Elements and Performance Criteria
- Elements define the essential outcomes.
- Establish client need and/or risk
- Assess the client’s needs and risks in accordance with organisation procedures
- Develop written assessment plan to reflect the client’s needs
- 1.3 Clearly explain the worker's role and purpose to the client
- Identify, assess, and prioritise information relevant to the client’s circumstances
- Ensure communication with the client is of a level, type and manner appropriate to the individual and nature of the issues raised
- Provide information to the client regarding the intervention process, their rights of appeal and how to use avenues for complaint
- Develop a case management plan
- Identify support and prevention strategies that promote and meet the needs of the family
- Build into the case plan the client’s strengths and protective factors
- Develop case plan in partnership with the client
- Collect information on a range of suitable intervention strategies to address immediate, short and longer term needs of clients
- Explore a full range of options for addressing the client’s needs and integrate client preferences into planning
- Work collaboratively to prioritise case management goals and objectives and negotiate and agree processes with the client
- Negotiate goals, actions and timelines for the case plan in concrete, specific terms
- Define roles, responsibilities and accountabilities for clients, stakeholders, workers and service providers
- Explore and develop contingency plans
- Integrate cultural considerations into goal setting and negotiation of timelines
- Establish communication, review and evaluation systems
- Implement case plan
- Implement practical arrangements to support clients and stakeholders
- Utilise established communication processes and protocols to make referrals
- Identify roles, responsibilities, outcomes and processes involved in intervention and discuss with the client and service provider
- Develop contracts with external service providers and agree on time and resource constraints
- Identify review activities and negotiate with the client, service providers, and significant others
- Record information in a manner consistent with organisation procedures and policies
- Establish review and evaluation systems
- Set up appropriate evaluation processes for ongoing implementation of the plan
- Assess and document progress towards the achievement of goals with the client and service providers
- Assess the need for ongoing intervention
- Negotiate with relevant parties proposed actions and timelines to arise from case review
- Complete all relevant reporting procedures in accordance with organisation requirements
- Undertake appropriate consultation with supervisor at key decision-making points
- Plan and participate in case conferences or protection meetings
- Convene case conference or protection meetings when they are judged to be the most effective case management decision-making strategy for the needs of the client or in line with legislative and organisation requirements
- Clearly identify and explain purpose of case conference or protection meeting to clients and other stakeholders
- Establish agenda that clearly outlines purpose, participants, venue, date, time and process
- Identify key persons and request they attend the conference or make reporting arrangements
- Undertake work to prepare the client for the case conference or protection meeting
- Implement processes to ensure the client and/or family can participate in the decision-making process
- Anticipate areas of conflict and facilitate resolution
- Identify and respond to participant needs for interpreters and other support
- Arrange attendance of delegated decision-makers
- Provide information equally to all parties
- Prepare case history in accordance with agency requirements
- Nominate and brief a chairperson and minute taker
- Identify, negotiate and record outcomes
- Work with agencies to meet the client’s needs
- Identify appropriate service providers
- Develop and maintain working relationships with relevant community groups
- Access inter-agency protocols and guidelines and integrate into case management
- Clarify the nature of advocacy and support required by the client
- Explain the range of interventions and reason for referral and clarify and negotiate agreement with the client, service providers and significant others
- Discuss with the client all representations made on their behalf to the service provider
- Ensure all information is kept in confidence and in-line with organisation policy and legislation
- Maintain links with service, client and other relevant parties and evaluate progress by achievement of goals
- Undertake case closure
- Analyse achievements of case plan goals against performance indicators and document
- Identify reasons for case closures
- Negotiate case closure with the client and relevant agencies
- Advise relevant parties in writing of decision to close case
- Take into account the needs of the client throughout case closure and allow the client to reflect on past interventions
- Work with agencies to meet the client’s needs
- Identify appropriate service providers
- Develop and maintain working relationships with relevant community groups
- Access inter-agency protocols and guidelines and integrate into case management
- Clarify the nature of advocacy and support required by the client
- Explain the range of interventions and reason for referral and clarify and negotiate agreement with the client, service providers and significant others
- Discuss with the client all representations made on their behalf to the service provider
- Ensure all information is kept in confidence and in-line with organisation policy and legislation
- Maintain links with service, client and other relevant parties and evaluate progress by achievement of goals