This unit supports the attainment of skills and knowledge required for case management supervisors who are directly responsible for a team of case workers within the organisation and indirectly responsible for the participation of support services that may be internal or external to the organisation. The unit may also apply to the work of a case manager actively involved in case management processes and activities as well as in supervising others.

Not applicable

ELEMENT

PERFORMANCE CRITERIA

1Develop case management approaches.

1.1 Ensure statutory requirements and obligations relevant to offenders are reflected in case management practices, including the degree of assessed risks and the organisation's objectives and strategic plan.

1.2 Check that case management practices meet recording and reporting requirements according to the organisation's policies and procedures and ethical responsibilities.

1.3 Apply flexible case management practices to allow for individual requirements, cultural factors and differences.

1.4 Ensure that case management practices provide suitable and transparent protection for the rights and welfare of offenders and staff.

1.5 Actively involve case management teams and support agencies in the design and evaluation of case management approaches.

2Supervise case management meetings.

2.1 Consult with all people with an interest in offenders' outcomes and program and advise on the purpose and structure of the meeting.

2.2 Check and confirm the roles, responsibilities and expectations of people participating in the meeting.

2.3 Ensure that information is shared with offenders using effective two-way communication techniques that comply with relevant procedures.

2.4 Use communication methods that suit offenders and people with key interests in the offender's case management.

2.5 Identify the requirements and conditions of service provision and establish agreement with offenders.

2.6 Define issues arising from involuntary participation and possible resistance and negotiate the consequences with offenders and service providers.

2.7 Define offenders' needs, rights and obligations and ensure that the rights of all concerned are protected.

3Supervise case management plans.

3.1 Check that case management plans reflect assessments of offenders' needs and risks and organisation's objectives and programs.

3.2 Use case plans to focus and encourage offenders to set and achieve realistic targets for change or action and to take personal responsibility.

3.3 Ensure case management plans reflect the full range of immediate, short and long-term needs and risks of offenders and other relevant parties.

3.4 Create action plans that reflect the case management approach appropriate for offenders' needs and risks and available programs and services.

3.5 Determine and define processes for monitoring and changing case plans.

3.6 Put strategies in place to deal with complex or high-risk situations.

3.7 Match case plan requirements to experience, workload and geographical location of staff and support agencies.

4Support case management staff.

4.1 Select and allocate staff members according to their skills and interests in case management and available time and resources.

4.2 Provide staff members with training and skills development to extend and promote their case management competencies and confidence.

4.3 Consult with staff members and routinely involve them actively in the design and evaluation of case management processes and/or practices.

4.4 Provide staff members with opportunities to extend their experience in all aspects of case management.

4.5 Support staff members with the resources needed to play an effective role in case management.

4.6 Encourage staff members to assess their performance in case management and to continuously improve their personal practice.

4.7 Provide guidance, counselling and debriefing routinely through team activities and individual contact with staff.

5Review case work activities and programs.

5.1 Continuously monitor the effectiveness of case management processes and practices against agreed goals, relevant services and programs, offender and stakeholder satisfaction.

5.2 Assess and develop the need for changes to case plans, including the need for ongoing intervention and strategies for alternatives.

5.3 Successfully negotiate proposed changes arising from case reviews with relevant parties.

5.4 Check that processes for case closure comply with case plan and organisational procedures.

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

Required skills:

routine and special case management of offenders

checking and analysing information for assessment of risks, special needs and developmental levels

taking responsibility for duty of care outcomes based on the degree of risk and special needs of offenders

preserving the rights and responsibilities of offenders and their safety and welfare

supporting staff and protecting their safety and welfare

providing supervision and case management strategies based on assessed risk and justifiable priorities

making decisions based on knowledge of the impact of cultural and personal values on behaviour, expectations and program objectives

responding to risks and incidents of varying degrees of severity

adapting service or program responses to different special needs

using clear, suitable and accurate communication

developing and analysing actions appropriate for case plans

collecting and analysing information

documenting case plans

complying with the organisation's security policies and operating procedures related to contact with offenders

applying knowledge of statutory requirements relevant to the work sector and candidates' roles

communicating case plan requirements in both formal and informal contact with offenders and key stakeholders

taking into account the values, needs and circumstances of people from different cultures

using personal, manual and electronic information

using support and resources available and applying the criteria for access

monitoring and responding to positive and negative progress

giving feedback on expectations and progress

maintaining a supportive and professional relationship with staff and support agencies

maintaining a focus on agreements and behaviour outcomes

identifying limits of role and taking actions to contact appropriate people

presenting case management information in formal and informal settings.

Required knowledge:

organisational policies, procedures and guidelines related to case management and offender programs and services

indicators of risk to offenders identified in offender risk management policies and processes and determined by the offender profile

procedures and requirements for case management reporting, including work site reporting processes and the organisation's offender information system

accountability, including recording and reporting case management information

processes and procedures for breaches of regulations and associated disciplinary actions

access to information and restriction of access

appropriate relationships with offenders, staff and colleagues

rights and responsibilities of offenders

protocols for referral to specialist and support agencies

special needs

organisation's code of conduct, code of ethics and duty of care

range of specialist support services and programs available to offenders

processes for getting advice and assistance when there are problems

cultural practices that will have an impact on decisions made about flexibility and allowances, additional support and special programs

impact of cultural and personal beliefs on values, relationships, attitudes and behaviour

cultural prohibitions that have an impact on physical contact, relationships and communication.

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.

Overview of assessment

Evidence for assessment must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments.

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

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to supervise offender management practices in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment

This unit contains a wide range of variables to reflect the diverse nature of offender management and the different services provided in and for correctional services. Selection from the range of variables will reflect the specific requirements of the work site and the defined work role.

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual responsible for supervising offender management practices effectively as part of a coordinated team, including coping with difficulties, irregularities and changes to routine

copies of legislation, policies, procedures and guidelines relating to supervising offender management practices

access to appropriate learning and assessment support when required.

Method of assessment

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. 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.

Approach to degree of assessed risk will depend on the nature of the risks and will include risk of:

self-harm

risk from others

physical injury

assaulting and harming others

illness and infection

physical, emotional and sexual abuse

risk taking

accidents

drug and substance abuse

death, including suicide, deliberate or accidental

harassment and bullying

social isolation

depression

family and personal trauma

social and cultural alienation

re-offending.

Relevant procedures will cover:

purpose, objectives and performance outcomes of offender management

court orders and sentence plans

compliance requirements

breaching procedures

disciplinary procedures

offender classification

recording and reporting requirements

disclosing specific information and intelligence

confidentiality and authorising transfer of information

referral and protocol of liaising with other services

using complaint and grievance processes

freedom of information policy

appropriate relationships with offenders

duty of care

code of conduct.

Requirements and conditions of service provision include:

rights, roles, responsibilities, decision-making processes, accountability and outcomes

recommendations from risk assessment

options for needs and priorities based on services and resources

impact of statutory mandates on interventions, offenders and interested others

impact of value systems of workers, offenders and key people on processes and outcomes

information management and processing

organisational accountability.

Needs may include:

basic language and literacy skills

living skills

accommodation

behaviour change and management

addiction services - drug and alcohol, gambling

health, fitness and hygiene

mental health

disabilities - physical, intellectual, sensory and developmental

training and education

employment

family support

relationship development

legal

cultural.

Case management plans should include:

integration of expertise of relevant stakeholders and other service deliverers

negotiated and agreed goals and operational processes

a range of strategies to address each goal and maximise participation in plan

appropriate resource allocation

agreed responsibility for delivery

realistic and agreed indicators of success

rights and responsibilities of client.

Unit sector

Offender management

Not applicable

Not applicable

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.