Implement a case work strategy

This unit describes the knowledge and skills required to implement an effective working relationship with clients under a case management framework


This unit may apply in a range of community service contexts


Not Applicable

Elements and Performance Criteria



1. Establish an appropriate working relationship with clients

1.1 Routinely use effective strategies to ensure:

clients identify their needs and goals

individual and cultural differences are addressed

areas of resistance/conflict are identified and appropriately resolved

appropriate levels of consultation are implemented

the experience and life skills of the client are appropriately addressed

relevant information is collected

1.2 Implement processes to reach agreement on meeting procedures, consequences of actions and cooperative relationship

1.3 Clarify negotiable and non negotiable aspects of intervention

1.4 Define and maintain boundaries between client and worker, including roles, responsibilities and accountabilities, to ensure compliance with statutory requirements and duty of care responsibilities

1.5 Implement strategies to ensure all dealings with clients reflect appropriate expression of value systems and consideration of emotional impact of intervention

2. Promote preventative strategies

2.1 Provide a full range of opportunities for clients to engage in identification of problems and solutions

2.2 Employ a range of strategies to assist clients to meet specific targets and to gain control over their lives

2.3 Identify, develop and initiate an appropriate range of opportunities in accordance with organisation policies and procedures and client needs

2.4 Encourage and monitor client progress and involvement in activities and take appropriate action to maximise individual skill development

3. Provide a specialist service to clients

3.1 Complete and maintain all appropriate documentation in accordance with organisation and statutory standards and requirements

3.2 Implement procedures to facilitate information sharing between key stakeholders

3.3 Ensure all dealings with the client/s reflect:

accepted organisation standards of behaviour

mutual respect

commitment to information sharing and dissemination

adherence to agreed plan

sensitivity to cultural, family and individual differences

ability to work with the client in the context of the family and broader community

application of the organisation's philosophy

compliance with statutory requirements and duty of care responsibilities

Required Skills

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Relevant policy, procedures and legislation

Cultural protocols and systems

Statutory requirements

Group processes

Appropriate social work theories

Client worker relationships

Range of services - programs available

Essential skills:

It is critical that the candidate demonstrate the ability to:

Facilitate exploration of issues

Establish role definitions

Identify and work constructively with conflict and resistance

Monitor own positions and reactions

Clarify differences in perception

Undertake problem exploration within a pro active framework

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Devise and develop tasks to help clients understanding and problem solving efforts

Demonstrate application of skills in:

working with conflict, resistance and levels of risk

empathy, engagement and rapport building

effective listening

goal clarification

communicating interest, respect and concern

articulating clearly boundaries of own role

recognising signs and triggers for dependency

constructive use of personal and professional authority and influence to support or confront

interpersonal relationship

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be delivered and assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment of this unit include access to:

an appropriate workplace where assessment can take place or simulation of realistic workplace setting for assessment

Method of assessment:

Assessment may include observations, questioning or evidence gathered from the workplace

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

The contexts of working with clients include:

Contact with a service on a voluntary or involuntary basis

Contact with a statutory activity e.g. Notification, first juvenile offence

Within an intervention

Within a support activity or service

Working relationship will be within requirements established by:

Commonwealth and state legislation

International conventions relating to the rights of children and young persons

Organisation policy and procedures

Relevant program standards

Organisation codes of conduct, ethics


Not Applicable

Employability Skills

This unit contains Employability Skills

Licensing Information

Not Applicable