Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCSM002 Mapping and Delivery Guide
Implement case management practice

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CHCCSM002 - Implement case management practice
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to develop and implement an action plan for complex case management based on existing goal directed plans that address predetermined needs.Workers at this level will demonstrate autonomy, well-developed judgement, adaptability and responsibility and are typically already experienced in working intensively with clients requiring support. This unit applies to work in a range of health and community service sector contexts.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

use of suitable facilities, equipment and resources, including individualised case management plans

modelling of industry operating conditions, including:

scenarios that reflect standard operating conditions and contingencies

links to other local service agencies or organisations

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Elements define the essential outcomes.
       
Element: Initiate complex case management process
  • Confirm eligibility of client for case management and match their profile against service eligibility criteria
  • Inform the client of all rights and responsibilities and obtain client’s consent to involvement in case management
  • Collect information about the client, maintain confidentiality and privacy and minimise any duplication
  • Work with the client to confirm and prioritise needs and to pursue relevant, achievable and time-framed goals
  • 1.5 Recognise and respect the client's right to self-determination within legal parameters
  • 1.6 Identify social, economic, housing, personal and family factors that may influence the client's health, well being and level of independence
  • Discuss the case management process with the client, the complaint and appeal processes and the service criteria for exit
  • Ascertain specific cultural needs of the client to provide appropriate services and support for their development
  • 1.9 Estimate the level of case management support required to implement the client's plan and discuss with all relevant parties
  • 1.10 Support and develop the client's ability to independently access alternative resources to meet needs in an appropriate manner
       
Element: Identify and consider possible solutions to complex issues
  • Identify complex legal and ethical issues and questions about aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources
  • Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework
  • Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of the client
  • Advocate for client-centred solutions to complex identified needs at service delivery and policy-making levels
  • 2.5 Collaborate with colleagues, professionals and between services as needed to meet client's needs, achieve goals and to optimise outcomes
  • Maintain up-to-date knowledge of, and links with, available resources and services within the community
       
Element: Develop plan of action to address identified priorities
  • Use client identified goals and needs assessment to develop and agree on a plan of action
  • 3.2 Support and develop the client's ability to independently access alternative resources to address needs
  • Conduct research to establish an informed plan of action
  • 3.4 Evaluate any barriers that may restrict the client's ability to meet identified goals and determine strategies to minimise their impact
  • 3.5 Plan actions that are within client's financial resources
  • Convene and/or participate in case conferences with services providers and/or family, carers, natural supports and relevant others
  • 3.7 Seek and obtain the client's consent to undertake any referrals to other services and/or organisations
  • Provide the client with timely information about available service options and support them to make informed decisions and exercise choice in all stages of the case management process
  • 3.9 Document the client's goals and determine how effectiveness of interventions will be measured and evaluated
       
Element: Monitor service provision and coordination
  • Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary
  • Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers
  • 4.3 Make adjustments to services, supports and resources according to client's needs and financial parameters
  • Document and report to relevant organisation or funding body the implications from any variations to expected plan
       
Element: Evaluate client outcomes
  • Undertake periodic reassessment and evaluation of outcomes against expected outcome
  • Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan
  • 5.3 Evaluate the effectiveness of plan adjustments to address client's ongoing situation and changing needs
  • Evaluate the effectiveness of case management processes and service delivery, including client satisfaction and costs against benefits
  • Work with the client to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement
  • Evaluate financial outcomes of adjustments to plan
  • Identify opportunities for the client to maintain or develop independence from any aspect of the plan
  • Document and report client outcomes and satisfaction in accordance with organisation requirements
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria specify the level of performance needed to demonstrate achievement of the element.

1. Initiate complex case management process

1.1 Confirm eligibility of client for case management and match their profile against service eligibility criteria

1.2 Inform the client of all rights and responsibilities and obtain client’s consent to involvement in case management

1.3 Collect information about the client, maintain confidentiality and privacy and minimise any duplication

1.4 Work with the client to confirm and prioritise needs and to pursue relevant, achievable and time-framed goals

1.5 Recognise and respect the client's right to self-determination within legal parameters

1.6 Identify social, economic, housing, personal and family factors that may influence the client's health, well being and level of independence

1.7 Discuss the case management process with the client, the complaint and appeal processes and the service criteria for exit

1.8 Ascertain specific cultural needs of the client to provide appropriate services and support for their development

1.9 Estimate the level of case management support required to implement the client's plan and discuss with all relevant parties

2. Identify and consider possible solutions to complex issues

2.1 Identify complex legal and ethical issues and questions about aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources

2.2 Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework

2.3 Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of the client

2.4 Advocate for client-centred solutions to complex identified needs at service delivery and policy-making levels

2.5 Collaborate with colleagues, professionals and between services as needed to meet client's needs, achieve goals and to optimise outcomes

2.6 Maintain up-to-date knowledge of, and links with, available resources and services within the community

3. Develop plan of action to address identified priorities

3.1 Use client identified goals and needs assessment to develop and agree on a plan of action

3.2 Support and develop the client's ability to independently access alternative resources to address needs

3.3 Conduct research to establish an informed plan of action

3.4 Evaluate any barriers that may restrict the client's ability to meet identified goals and determine strategies to minimise their impact

3.5 Plan actions that are within client's financial resources

3.6 Convene and/or participate in case conferences with services providers and/or family, carers, natural supports and relevant others

3.7 Seek and obtain the client's consent to undertake any referrals to other services and/or organisations

3.8 Provide the client with timely information about available service options and support them to make informed decisions and exercise choice in all stages of the case management process

3.9 Document the client's goals and determine how effectiveness of interventions will be measured and evaluated

4. Monitor service provision and coordination

4.1 Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary

4.2 Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers

4.3 Make adjustments to services, supports and resources according to client's needs and financial parameters

4.4 Document and report to relevant organisation or funding body the implications from any variations to expected plan

5. Evaluate client outcomes

5.1 Undertake periodic reassessment and evaluation of outcomes against expected outcome

5.2 Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan

5.3 Evaluate the effectiveness of plan adjustments to address client's ongoing situation and changing needs

5.4 Evaluate the effectiveness of case management processes and service delivery, including client satisfaction and costs against benefits

5.5 Work with the client to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement

5.6 Evaluate financial outcomes of adjustments to plan

5.7 Identify opportunities for the client to maintain or develop independence from any aspect of the plan

5.8 Document and report client outcomes and satisfaction in accordance with organisation requirements

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

implemented case management practice for 3 complex cases involving people with a diverse range of issues, goals and barriers

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

case management practice and approaches, including:

client-centred

evidence-based

holistic

inclusive

strength-based

case management models and practices literature and current literature in area of practice

current national standards for practice of case management

wide range of services and resources available to clients

components of service delivery system

funding processes and bodies related to provision of relevant services and resources

characteristics and needs of identified client population

nature and significance of service setting

legal and ethical considerations relevant to case management and how these are applied in organisations and individual practice:

professional standards

code of ethics

duty of care

voluntary assumption of risk

informed consent

privacy, confidentiality and disclosure

mandatory reporting

documentation requirements and practices

complex case management processes, including:

complexity of client circumstances or needs

complex range of issues involved in addressing client needs

involvement of multiple service providers

longevity of case management process

family relationship problems

1 or more of the following issues; social, economic, housing and health

complex client needs, including:

needs requiring multiple service types with heightened needs for collaboration between service providers

a range of needs that may not be met by currently available services and resources

family and/or carer needs that require additional services

unstable health conditions

housing and/or financial problems

alcohol and/or drug use

barriers that may restrict client's ability to meet identified goals, including:

physical, mental or emotional issues or events

legal or regulatory constraints

incidents or accidents

cultural issues

service provider issues

eligibility criteria

housing

financial problems

alcohol and/or drug use

health


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria specify the level of performance needed to demonstrate achievement of the element.

1. Initiate complex case management process

1.1 Confirm eligibility of client for case management and match their profile against service eligibility criteria

1.2 Inform the client of all rights and responsibilities and obtain client’s consent to involvement in case management

1.3 Collect information about the client, maintain confidentiality and privacy and minimise any duplication

1.4 Work with the client to confirm and prioritise needs and to pursue relevant, achievable and time-framed goals

1.5 Recognise and respect the client's right to self-determination within legal parameters

1.6 Identify social, economic, housing, personal and family factors that may influence the client's health, well being and level of independence

1.7 Discuss the case management process with the client, the complaint and appeal processes and the service criteria for exit

1.8 Ascertain specific cultural needs of the client to provide appropriate services and support for their development

1.9 Estimate the level of case management support required to implement the client's plan and discuss with all relevant parties

2. Identify and consider possible solutions to complex issues

2.1 Identify complex legal and ethical issues and questions about aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources

2.2 Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework

2.3 Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of the client

2.4 Advocate for client-centred solutions to complex identified needs at service delivery and policy-making levels

2.5 Collaborate with colleagues, professionals and between services as needed to meet client's needs, achieve goals and to optimise outcomes

2.6 Maintain up-to-date knowledge of, and links with, available resources and services within the community

3. Develop plan of action to address identified priorities

3.1 Use client identified goals and needs assessment to develop and agree on a plan of action

3.2 Support and develop the client's ability to independently access alternative resources to address needs

3.3 Conduct research to establish an informed plan of action

3.4 Evaluate any barriers that may restrict the client's ability to meet identified goals and determine strategies to minimise their impact

3.5 Plan actions that are within client's financial resources

3.6 Convene and/or participate in case conferences with services providers and/or family, carers, natural supports and relevant others

3.7 Seek and obtain the client's consent to undertake any referrals to other services and/or organisations

3.8 Provide the client with timely information about available service options and support them to make informed decisions and exercise choice in all stages of the case management process

3.9 Document the client's goals and determine how effectiveness of interventions will be measured and evaluated

4. Monitor service provision and coordination

4.1 Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary

4.2 Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers

4.3 Make adjustments to services, supports and resources according to client's needs and financial parameters

4.4 Document and report to relevant organisation or funding body the implications from any variations to expected plan

5. Evaluate client outcomes

5.1 Undertake periodic reassessment and evaluation of outcomes against expected outcome

5.2 Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan

5.3 Evaluate the effectiveness of plan adjustments to address client's ongoing situation and changing needs

5.4 Evaluate the effectiveness of case management processes and service delivery, including client satisfaction and costs against benefits

5.5 Work with the client to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement

5.6 Evaluate financial outcomes of adjustments to plan

5.7 Identify opportunities for the client to maintain or develop independence from any aspect of the plan

5.8 Document and report client outcomes and satisfaction in accordance with organisation requirements

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
 
Confirm eligibility of client for case management and match their profile against service eligibility criteria 
Inform the client of all rights and responsibilities and obtain client’s consent to involvement in case management 
Collect information about the client, maintain confidentiality and privacy and minimise any duplication 
Work with the client to confirm and prioritise needs and to pursue relevant, achievable and time-framed goals 
1.5 Recognise and respect the client's right to self-determination within legal parameters 
1.6 Identify social, economic, housing, personal and family factors that may influence the client's health, well being and level of independence 
Discuss the case management process with the client, the complaint and appeal processes and the service criteria for exit 
Ascertain specific cultural needs of the client to provide appropriate services and support for their development 
1.9 Estimate the level of case management support required to implement the client's plan and discuss with all relevant parties 
1.10 Support and develop the client's ability to independently access alternative resources to meet needs in an appropriate manner 
Identify complex legal and ethical issues and questions about aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources 
Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework 
Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of the client 
Advocate for client-centred solutions to complex identified needs at service delivery and policy-making levels 
2.5 Collaborate with colleagues, professionals and between services as needed to meet client's needs, achieve goals and to optimise outcomes 
Maintain up-to-date knowledge of, and links with, available resources and services within the community 
Use client identified goals and needs assessment to develop and agree on a plan of action 
3.2 Support and develop the client's ability to independently access alternative resources to address needs 
Conduct research to establish an informed plan of action 
3.4 Evaluate any barriers that may restrict the client's ability to meet identified goals and determine strategies to minimise their impact 
3.5 Plan actions that are within client's financial resources 
Convene and/or participate in case conferences with services providers and/or family, carers, natural supports and relevant others 
3.7 Seek and obtain the client's consent to undertake any referrals to other services and/or organisations 
Provide the client with timely information about available service options and support them to make informed decisions and exercise choice in all stages of the case management process 
3.9 Document the client's goals and determine how effectiveness of interventions will be measured and evaluated 
Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary 
Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers 
4.3 Make adjustments to services, supports and resources according to client's needs and financial parameters 
Document and report to relevant organisation or funding body the implications from any variations to expected plan 
Undertake periodic reassessment and evaluation of outcomes against expected outcome 
Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan 
5.3 Evaluate the effectiveness of plan adjustments to address client's ongoing situation and changing needs 
Evaluate the effectiveness of case management processes and service delivery, including client satisfaction and costs against benefits 
Work with the client to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement 
Evaluate financial outcomes of adjustments to plan 
Identify opportunities for the client to maintain or develop independence from any aspect of the plan 
Document and report client outcomes and satisfaction in accordance with organisation requirements 

Forms

Assessment Cover Sheet

CHCCSM002 - Implement case management practice
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

CHCCSM002 - Implement case management practice

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

Assessor name:

Signature:

Date:

Student signature:

Date: