Case management practice

CHCCSM002 Implement case management practice

This unit is about developing and implementing a complex case management plan based on existing goal-directed plans that address predetermined needs. Case managers work autonomously, with well-developed judgement, adaptability and responsibility. Students in this unit are usually already experienced in working intensively with clients who need support.

This unit applies to work in a range of health and community service sector contexts.

 

How you will be assessed

CA

You will be assessed in the workplace with industry operating conditions:

• use of suitable facilities, equipment and resources, including individualised case management plans
• scenarios that reflect standard operating conditions and contingencies
• links to other local service agencies or organizations.

You will be assessed through:

• Assessor observation
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures and case management notes)
• Interview/assignment based on the requirements below.

You must have implemented case management practice for three complex cases involving people with a diverse range of issues, goals and barriers.

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Interview/assignment questions

RK

1. Describe your organization’s case management practice and approaches, including:
1. client-centred
2. evidence-based
3. holistic
4. inclusive
5. strength-based.
2. Briefly describe the current national standards for case management practice.
3. Describe the full range of services and resources available to your clients.
4. Describe the components of your service delivery system.
5. Describe the funding arrangements for using service and resource providers. (Providers have different arrangements.)
6. Describe the characteristics and needs of the identified client population.
7. Describe the nature and significance of service setting.
8. Describe these legal and ethical considerations relevant to case management:
1. professional standards
2. code of ethics
3. duty of care
4. voluntary assumption of risk
5. informed consent
6. privacy, confidentiality and disclosure
7. mandatory reporting.
9. How are these applied in organizations? In individual practice?
10. Describe your organization’s documentation requirements and practices.
11. What is the best way to handle cases involving multiple service providers?
12. What should you do when you and another organization’s case manager both want to be in charge of your client?
13. What should you do when a client takes much longer than planned in case management?
14. Each of these things could hinder a client from achieving their goals. Give examples of each, and say how to overcome it:
1. mental or emotional issues or events
2. health
3. legal or regulatory constraints
4. incidents or accidents
5. cultural issues
6. service provider issues
7. eligibility criteria
8. housing
9. financial problems
10. alcohol and/or drug use.
15. Describe current case management models and practices in your area of practice.

Note: Your assessor may also ask you a variety of what if questions.

Assignment 1: Portfolio

RK

Prepare a portfolio of cases reflecting all topics below of complex client needs. You will need confidentiality clearances. Your portfolio must show that you understand the cases and responded appropriately:

1. Family relationship problems
2. One or more of the following issues; social, economic, housing and health
3. Complex client circumstances
4. Complex range of issues involved in addressing client needs
5. needs requiring multiple kinds of services with more need to collaborate between service providers
6. A range of needs that may not be met by currently available services and resources
7. Family and/or carer needs that require additional services
8. Unstable health conditions
9. Housing and/or financial problems
10. Alcohol and/or drug use.

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Detailed requirements

1. Initiate complex case management process. El 1/PC, RS. O,In

1. Match the client’s profile against service eligibility criteria, and confirm that they are eligible for case management.
2. Inform the client of all rights and responsibilities and get their consent to case management.
3. Collect information about the client:
1. maintain confidentiality and privacy
2. minimise any duplication.
4. Work with the client to confirm and prioritise their needs and to pursue relevant, achievable and time-framed goals.
5. Recognise and respect the client's right to self-determination within legal parameters.
6. Identify social, economic, housing, personal and family factors that might have influenced 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. Check whether the client has any specific cultural needs client that might affect the provision of appropriate services and support.
9. Estimate how much case management support the client needs to implement the plan and discuss it with them.

2. Identify and consider possible solutions to complex issues to meet client's needs, achieve goals, and optimise outcomes. El 2/PC, RS. O,In

1. Identify any complex legal and ethical issues and questions about aspects of case management and resolve them (E.g. ask for appropriate resources)..
2. Identify complex issues relating to funding of service provision and administer resources.
3. Address ethical standards to protect the client’s autonomy, dignity, privacy and rights.
4. Advocate for client-centred solutions at service delivery and policy-making levels.
5. Collaborate with colleagues, professionals and between services as needed.
6. Maintain up-to-date knowledge of, and links with, available resources and services within the community.
7. Follow your organization’s guidelines and any regulatory requirements in doing the above.

3. Develop plan of action to address identified priorities. El 3/PC, RS. O,In

1. Use client identified goals and needs assessment to develop and agree on a plan of action.
2. Support and develop the client's ability to independently access alternative resources to address needs.
3. Do research to establish an informed plan of action.
4. Evaluate anything that might hinder the client's from meet identified goals, and determine strategies to minimise their effects.
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. Ask for and get the client's consent to make any referrals to other services and/or organizations.
8. Give the client timely information about available service options and support them to make informed decisions and exercise choice in all stages of case management.
9. Document the client's goals and determine how you will measure and evaluate the effectiveness of interventions.

4. Monitor service provision and coordination. El 4/PC, RS. O,In,W.

1. Discuss the case management plan with service providers to identify problems, and adjust it as necessary.
2. Advocate for service system improvements and identify and communicate gaps and/or inadequate services to program managers.
3. Adjust services, supports and resources according to client's needs and financial parameters.
4. If things don’t follow the plan, document it and report the implications to the relevant organization or funding body.

5. Evaluate client outcomes. El 5/PC, RS. O,In

1. The goals of the evaluation are:
1. check against the expectations and goals in the plan
2. determine progress
3. check whether it address client's ongoing situation and changing needs.
2. Get information from clients, service providers, funding bodies and case managers and evaluate it.
3. Regularly re-assess and evaluate
1. outcomes,
2. the effectiveness of case management processes and service delivery,
3. client satisfaction,
4. costs against benefits
5. effectiveness of adjustments to the plan,
6. financial outcomes of adjustments to the plan.
4. Work with the client to evaluate their ongoing support needs to meet their goals. This includes reviewing the parameters for disengagement.
5. Identify opportunities for the client to maintain or develop independence from any aspect of the plan.
6. Document and report client outcomes and satisfaction according to your organization’s requirements.

6. Other.

1. Manage tasks and contingencies on the job
2. This assessment follows the Australian industry code of practice.

 

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Code for unit reqts: CA: Conditions of assessment El/PC: Element & criteria RE: Required evidence RK: Required knowledge RS: Required skills

Code for Foundation skills: L: Learning Id: Identify beliefs & thinking R: Reading W: Writing

N: Numeracy O: Oral communication N: Navigate world of work In: Interact with others G: Get work done