Elements and Performance Criteria
- Conduct case management meetings
- establish purpose, objectives and agenda of the meeting
- facilitate discussion
- resolve conflict where relevant
- identify, negotiate and record outcomes
- 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
- Develop an appropriate approach to case management
- Develop and utilise case management processes appropriate to implementing statutory requirements
- Implement appropriate processes to facilitate client setting of goals and participation in case management processes
- Integrate appropriate cultural considerations into all aspects of case management planning
- Provide information on rights of appeal and avenues of complaint so client understands their rights
- Develop an appropriate case management plan
- 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
- Establish processes for monitoring and changing case plan
- Identify strategies to deal with complex or high risk situations
- Match requirements of case plan to experience, workload and geographical location of worker
- Focus plan on assisting clients to set and achieve realistic targets for change or action and to take personal responsibility
- Manage case work activities and processes
- Implement strategies to continually monitor the effectiveness of case management processes against agreed goals, relevant services and programs, client and stakeholder satisfaction
- Assess the need for changes in case plan, including the need for ongoing intervention, and develop strategies for alternatives as appropriate
- Successfully negotiate with relevant parties, any proposed changes arising from case review
- Utilise processes for case closure as appropriate, to comply with organisation procedures