Apply effective case management practice

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCM703A, 'Apply effective case management practice'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Apply effective case management practice' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Initiate complex case management process

1.1 Confirm eligibility of persons for case management by matching client profile against service criteria

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

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

1.4 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

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

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

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

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

2. Identify and document complex client needs

2.1 In conjunction with person, identify their needs as a basis for planning an intervention and identifying appropriate resources

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

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

2.4 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

3. Identify and consider possible solutions to complex issues

3.1 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

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

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

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

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

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

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

4. Develop plan of action to address identified priorities

4.1 Use client-identified goals and needs assessment as basis for developing and agreeing plan of action

4.2 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

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

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

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

4.6 Ensure plan of action is within person's financial resources

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

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

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

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

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

5. Monitor implementation of client care plan

5.1 Regularly monitor planned services, support and resources against client-identified goals to ensure effective implementation of their care plan

5.2 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

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

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

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

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

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

6. Evaluate client outcomes

6.1 Undertake periodic reassessment and evaluation of outcomes against expected outcomes with reference to available evidence

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

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

6.4 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

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

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

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

6.8 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

Qualifications and Skillsets

CHCCM703A appears in the following qualifications:

  • CHC70208 - Vocational Graduate Certificate in Community Services Practice (Client assessment and case management)
  • CHC70108 - Vocational Graduate Certificate in Community Services Practice (Statutory child protection)