CHCCM703A - Apply effective case management practice
Assessor Resource
CHCCM703A Apply effective case management practice
Assessment tool
Version 1.0 Issue Date: April 2024
This unit may apply to work in a range of community sector contexts
This unit describes the knowledge and skills required to undertake complex case management
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not Applicable
Employability Skills
This unit contains Employability Skills
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit of competence will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions
Assessment may be conducted over one or more occasions and should include both the development and promotion of best practice
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to:
an appropriate workplace where assessment can take place
simulation of realistic workplace setting e.g. role plays, writing case notes based on case studies
Method of assessment:
Assessment may include observation, questioning and evidence gathered from the workplace setting
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
This describes the essential skills and knowledge and their level required for this unit.
Essential knowledge:
The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role
These include knowledge of:
Case management models and practices literature
Case Management Society of Australia's National Standards for Practice of Case Management
Wide range of services and resources available to clients
Components of service delivery system
Funding processes and bodies related to provision of relevant services and resources
Characteristics and needs of identified client population
Nature and significance of service setting
Organisation policies and practices relating to case management and client complaint and appeal processes
Professional standards/code of ethics and relevant legislative requirements
Government legislation, regulations, policies and standards
Documentation requirements and practices
Current research literature in area of practice
Essential skills:
It is critical that the candidate demonstrate the ability to:
Work within relevant case management standards, professional standards and applicable legislation, regulations and government policies
Examine clients and aggregate data to reflect case manager performance
Review and apply outcomes data for clients and programs as a means to continually improve practice
Practise in an ethical manner noted by professional discipline or defined ethical standards
Work within guidelines for currently identified best practices
Minimise client dependency by developing their self-advocacy skills
Examine issues related to sustainability of care to address client's level of need
Demonstrate actions to support improvement/maintenance of quality of life for clients
Navigate the service delivery system to meet client needs and support encouragement of client independence where possible
Apply communication and leadership skills with providers to services and resources meet client needs
Maintain client confidentiality when engaging stakeholders
Identify and consider duty of care issues
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role
These include the ability to:
Demonstrate application of skills in:
interviewing
convening and participating in meetings
consultation, liaison and networking
analysis of social, economic, housing, health, personal, family and other factors
report and case note writing
literature review
facilitation
advocacy
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Complex case management process may refer to:
Complexity of client circumstances or needs
Complex range of issues involved in addressing client needs
Involvement of multiple service providers
Longevity of case management process
Family relationship problems
One or more of social, economic, housing and health problems
Complex client needs may refer to:
Client needs requiring multiple service types with heightened needs for collaboration between service providers
Clients with a range of needs that may not be met by available services and resources
Clients who have family and carer needs that require additional service inputs
Clients having unstable health conditions.
Clients have housing and/or financial problems
Substance abuse
Barriers that may restrict person's ability to meet identified goals may include:
Physical, mental or emotional issues or events
Legal or regulatory constraints
Incidents or accidents
Cultural issues
Service provider issues
Eligibility criteria
Unstable housing
Financial problems
Substance abuse
Unstable health
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice
Yes
No
Comments/feedback
Confirm eligibility of persons for case management by matching client profile against service criteria
Obtain person's consent to their involvement in case management, ensuring the client understands their rights and responsibilities
Collect information about person, ensuring confidentiality and privacy and minimising any duplication
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
Recognise and respect person's right to self-determination within legal parameters
Identify social, economic, housing, personal and family factors that may influence person's health, well being and level of dependence/independence
Explain case management process to person, ensuring their understanding of relevant complaint/appeal processes and service criteria for disengagement
Ascertain specific cultural needs of person as a basis for providing appropriate services and support for their development
In conjunction with person, identify their needs as a basis for planning an intervention and identifying appropriate resources
Document and confirm identified needs with person, using language that is understood by them
Work with person to identify and analyse risk factors and determine needs that may have greater impact on their well being
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
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
Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework
Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of individuals
Advocate for client-oriented solutions to complex identified needs at service delivery and policy-making levels
Draw on established collaborative relationships as required to provide care and optimise outcomes for clients with complex needs
Use collaboration to generate innovative responses to meet person's needs where available solutions are not sufficient or effective
Maintain strong up-to-date knowledge of available resources and services within the community and area of expertise
Use client-identified goals and needs assessment as basis for developing and agreeing plan of action
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
Support and develop person's ability to independently access alternative resources to address identified needs
Conduct research as required to establish an informed factual basis for formulating plan of action
Evaluate any barriers that may restrict person's ability to meet identified goals and determine strategies to minimise their impact
Ensure plan of action is within person's financial resources
Network with appropriate professionals and organisations to maximise potential for achieving person's goals and addressing identified needs
Convene and/or participate in case conferences with services providers and/or family carers and relevant others as required
Seek and obtain person's consent before undertaking any referrals to other services and/or organisations
Provide person with clear understanding of available services and choices, so they are an informed participant in all stages of case management process
Document person's goals, including measurable criteria, as a basis for determining effectiveness of interventions provided
Regularly monitor planned services, support and resources against client-identified goals to ensure effective implementation of their care plan
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
Foster and support collaborative relationships between clients, carers, service providers and funding bodies to support people with complex needs
Maintain professional rapport with service providers to enable objective discussion of case management plan, identification of problems and adjustment as necessary
Advocate for service system improvements by identifying and communicating gaps and/or inadequate services to program managers
Make adjustments to services, supports and resources as required to best meet person's needs
Document and report to relevant organisation or funding body, likely implications from any variations to expected care plan
Undertake periodic reassessment and evaluation of outcomes against expected outcomes with reference to available evidence
Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in care plan
Take into account adjustments made to services and resources to better address person's ongoing situation and changing needs
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
Work with person to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement, where applicable
Demonstrate accountability for adjustments to the care plan and associated financial outcomes
Identify opportunities for person to maintain or develop independence within any aspects of their overall care
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
Forms
Assessment Cover Sheet
CHCCM703A - Apply effective case management practice
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Assessment Record Sheet
CHCCM703A - Apply effective case management practice
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