Complex cases

CHCCSM004 Coordinate complex case requirements

This unit is about coordinating multiple service requirements for clients with complex needs in a case management. Case managers at this level work under supervision within established guidelines but act as team leaders in coordinating services and service providers. This unit applies to work in a range of health and community services contexts.

 

How you will be assessed

You will be assessed through:

 

Practical

You will be assessed in the workplace in industry operating conditions with suitable facilities, equipment and resources, including individualized case plans and links to other local service agencies or organizations. Show your assessor your workplace and the forms and procedures case management. Explain how it works as you go. Your assessor may ask you any questions on how it works.

You need to show that you have planned and coordinated multiple resources, services and supports for at least three clients with complex needs.

 

 

Interview/assignment questions

  1. What relevant organization and regulatory standards, policy, procedures, legislation and statutory mandates affect your role as a case manager?
  2. Compare and contrast these different approaches and models of case management:
    1. Mentor/counselor
    2. Legal representative
    3. Broker
    4. Coordinator
    5. Medical practitioner
    6. Single-line
  3. What is "evidence-based practice"?
  4. What are "evidence based practice requirements"?
  5. Explain your organization’s principles and practices for:
    1. planning complex service inputs.
    2. working across multiple services.
  6. Explain step by step the processes for:
    1. a formal client meeting.
    2. a formal inter-agency meeting.
    3. a case conference.
  7. Describe your organization’s documentation protocols for coordinating multiple services for clients with complex needs.
  8. Explain the problems faced by clients, their family and carers, when accessing multiple services. Includes any issues that cause client confusion, concerns and barriers. (For example, your answer might include: funding and paying for services, total costs to clients, transport to appointments, decision-making, ping-pong between agencies, need for advocacy, falling between the cracks.)
  9. How would you handle the case manager of another organization who is also managing your client? What is expected of you and where are the boundaries?
  10. What are the effects of service duplication?
  11. What are your risks and responsibilities relating to duty of care for:
    1. children and young people
    2. domestic violence
    3. suicide
    4. elder abuse?
  12. What are the effects of generational abuse?
  13. What are the effects of welfare dependency?
  14. What are the indicators of imminent self-harm?
  15. What are the indicators of imminent harm to others?

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

 

Case study

Family involvement can make case management more complex. For example, the family might be legally entitled to make the client’s decisions. In some cases, they might be culturally but not legally entitled to make decisions. Or they might choose what resources they contribute in time, money, transport, or personal care.

Explain three case studies of the effects on case management of family structure, dynamics, communication, and decision-making.

 

Task 1: Family involvement

Family involvement can make case management more complex. For example, the family might be legally entitled to make the client’s decisions. In some cases, they might be culturally but not legally entitled to make decisions. Or they might choose what resources they contribute in time, money, transport, or personal care.

Explain three case studies of the effects on case management of family structure, dynamics, communication, and decision-making.

 

Task 2: Referrals

  1. Explain the full range of services and support your organization provides to clients.
  2. Client services can vary greatly in their referral procedures, eligibility, and funding arrangements, and these might already be written in your referral list. Include those internal to your organization as well as those that are external. Go through your organization’s list of services to which you can refer clients, and explain:
    1. the services and support it provides.
    2. the referral requirements of each one.
    3. its eligibility requirements and
    4. how it is paid for.

 

Task 3: Culture

As a case manager dealing with culturally and linguistically diverse clients and Aboriginal and/or Torres Strait Islander people, you must normally consider aspects of culture, history, protocols and systems of family and social relationships.

Describe the cultural considerations, history, protocols and systems of:

  1. Culturally and linguistically diverse clients (e.g. immigrants)
  2. Aboriginal and/or Torres Strait Islander people

 

 

Detailed requirements

1. Establish your role in coordination

  1. Work with the client and other services to determine what services the client needs and who will provide them
  2. Negotiate collaborative arrangements for all services involved
  3. Develop a plan to identify all available services, their appropriateness, timeframes and expected outcomes
  4. Work with the services to agree on coordination requirements and boundaries

 

2. Support the client to access multiple services

  1. Identify your responsibilities under duty of care and then implement and maintain them.
  2. Inform the client about your coordination role
  3. Work with the client to establish communication requirements
  4. Assess whether the client needs an interpreter and arrange one if needed.
  5. Work with the client and other services to identify barriers to achieving outcomes
  6. Work with the client to prioritize their needs and communicate these to service providers
  7. Lead case conferences and meetings to coordinate responsibilities and roles
  8. Work with other services to minimize client confusion and concerns in a coordinated way

 

3. Monitor client’s progress

  1. Facilitate communication between service providers to identify and manage service duplication
  2. Work with the client and other services to monitor the client’s progress toward outcomes
  3. Get client’s feedback about services
  4. Identify any other support the client needs to meet their changing needs and progress towards outcomes, and make sure the client gets it.

5. Other.

  1. Manage tasks and contingencies on the job.
  2. Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.