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Evidence Guide: CHCCSM002 - Implement 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!

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CHCCSM002 - Implement case management practice

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

Elements define the essential outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate complex case management process

  1. Confirm eligibility of client for case management and match their profile against service eligibility criteria
  2. Inform the client of all rights and responsibilities and obtain client’s consent to involvement in case management
  3. Collect information about the client, maintain confidentiality and privacy and minimise any duplication
  4. Work with the client to confirm and prioritise needs and to pursue relevant, achievable and time-framed goals
  5. 1.5 Recognise and respect the client's right to self-determination within legal parameters
  6. 1.6 Identify social, economic, housing, personal and family factors that may influence the client's health, well being and level of independence
  7. Discuss the case management process with the client, the complaint and appeal processes and the service criteria for exit
  8. Ascertain specific cultural needs of the client to provide appropriate services and support for their development
  9. 1.9 Estimate the level of case management support required to implement the client's plan and discuss with all relevant parties
  10. 1.10 Support and develop the client's ability to independently access alternative resources to meet needs in an appropriate manner
Confirm eligibility of client for case management and match their profile against service eligibility criteria

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

1.10 Support and develop the client's ability to independently access alternative resources to meet needs in an appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and consider possible solutions to complex issues

  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. 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 the client
  4. Advocate for client-centred solutions to complex identified needs at service delivery and policy-making levels
  5. 2.5 Collaborate with colleagues, professionals and between services as needed to meet client's needs, achieve goals and to optimise outcomes
  6. Maintain up-to-date knowledge of, and links with, available resources and services within the community
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

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 the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop plan of action to address identified priorities

  1. Use client identified goals and needs assessment to develop and agree on a plan of action
  2. 3.2 Support and develop the client's ability to independently access alternative resources to address needs
  3. Conduct research to establish an informed plan of action
  4. 3.4 Evaluate any barriers that may restrict the client's ability to meet identified goals and determine strategies to minimise their impact
  5. 3.5 Plan actions that are within client's financial resources
  6. Convene and/or participate in case conferences with services providers and/or family, carers, natural supports and relevant others
  7. 3.7 Seek and obtain the client's consent to undertake any referrals to other services and/or organisations
  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
  9. 3.9 Document the client's goals and determine how effectiveness of interventions will be measured and evaluated
Use client identified goals and needs assessment to develop and agree on a plan of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct research to establish an informed plan of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

3.5 Plan actions that are within client's financial resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor service provision and coordination

  1. Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary
  2. Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers
  3. 4.3 Make adjustments to services, supports and resources according to client's needs and financial parameters
  4. Document and report to relevant organisation or funding body the implications from any variations to expected plan
Communicate with service providers to discuss the case management plan, identify problems and adjust as necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate client outcomes

  1. Undertake periodic reassessment and evaluation of outcomes against expected outcome
  2. Obtain information from clients, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan
  3. 5.3 Evaluate the effectiveness of plan adjustments to address client's ongoing situation and changing needs
  4. Evaluate the effectiveness of case management processes and service delivery, including client satisfaction and costs against benefits
  5. Work with the client to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement
  6. Evaluate financial outcomes of adjustments to plan
  7. Identify opportunities for the client to maintain or develop independence from any aspect of the plan
  8. Document and report client outcomes and satisfaction in accordance with organisation requirements
Undertake periodic reassessment and evaluation of outcomes against expected outcome

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate financial outcomes of adjustments to plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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