Course Title: Apply effective case management practice

National Element Code & Title:

CHCCM703A Apply effective case management practice

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
 

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
 

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
 

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

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
 

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