Elements and Performance Criteria
- Develop strategic case management plans
- Case management plans are developed to reflect the initial assessment of needs in accordance with legislation, policy and procedures
- Action plans are included in case management plans as required, and identify the full range of short- , medium- and long-term goals that focus on the achievement of the best possible outcome for claim resolution
- Avenues for appeal and procedures for grievances/complaints are contained in plans
- Strategies for monitoring and changing plans are established and included
- Cultural considerations are integrated into all aspects of case management plans
- Strategies for obtaining and monitoring service providers are established and implemented
- Manage case directions and outcomes
- Strategies are implemented to continually monitor the effectiveness of case management processes against agreed goals, relevant services and programs, and client and stakeholder satisfaction
- Rehabilitation and return to work plans are monitored to ensure they remain consistent with the determined strategic direction of case
- The need for changes in case plans, including the need for continued intervention, is assessed and strategies for alternative action are developed as required
- Payments to injured workers are monitored and adjusted as required in accordance with legislation, policy and procedures
- Alternatives are considered and recommended if required, should the rehabilitation and return to work process fail
- Advice on all aspects of case management is provided including advice on legislative and risk management issues
- Manage complex cases
- Case management and return to work plans are tailored to the specific needs of complex cases in accordance with legislation, policy and procedures
- High-level negotiation, mediation and conflict management skills are used to manage objectives and outcomes in complex cases
- Expert assistance is obtained as required and case conferences are facilitated to ensure the best outcome for complex case management
- A risk management approach is taken in the allocation of additional resources to complex cases to ensure value for money in the rehabilitation process
- Develop strategic case management plans
- Case management plans are developed to reflect the initial assessment of needs in accordance with legislation, policy and procedures.
- Action plans are included in case management plans as required, and identify the full range of short- , medium- and long-term goals that focus on the achievement of the best possible outcome for claim resolution.
- Avenues for appeal and procedures for grievances/complaints are contained in plans.
- Strategies for monitoring and changing plans are established and included.
- Cultural considerations are integrated into all aspects of case management plans.
- Strategies for obtaining and monitoring service providers are established and implemented.
- Manage case directions and outcomes
- Strategies are implemented to continually monitor the effectiveness of case management processes against agreed goals, relevant services and programs, and client and stakeholder satisfaction.
- Rehabilitation and return to work plans are monitored to ensure they remain consistent with the determined strategic direction of case.
- The need for changes in case plans, including the need for continued intervention, is assessed and strategies for alternative action are developed as required.
- Payments to injured workers are monitored and adjusted as required in accordance with legislation, policy and procedures.
- Alternatives are considered and recommended if required, should the rehabilitation and return to work process fail.
- Advice on all aspects of case management is provided including advice on legislative and risk management issues.
- Manage complex cases
- Case management and return to work plans are tailored to the specific needs of complex cases in accordance with legislation, policy and procedures.
- High-level negotiation, mediation and conflict management skills are used to manage objectives and outcomes in complex cases.
- Expert assistance is obtained as required and case conferences are facilitated to ensure the best outcome for complex case management.
- A risk management approach is taken in the allocation of additional resources to complex cases to ensure value for money in the rehabilitation process.