This unit applies to job roles such as injury management advisers and case managers of claims and may be applied in the claims area of the personal injury management and rehabilitation sectors.
This unit describes the performance outcomes, skills and knowledge required to manage personal injury case loads. It encompasses managing case loads, providing individual case management, conducting initial assessments, planning rehabilitation services, monitoring rehabilitation progress and ensuring effective closure programs.
This unit may apply to job roles subject to licensing, legislative, regulatory or certification requirements so Commonwealth, State or Territory requirements should be confirmed with the relevant body.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
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, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
manage case loads effectively and provide individual case management
conduct initial assessment service in the case management process to plan rehabilitation services with relevant stakeholders
monitor and review rehabilitation progress
provide effective closure interviews demonstrating knowledge of organisation policies and procedures on case management and relevant legislative requirements.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisation policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.
Guidance information for assessment
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.
Required skills
highly-developed communication skills to:
determine and confirm information, using questioning and active listening as required
develop a network of relevant stakeholders
provide effective consultation
liaise with others, share information, listen and understand
use language and concepts appropriate to cultural differences
numeracy and IT skills to:
perform calculations related to achieving required outcomes
use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes
access and update records electronically
use internet information
well-developed literacy skills to:
read and interpret documentation from a variety of sources and record and consolidate relevant related information
interpret and apply legislation, regulations and policies and procedures relating to maintaining effective personal injury case loads
research and analysis for accessing and interpreting relevant information
effective interpersonal skills
organisation skills, including the ability to plan and sequence work
teamwork skills for working with relevant stakeholders to achieve rehabilitation goals
Required knowledge
relevant organisation policies and procedures to assist in the management and compliance of personal injury claims
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. 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) may also be included.
Case load management may include:
allocating time for problem solving
clustering interviews
dealing with stakeholders
diarising contracted services and follow-up
monitoring case loads and progress
reviewing work plans on a weekly basis
rescheduling when necessary
scheduling time for mail, answering calls
scheduling time for new referrals and assessment interviews, work site visits, preparing referrals, report and data submission
using diary and planning grids.
Plan requirements may include:
equipment modification requirements
information on other stakeholders
medical requirements
resource and equipment requirements
timing requirements
venue requirements
workplace/home modification requirements.
Stakeholders may include:
allied health professionals
community organisations
co-workers
family members
insurers
reviewing and consulting medical practitioners
treating medical practitioners
unions and union representatives
work trial hosts
workplace supervisors.
Case plans must include:
appropriate services
appropriate timeframes
associated costs of achieving rehabilitation.
Multidisciplinary teams may consist of:
community groups
employers
medical rehabilitation specialists
social rehabilitation specialists
vocational rehabilitation specialists.
An injured worker's long-term management of their injury may include:
methods of maintaining physical fitness once the program is complete
self-monitoring activity in the workplace.
Closure interviews or contact with the worker may include:
goals achieved
self-management strategies
timelines for case program closure.
Consultation may include:
documented evidence of communication and agreement by other stakeholders
documented evidence of contact with injured work, indicating discussion and agreement for case closure.
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
Understanding of the skills required to prioritise case load management is demonstrated
Strategies are implemented and used to manage case load commitments in line with current personal injury case plans, timeframes and in accordance with organisation guidelines
Strategies used for keeping stakeholders consulted and informed of the progress of each case are implemented
Strategies used to monitor and review progress of current case loads are implemented
Strategies and referral processes for managing and handling non-timetabled events and situations are implemented
Organisation strategies for meeting, reporting and data submission commitments for the case load are followed
Case management loads are maintained in accordance with organisation and legislative requirements
Where necessary, additional personal injury cases are referred to appropriate personnel
Organisation procedures and guidelines are adhered to throughout the personal injury management process, from referral to closure
Appropriate internal or external stakeholder referrals for injured workers requiring personal injury management and vocational rehabilitation services are sought
Organisation guidelines and procedures are followed for the collection of information required, from initial assessment through to case closure
Personal injury plans and programs are implemented using a cooperative approach ensuring all stakeholders are informed of plan requirements
Appropriate agreement, signatures and authorisations are obtained prior to an injured person returning to work
Contact, monitoring, review and closure process are adhered to and used in accordance with organisation requirements
Contact is made with stakeholders to gather relevant information on personal injury case in accordance with organisation guidelines and legislative requirements
Additional information is sought and obtained from relevant stakeholders as required
Initial interview and assessment is conducted in accordance with organisation guidelines and legislative requirements in order to determine conclusions
Need for specific assessment and referral services is determined in line with legislation, and referrals are provided for these in accordance with organisation policies and procedures
Appropriate information required to support the referral process (internal and external) is provided to stakeholders in accordance with organisation guidelines and legislative requirements
Agreement on goals is made, in consultation with client, treating medical practitioner, employer and other key stakeholders
Additional sources of information relevant to the rehabilitation planning and process are identified and accessed appropriately
Appropriate goal setting process are negotiated with the person in accordance with organisation guidelines
People are assisted, in accordance with organisation policies and procedures, to demonstrate costs and benefits of options to assist them with the decision making process
Case plans are developed
Strategies for obtaining approvals from the treating medical practitioner and stakeholders prior to the commencement of a return to work and health program are obtained in accordance with organisation policies and procedures
Regular communication is maintained with relevant stakeholders throughout the rehabilitation program
Organisation guidelines are used to determine when to schedule multidisciplinary team and review meetings
Organisation processes are used to identify services, costs and methods of evaluation at each stage of the rehabilitation process
Indicators and triggers which suggest modification or alteration to the case plan are identified in accordance with organisation guidelines and case plan is modified or altered accordingly
Organisation guidelines are used for monitoring the progress and effectiveness of a person's case
Techniques are used in assisting an injured person with the long-term management of their injury
Organisation policies and procedures, and legislative requirements are used to identify when the provision of case services are no longer appropriate
Closure interviews or contact with the worker, are communicated using appropriate techniques
Consultation with relevant stakeholders required at the vocational program closure is undertaken in accordance with organisation guidelines and legislative requirements
Program closure is recorded and files are archived in accordance with record keeping requirements
Forms
Assessment Cover Sheet
FNSPIM411A - Manage personal injury case loads
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
FNSPIM411A - Manage personal injury case loads
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent