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Evidence Guide: CHCCM703A - Apply effective case management practice

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCM703A - Apply effective case management practice

What evidence can you provide to prove your understanding of each of the following citeria?

Initiate complex case management process

  1. Confirm eligibility of persons for case management by matching client profile against service criteria
  2. Obtain person's consent to their involvement in case management, ensuring the client understands their rights and responsibilities
  3. Collect information about person, ensuring confidentiality and privacy and minimising any duplication
  4. Work with person to identify and prioritise their needs to inform more comprehensive assessment and to identify relevant goals that are achievable within an identified timeframe
  5. Recognise and respect person's right to self-determination within legal parameters
  6. Identify social, economic, housing, personal and family factors that may influence person's health, well being and level of dependence/independence
  7. Explain case management process to person, ensuring their understanding of relevant complaint/appeal processes and service criteria for disengagement
  8. Ascertain specific cultural needs of person as a basis for providing appropriate services and support for their development
Confirm eligibility of persons for case management by matching client profile against service criteria

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain person's consent to their involvement in case management, ensuring the client understands their rights and responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect information about person, ensuring confidentiality and privacy and minimising any duplication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with person to identify and prioritise their needs to inform more comprehensive assessment and to identify relevant goals that are achievable within an identified timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and respect person's right to self-determination within legal parameters

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify social, economic, housing, personal and family factors that may influence person's health, well being and level of dependence/independence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain case management process to person, ensuring their understanding of relevant complaint/appeal processes and service criteria for disengagement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ascertain specific cultural needs of person as a basis for providing appropriate services and support for their development

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document complex client needs

  1. In conjunction with person, identify their needs as a basis for planning an intervention and identifying appropriate resources
  2. Document and confirm identified needs with person, using language that is understood by them
  3. Work with person to identify and analyse risk factors and determine needs that may have greater impact on their well being
  4. Estimate the level of case management support required to implement person's care plan and discuss this with those involved in aspects of case management
In conjunction with person, identify their needs as a basis for planning an intervention and identifying appropriate resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and confirm identified needs with person, using language that is understood by them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with person to identify and analyse risk factors and determine needs that may have greater impact on their well being

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Estimate the level of case management support required to implement person's care plan and discuss this with those involved in aspects of case management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and consider possible solutions to complex issues

  1. Identify complex legal and ethical issues and questions pertaining to aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources to assist with their resolution as required
  2. Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework
  3. Ensure ethical standards are addressed to protect the autonomy, dignity, privacy and rights of individuals
  4. Advocate for client-oriented solutions to complex identified needs at service delivery and policy-making levels
  5. Draw on established collaborative relationships as required to provide care and optimise outcomes for clients with complex needs
  6. Use collaboration to generate innovative responses to meet person's needs where available solutions are not sufficient or effective
  7. Maintain strong up-to-date knowledge of available resources and services within the community and area of expertise
Identify complex legal and ethical issues and questions pertaining to aspects of case management and resolve in line with organisation guidelines and regulatory requirements or seek appropriate resources to assist with their resolution as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Draw on established collaborative relationships as required to provide care and optimise outcomes for clients with complex needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use collaboration to generate innovative responses to meet person's needs where available solutions are not sufficient or effective

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain strong up-to-date knowledge of available resources and services within the community and area of expertise

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop plan of action to address identified priorities

  1. Use client-identified goals and needs assessment as basis for developing and agreeing plan of action
  2. Support person to make informed decisions, providing necessary information in a timely manner, reflecting understanding of their current situation, probable future situation and ensuing care needs
  3. Support and develop person's ability to independently access alternative resources to address identified needs
  4. Conduct research as required to establish an informed factual basis for formulating plan of action
  5. Evaluate any barriers that may restrict person's ability to meet identified goals and determine strategies to minimise their impact
  6. Ensure plan of action is within person's financial resources
  7. Network with appropriate professionals and organisations to maximise potential for achieving person's goals and addressing identified needs
  8. Convene and/or participate in case conferences with services providers and/or family carers and relevant others as required
  9. Seek and obtain person's consent before undertaking any referrals to other services and/or organisations
  10. Provide person with clear understanding of available services and choices, so they are an informed participant in all stages of case management process
  11. Document person's goals, including measurable criteria, as a basis for determining effectiveness of interventions provided
Use client-identified goals and needs assessment as basis for developing and agreeing plan of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support person to make informed decisions, providing necessary information in a timely manner, reflecting understanding of their current situation, probable future situation and ensuing care needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support and develop person's ability to independently access alternative resources to address identified needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct research as required to establish an informed factual basis for formulating plan of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure plan of action is within person's financial resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Network with appropriate professionals and organisations to maximise potential for achieving person's goals and addressing identified needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convene and/or participate in case conferences with services providers and/or family carers and relevant others as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and obtain person's consent before undertaking any referrals to other services and/or organisations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide person with clear understanding of available services and choices, so they are an informed participant in all stages of case management process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document person's goals, including measurable criteria, as a basis for determining effectiveness of interventions provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor implementation of client care plan

  1. Regularly monitor planned services, support and resources against client-identified goals to ensure effective implementation of their care plan
  2. Ensure appropriate level of rapport and communication with client is maintained as required to support disclosure of information regarding delivery of services and resources in line with care plan
  3. Foster and support collaborative relationships between clients, carers, service providers and funding bodies to support people with complex needs
  4. Maintain professional rapport with service providers to enable objective discussion of case management plan, identification of problems and adjustment as necessary
  5. Advocate for service system improvements by identifying and communicating gaps and/or inadequate services to program managers
  6. Make adjustments to services, supports and resources as required to best meet person's needs
  7. Document and report to relevant organisation or funding body, likely implications from any variations to expected care plan
Regularly monitor planned services, support and resources against client-identified goals to ensure effective implementation of their care plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure appropriate level of rapport and communication with client is maintained as required to support disclosure of information regarding delivery of services and resources in line with care plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Foster and support collaborative relationships between clients, carers, service providers and funding bodies to support people with complex needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain professional rapport with service providers to enable objective discussion of case management plan, identification of problems and adjustment as necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advocate for service system improvements by identifying and communicating gaps and/or inadequate services to program managers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make adjustments to services, supports and resources as required to best meet person's needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and report to relevant organisation or funding body, likely implications from any variations to expected care plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate client outcomes

  1. Undertake periodic reassessment and evaluation of outcomes against expected outcomes with reference to available evidence
  2. Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in care plan
  3. Take into account adjustments made to services and resources to better address person's ongoing situation and changing needs
  4. Ensure evaluation includes determination of client satisfaction, comparison of costs against benefits received and assessment of quality and effectiveness of service delivery and case management components
  5. Work with person to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement, where applicable
  6. Demonstrate accountability for adjustments to the care plan and associated financial outcomes
  7. Identify opportunities for person to maintain or develop independence within any aspects of their overall care
  8. Document and report quantifiable impacts experienced by person as a result of implementation of care plan and indicate how client-centred outcomes have been achieved
Undertake periodic reassessment and evaluation of outcomes against expected outcomes with reference to available evidence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take into account adjustments made to services and resources to better address person's ongoing situation and changing needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure evaluation includes determination of client satisfaction, comparison of costs against benefits received and assessment of quality and effectiveness of service delivery and case management components

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with person to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement, where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate accountability for adjustments to the care plan and associated financial outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify opportunities for person to maintain or develop independence within any aspects of their overall care

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and report quantifiable impacts experienced by person as a result of implementation of care plan and indicate how client-centred outcomes have been achieved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Assessment may be conducted over one or more occasions and should include both the development and promotion of best practice

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 assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to:

an appropriate workplace where assessment can take place

simulation of realistic workplace setting e.g. role plays, writing case notes based on case studies

Method of assessment:

Assessment may include observation, questioning and evidence gathered from the workplace setting

Required Skills and Knowledge

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:

Case management models and practices literature

Case Management Society of Australia's 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

Organisation policies and practices relating to case management and client complaint and appeal processes

Professional standards/code of ethics and relevant legislative requirements

Government legislation, regulations, policies and standards

Documentation requirements and practices

Current research literature in area of practice

Essential skills:

It is critical that the candidate demonstrate the ability to:

Work within relevant case management standards, professional standards and applicable legislation, regulations and government policies

Examine clients and aggregate data to reflect case manager performance

Review and apply outcomes data for clients and programs as a means to continually improve practice

Practise in an ethical manner noted by professional discipline or defined ethical standards

Work within guidelines for currently identified best practices

Minimise client dependency by developing their self-advocacy skills

Examine issues related to sustainability of care to address client's level of need

Demonstrate actions to support improvement/maintenance of quality of life for clients

Navigate the service delivery system to meet client needs and support encouragement of client independence where possible

Apply communication and leadership skills with providers to services and resources meet client needs

Maintain client confidentiality when engaging stakeholders

Identify and consider duty of care issues

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:

Demonstrate application of skills in:

interviewing

convening and participating in meetings

consultation, liaison and networking

analysis of social, economic, housing, health, personal, family and other factors

report and case note writing

literature review

facilitation

advocacy

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.

Complex case management process may refer to:

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

One or more of social, economic, housing and health problems

Complex client needs may refer to:

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

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

Clients who have family and carer needs that require additional service inputs

Clients having unstable health conditions.

Clients have housing and/or financial problems

Substance abuse

Barriers that may restrict person's ability to meet identified goals may include:

Physical, mental or emotional issues or events

Legal or regulatory constraints

Incidents or accidents

Cultural issues

Service provider issues

Eligibility criteria

Unstable housing

Financial problems

Substance abuse

Unstable health