ELEMENT

PERFORMANCE CRITERIA

1. Establish client need and/or risk

1.1. Assess client needs/risks in accordance with organisation procedures

1.2 Develop assessment plan to reflect client needs

1.3 Clearly explain worker's role and purpose to the client

1.4 Identify, assess, and prioritise relevant information, taking into account the particular circumstances of the situation

1.5 Ensure communication with client is of a level, type and manner appropriate to the individual and the nature of the issues raised

1.6 Identify in the case plan, support and prevention strategies that promote and meet the needs of the family

1.7 Provide information to ensure the client understands the intervention process, their rights of appeal and how to use avenues for complaint

2. Develop a case management plan

2.1 Build into the case plan client strengths and/or protective factors

2.2 Develop case plan in partnership with the client

2.3 Collect information on a range of suitable intervention strategies to address immediate, short and longer term needs of clients

2.4 Explore a full range of options for addressing client needs and integrate into planning

2.5 Prioritise case management goals and objectives and negotiate and agree processes with the client

2.6 Negotiate goals, actions and timelines for the case plan in concrete, specific terms

2.7 Define roles, responsibilities and accountabilities for clients, stakeholders, workers and service providers

2.8 Explore and develop contingency plans

2.9 Integrate cultural considerations into goal setting and negotiation of timelines

2.10 Establish communication, review and evaluation systems

2.11 Document case plan and distribute to all parties

3. Implement case plan

3.1 Implement practical arrangements to support clients and stakeholders

3.2 Utilise established communication processes and protocols to make referrals

3.3 Identify roles, responsibilities, outcomes and processes involved in intervention and articulate with the client and service provider

3.4 Where appropriate, develop contracts and agree with external service providers, including accurate timing and resourcing constraints

3.5 Identify review activities and negotiate with client, service providers, and significant others

3.6 Record information in a manner consistent with organisation procedures and policies

4. Establish review and evaluation systems

4.1 Set up appropriate evaluation processes for ongoing implementation of the plan

4.2 Assess and document progress towards achieving goals with client and service providers

4.3 Assess the need for ongoing intervention

4.4 Negotiate with relevant parties, proposed actions and timelines arising from case review

4.5 Complete all relevant reporting procedures in accordance with organisation requirements

4.6 Undertake appropriate consultation with the supervisor at key decision-making points

5. Plan and participate in case conferences or protection meetings

5.1 Convene care meetings when they are judged to be the most effective case management decision-making strategy for the needs of the case or in line with legislative/organisation requirements

5.2 Clearly identify and articulate purpose of case conference/protection meeting to clients and other stakeholders

5.3 Establish agenda that clearly outlines purpose, participants, venue, date, time and process

5.4 Identify key persons and request their contribution by attending the conference or make reporting arrangements

5.5 Undertake work to prepare client for the meeting

5.6 Implement processes to ensure participation in the decision-making process of children, young people and their families

5.7 Anticipate areas of conflict and facilitate resolution

5.8 Identify and responded to participant needs for interpreters and other support

5.9 Arrange attendance of delegated decision-makers

5.10 Provide information equally to all parties

5.11 Prepare case history in accordance with agency requirements

5.12 Nominate and brief a chairperson and minute taker

5.13 Identify, negotiate and record outcomes

6. Work with agencies to meet client needs

6.1 Identify appropriate service providers

6.2 Develop and maintain working relationships with relevant community groups

6.3 Access inter-agency protocols/guidelines and integrate into case management

6.4 Clarify the nature of advocacy and support required by the client

6.5 Explain range of interventions and reason for referral, and clarify and negotiate agreement with client, service providers and significant others

6.6 Discuss with the client all representations made on their behalf to the service provider

6.7 Ensure all information is kept in confidence according to organisation policy and legislation

6.8 Maintain links with service, client and other relevant parties and evaluate progress with achievement of goals

7. Undertake case closure

7.1 Analyse achievements of case plan goals against performance indicators and documented

7.2 Identify reasons for case closures

7.3 Negotiate case closure with client and relevant agencies

7.4 Advise relevant parties in writing of decision to close case

7.5 Ensure case closure that is implemented takes account of the needs of the client including the need to reflect on past interventions