Course Title: Develop, facilitate and monitor all aspects of case management

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: HWSS5440C

Course Title: Develop, facilitate and monitor all aspects of case management

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5330 - Diploma of Community Services Work

Course Contact : Zaina Nehme

Course Contact Phone: +61 3 9925 4552

Course Contact

Name and Contact Details of All Other Relevant Staff

Julian Silverman: +61 3 9925 4578
Anne Fitzpatrick: +61 3 9925 0329

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 facilitate all aspects of case planning. This course may apply to work in a range of community service contexts.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCM503C Develop, facilitate and monitor all aspects of case management


1. Conduct case management meetings

Performance Criteria:

1.1 Facilitate information sharing with the client by establishing an appropriate rapport with the client and implementing appropriate procedures including:
- establish purpose, objectives and agenda of the meeting
- facilitate discussion
- resolve conflict where relevant
- identify, negotiate and record outcomes
1.2 Identify and agree boundaries and processes within service delivery, including:
- rights, roles, responsibilities, decision-making processes, accountability and outcomes
- ways of addressing experience, skills, values and
development of participant
- impact of statutory mandates on interventions, the client and significant others
- the impact of value systems of worker, client and key stakeholders on outcomes
- information sharing and planning
- appropriate conflict resolution techniques to be employed
1.3 Define and explore individual family and community needs and rights, and organisation responsibilities to assure the rights are protected for all concerned


2. Develop an appropriate approach to case management

Performance Criteria:

2.1 Develop and utilise case management processes appropriate to implementing statutory requirements
2.2 Implement appropriate processes to facilitate client setting of goals and participation in case management processes
2.3 Integrate appropriate cultural considerations into all aspects of case management planning
2.4 Provide information on rights of appeal and avenues of complaint so client understands their rights


3. Develop an appropriate case management plan

Performance Criteria:

3.1 Develop a case management plan to reflect initial assessment of needs
3.2 Identify the full range of appropriate immediate, short and long term needs of the client and other relevant parties
3.3 Develop action plans to reflect:
- integration of expertise of relevant stakeholders and other service deliverers
- negotiated and agreed goals and operational processes
- a range of strategies to address each goal and to maximise participation in plan
- appropriate resource allocation
- agreed responsibility for delivery
- realistic and agreed indicators of success
- rights and responsibilities of client
3.4 Establish processes for monitoring and changing case plan
3.5 Identify strategies to deal with complex or high risk situations
3.6 Match requirements of case plan to experience, workload and geographical location of worker
3.7 Focus plan on assisting clients to set and achieve realistic targets for change or action and to take personal responsibility


4. Manage case work activities and processes

Performance Criteria:

4.1 Implement strategies to continually monitor the effectiveness of case management processes against agreed goals, relevant services and programs, client and stakeholder satisfaction
4.2 Assess the need for changes in case plan, including the need for ongoing intervention, and develop strategies for alternatives as appropriate
4.3 Successfully negotiate with relevant parties, any proposed changes arising from case review
4.4 Utilise processes for case closure as appropriate, to comply with organisation procedures

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

All courses and learning activities will be supported and complemented by RMIT’s learning management tool "Blackboard". Other essential learning activities will take place during the workshops, and you will also be required to undertake independent studies. Some of the learning activities that you will undertake are:

  • Role plays
  • Group work
  • Case study analysis and discussion

Teaching Schedule

This course has been grouped for delivery and is part of a cluster called: Case Management.  The other courses forming this cluster are: CHCCS500B Conduct complex assessment and referral and CHCCW503A Work intensively with clients.  The delivery schedule for this cluster is found below:

Class Topic Content Units and Elements of Competency
1 Preparing for assessment
  • Establish rapport with clients (effectively)
  • Identifying needs and priorities
  • Identifying and using appropriate assessment tools, different components, priorities for first assessment, appropriate timing to conduct assessment
  • Privacy, policies and procedures, consent, rights and responsibilities, explain assessment processes and use of information
  • Identify own limitations
  • Appropriate language and interpersonal skills to identify diverse client needs
  • How to gather information from the client (engagement)
E1. Prepare for assessment
E2. Assess client needs
2 Assess Client Needs and Analyse Client Needs
  • Providing self-management of behaviour (clients to identify their needs and prioritise them)
  • Identify multiple and complex needs, assess for complexity, eligibility to identify service provision
  • Assess the need for specialist services and processes for monitoring (CHCCW503A)
  • Review changes in need, urgency and priority
  • Secondary consultation to assist in assessment
  • Risk management , to ensure safety of client and worker
E2. Assess client needs
E3. Analyse client needs as a basis for meeting them
3 Evaluate assessment and referral and identify and refer to appropriate services
  • Stages of change
  • Coping strategies and skills– clients to identify these
  • Strength based approach (promoting better outcomes for the client), encourage/empower client’s self-advocacy
  • Work with client to identify and prioritise own needs
  • Collaborative decision making
  • Goal setting
  • Networking (liaising with services)
  • How to identify appropriate services (emphasis of appropriate)
  • Encourage clients to advocate on their behalf
  • Making appropriate referrals to services

E1. Prepare for assessment
E2. Assess client needs
E3. Analyse client needs as a basis for meeting them
E4. Identify and refer to appropriate services to meet client need

E2. Enlist specialist services

4 Case Management Meetings and developing an appropriate approach to case management
  • Case management models
  • Legislation about mandatory reporting
  • Changing in circumstances and impact on the service delivery
  • Seeking feedback from clients
  • Conduct regular reviews of services provision and client needs
  • Routine feedback on individual performance in client service delivery
  • Types of services involved in case management meetings
  • Structure and set up of a case management meeting
  • Case management plan
  • Work effectively with external stakeholders
  • Setting boundaries about roles and responsibilities
  • Client’s and family participation in case management meetings
  • Cultural considerations in aspects of case management planning
E1. Conduct case management meeting
E2. Develop an appropriate approach to case management
E4. Manage case work activities and processes

E5. Evaluate assessment and referral processes



5 Develop appropriate case management plan
  • Resolving conflict
  • Impact of values of all stakeholders on outcomes
  • Information about rights of appeal
  • Explore family and community needs and organisational responsibilities in assuring protection of rights
  • Develop case management plan to reflect initial needs
  • Identify short and long-term needs of client and other relevant parties
  • Develop action plans
  • Understanding complex and high risk situation
E1. Conduct case management meeting
E2. Develop an appropriate approach to case management
E3. Develop an appropriate case management tool



6 Manage case work activities and processes and provide high quality case work
  • Outcomes indicating progress
  • Routine practices for monitoring and changing plan processes, assessing need for change against agreed goals, services, programs and client and stakeholder satisfaction
  • Appropriate strategies and activities available to the client to achieve goals and maximise outcomes (CHCCW503A)
  • Match requirements with worker’s experience, case load and catchment area
  • Employ appropriate processes to optimise outcomes when working with groups
E1. Conduct case management meeting
E3. Develop an appropriate case management tool
E4. Manage case work activities and processes
7 Dealing with conflict and crisis
  • Respond appropriately to potential and actual difficulties and crises; strategies, consistent behaviour, access emergency services, provide recovery (debrief)
E1. Provide high quality case work
8 Case Closure
  • Preparing for case closure
  • Negotiate need for ongoing resource provision, services and support
  • Making arrangements for further participation in support programs and activities
  • Negotiate ongoing levels of appropriate contact with client and other to ensure needs continue to be met
E3. Establish transition processes

Learning Resources

Prescribed Texts

No prescribed textbook required.


Other Resources

You will be provided with the resources and tools for learning in this course. These resources will also be available through Blackboard. You will also have access to the resources in the library.

Overview of Assessment

Assessment for this course is based on completion of three (3) pieces, all of which will be completed in class time. However there are elements of the final assessment task that requires some research by all students. Students will complete each task individually, however they will work in groups to achieve this outcome.
Students will form case management teams in week one (1) and remain in those teams for the duration of this course.

Assessment Tasks

For this course (CHCCM503C Develop, facilitate and monitor all aspects of case management) you will be required to complete the assessment tasks as described below:

Formative Assessment Tasks (to be completed in class):

Task 1 - this task involves the identifycation of the most effective case management model to apply to the case study for the major assessment task.

Task 2 - this task involves the the formulation of outcome measurement tools/frameworks and planning for evaluation of current case plan.

Major Assessment Task:

Mock Case Management Meeting: for this task you will be required to deliver and participate in a mock case management meeting.

Assessment Matrix

This program in delivered in accordance with competency-based assessment, grades include:

CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did Not Submit for assessment

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