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Elements and Performance Criteria

1. Elements define the essential outcomes.
2. Determine appropriate response to case management in accordance with organisation and legislative requirements
   • Develop and utilise case management processes in accordance with statutory requirements
   • Implement appropriate processes to enable the client to set goals and participate 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 the client understands rights and responsibilities
3. Conduct case management meetings
   • Facilitate information sharing with the client and establish an appropriate rapport
   • Identify and agree client and worker roles, responsibilities, boundaries and processes of service delivery
   • Determine and agree organisation, family and community needs, responsibilities and rights
4. Develop an appropriate case management plan
   • Collaborate with the client to identify strengths, abilities and goals and develop an agreed approach to case management
   • Develop a case management plan to reflect initial assessment of needs
   • Work with the client to identify the full range of immediate, short and long term needs of the client and other relevant parties
   • Establish and agree on processes to monitor and change 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 or service provider
   • Assist clients to set and achieve realistic targets for change or action and to take personal responsibility
5. Monitor and review case work activities and processes
   • Implement strategies to regularly monitor the effectiveness of case management processes against agreed goals, service provision and client and stakeholder satisfaction
   • Assess the need for changes in case plan and develop strategies for appropriate alternatives and/or ongoing interventions
   • Negotiate with relevant parties any proposed changes arising from case review
   • Document all case work interventions in compliance with evidence based practice and confidentiality requirements
   • Implement case closure in accordance with organisation procedures