Work with person to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement, where applicable
6.6 Demonstrate accountability for adjustments to the care plan and associated financial outcomes
6.7 Identify opportunities for person to maintain or develop independence within any aspects of their overall care
6.8 Document and report quantifiable impacts experienced by person as a result of implementation of care plan and indicate how client-centred outcomes have been achieved

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

Essential learning activities will take place during a series of 1 day workshops. You will also be required to undertake independent studies.

Some of the learning activities that you will undertake are:
• Analysis of current case studies
• Self- reflection exercises
• Discussion groups relating to theoretical and practice-based topics
• Problem based activities

Reflecting on your own work content is a significant aspect of this course, and you will be given opportunities during the workshops to discuss and think about your practice.

All courses and learning activities will be supported and complemented by RMIT’s learning management tool “blackboard”. You will be required to participate in on line learning activities each month using the discussion board forum.

Teaching Schedule

There are 10 workshops scheduled for this program. This course is taught and assessed together with the following courses: CHCCM702B: Implement goal directed care planning and CHCCM701B: Undertake advanced client assessments

and will be covered in detail in workshops 1, 2 and 3.

Date Content Course
Feb 2015 Assessment, care planning and case management

CHCCM701B: Undertake advanced client assessments

CHCCM702B: Implement goal directed care planning

CHCCM703A: Apply effective case management practice

March 2015
April 2015

While your teacher will cover all the material in this schedule, the order is subject to change depending on class needs and availability of guest speakers and resources

Learning Resources

Prescribed Texts


Other Resources

Additional resources will also be available in the learning management tool “Blackboard”. A set of readings will be made available to you prior to each workshop. A list of program specific resources, including journals and texts that may support you in the program, can also be found on the link to the RMIT library in “Blackboard”.

Overview of Assessment

Assessment for this course is based on a written case plan for a client.

Assessment Tasks

This course has been clustered (grouped) for assessment with the following courses: CHCCM702B: Implement goal directed care planning and CHCCM703A: Apply effective case management practice.

Assessment is a 3,000 page report focusing on a case study and identifying and critiquing the main areas of;
• assessment
• planning
• implementation
• evaluation
• review and
• case closure

Further details of how assessment tasks are mapped to individual courses are available from the Program Coordinator.

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant course. These are available from the Program Co-ordinator.

Other Information

Assessment Tasks Submission Cover Sheet
You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.

It is strongly advised that you attend all workshops in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

You will receive verbal and written feedback by teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency. Information regarding student feedback can be found at:;ID=9pp3ic9obks7

Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. The student progress policy can be found at:;ID=vj2g89cve4uj1

Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Information regarding application for special consideration can be found at:;ID=g43abm17hc9w

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. For more information on this policy go to Academic Integrity Web site:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview