Course Title: Apply effective case management practice

Part B: Course Detail

Teaching Period: Term1 2014

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


4.Develop plan of action to address identified priorities

Performance Criteria:

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


2.Identify and document complex client needs

Performance Criteria:

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


5.Monitor implementation of client care plan

Performance Criteria:

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


6.Evaluate client outcomes

Performance Criteria:

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


1.Initiate complex case management process

Performance Criteria:

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


3.Identify and consider possible solutions to complex issues

Performance Criteria:

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

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

You will be involved in learning activities in a day long workshop. Activities will include group discussions, critique of reading material and self-reflection exercises. Reflecting on your own work context is a significant aspect of this course, and you will be given opportunities during the workshop to discuss and think about your practice.

Teaching Schedule

There are 10 workshops scheduled for this program.  Workshop 4 covers this unit.
WorkshopTitleDateExplanatory NotesUnit(s) of Competency
4Case management of complex cases,May 2014This workshop explores knowledge and skills required to plan care for clients through provision of services and resources aimed at maximising and enhancing their independence and quality of life. Complex situations to be explored include unemployment, financial distress, homelessness, or drug or alcohol misuse, disability, mental health, child abuse and domestic violence.

CHCCM702B: Implement goal directed care planning (E1, E2, E3, E4, E5, E6 and E7)

CHCCM703A: Apply effective case management practice. (E1, E2, E3, E4, E5, E6)

Learning Resources

Prescribed Texts

None prescribed


Other Resources

A set of readings will be made available to you prior to each workshop. Additional resources will also be available in the learning management tool ‘Blackboard’.

Overview of Assessment

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

Assessment Tasks

This unit has been clustered (grouped) for assessment. For this unit CHCCM703A – Apply effective case management practice you will be required to complete the relevant sections of one assessment tasks as described below:

Case Plan Task: for this course you will be required to write a case plan for a client. Your case plan will outline goals, objectives, activities to achieve goals, timelines and responsibilities, and others involved. You will need to describe and critique how you undertook the initial and ongoing client assessments, from the first stage of determining eligibility, priority and need for services as part of a case management process or as part of an assessment service.

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

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency. These are available from the Program Coordinator. 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