CHCCSM005 Develop, Facilitate and Review All Aspects of Case Management - Student Assessment Workbook
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This assessment workbook covers all aspects of case management for CHCCSM005. It includes formative and summative assessment tasks, performance and knowledge evidence, assessment conditions, and reasonable adjustments.
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Student Assessment Workbook
PROJECT COVER SHEET
Competency Code/Title CHCCSM005 Develop, facilitate and review all aspects of case management
Student Name
Student Email
PROJECT START DATE
PROJECT DUE DATE
Trainer Name
COMPETENCY JUDGEMENT – TRAINER/ASSESSOR USE ONLY
Instructions:
This document is used by the Assessor to record their feedback about your assessment.
You will be notified via email of the outcome of your assessment. If you do not agree with the judgement,
students can access Alana Kaye’s complaints and appeals process.
ASSESSOR’S FEEDBACK TO
STUDENT
(include resubmission requirements
and due date, if applicable)
Assessment Task Result (S = satisfactory; NS = not yet satisfactory) S NS
Formative Assessment Task 1A – 4C
Assessment Summative 1 – 15 Knowledge Activity
Assessment Summative 1 – 2 Performance Activity
Re-Submission Feedback (if
required)
Overall Assessor Comments:
Final assessment result:
Resubmission result:
☐ COMPETENT ☐
COMPETENT
☐ NOT YET COMPETENT ☐
NOT YET COMPETENT
STUDENTS MUST NOT COMPLETE THE FOLLOWING FEEDBACK – ASSESSOR ONLY
Assessor Name
Assessor
Signature Date
Administration VETtrak & tracking spreadsheet updated Initial:
10636119420904784386.docx Page 1 of 26
PROJECT COVER SHEET
Competency Code/Title CHCCSM005 Develop, facilitate and review all aspects of case management
Student Name
Student Email
PROJECT START DATE
PROJECT DUE DATE
Trainer Name
COMPETENCY JUDGEMENT – TRAINER/ASSESSOR USE ONLY
Instructions:
This document is used by the Assessor to record their feedback about your assessment.
You will be notified via email of the outcome of your assessment. If you do not agree with the judgement,
students can access Alana Kaye’s complaints and appeals process.
ASSESSOR’S FEEDBACK TO
STUDENT
(include resubmission requirements
and due date, if applicable)
Assessment Task Result (S = satisfactory; NS = not yet satisfactory) S NS
Formative Assessment Task 1A – 4C
Assessment Summative 1 – 15 Knowledge Activity
Assessment Summative 1 – 2 Performance Activity
Re-Submission Feedback (if
required)
Overall Assessor Comments:
Final assessment result:
Resubmission result:
☐ COMPETENT ☐
COMPETENT
☐ NOT YET COMPETENT ☐
NOT YET COMPETENT
STUDENTS MUST NOT COMPLETE THE FOLLOWING FEEDBACK – ASSESSOR ONLY
Assessor Name
Assessor
Signature Date
Administration VETtrak & tracking spreadsheet updated Initial:
10636119420904784386.docx Page 1 of 26
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Student Assessment Workbook
Resulted ACS & CJ scanned & saved
Copy sent to student Date:
STUDENT
Instructions:
Before you start your assessment task, please read the student declaration below
All projects must be submitted with this attached cover sheet
Projects submitted without this cover sheet or declaration completed, will be returned to
the student for resubmission
Please keep a copy of your project. Your project will not be returned to you
Please submit your project by hard copy or email the project cover sheet with your project
to
Student Declaration
I confirm: Yes No
I understand the assessment requirements to achieve competence. ☐ ☐
I am ready for assessment. ☐ ☐
I understand the appeals, complaints and grievance procedure (refer to Student
Handbook).
☐ ☐
(only complete if you have special needs). I have advised of my special needs and
any changes to the assessment process have been taken into consideration.
☐ ☐
The work in this project is my own work. I declare that this assessment item is my
own work unless otherwise acknowledged and referenced.
☐ ☐
I agree:
This assessment may be accessed by the government (Australian Skills Quality
Authority, Government Funding Agencies) or representatives chosen by Alana
Kaye Training (e.g. Trainers, Consultant, Industry Representatives) to review the
quality and marking of this assessment.
☐ ☐
I have read, understood and
accept the above conditions of
this assessment.
Signature:
Date Submitted:
Cheating and plagiarism: All work submitted must be your own. If a Trainer suspects that you have
been involved in plagiarism, the matter will be referred to the Branch Manager or CEO. If two students
submit the same or very similar assessment both students will need to resubmit their assessment.
2
Resulted ACS & CJ scanned & saved
Copy sent to student Date:
STUDENT
Instructions:
Before you start your assessment task, please read the student declaration below
All projects must be submitted with this attached cover sheet
Projects submitted without this cover sheet or declaration completed, will be returned to
the student for resubmission
Please keep a copy of your project. Your project will not be returned to you
Please submit your project by hard copy or email the project cover sheet with your project
to
Student Declaration
I confirm: Yes No
I understand the assessment requirements to achieve competence. ☐ ☐
I am ready for assessment. ☐ ☐
I understand the appeals, complaints and grievance procedure (refer to Student
Handbook).
☐ ☐
(only complete if you have special needs). I have advised of my special needs and
any changes to the assessment process have been taken into consideration.
☐ ☐
The work in this project is my own work. I declare that this assessment item is my
own work unless otherwise acknowledged and referenced.
☐ ☐
I agree:
This assessment may be accessed by the government (Australian Skills Quality
Authority, Government Funding Agencies) or representatives chosen by Alana
Kaye Training (e.g. Trainers, Consultant, Industry Representatives) to review the
quality and marking of this assessment.
☐ ☐
I have read, understood and
accept the above conditions of
this assessment.
Signature:
Date Submitted:
Cheating and plagiarism: All work submitted must be your own. If a Trainer suspects that you have
been involved in plagiarism, the matter will be referred to the Branch Manager or CEO. If two students
submit the same or very similar assessment both students will need to resubmit their assessment.
2
Student Assessment Workbook
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Student Assessment Workbook
Version number: 2
a)
b) CHCCSM005 Develop, facilitate and review all aspects of
case management
c) This document comprises of 3 sections:
Section One – Unit and Assessment Overview
Section Two – Topics Covered
Section Three – Assessment Tasks
Section One – Unit and Assessment Overview provides you with an overview of the knowledge
and skills that you need to demonstrate in the assessment tasks. The Unit and Assessment Overview
also provides you with information about the assessment conditions, the Assessor’s role, changes to
the assessment procedure that can be made to accommodate your needs and instructions to
students including how to submit your assessment tasks.
Section Two – Topics Covered provides you with an overview of the key topics covered during your
workshop. These topics are still covered in the workbook by distance based learning students.
Section Three – Assessment Tasks consists of questions, case studies and work based activities.
These tasks are used to demonstrate that you meet the requirements as detailed in Section One –
Unit and Assessment Overview
10636119420904784386.docx Page 4 of 26
Version number: 2
a)
b) CHCCSM005 Develop, facilitate and review all aspects of
case management
c) This document comprises of 3 sections:
Section One – Unit and Assessment Overview
Section Two – Topics Covered
Section Three – Assessment Tasks
Section One – Unit and Assessment Overview provides you with an overview of the knowledge
and skills that you need to demonstrate in the assessment tasks. The Unit and Assessment Overview
also provides you with information about the assessment conditions, the Assessor’s role, changes to
the assessment procedure that can be made to accommodate your needs and instructions to
students including how to submit your assessment tasks.
Section Two – Topics Covered provides you with an overview of the key topics covered during your
workshop. These topics are still covered in the workbook by distance based learning students.
Section Three – Assessment Tasks consists of questions, case studies and work based activities.
These tasks are used to demonstrate that you meet the requirements as detailed in Section One –
Unit and Assessment Overview
10636119420904784386.docx Page 4 of 26
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Student Assessment Workbook
d) SECTION ONE: UNIT AND ASSESSMENT OVERVIEW
Performance Evidence
This activity will enable you to demonstrate the following performance evidence:
developed, facilitated and reviewed all aspects of case management for 3 clients
Knowledge Evidence
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:
evidence based practice requirements
approaches to service delivery, including:
strength-based
rights-based
person-centred
needs-based
contemporary behaviour change models, practices and interventions
privacy and confidentiality
formal meeting processes
relevant organisation and regulatory standards, policy, procedures, legislation and statutory mandates
risks and responsibilities relating to duty of care for:
child protection
domestic violence
suicide
elder abuse
disabilities
considerations, protocols, history and special needs of diverse client populations, including:
culturally and linguistically diverse (CALD)
Aboriginal and/or Torres Strait Islander people
people with disability
lesbian, gay, bi-sexual, transgender, intersex (LGBTI)
people experiencing or at risk of homelessness
older people
children and young people
family structure, dynamics, communication and decision-making
relevant documentation protocols
monitoring and review processes
range of available services
rights, roles and responsibilities of people within the decision making process
the impact of values systems of worker, client and key stakeholder on outcomes
ways of addressing experience, skills values and development of participants
10636119420904784386.docx Page 5 of 26
d) SECTION ONE: UNIT AND ASSESSMENT OVERVIEW
Performance Evidence
This activity will enable you to demonstrate the following performance evidence:
developed, facilitated and reviewed all aspects of case management for 3 clients
Knowledge Evidence
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:
evidence based practice requirements
approaches to service delivery, including:
strength-based
rights-based
person-centred
needs-based
contemporary behaviour change models, practices and interventions
privacy and confidentiality
formal meeting processes
relevant organisation and regulatory standards, policy, procedures, legislation and statutory mandates
risks and responsibilities relating to duty of care for:
child protection
domestic violence
suicide
elder abuse
disabilities
considerations, protocols, history and special needs of diverse client populations, including:
culturally and linguistically diverse (CALD)
Aboriginal and/or Torres Strait Islander people
people with disability
lesbian, gay, bi-sexual, transgender, intersex (LGBTI)
people experiencing or at risk of homelessness
older people
children and young people
family structure, dynamics, communication and decision-making
relevant documentation protocols
monitoring and review processes
range of available services
rights, roles and responsibilities of people within the decision making process
the impact of values systems of worker, client and key stakeholder on outcomes
ways of addressing experience, skills values and development of participants
10636119420904784386.docx Page 5 of 26
Student Assessment Workbook
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects
workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including individualised case plans
modelling of industry operating conditions, including:
scenarios that reflect standard operating conditions and contingencies
links to other local service agencies or organisations
Additional reference material and research website
If you need to refer to a specific resource to complete your assessment task, we will identify the
resource within the assessment task.
Reasonable Adjustments
Your Assessor may be able to make adjustments to your assessment based on special needs you
may have or if you are a distance learning student. Please ask your Trainer if you feel that
modifications to this assessment are required.
Student Handbook
Please refer to Alana Kaye’s Student Handbook for information regarding:
Educational and Student Support Services
Trainer Support
Assessment Strategy
Appeals, Complaints and Grievances Procedures
Role of the Trainer/Assessor
Your Trainer/Assessor will:
answer any questions you might have about the assessment
negotiate assessment activities if reasonable adjustment is required
inform you of any variations to the assessment which may be required if you have any special
needs or if you are a distance based learner
assess your competency by making judgements about the evidenced presented in line with the
rules of evidence: validity, authenticity, currency and sufficiency
give you feedback on the outcomes of the assessment process
counsel you on the outcomes of the assessment including advising you of your right of appeal if
you disagree with the assessment decision
help you address the work health and safety requirements of the assessment setting, if
appropriate.
Instructions for students
In order to successfully meet the requirements of this unit you are required to undertake all
assessment tasks. Each of these assessment tasks may have a series of activities or questions that
you are required to complete.
Please note that at Diploma level it is expected that the questions will be answered in a manner that
reflects significant understanding of the theory associated with the unit of competency. You are
10636119420904784386.docx Page 6 of 26
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects
workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including individualised case plans
modelling of industry operating conditions, including:
scenarios that reflect standard operating conditions and contingencies
links to other local service agencies or organisations
Additional reference material and research website
If you need to refer to a specific resource to complete your assessment task, we will identify the
resource within the assessment task.
Reasonable Adjustments
Your Assessor may be able to make adjustments to your assessment based on special needs you
may have or if you are a distance learning student. Please ask your Trainer if you feel that
modifications to this assessment are required.
Student Handbook
Please refer to Alana Kaye’s Student Handbook for information regarding:
Educational and Student Support Services
Trainer Support
Assessment Strategy
Appeals, Complaints and Grievances Procedures
Role of the Trainer/Assessor
Your Trainer/Assessor will:
answer any questions you might have about the assessment
negotiate assessment activities if reasonable adjustment is required
inform you of any variations to the assessment which may be required if you have any special
needs or if you are a distance based learner
assess your competency by making judgements about the evidenced presented in line with the
rules of evidence: validity, authenticity, currency and sufficiency
give you feedback on the outcomes of the assessment process
counsel you on the outcomes of the assessment including advising you of your right of appeal if
you disagree with the assessment decision
help you address the work health and safety requirements of the assessment setting, if
appropriate.
Instructions for students
In order to successfully meet the requirements of this unit you are required to undertake all
assessment tasks. Each of these assessment tasks may have a series of activities or questions that
you are required to complete.
Please note that at Diploma level it is expected that the questions will be answered in a manner that
reflects significant understanding of the theory associated with the unit of competency. You are
10636119420904784386.docx Page 6 of 26
Student Assessment Workbook
required to elaborate upon the answer sufficiently articulating your understating of the underpinning
knowledge required for this unit of competency.
As a guide – each question will generally require 1 - 2 paragraphs to effectively address
requirements. In some cases, this may be more. If you, in the course of answering a question, rely
upon a text, document, webpage or other source of information, you must make reference to where
this information came from.
Submitting your Assessment and Due Dates
Your Trainer will advise you of the due date for each assessment. Please submit your assessment by
the due date. The process for submitting assessments is provided on the project coversheet on page
1 of this document.
Feedback on your Assessment
Your Trainer will mark your assessment within 2 weeks of submission. Your Trainer will provide you
with feedback about your assessment. Your result for each assessment task will either be:
Satisfactory – you have successfully met the assessment task requirements, OR
Not Satisfactory – you are not yet satisfactory.
If your result is ‘Not Satisfactory’ you will be given an opportunity to improve your assessment. Your
Trainer will inform you of the skill or knowledge gaps in your assessment. You will need to resubmit
your assessment with the corrections or redo the practical exercise until you achieve the ‘Satisfactory’
result. Any student who plagiarises or cheats will be given a ‘Not Satisfactory’ result and will be
required to resubmit their assessment again and may also be required to answer verbal questions.
Once you have completed both the Student Assessment Workbook and any other assessment
requirements for this unit, your results will be either:
Competency Achieved – you passed OR
Not Yet Competent.
e) SECTION TWO: TOPICS COVERED
This unit describes the skills and knowledge required to undertake case management meetings to
plan, monitor and review service provision.
Workers at this level work autonomously and are responsible for own outputs within organisation
guidelines. This unit applies to work in a range of health and community services contexts.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory
legislation, Australian/New Zealand standards and industry codes of practice.
f) SECTION THREE: ASSESSMENT TASKS
Before you commence this assessment, please read the student declaration on the front page. It is
important that you are ready for assessment and understand the assessment process. Please speak
with your Trainer if you have any questions.
10636119420904784386.docx Page 7 of 26
required to elaborate upon the answer sufficiently articulating your understating of the underpinning
knowledge required for this unit of competency.
As a guide – each question will generally require 1 - 2 paragraphs to effectively address
requirements. In some cases, this may be more. If you, in the course of answering a question, rely
upon a text, document, webpage or other source of information, you must make reference to where
this information came from.
Submitting your Assessment and Due Dates
Your Trainer will advise you of the due date for each assessment. Please submit your assessment by
the due date. The process for submitting assessments is provided on the project coversheet on page
1 of this document.
Feedback on your Assessment
Your Trainer will mark your assessment within 2 weeks of submission. Your Trainer will provide you
with feedback about your assessment. Your result for each assessment task will either be:
Satisfactory – you have successfully met the assessment task requirements, OR
Not Satisfactory – you are not yet satisfactory.
If your result is ‘Not Satisfactory’ you will be given an opportunity to improve your assessment. Your
Trainer will inform you of the skill or knowledge gaps in your assessment. You will need to resubmit
your assessment with the corrections or redo the practical exercise until you achieve the ‘Satisfactory’
result. Any student who plagiarises or cheats will be given a ‘Not Satisfactory’ result and will be
required to resubmit their assessment again and may also be required to answer verbal questions.
Once you have completed both the Student Assessment Workbook and any other assessment
requirements for this unit, your results will be either:
Competency Achieved – you passed OR
Not Yet Competent.
e) SECTION TWO: TOPICS COVERED
This unit describes the skills and knowledge required to undertake case management meetings to
plan, monitor and review service provision.
Workers at this level work autonomously and are responsible for own outputs within organisation
guidelines. This unit applies to work in a range of health and community services contexts.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory
legislation, Australian/New Zealand standards and industry codes of practice.
f) SECTION THREE: ASSESSMENT TASKS
Before you commence this assessment, please read the student declaration on the front page. It is
important that you are ready for assessment and understand the assessment process. Please speak
with your Trainer if you have any questions.
10636119420904784386.docx Page 7 of 26
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Student Assessment Workbook
Formative Assessment Activities
Complete the following activities individually or in a group (as applicable to the specific
activity and the assessment environment).
Assessment Activity 1A
1. Briefly describe each phase of case management processes.
Case management process involves the phases which are required for the case manager to help the
client by providing them better care. The phases are screening, evaluating, differentiating the risk,
planning and implementation.
Screening: It is the initial process which aim to eliminate the cases which do not required much
concern as the case management is the approach to resolve the complex cases.
Evaluation: In which the case manager conducts the interview or survey to collect information, to
determine as the issue is eligible for case management.
Risk differentiation: case manager determine the risk to find the prior solution.
Planning: case manager identify or set the goals and essential action to accomplish the goals.
Implementation: In this after planning is completed case manager proceed with plan to achieve the
goals.
2. What statutory requirements do you need to consider when developing and utilising case
management procedures?
Even though case management has a major moral focus over and above any legal
obligations , there are still a number of statutory requirements that a case manager
must abide by . Firstly , case management meetings have to be documented for legal
purposes . If a meeting takes place with a number of stakeholders , then there should
ideally be someone taking minutes that can then be distributed to the whole group .
Notes should be taken on issues , negotiations , and outcomes of the meeting . While
most participants will take their own notes , there should be a designated person to
take more detailed minutes . Clients have rights that need to be addressed when
developing case management .
Assessment Activity 1B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Discuss as a group why it is important to include the client in the goal setting stage of case
management.
Working with clients to set goals is an important part of the case management
process , because involving the client with decision making to make them feel more
comfortable and in control of the situation . Developing a plan in collaboration with
the client that reflects their preferences will make them feel more empowered , and
the CM process becomes more dynamic . By making joint decisions between the case
10636119420904784386.docx Page 8 of 26
Formative Assessment Activities
Complete the following activities individually or in a group (as applicable to the specific
activity and the assessment environment).
Assessment Activity 1A
1. Briefly describe each phase of case management processes.
Case management process involves the phases which are required for the case manager to help the
client by providing them better care. The phases are screening, evaluating, differentiating the risk,
planning and implementation.
Screening: It is the initial process which aim to eliminate the cases which do not required much
concern as the case management is the approach to resolve the complex cases.
Evaluation: In which the case manager conducts the interview or survey to collect information, to
determine as the issue is eligible for case management.
Risk differentiation: case manager determine the risk to find the prior solution.
Planning: case manager identify or set the goals and essential action to accomplish the goals.
Implementation: In this after planning is completed case manager proceed with plan to achieve the
goals.
2. What statutory requirements do you need to consider when developing and utilising case
management procedures?
Even though case management has a major moral focus over and above any legal
obligations , there are still a number of statutory requirements that a case manager
must abide by . Firstly , case management meetings have to be documented for legal
purposes . If a meeting takes place with a number of stakeholders , then there should
ideally be someone taking minutes that can then be distributed to the whole group .
Notes should be taken on issues , negotiations , and outcomes of the meeting . While
most participants will take their own notes , there should be a designated person to
take more detailed minutes . Clients have rights that need to be addressed when
developing case management .
Assessment Activity 1B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Discuss as a group why it is important to include the client in the goal setting stage of case
management.
Working with clients to set goals is an important part of the case management
process , because involving the client with decision making to make them feel more
comfortable and in control of the situation . Developing a plan in collaboration with
the client that reflects their preferences will make them feel more empowered , and
the CM process becomes more dynamic . By making joint decisions between the case
10636119420904784386.docx Page 8 of 26
Student Assessment Workbook
manager and the client , they can come to an agreement or what the next action
that is needed to be made , will be a lot easier for the situation . Clients will most
likely work better with the case manager if they have input on decisions .
2. In pairs, perform a role play where one person in a case manager and the other a client. The
client should consider some goals for a hypothetical accident, and the case manager should
consider how these goals can be implemented into a case plan.
As for the client the ultimate goal is to recover from any situation if it is vulnerable. For the client
who is the victim of domestic violence then their goal is to protect themselves from the violence.
To make distance from the person who is creating violence for them. The goals of the client can
be to develop the understanding or to enhance the emotional or mental development so that it will
help them to move forward. In such the case manager should analyse all the needs to accomplish
he goals of client and make a plan so that all needs of client can meet.
Assessment Activity 1C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why must particular care be taken not to label a child or adolescent as mentally unstable?
Children and adolescents are typically at an earlier stage in the developmental
trajectory of mental illness , meaning their treatment in case management will need
to be different also . The priority with the majority of cases is indicated prevention
and early intervention , instead of continuing care for recurrent or chronic mental
illness . Crucially for children and adolescents , it is this age cohort that opportunities
for successful outcomes in terms of relapse prevention are maximised . As a result ,
child and adolescent mental health services primarily focus on building resilience to
risk factors and enhancing wellbeing . Clinicians prefer not to view the child or
adolescent as needing ' rehabilitation ' , as this term often means working with their
individual to bring them back to a physical and social condition that they were in
previously , however with many young people there may not have been a prior stage
that is an ideal goal to aim for . Instead, a ' strengths based approach ' is regularly
adopted .
2. Describe three possible responses to the issue of a lack of mental health care opportunities for
Aboriginal and/or Torres Strait Islander people.
To organise the community program for providing the information about the mental health.
To provide teaching which involves the all related data to mental health.
To educate the community people about the cause or through community program provide
the free medical service access to the patient.
10636119420904784386.docx Page 9 of 26
manager and the client , they can come to an agreement or what the next action
that is needed to be made , will be a lot easier for the situation . Clients will most
likely work better with the case manager if they have input on decisions .
2. In pairs, perform a role play where one person in a case manager and the other a client. The
client should consider some goals for a hypothetical accident, and the case manager should
consider how these goals can be implemented into a case plan.
As for the client the ultimate goal is to recover from any situation if it is vulnerable. For the client
who is the victim of domestic violence then their goal is to protect themselves from the violence.
To make distance from the person who is creating violence for them. The goals of the client can
be to develop the understanding or to enhance the emotional or mental development so that it will
help them to move forward. In such the case manager should analyse all the needs to accomplish
he goals of client and make a plan so that all needs of client can meet.
Assessment Activity 1C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why must particular care be taken not to label a child or adolescent as mentally unstable?
Children and adolescents are typically at an earlier stage in the developmental
trajectory of mental illness , meaning their treatment in case management will need
to be different also . The priority with the majority of cases is indicated prevention
and early intervention , instead of continuing care for recurrent or chronic mental
illness . Crucially for children and adolescents , it is this age cohort that opportunities
for successful outcomes in terms of relapse prevention are maximised . As a result ,
child and adolescent mental health services primarily focus on building resilience to
risk factors and enhancing wellbeing . Clinicians prefer not to view the child or
adolescent as needing ' rehabilitation ' , as this term often means working with their
individual to bring them back to a physical and social condition that they were in
previously , however with many young people there may not have been a prior stage
that is an ideal goal to aim for . Instead, a ' strengths based approach ' is regularly
adopted .
2. Describe three possible responses to the issue of a lack of mental health care opportunities for
Aboriginal and/or Torres Strait Islander people.
To organise the community program for providing the information about the mental health.
To provide teaching which involves the all related data to mental health.
To educate the community people about the cause or through community program provide
the free medical service access to the patient.
10636119420904784386.docx Page 9 of 26
Student Assessment Workbook
3. How can you make the process of making complaints easier for clients?
Whenever there is client 's complaint , listen to the customer and figure out what is it
that is irritating the customer . Determine whether any of your policies is the source
of their complaints then resolve the issue after consultation with the management .
Understand After listening to the customer complaints , try to put yourself in the
customers shoes and imagine yourself in the situation and try to think the best
solution to the problem and make sure you engage the customer in finding the
solution to the problem . Resolution Offer a solution to the problem without engaging
in any fight with the customer . They solution may be inform of dialogue or offering
refund to the customer . Always do n't postpone problems always solve them as they
arise . After resolving the issue set up new policies that will prevent future
complaints .
Assessment Activity 2A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What are the three crucial factors that are needed for a case manager to build a rapport with
the client to facilitate information sharing?
The following features are crucial to rapport building:
Confidence – client having trust in case manager capability and honesty,
demonstrated for example through qualifications, expertise, or willingness to research.
Respect – case manager showing a positive regard for their client, no matter what
their circumstances.
2. In pairs, discuss some of the consequences that a lack of boundaries can have on the case
management process. How can these be avoided?
The reality of work in the community care sector is that boundaries may get crossed
at various points for a variety of reasons, whether it is simple human error, tiredness,
stress, manipulation by clients, difficult situations, bad luck or just a bad day at the
office. It is your job to spot potential and actual boundary crossings and to take
appropriate action.
A boundary crossing is usually part of a pattern or a build up of behaviour between
you and your client. Much of the build up may be internal for one, or both, of you. It is
not practical for us to challenge everything that a client says or does that might be a
crossed boundary and so we have to work in a world where we are essentially doing
an ongoing dynamic risk assessment of the situation, intervening where necessary.
The key to managing many of these boundaries is understanding the difference
between a professional and a personal relationship and ensuring that your behaviour
always remains on the right side of the line. Professional relationships are time
10636119420904784386.docx Page 10 of 26
3. How can you make the process of making complaints easier for clients?
Whenever there is client 's complaint , listen to the customer and figure out what is it
that is irritating the customer . Determine whether any of your policies is the source
of their complaints then resolve the issue after consultation with the management .
Understand After listening to the customer complaints , try to put yourself in the
customers shoes and imagine yourself in the situation and try to think the best
solution to the problem and make sure you engage the customer in finding the
solution to the problem . Resolution Offer a solution to the problem without engaging
in any fight with the customer . They solution may be inform of dialogue or offering
refund to the customer . Always do n't postpone problems always solve them as they
arise . After resolving the issue set up new policies that will prevent future
complaints .
Assessment Activity 2A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What are the three crucial factors that are needed for a case manager to build a rapport with
the client to facilitate information sharing?
The following features are crucial to rapport building:
Confidence – client having trust in case manager capability and honesty,
demonstrated for example through qualifications, expertise, or willingness to research.
Respect – case manager showing a positive regard for their client, no matter what
their circumstances.
2. In pairs, discuss some of the consequences that a lack of boundaries can have on the case
management process. How can these be avoided?
The reality of work in the community care sector is that boundaries may get crossed
at various points for a variety of reasons, whether it is simple human error, tiredness,
stress, manipulation by clients, difficult situations, bad luck or just a bad day at the
office. It is your job to spot potential and actual boundary crossings and to take
appropriate action.
A boundary crossing is usually part of a pattern or a build up of behaviour between
you and your client. Much of the build up may be internal for one, or both, of you. It is
not practical for us to challenge everything that a client says or does that might be a
crossed boundary and so we have to work in a world where we are essentially doing
an ongoing dynamic risk assessment of the situation, intervening where necessary.
The key to managing many of these boundaries is understanding the difference
between a professional and a personal relationship and ensuring that your behaviour
always remains on the right side of the line. Professional relationships are time
10636119420904784386.docx Page 10 of 26
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Student Assessment Workbook
bound; have a distinct role and purpose; have some structure; one participant holds
the power and is specifically trained and supported for the role; there is a power
imbalance in favour of the professional; the professional has a responsibility for the
welfare of the non-professional and there are rules and boundaries that guide the
relationship.
Once you have allowed a relationship to stray into some personal areas, it is much
harder for you to maintain other professional boundaries. You will also find that when
you do behave in a professional manner, clients will be surprised, unhappy and
resentful as they may have been expecting a personal response. You will also find
that it may be much harder for you to make the decisions that your role or your
service requires you to make if they are detrimental to the client.
You and your client need to be clear that you are not literally, potentially or
figuratively their friend, parent, partner or child, and it is your responsibility to ensure
that this is not the case.
Assessment Activity 2B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What are some of the benefits of utilising the family as part of the CM process for an
adolescent substance abuser?
Some benefits are to involve the family in case management process will provide the moral
support to the client so that they actively participate in all activities for better recovery.
As for the substance abuser client family therapy can be used as it is the approach which involves
the family methods and strength to provide support to client to live without drugs or alcohol. It also
reduce the harm chances for both client and their family.
2. Why might case managers acquire the help of ‘peer case managers’ when the client is
homeless?
It is define as if the case manager is dealing with case of homeless client and it is the first time for the
case manager to deal with such case. It is not possible for the case manager to provide better
facilities to client instead of providing inferior services they can approach to their peer case manager
who already have experience to dealing with such case. It will help the case manager to identify the
sources suggested by their peer case manager so that plan can be made to achieve client goals.
10636119420904784386.docx Page 11 of 26
bound; have a distinct role and purpose; have some structure; one participant holds
the power and is specifically trained and supported for the role; there is a power
imbalance in favour of the professional; the professional has a responsibility for the
welfare of the non-professional and there are rules and boundaries that guide the
relationship.
Once you have allowed a relationship to stray into some personal areas, it is much
harder for you to maintain other professional boundaries. You will also find that when
you do behave in a professional manner, clients will be surprised, unhappy and
resentful as they may have been expecting a personal response. You will also find
that it may be much harder for you to make the decisions that your role or your
service requires you to make if they are detrimental to the client.
You and your client need to be clear that you are not literally, potentially or
figuratively their friend, parent, partner or child, and it is your responsibility to ensure
that this is not the case.
Assessment Activity 2B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What are some of the benefits of utilising the family as part of the CM process for an
adolescent substance abuser?
Some benefits are to involve the family in case management process will provide the moral
support to the client so that they actively participate in all activities for better recovery.
As for the substance abuser client family therapy can be used as it is the approach which involves
the family methods and strength to provide support to client to live without drugs or alcohol. It also
reduce the harm chances for both client and their family.
2. Why might case managers acquire the help of ‘peer case managers’ when the client is
homeless?
It is define as if the case manager is dealing with case of homeless client and it is the first time for the
case manager to deal with such case. It is not possible for the case manager to provide better
facilities to client instead of providing inferior services they can approach to their peer case manager
who already have experience to dealing with such case. It will help the case manager to identify the
sources suggested by their peer case manager so that plan can be made to achieve client goals.
10636119420904784386.docx Page 11 of 26
Student Assessment Workbook
Assessment Activity 3A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
In pairs, perform a role play where one person is the client and the other a case manager. Think of a
hypothetical situation for the CM process being needed, and discuss the strengths, abilities, and goals
of the client.
For instance if the client is victim of the domestic violence then it is required for the case manager to
provide all the precautional so that client can overcome from the mental trauma which they have
experienced during their violence days. The strength for the client can be seen as if the client is easily
recovering and not facing too much problem then it is their strength to grab or implement the things
rapidly. Abilities as to easily understanding the medical services goals can be to develop the
emotional and mental state so that they can easily forgot the fast and to move forward to achieve the
career goals.
Assessment Activity 3B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. In a group discuss the requirements for a case manager when formulating a case
management plan.
For preparing the case management plan the requirement can be to first meet with the client to
identify their needs and requirement, to clarify their goals or objectives. Then it will guide the case
manager to set the priorities accordingly, if they are facing any problem then they can take the
support of their senior to make the plan for the client. It will assist the case manager to select the
better health care service provider, and help them to negotiate with the price for the treatment.
10636119420904784386.docx Page 12 of 26
Assessment Activity 3A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
In pairs, perform a role play where one person is the client and the other a case manager. Think of a
hypothetical situation for the CM process being needed, and discuss the strengths, abilities, and goals
of the client.
For instance if the client is victim of the domestic violence then it is required for the case manager to
provide all the precautional so that client can overcome from the mental trauma which they have
experienced during their violence days. The strength for the client can be seen as if the client is easily
recovering and not facing too much problem then it is their strength to grab or implement the things
rapidly. Abilities as to easily understanding the medical services goals can be to develop the
emotional and mental state so that they can easily forgot the fast and to move forward to achieve the
career goals.
Assessment Activity 3B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. In a group discuss the requirements for a case manager when formulating a case
management plan.
For preparing the case management plan the requirement can be to first meet with the client to
identify their needs and requirement, to clarify their goals or objectives. Then it will guide the case
manager to set the priorities accordingly, if they are facing any problem then they can take the
support of their senior to make the plan for the client. It will assist the case manager to select the
better health care service provider, and help them to negotiate with the price for the treatment.
10636119420904784386.docx Page 12 of 26
Student Assessment Workbook
2. How can case managers ensure the case plan reflects the initial assessment needs?
If the whole process is going according to the case management plan also if the identified outcomes
are accomplishing then it give the information to the case manager as their actions are achievable,
then in such case no changes required.
To reflect the assessment in which the case manager or client should proceed to find that the relative
support is required after the goals of the client is achieved.
Case manager along with the client to search for the other services and to create a development plan
which is capable of identifying the requirements. It can help the case manager to reflect the initial
requirements of the assessment.
Assessment Activity 3C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
How will the case plan be monitored needs to be agreed upon between case manager and client?
Provide examples of specific aspects of monitoring that should be agreed.
For the good or smooth process it is necessary to monitor the whole process so it will give the
analyses as what changes can be made to achieve the goals. As for monitoring purposes it is
important for the case manager to completely inform the client as no future changes can be made so
that they agree upon using the monitoring devices.
As for the monitoring perspective case manager can proceed to take the signature of the client on
monitoring contract which involves all the terms and conditions.
Examples can be case manager can ask the client question as the process is we are approaching is
effective which makes the client to think carefully as what they are doing.
To ask question to client as they are comfortable if other participants will involved.
To ask as where the monitoring process can be conducted as at their home.
Assessment Activity 3D
10636119420904784386.docx Page 13 of 26
2. How can case managers ensure the case plan reflects the initial assessment needs?
If the whole process is going according to the case management plan also if the identified outcomes
are accomplishing then it give the information to the case manager as their actions are achievable,
then in such case no changes required.
To reflect the assessment in which the case manager or client should proceed to find that the relative
support is required after the goals of the client is achieved.
Case manager along with the client to search for the other services and to create a development plan
which is capable of identifying the requirements. It can help the case manager to reflect the initial
requirements of the assessment.
Assessment Activity 3C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
How will the case plan be monitored needs to be agreed upon between case manager and client?
Provide examples of specific aspects of monitoring that should be agreed.
For the good or smooth process it is necessary to monitor the whole process so it will give the
analyses as what changes can be made to achieve the goals. As for monitoring purposes it is
important for the case manager to completely inform the client as no future changes can be made so
that they agree upon using the monitoring devices.
As for the monitoring perspective case manager can proceed to take the signature of the client on
monitoring contract which involves all the terms and conditions.
Examples can be case manager can ask the client question as the process is we are approaching is
effective which makes the client to think carefully as what they are doing.
To ask question to client as they are comfortable if other participants will involved.
To ask as where the monitoring process can be conducted as at their home.
Assessment Activity 3D
10636119420904784386.docx Page 13 of 26
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Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why might the relatives and/or carers of a client provide a risk to case managers?
If the things are not going smoothly or according to the client relatives they threaten the case
manager as according to them case manager are responsible for all situations. They harm or cold
the case manager if things are not going according to them. In such situation case manager need
to deal the situation calmly or to avoid communication in the heat of the moment. After that there
is less escalation then the case manager could go for approaching the client relatives to make
them understood about the situation so that they will not threat or scold the case manager.
2. Provide three examples of strategies for managing risk in CM.
Risk management strategies are helpful to identify the risk to find its solution for easy going of the
process. Risks associated in the case management are avoiding the ethics, consuming too large
for the case hold, or to make the inferior advised referral which can be the obstacles in achieving
the goals.
Risk acceptance: By accepting the risk doesn't change the nature of the risk as it still the same
but by accepting it can make able to think about the alternatives to overcome with the risk. As for
the case manager if they identify the risk in the process then in such they need to calm down and
think about the solution for effective process.
Risk avoidance: It means that by eliminating the risk for the case manager if they have identified
the major risk associated in the process but the solution is to make investment to avoid the risk.
But the budget point needed to be consider.
Risk transference: By transferring the risk to other party but it should be cost friendly. As for the
case manager if they are not able to meet the client objectives then they can refer them to
specialist so that client desired goals can be accomplish.
Assessment Activity 3E
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why is experience important when allocating a case manager to client?
10636119420904784386.docx Page 14 of 26
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why might the relatives and/or carers of a client provide a risk to case managers?
If the things are not going smoothly or according to the client relatives they threaten the case
manager as according to them case manager are responsible for all situations. They harm or cold
the case manager if things are not going according to them. In such situation case manager need
to deal the situation calmly or to avoid communication in the heat of the moment. After that there
is less escalation then the case manager could go for approaching the client relatives to make
them understood about the situation so that they will not threat or scold the case manager.
2. Provide three examples of strategies for managing risk in CM.
Risk management strategies are helpful to identify the risk to find its solution for easy going of the
process. Risks associated in the case management are avoiding the ethics, consuming too large
for the case hold, or to make the inferior advised referral which can be the obstacles in achieving
the goals.
Risk acceptance: By accepting the risk doesn't change the nature of the risk as it still the same
but by accepting it can make able to think about the alternatives to overcome with the risk. As for
the case manager if they identify the risk in the process then in such they need to calm down and
think about the solution for effective process.
Risk avoidance: It means that by eliminating the risk for the case manager if they have identified
the major risk associated in the process but the solution is to make investment to avoid the risk.
But the budget point needed to be consider.
Risk transference: By transferring the risk to other party but it should be cost friendly. As for the
case manager if they are not able to meet the client objectives then they can refer them to
specialist so that client desired goals can be accomplish.
Assessment Activity 3E
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Why is experience important when allocating a case manager to client?
10636119420904784386.docx Page 14 of 26
Student Assessment Workbook
It is important for the case manager to have experience in their field which makes them enable to
meet the desired goals of the client. Having a case management experience means dealing with
many cases which helps the case manager to easily find out the sources which can assist them to
develop effective case management plan. Working with different clients can help the case manager to
deal with any situation. For an example if the client is mentally retarded then in that situation case
manager's experience will help as how to assist the client or to make the plan to achieve their goals.
2. If the client were to move houses during the CM and was outside the usual working grounds of
their usual case manager, what alternatives could be considered before handing over to a new
case manager?
In such situation case manager work is to refer the client to the specialist, to provide the proper
details about the client case, also provide the all ongoing process for the client to other case
manager which will lead them to understand the case or work accordingly. Provide the all
treatment and activities details in good way so that new case manager can continue the process
for achieving the goals. Existing case manager need consent from the client family to handover
the case to other case manager. Existing case manager can also proceed to connect with the new
case manager via phone to analyse the situation or to give them suggestions for the good
process.
Assessment Activity 3F
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
In pairs, discuss the various responsibilities of clients in the CM process. Why are these
responsibilities important?
The responsibilities of the client in the case management process are as follows:
To show complete cooperation in case management process.
10636119420904784386.docx Page 15 of 26
It is important for the case manager to have experience in their field which makes them enable to
meet the desired goals of the client. Having a case management experience means dealing with
many cases which helps the case manager to easily find out the sources which can assist them to
develop effective case management plan. Working with different clients can help the case manager to
deal with any situation. For an example if the client is mentally retarded then in that situation case
manager's experience will help as how to assist the client or to make the plan to achieve their goals.
2. If the client were to move houses during the CM and was outside the usual working grounds of
their usual case manager, what alternatives could be considered before handing over to a new
case manager?
In such situation case manager work is to refer the client to the specialist, to provide the proper
details about the client case, also provide the all ongoing process for the client to other case
manager which will lead them to understand the case or work accordingly. Provide the all
treatment and activities details in good way so that new case manager can continue the process
for achieving the goals. Existing case manager need consent from the client family to handover
the case to other case manager. Existing case manager can also proceed to connect with the new
case manager via phone to analyse the situation or to give them suggestions for the good
process.
Assessment Activity 3F
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
In pairs, discuss the various responsibilities of clients in the CM process. Why are these
responsibilities important?
The responsibilities of the client in the case management process are as follows:
To show complete cooperation in case management process.
10636119420904784386.docx Page 15 of 26
Student Assessment Workbook
To respect all the workers, health care service provider or case manager.
To listen case manager what they have said.
To participate in every activities which is specially organised for them.
Respect every member who involve in the process regardless of their cultural background.
Behaving in manner as do not harm the other worker or do not emotional threat to the staff.
Take the responsibilities for their agreed actions.
Accept the feedback in positive manner so that improvement can be made for good outcomes.
Assessment Activity 4A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Provide two examples of reasons why monitoring the effectiveness of the case plan is an
important task?
Monitoring and controlling is important as it makes healthcare providers able in knowing actual
situation of their clients. In regard to domestic violence, it can be said that it can affect victims
mentally. It is responsibility of healthcare providers and responsible person to monitor case plan and
actual situations of clients. One of the main reasons of proper monitoring is to know actual and
current situation of client. Other main reason is to develop strategies for improving health of clients as
per the current situations. It can decrease clients stay rate in hospitals if he/she is suffering from
mental health problems due to domestic violence and it can improve clients' health.
2. Why might a client be failing to progress under their case plan?
There are number of reasons for which clients may fall to progress under their case plan. One of the
main reason is lack of monitoring by healthcare providers. Sometimes, healthcare providers give
detailed information and care plan in which they mention everything that needs to be done by clients.
But they forget to monitor their clients and clients may find difficulties in identifying changes that
happen in their health. Due to lack of proper monitoring, clients become fail to progress under their
care plan. Other main reason is: not following care plan in a manner, it should be followed. When
clients do not follow care plan in an effective manner then it may have adverse impacts and it can
create barriers in their development and health improvements.
3. What strategies could be developed to respond to crisis situations in CM?
10636119420904784386.docx Page 16 of 26
To respect all the workers, health care service provider or case manager.
To listen case manager what they have said.
To participate in every activities which is specially organised for them.
Respect every member who involve in the process regardless of their cultural background.
Behaving in manner as do not harm the other worker or do not emotional threat to the staff.
Take the responsibilities for their agreed actions.
Accept the feedback in positive manner so that improvement can be made for good outcomes.
Assessment Activity 4A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Provide two examples of reasons why monitoring the effectiveness of the case plan is an
important task?
Monitoring and controlling is important as it makes healthcare providers able in knowing actual
situation of their clients. In regard to domestic violence, it can be said that it can affect victims
mentally. It is responsibility of healthcare providers and responsible person to monitor case plan and
actual situations of clients. One of the main reasons of proper monitoring is to know actual and
current situation of client. Other main reason is to develop strategies for improving health of clients as
per the current situations. It can decrease clients stay rate in hospitals if he/she is suffering from
mental health problems due to domestic violence and it can improve clients' health.
2. Why might a client be failing to progress under their case plan?
There are number of reasons for which clients may fall to progress under their case plan. One of the
main reason is lack of monitoring by healthcare providers. Sometimes, healthcare providers give
detailed information and care plan in which they mention everything that needs to be done by clients.
But they forget to monitor their clients and clients may find difficulties in identifying changes that
happen in their health. Due to lack of proper monitoring, clients become fail to progress under their
care plan. Other main reason is: not following care plan in a manner, it should be followed. When
clients do not follow care plan in an effective manner then it may have adverse impacts and it can
create barriers in their development and health improvements.
3. What strategies could be developed to respond to crisis situations in CM?
10636119420904784386.docx Page 16 of 26
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There are number of situations happen where healthcare providers have to face some
problems. In care management, it is important for healthcare providers to make use of an
effective strategies for managing crisis situations such as: creation of crisis leadership team.
By developing an effective leadership team, healthcare providers can satisfy their clients.
Leadership styles play a vital role in solving crisis or conflicts. Other effective strategy that
can be developed for responding to crisis situation is: team working and training. Training to
healthcare providers can make them able in decreasing errors and taking better decisions
regarding crisis management. Team working also increase knowledge that can also make
healthcare providers able in solving current problems and responding crisis situations in an
effective manner.
Assessment Activity 4B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Think of a hypothetical case management situation. Who are the stakeholders that a case
manager would need to negotiate changes to the case plan with?
The hypothetical situation for this case management situation is that client is mentally retarded,
and for that case the stakeholder would be the client themselves, their family members,
healthcare service provider and payor sources. As for the case manager it is important to
negotiate with the stakeholder as it enables them to build effective case management plan to
assist the mentally retarded client. Case manager should pick the home health organization which
can help them to negotiate the coverage advantages between the health insurer, services provider
as by negotiating with the stakeholders help the stakeholder to reduce the cost.
2. What considerations need to be made by case managers about communicating changes to
stakeholders?
The consideration which can be needed for the case manager to interact with the stakeholder to
implement the changes are transparency, accuracy proper detailed, and normal gesture while
communicating so that it makes able the client to understand the processes. Transparency is must
required there should be no jargon word used so that it confuse the stakeholder. Also it is important to
clear the goals which enables the case manager to simply explain the changes. Through which
stakeholder are able to develop their understanding and shows their support to drive the changes.
10636119420904784386.docx Page 17 of 26
There are number of situations happen where healthcare providers have to face some
problems. In care management, it is important for healthcare providers to make use of an
effective strategies for managing crisis situations such as: creation of crisis leadership team.
By developing an effective leadership team, healthcare providers can satisfy their clients.
Leadership styles play a vital role in solving crisis or conflicts. Other effective strategy that
can be developed for responding to crisis situation is: team working and training. Training to
healthcare providers can make them able in decreasing errors and taking better decisions
regarding crisis management. Team working also increase knowledge that can also make
healthcare providers able in solving current problems and responding crisis situations in an
effective manner.
Assessment Activity 4B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Think of a hypothetical case management situation. Who are the stakeholders that a case
manager would need to negotiate changes to the case plan with?
The hypothetical situation for this case management situation is that client is mentally retarded,
and for that case the stakeholder would be the client themselves, their family members,
healthcare service provider and payor sources. As for the case manager it is important to
negotiate with the stakeholder as it enables them to build effective case management plan to
assist the mentally retarded client. Case manager should pick the home health organization which
can help them to negotiate the coverage advantages between the health insurer, services provider
as by negotiating with the stakeholders help the stakeholder to reduce the cost.
2. What considerations need to be made by case managers about communicating changes to
stakeholders?
The consideration which can be needed for the case manager to interact with the stakeholder to
implement the changes are transparency, accuracy proper detailed, and normal gesture while
communicating so that it makes able the client to understand the processes. Transparency is must
required there should be no jargon word used so that it confuse the stakeholder. Also it is important to
clear the goals which enables the case manager to simply explain the changes. Through which
stakeholder are able to develop their understanding and shows their support to drive the changes.
10636119420904784386.docx Page 17 of 26
Student Assessment Workbook
Assessment Activity 4C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What must a case manager consider if referring their client to another service as part of a
reviewing the case plan?
Case manager need to check the whole case if it is beyond their control in such situation they can
proceed to refer the client case to the specialist. Case manager should review the case and manage
the finances, devising the client care plan, to manage the advocates processing the rehabilitation
process. Accompanying the clients supportive ones. As reviewing of the case plan involves the
measurement or to analyse that the plan goals and outcomes are achieving, in the case of referral
case manager refer to the specialist so that new case plan for the development can be carried out to
meet the goals of the client.
2. What actions should the case manager take when closing a case?
To close the case in which the case manager can do the following procedure which are as follows:
To identify when to close the case it involves the indicator as how long client is satisfied, and to check
the goals achievement.
Create the actions to close the case as what data is needed for record for which the client exit form
can be used for the recording purpose.
Find the appropriate societal resources as it requires to find the ongoing support requirement for client
to possibly connecting with the community.
Create a follow up policies to provide the referral to other communal services.
Lastly create the written policies and process.
10636119420904784386.docx Page 18 of 26
Assessment Activity 4C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What must a case manager consider if referring their client to another service as part of a
reviewing the case plan?
Case manager need to check the whole case if it is beyond their control in such situation they can
proceed to refer the client case to the specialist. Case manager should review the case and manage
the finances, devising the client care plan, to manage the advocates processing the rehabilitation
process. Accompanying the clients supportive ones. As reviewing of the case plan involves the
measurement or to analyse that the plan goals and outcomes are achieving, in the case of referral
case manager refer to the specialist so that new case plan for the development can be carried out to
meet the goals of the client.
2. What actions should the case manager take when closing a case?
To close the case in which the case manager can do the following procedure which are as follows:
To identify when to close the case it involves the indicator as how long client is satisfied, and to check
the goals achievement.
Create the actions to close the case as what data is needed for record for which the client exit form
can be used for the recording purpose.
Find the appropriate societal resources as it requires to find the ongoing support requirement for client
to possibly connecting with the community.
Create a follow up policies to provide the referral to other communal services.
Lastly create the written policies and process.
10636119420904784386.docx Page 18 of 26
Student Assessment Workbook
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and
performance, as required to show competency in this unit. These activities should be completed
after finishing the Learner Guide. You should complete these as stated below and as instructed by
your trainer/assessor.
Summative Assessment: Knowledge Activity (Q & A)
Answer each question in as much detail as possible, considering your organisational requirements.
1. Explain how you can treat clients using evidence-based practice.
10636119420904784386.docx Page 19 of 26
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and
performance, as required to show competency in this unit. These activities should be completed
after finishing the Learner Guide. You should complete these as stated below and as instructed by
your trainer/assessor.
Summative Assessment: Knowledge Activity (Q & A)
Answer each question in as much detail as possible, considering your organisational requirements.
1. Explain how you can treat clients using evidence-based practice.
10636119420904784386.docx Page 19 of 26
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Evidence-based practices are the concept of treating the clients with by adopting the fair practices.
These practices involve the fair treatment of the clients and ensures the effective treatment. Under
these practices, the service provider uses the scientific approach that is concerned with the evidence
for the treatment of the client. This mainly includes the behaviour analysis and behaviour therapy.
These practices make the client more effective in terms of increasing their mental ability. The
therapies that are used under these practices are full of scientific theories and the scientific approach
has been used by the service provider.
2. Explain how you can treat clients using strengths-based practice.
Strength-based practices refers to focusing on the increasing the capability of the clients. Under this
practice, the client has been introduced with their hidden strength. The inner capability of the clients
helps in keeping the health positive. Therefore, these practices works with the prior motive of making
aware clients with their hidden capabilities. This has been done by increasing the inner strength of the
clients. These practices are mainly used for the clients that are facing the issues like, depression and
anxiety.
3. What mistakes may case managers make when setting goals?
The common mistakes that can be made while setting goals by the case manager are:
The goals that has been set can be non-realistic. This result in setting those goals that are never
meant to be achieved.
Setting many goals under a short period of time.
Not focusing on the goals.
Setting goals in the context of “How” rather than setting it in the context of “What”.
10636119420904784386.docx Page 20 of 26
Evidence-based practices are the concept of treating the clients with by adopting the fair practices.
These practices involve the fair treatment of the clients and ensures the effective treatment. Under
these practices, the service provider uses the scientific approach that is concerned with the evidence
for the treatment of the client. This mainly includes the behaviour analysis and behaviour therapy.
These practices make the client more effective in terms of increasing their mental ability. The
therapies that are used under these practices are full of scientific theories and the scientific approach
has been used by the service provider.
2. Explain how you can treat clients using strengths-based practice.
Strength-based practices refers to focusing on the increasing the capability of the clients. Under this
practice, the client has been introduced with their hidden strength. The inner capability of the clients
helps in keeping the health positive. Therefore, these practices works with the prior motive of making
aware clients with their hidden capabilities. This has been done by increasing the inner strength of the
clients. These practices are mainly used for the clients that are facing the issues like, depression and
anxiety.
3. What mistakes may case managers make when setting goals?
The common mistakes that can be made while setting goals by the case manager are:
The goals that has been set can be non-realistic. This result in setting those goals that are never
meant to be achieved.
Setting many goals under a short period of time.
Not focusing on the goals.
Setting goals in the context of “How” rather than setting it in the context of “What”.
10636119420904784386.docx Page 20 of 26
Student Assessment Workbook
4. What information may be considered private or confidential?
Client's records and their treatment process has been considered as the private or confidential
information. This has been done in order to make the treatment process safe and secure. The
personal records of the client has to kept private. Sharing the personal records has been considered
as the illegal activity.
5. What information may you have to document in formal meeting processes?
The information that has been provided in the formal meeting process documents are:
Objective- The document contains the major objective for which the meeting is going to organise.
Assembling- Number of attendees that are going to attend the meeting has been mentioned in the
document.
Agenda- This refers to creating the plans and their evaluation in order to achieve the set objective.
This includes all the alternatives of the major plans.
Controlling- Controlling is the part of, who control whom. The document consist the managing power
of formal meeting. Under this, it has been mentioned that who will conduct the meeting.
Follow-up- This refers to following the information that has been mentioned in the documents. The
rules & regulations of the meeting has been mentioned in this.
6. Give three examples of organisation and regulatory standards that affect your work.
The three examples of the organisations and regulatory standards that affects the work are:
Ensuring the health safety of the people in the business organisation according to employment act.
Protecting the non-employees in against the health and safety risk that arises from the operations.
Children health insurance program by the government. This ensures the safety of the children by
providing them free health services. This has been done for protecting the child from various
diseases.
10636119420904784386.docx Page 21 of 26
4. What information may be considered private or confidential?
Client's records and their treatment process has been considered as the private or confidential
information. This has been done in order to make the treatment process safe and secure. The
personal records of the client has to kept private. Sharing the personal records has been considered
as the illegal activity.
5. What information may you have to document in formal meeting processes?
The information that has been provided in the formal meeting process documents are:
Objective- The document contains the major objective for which the meeting is going to organise.
Assembling- Number of attendees that are going to attend the meeting has been mentioned in the
document.
Agenda- This refers to creating the plans and their evaluation in order to achieve the set objective.
This includes all the alternatives of the major plans.
Controlling- Controlling is the part of, who control whom. The document consist the managing power
of formal meeting. Under this, it has been mentioned that who will conduct the meeting.
Follow-up- This refers to following the information that has been mentioned in the documents. The
rules & regulations of the meeting has been mentioned in this.
6. Give three examples of organisation and regulatory standards that affect your work.
The three examples of the organisations and regulatory standards that affects the work are:
Ensuring the health safety of the people in the business organisation according to employment act.
Protecting the non-employees in against the health and safety risk that arises from the operations.
Children health insurance program by the government. This ensures the safety of the children by
providing them free health services. This has been done for protecting the child from various
diseases.
10636119420904784386.docx Page 21 of 26
Student Assessment Workbook
7. What responsibilities do you have relating to child protection?
Child protection refers to protecting the children and focusing on their welfare. This has been done in
order to create the effective health in the children as there are number of diseases that has been
faced mostly in the children. And this result in impacting their life in hard manner The responsibilities
that are related to the child protection are:
Promoting the welfare of the children.
Providing free check-ups to the children.
Guiding them about the importance of health.
Saving the child from the different kind of harms.
Preventing the health of the child.
8. What should you consider when working with Aboriginal Australians?
While working with the Aboriginal Australians the main thing that should be taken in consideration is
providing them respect. And treating them by adopting genuine way. The Aboriginal & Torres Strait
Islander community has the complete right of getting equal treatment as the other citizens get.
Therefore, it is important to provide them sense of respect.
9. What are the benefits and drawbacks of family involvement in case management?
The benefits of family involvement in the case management are:
It helps in improving the multiple aspects of the services. The aspects involve the quality, safety and
financial performance of the health care services. The Family involvement in case management
provides assistance to the health care team in terms of patient acre. And along with this, it also helps
in providing guidance related to the health of the patient. 5The involvement of family helps in
10636119420904784386.docx Page 22 of 26
7. What responsibilities do you have relating to child protection?
Child protection refers to protecting the children and focusing on their welfare. This has been done in
order to create the effective health in the children as there are number of diseases that has been
faced mostly in the children. And this result in impacting their life in hard manner The responsibilities
that are related to the child protection are:
Promoting the welfare of the children.
Providing free check-ups to the children.
Guiding them about the importance of health.
Saving the child from the different kind of harms.
Preventing the health of the child.
8. What should you consider when working with Aboriginal Australians?
While working with the Aboriginal Australians the main thing that should be taken in consideration is
providing them respect. And treating them by adopting genuine way. The Aboriginal & Torres Strait
Islander community has the complete right of getting equal treatment as the other citizens get.
Therefore, it is important to provide them sense of respect.
9. What are the benefits and drawbacks of family involvement in case management?
The benefits of family involvement in the case management are:
It helps in improving the multiple aspects of the services. The aspects involve the quality, safety and
financial performance of the health care services. The Family involvement in case management
provides assistance to the health care team in terms of patient acre. And along with this, it also helps
in providing guidance related to the health of the patient. 5The involvement of family helps in
10636119420904784386.docx Page 22 of 26
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Student Assessment Workbook
providing the sense of home care treatment to the patient. Within having benefit, there are some
drawback of family involvement in case management and those are:
The family can have the sense of that they are the one who are responsible for providing the
resources for their child and this may result in the certain types of conflicts with the staff. Family
involvement in case management includes high conflicts and low relationship satisfaction. It further
leads to criticism and blame towards the staff.
10. List two of your organisation’s documentation protocols.
The major two protocols that must be available in the documentation are:
Proper records of the client's monitoring & treatment.
The time period under which the client has been treated. And the changes that has ben found
in the client.
This has been done in order to know the changes that has been taken place in the client.
11. What are the two aspects of monitoring cases?
The two aspects of the monitoring cases are, Continue analysation of the people's participation under
the services for which they have been appointed and the feedback in relation of providing quality
services to the client in relation to the completion of the goal. Understanding of these two aspects
plays a major role in knowing the performance.
12. List three available services that you can refer clients to.
The three available services that are available for the clients are:
Emergency care – This refers to providing services immediately in the arising of emergency.
Nursing care- Nurses provides full care to the clients by focusing on each and every aspect that is
needed to increase effectiveness of health.
Medical social services- It involves providing free services to the community in relation of enhancing
the health structure of the people.
10636119420904784386.docx Page 23 of 26
providing the sense of home care treatment to the patient. Within having benefit, there are some
drawback of family involvement in case management and those are:
The family can have the sense of that they are the one who are responsible for providing the
resources for their child and this may result in the certain types of conflicts with the staff. Family
involvement in case management includes high conflicts and low relationship satisfaction. It further
leads to criticism and blame towards the staff.
10. List two of your organisation’s documentation protocols.
The major two protocols that must be available in the documentation are:
Proper records of the client's monitoring & treatment.
The time period under which the client has been treated. And the changes that has ben found
in the client.
This has been done in order to know the changes that has been taken place in the client.
11. What are the two aspects of monitoring cases?
The two aspects of the monitoring cases are, Continue analysation of the people's participation under
the services for which they have been appointed and the feedback in relation of providing quality
services to the client in relation to the completion of the goal. Understanding of these two aspects
plays a major role in knowing the performance.
12. List three available services that you can refer clients to.
The three available services that are available for the clients are:
Emergency care – This refers to providing services immediately in the arising of emergency.
Nursing care- Nurses provides full care to the clients by focusing on each and every aspect that is
needed to increase effectiveness of health.
Medical social services- It involves providing free services to the community in relation of enhancing
the health structure of the people.
10636119420904784386.docx Page 23 of 26
Student Assessment Workbook
13. Choose a person in the decision-making process and list their rights, roles and responsibilities.
The service provider is the main person who takes the decision in relation of client. The roles and
responsibilities of the service provider are;
The services must be performed according to the client's need.
The client must give the value in order to increase their morals.
The concept of standard precaution has to be applied.
Ensuring the evidence-based ans strength-based practices.
The client care should be given the topmost priority.
14. How can you identify client values?
The client values can identify by this way:
Providing high quality care to the client.
Ensuring the respect.
Takes those decision that are full-filling the client's need.
Ensures the familiar environment.
15. Give three examples of client experience or skills that may be applied to strength-based practice.
The three examples of the client's experience & skills that may applied on strength-based practices
are, optimism, patience &n persistence. For example the client has all of these three strength that is,
optimism, patience and persistence. For such client the strength-based practices can be adopted and
the outcome will be come in positive manner. The strength-based practices focuses on the positive
aspect of the client rather than focusing on the negative ones. And then the strength of the client has
been observes and then the strength are used in order to increase the effectiveness of the client care.
Summative Assessment: Performance Activity
Answer the activity in as much detail as possible, considering your organisational requirements.
10636119420904784386.docx Page 24 of 26
13. Choose a person in the decision-making process and list their rights, roles and responsibilities.
The service provider is the main person who takes the decision in relation of client. The roles and
responsibilities of the service provider are;
The services must be performed according to the client's need.
The client must give the value in order to increase their morals.
The concept of standard precaution has to be applied.
Ensuring the evidence-based ans strength-based practices.
The client care should be given the topmost priority.
14. How can you identify client values?
The client values can identify by this way:
Providing high quality care to the client.
Ensuring the respect.
Takes those decision that are full-filling the client's need.
Ensures the familiar environment.
15. Give three examples of client experience or skills that may be applied to strength-based practice.
The three examples of the client's experience & skills that may applied on strength-based practices
are, optimism, patience &n persistence. For example the client has all of these three strength that is,
optimism, patience and persistence. For such client the strength-based practices can be adopted and
the outcome will be come in positive manner. The strength-based practices focuses on the positive
aspect of the client rather than focusing on the negative ones. And then the strength of the client has
been observes and then the strength are used in order to increase the effectiveness of the client care.
Summative Assessment: Performance Activity
Answer the activity in as much detail as possible, considering your organisational requirements.
10636119420904784386.docx Page 24 of 26
Student Assessment Workbook
1. Develop a case management profile for three different potential clients. These could be clients
that have been identified through a screening stage of case management. The profile should
include:
The reasons why the client requires CM
Risk factors that could lead to further medical/community issues
Their medical history
Current physical wellbeing, including and psychological conditions
Employment status
Housing conditions
Familial relationships.
Here is the case management profile of three clients:
First client is from the disabled community. The client requires the CM as the client of this community
is facing large number of problem. They can not easily make the movements as the normal person
can made. The client is facing the risk of medical issues in term of not being physical active. The
medical history has not shown the effective improvement in the client. Currently, the client is not
effective in terms of being physical active and due to this the client is facing certain psychological
issues as well. The employment status of the client is not stable. The client has the 4-5 family
members.
Second client is from child community who has faces the major issues in health. The client has been
through the mental illness the client has experiences the child labour. This results in putting the heavy
impact on client;s mind. The medical history of the client is showing that the client is mentally ill. The
client is unemployed and has no house or family.
Third client is from the LGBT community. The client has faced the large number of discrimination in
getting the services. The basic reason behind facing the discrimination was just that the client is from
the LGBT community. The medical history has shown that, the client is going through anxiety. The
client is a social worker and leaves with the LGBT organization.
2. In a workplace environment, implement the case plan that you have developed.
Ensure that you:
Identify and make necessary changes to goals and service provision
Negotiate with relevant parties regarding changes.
The case plan that has been developed in order to implement on workplace environment for
ensuring the effectiveness of working are:
Planning the objectives- This is the first step and the most important. The objective has to be
mention as all the task performed in order to achieve the objective.
10636119420904784386.docx Page 25 of 26
1. Develop a case management profile for three different potential clients. These could be clients
that have been identified through a screening stage of case management. The profile should
include:
The reasons why the client requires CM
Risk factors that could lead to further medical/community issues
Their medical history
Current physical wellbeing, including and psychological conditions
Employment status
Housing conditions
Familial relationships.
Here is the case management profile of three clients:
First client is from the disabled community. The client requires the CM as the client of this community
is facing large number of problem. They can not easily make the movements as the normal person
can made. The client is facing the risk of medical issues in term of not being physical active. The
medical history has not shown the effective improvement in the client. Currently, the client is not
effective in terms of being physical active and due to this the client is facing certain psychological
issues as well. The employment status of the client is not stable. The client has the 4-5 family
members.
Second client is from child community who has faces the major issues in health. The client has been
through the mental illness the client has experiences the child labour. This results in putting the heavy
impact on client;s mind. The medical history of the client is showing that the client is mentally ill. The
client is unemployed and has no house or family.
Third client is from the LGBT community. The client has faced the large number of discrimination in
getting the services. The basic reason behind facing the discrimination was just that the client is from
the LGBT community. The medical history has shown that, the client is going through anxiety. The
client is a social worker and leaves with the LGBT organization.
2. In a workplace environment, implement the case plan that you have developed.
Ensure that you:
Identify and make necessary changes to goals and service provision
Negotiate with relevant parties regarding changes.
The case plan that has been developed in order to implement on workplace environment for
ensuring the effectiveness of working are:
Planning the objectives- This is the first step and the most important. The objective has to be
mention as all the task performed in order to achieve the objective.
10636119420904784386.docx Page 25 of 26
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Consider the past- It is required to consider the past in order to know that, in the past why
objective has not been achieved. This helps in knowing the mistakes of the past that has not
to be taken i9n future.
Consider the need of client as major priority- This is the major priority and this leads to
provide the way that takes towards the final aim.
Providing guidelines- The major guidelines is provided to the service providers so, the final
goal can be met.
Monitoring- The consistent observation is needed in order to make sure that plan is working
according to the original plan or not.
END OF ASSESSMENT WORKBOOK
10636119420904784386.docx Page 26 of 26
Consider the past- It is required to consider the past in order to know that, in the past why
objective has not been achieved. This helps in knowing the mistakes of the past that has not
to be taken i9n future.
Consider the need of client as major priority- This is the major priority and this leads to
provide the way that takes towards the final aim.
Providing guidelines- The major guidelines is provided to the service providers so, the final
goal can be met.
Monitoring- The consistent observation is needed in order to make sure that plan is working
according to the original plan or not.
END OF ASSESSMENT WORKBOOK
10636119420904784386.docx Page 26 of 26
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