Case Closure Form Completion

This assignment requires completing a case closure form for a client named Elena, who has not progressed towards her goals and has gone unreachable. The form needs to be filled with client details, case dates, goals, and the reason for closure. This task is a simulation of real-life case management scenarios in the human services industry.

CHCCSM005
Develop, facilitate and review all aspects of
case management
ASSESSMENT BOOK
for
CHCCSM005

Assessment Instructions
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5

Initials
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Initials
Section 1
An Introduction to Case Management
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What is case management?
1.1 The roles and responsibilities of a case manager can be many and
varied, however, they are typically understood as falling into three
broad essential functions: a counselling function, a coordinating
function, and an advocacy function. In the appropriate space below,
provide a brief description of the type of services a case manager
may provide in each of these functions. Hint: see page 13 of the
Study Guide. (Your total response should be no more than 50
words)
Counselling function: As a counsellor, it is important job for Case
manager to teach client’s with their requirements to maintain and
develop a resource network for themselves. There are conditions
in which a client requires new skills or knowledge and there are
also needs for client to learn new things about themselves. It
consists of direct services like specific treatment interventions
crisis, etc.
Coordinating function: In accordance with this role, case manager
would focus on understanding the needs and problems that are
associated with other helpers. Plans are made by managers and
they ask clients to get in effective contacts with helpers. To reduce
conflicts, managers can also facilitate communication and this way
they are able to increase effectiveness of resource network.
Advocacy function: There are conditions in which the required
resources are not available for clients. In this context, it is
responsibility of manager to make assistance available.
The process of case management
1.2 The process of case management involves three key components:
assessment, planning, and implementation. Complete the table
below by briefly outlining the role that the client plays in each of
these components of case management. (Your total response should
be no more than 50 words)
Assessment Planning Implementation
This is to understand In accordance with The plan that is
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the main condition
that the client is
going through. The
manager would
gather all type of
information that
he/she can get so
that the scenario can
be understood and
studies. It is
important for the
client to have
transparency in their
interaction and
should not hide
anything.
the information and
the situation that are
faced by the client,
appropriate plan is
developed in order
to provide support to
the client. Planning
is made in such a
way that justice can
be provided to client
and they are able to
overcome them in
effective manner.
developed is
properly covered to
the client and then
the plan is
implemented. This
is done so that a
proper conclusion is
made towards the
condition that is
faced by client.
Implementation is
done towards the
plan that is
developed by the
manager and it is
implemented by
client or the people
who are related
with it.
1.3 Select true or false in relation to the following statements:
a) The process of assessment should continue throughout the
entire case management process so that the suitability of
services can be continually monitored, evaluated, and the case
plan re-assessed if necessary.
True False
b) During the planning stage of the case management process it is
not necessary to consult with the client because you will have
all the information you require from the assessment.
True False
c) Once a case plan has been implemented changes cannot be
made to the case plan.
True False
Key considerations in case management
1.4 When engaging with a client and developing a case management
plan, it is important to consider the client’s family structure and its
dynamics, style of communication, and decision-making processes.
8

Why is this important? (Your response should be no more than 100
words
It is important that for the case manager to develop an accurate
profile of client and problems that are faced by client. This is done so
that the relationship with all the parties that are involved can be
identified. With the help of family structure, case manager is able to
gather information from all the individuals who are related with the
client. Further, the type of perception that is carried out by each of
the person is different. When interaction is made with each of them,
then it enables to get adequate information and sources to confirm
whether the data provided by client was correct or not.
1.5 When developing a case management plan it is also important to
explore the client’s issues holistically by considering the impact
and interaction that exists within and between all areas of the
client’s life (including the client’s social, cultural, psychological,
physiological, and economic circumstances). Explain how this helps
facilitate client goal-setting and participation in the case
management process. (Your response should be no more than 100
words)
It is identified that all the aspects of client’s life are interconnected.
In this context, it is important to consider all clients holistically at
the time when case study plan is developed. When case manager is
able to determine the link of client, then need can be identified.
Through Ecological system theory, managers are able to focus on
highlighting the importance of person in environment perspective.
Further, it helps to determine critical interaction that occurs
between environment and individuals. This type of approach is
concerned when there is a strong impact on another areas.
1.6 Case managers must be well-versed in all laws and regulations
relevant to their location, the type of work conducted, and the
types of clients they serve. Provide three examples of laws or
regulations that are relevant to the work of case managers. ( Your
response should be no more than 20 words)
Below give are the three laws and regulations that are relevant to
work of case managers:
 Mental health legislation
 Child protection acts
 Guardianship, trustee and administration acts
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1.7 Case managers must have a good understanding of the resources
available in their local area. This includes both the services
available within their own agency/organisation as well as those
offered by other service providers. List two potential strategies that
a case manager might use to identify services available in their
area. ( Your response should be no more than 30 words)
These are Lifeline service finder, infoXchange service seeker and
local service directories. It is essential for the case manager to
gather information about them and to develop a plan.
Facilitating client participation in the case management
process
1.8 One of the core themes of case management is that the client is
central to the goal-setting process. Therefore, case managers must
promote client engagement, empowerment, and self-determination.
List three strategies that a case manager may use to help facilitate
client engagement in the case management process. (Your
response should be no more than 30 words)
Below given are the strategies to facilitate client engagement:
 Making sure that client’s activity take part in planning process
and goals setting.
 Considering the feedback that are provided by client
 Respecting client
1.9 Understanding and applying behaviour change models such as the
stages of change model can assist case managers to make the
necessary adjustments to their approach in order to better engage
reluctant clients.
a) Complete the table below by providing, in your own words, a
brief description of each of the stages of change and at least one
approach you might take as a case manager when working with
a client in that stage. The first stage has been completed for you
to give you an idea about the level of depth required in your
response. Hint: see pages 1718 of the Study Guide.
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Stage of
Change Description Approach
Pre-
contemplatio
n
People in this stage are
not thinking about
making a change or
might not see a need
for change. They may
also have been
unsuccessful in making
changes in the past.
Case managers
working with clients in
the precontemplation
stage should listen to
the client, explore
obstacles the client
sees, nonjudgmentally
express their concerns,
and invite feedback.
Contemplatio
n
As per this stage, client
is ready to explore but
not willing to accept
changes.
It requires the case
manager to have
strong interaction with
client. Make them see
the problems, making
them think about the
causes and stating
them solution.
Developing a
plan
The person accepts the
change and gets ready
to implement them.
Client and the manager
work together so that
plan can be put into
action.
Client is able to
identify the issues that
are faced at the time of
implementing the
change. There is an
hope developed that
the plan formed will be
effective.
Implementin
g the plan
Thinking that is carried
out by client is
changed or their habit.
In this condition it is
normal to be uncertain.
Manager need to tell
client to trust their
concerns without
judgement. In this
condition, it becomes
difficult to put a plan
into action.
Maintaining
the changes
The individual seeks to
make changes as their
It is important to
determine the long
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permanent part of their
life. Lot of time is
consumed to make the
changes permanent.
term success. Further,
analysis needs to be
made to identify
whether environment
will support or not.
Relapse
People get to find out
that they will not be
able to sustain the new
behaviour for long
period. Some of them
will stop the
medication and there
will be some who will
return to their old
stage.
It requires to identify
the learning occurred.
What are changes that
can be done for the
next time. Case
manager should make
the person think on
what happened and
why.
b) For each of the following statements you must identify which
stage of change you believe the client to be in and provide a
brief response that you could give as their case manager to help
encourage each client’s participation in the case management
process. You must ensure that your response is appropriate to
the client’s stage of change. ( Each response should be no more
than 30 words)
i. From a client who has been court mandated to attend your
drug and alcohol service after being caught high-range drink
driving on three separate occasions: “I’m not sure why I’m
even here, I don’t have a drinking problem.”
Stage of change: Pre-contemplation
Response: It requires to explain that problem and make them
realise the current situation that are faced by them. Further,
information should be provided regarding the risk involved.
ii. From a client who has come into your domestic violence
support organisation:
“I don’t want to be with him anymore – I don’t want to keep
being hit. I’ve tried to leave my husband before, but it was
really hard – I had no money and nowhere to go – I ended up
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going back to him. I think I can do it this time and I really
want to, I just need to make sure that I’m better prepared.”
Stage of change: Maintaining the Changes
Response: It requires to state the long term issues or
problems that can be faced. Further, information to be
provided considering whether the environment is in support
or not.
iii. From a long-term unemployed client referred to your
employment support service:
“I’ve been thinking about quitting drinking for a while now
but I’m just not sure how I’ll cope being sober.”
Stage of change: Developing a plan
Response: This is an effective time to talk to the client
regarding the options that are available. Further, the
considerations that are made by the client are taken into
account so that options can be clearly stated.
1.10 Why is it important to consider the client’s cultural background and
other diversity factors during the case management process? (Your
response should be no more than 100 words)
It is important to reflect on the requirement of clients. At the time
when plan is developed, then it is important to have actions and
goals. It this, it requires to involve specific situation like cultural
background of client. In respect with the diversity factor should
be considered in relation with age, sexual orientation, language,
culture, etc. for example, when the language that is used by the
client is not understandable by case manager, then it becomes an
issue related with diversity.
1.11 For each of the following diversity factors, describe one
consideration that may impact the case management, case
planning, and/or referral process. (Each response should be no
more than 40 words)
a) Culturally and/or linguistically diverse clients:
Case manager need to have sensitivity towards cultural practices and
beliefs of their clients. Efforts should be made so that link can be made
with support service to the client. If possible best quality of life for
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client should be provide responding to their cultural environment.
b) Aboriginal and/or Torres Strait Islander clients:
It is important for the case manager to ensure cultural safety in their
own workplace and potential referral sites. It also includes them to be
asked whether they will like to get services from ACCOs (Aboriginal
community-controlled organisations).
c) Clients with a disability:
It requires a case manager to have balance between self determination
and protection. When a person is living with any type of disability, then
it is the responsibility of case manager to discuss the concern with
his/her parents or guardians.
d) Clients with diverse sexual orientations/identities:
The environment in which clients are engaged should be made safe and
respectful. For this respect, case manager need to ensure that their
own workplace has respectful and welcoming atmosphere both at
emotional and physical aspects.
e) Clients who are homelessness:
There are conditions in which a client is homeless, then at the time
when plan is developed, then it requires reference should be made only
with the services and organizations that the client could easily access.
f) Age of client – Older people and/or children/young people:
It is important to make sure that they are provided with proper respect
and the plan is developed as per the preference of the client it should
be developed. This is done so that appropriate care and support can be
provided.
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1.12 Select true or false in relation to the following statements:
a) A female Muslim client has been assigned to a male case
manager. During the first meeting the client requests to be
assigned to a female case manager, stating that she does not
feel comfortable working with a male. The case manager should
reject this request because the client is discriminating against
him on the basis of his gender.
True False
b) Regardless of the circumstances, a case manager should always
refer a client of Aboriginal or Torres Strait Islander decent to
an organisation that specialises in working with Aboriginal and
Torres Strait Islander peoples.
True False
c) Effective case management involves respecting the cultural
protocols, systems, and beliefs of the client and incorporating
the client’s individual needs into the case management plan.
True False
Client rights and responsibilities
1.13 One of the underlying responsibilities of the case manager is to
protect the rights of the client. List three specific client rights that
a case manager must always keep in mind. ( Your response should
be no more than 30 words)
Below given are the specific clients rights that case manager need to
consider:
 The right to a safe environment
 The right to expect case management to be helpful
 The right to be treated as a unique individual
1.14 Clients have the right to make a complaint if they are dissatisfied
with any area of service delivery. It is the case manager’s
responsibility to ensure that they clearly explain the potential
avenues for making a complaint according to the procedures of
their organisation. Imagine that the Information Sheet your
15

organisation distributes to clients (which reflects your
organisation’s policies and procedures) states:
Our Procedures for Receiving a Complaint
We respect your right to a professional service. If you are
unhappy with the service you receive, we have the following
procedures in place to receive your complaint:
 Discuss the situation with your case manager so the
matter can be dealt with promptly. If you want support
in making a complaint, ask someone you trust to
accompany you. This may be a family member, carer or
advocate.
 If the situation is not settled at this level, you can put
your complaint in writing and send it to the Centre
Manager. We can provide you with some assistance
with this if you need it.
 The Centre Manager will endeavor to resolve the
complaint. If you are unhappy with this response you
have the right to present an Appeal to the Centre
Director. Again, we can provide you with some
assistance with this if you need it.
 The Centre Director will make a final decision. If you
are still unhappy with the response you have the right
to refer the matter to the Community Service
Ombudsman.
Your organisation requires you to not only provide your clients with
an Information Sheet but to also provide a brief verbal explanation
of the complaints process during your first meeting with the client.
In the space below, write what you would say to a client during
your initial meeting to explain their avenues of complaint and
rights of appeal. ( Your response should be no more than 150
words)
At the first day of the meeting, as a case manager I will provide client
information regarding the laws and regulations that will be followed. In
this context, one of the aspects that will be covered is related with
confidentiality. Client has the power to control make sure that
information shared by them are not provided to any other person. It is
my responsibility and matter of concern that information will be
confidential. Further, they have right to take up their own decision
regarding the delivery of services. Moreover, I am responsible to make
client aware about the case plan and all related details. In addition to
this, they also have the right to complain if they are not satisfied with
any of the services delivered to them. All the details that are mentioned
16

on the complaint form should be explained and all doubts they have
needs to be clarified.
A note on the risks and responsibilities relating to duty
of care
1.15 Case managers are compelled by law to engage in professional
behaviour that does no harm. There are certain situations where,
according to Duty of Care requirements, client rights such as
confidentiality may need to be breached. Duty of Care
requirements pertain to child protection, domestic violence,
suicide, elder abuse, and persons with disabilities. In your own
words, complete the table below by providing a brief description of
a case manager’s Duty of Care requirements in the following areas.
The first row, Child Protection, has been completed for you to give
you an idea about the level of depth required in your response.
Hint: see pages 22-23 of the Study Guide.
Concerns Duty of Care Description
Child protection If a case manager has reasonable grounds to
believe that a child or young person is in need
of protection from physical injury, neglect, or
sexual abuse, they must breach confidentiality
and report their concerns to the relevant
authorities – typically the State/Territory
department responsible for child protection.
Domestic
violence
When a manager is made aware of any type of
critical incident of domestic or family violence,
then they have the right to breach
confidentiality and they can also report it to
relevant authorities.
Suicide
There are different types of duties of care at
various territories or states in order to report
for preventing suicide. It is important that
case manager is aware of both organizational
and legislative duty of care policies. When a
client is threatened for suicide, then they have
the right to breach confidentiality.
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Elder abuse
Regarding elder abuse, Aged Care act 1997 is
federal legislation that is focused on outlining
duty of care. Organizations have their own
laws and legislations that have to be followed.
When there are any types of elderly abuse
identified, then breach of confidentiality can
be done.
Persons with
disabilities
Adequate care should be provided to people
who are disabled. It is important case
manager should up hold restrictive
alternative. This state that they responsible to
support rights of those whom they support.
When any risk is identified with the client with
disability then it should be discussed with
parents or guardian.
Key approaches to case management
1.16 There are four evidence-based best practice approaches to case
management that case managers should be familiar with:
strengths-based, rights-based, person-centred, and needs-based. In
your own words, complete the table below by providing a brief
description of each of the four approaches. The first row,
Strengths-Based Approach, has been completed for you to give you
an idea about the level of depth required in your response. Hint:
see pages 24-28 of the Study Guide.
Approaches to
Case
Management
Description of Approach
Strengths-based
approach
Working from a strengths-based perspective
means that case managers focus and work to
build on people’s unique assets, culture, skills,
interests, abilities and competencies to
enhance protective factors, move clients
toward goal achievement, and build resilience.
A strengths-based approach offers case
managers a mechanism for addressing and
valuing the experience, skills, values and
development of clients. Within the strengths-
based perspective, case management is seen
18

as a collaborative process between the case
manager, the client, and other key
stakeholders. The strength-based approach to
case management is strengths-focused, client-
driven, relationship-centred, and solution-
focused.
Rights-based
approach
This is a type of approach that upholds and
reinforces human rights of clients. It is helpful
enough for the case manager to develop a
framework and this enables them understand
professional expectations better. This is done
by providing language of human rights,
through procedures and policies and
measures that are taken by case manager.
There are other benefits when case manager
made use of this approach. In this context, it
includes enhancing risk management and
assessment, improves efficiency and
consistency, increases retention, motivation
and productivity.
Person-centred
approach
It is an individualised approach that is
intended to reflect unique circumstances of
the individual clients. There are five principles
that fall under this approach and they are as
follows:
 Person is considered to be centre of
work.
 Friends and family members are
partners.
 Plan enables to develop client’s sense of
belongingness.
 Plan helps to reflect on importance that
are considered by client
 Plan results in on going learning,
listening and other action based.
Needs-based
approach
It involves process of taking responsibilities to
make sure that requires of clients are met
19

regularly. It is important to identify the
requirement of clients and to take up
appropriate steps to attain the goals. There
are different key features that are included in
this and they are as follows:
 Need of vital claim should be recognized
 Focus on outcome goals over process
goals.
 Charity is accepted as driving
motivation
1.17 In each of the following scenarios, identify how you would
implement the suggested approach. (Each response should be no
more than 75 words)
a) Imagine that you are a case manager working with Mary. Mary
is a 25-year-old woman who has come to your organisation for
support with mental health concerns (social anxiety). Mary tells
you that she has a lot of trouble making friends. She discloses
that she has tried to engage in social gatherings, however she
gets panic attacks and becomes too embarrassed to return. You
have discussed all of the approaches with Mary, and together
you have decided that a strengths-based approach would be
most appropriate. Using a strengths-based approach, what are
two strategies you would use to support Mary within the case
management process?
In accordance with the case given, below given are two of the
strategies that are applied by the case manager:
 It is important for the manager to spend quality time with client.
This enables to develop positive perception within their mind.
Further, it helps to focus on the strengths, current and future
needs.
 Proper monitoring should be made so that issues faced by them
can be identified and steps to be taken develop skills.
b) Imagine that you are a case manager in a local employment
agency. There have been several complaints made by clients in
the last few months raising some concerns within the agency
that client rights may be being violated as they are accessing
services. You have been assigned to a team to ensure that your
agency is promoting rights-based practice. What are four
organisational policies and/or procedures your team should
20

consider to ensure that the rights of clients are being upheld in
all aspects of service delivery?
Some of the Federal legislation to consider when reviewing the
comprehensiveness of a rights-based approach include:
 Age Discrimination Act 2004
 Crimes Act 1914
 Disability Discrimination Act 1992
 Human Rights and Equal Opportunity Commission Act 1986
 Racial Discrimination Act 1975
 Sex Discrimination Act 1984
c) Imagine that you are working for a community organisation that
supports people with intellectual disabilities. Your client,
Bernard, is 19 years old and has to make the transition from his
parent’s home into an adult care centre. His family has
requested your support in making this transition. Discuss two
principles that you would need to uphold to ensure you are
practicing from a person-centred approach in your work with
Bernard and his family.
Two principles that you would need to uphold to ensure you are
practicing from a person-centred approach are as follows:
 Family members and friends are partners in planning
 The plan helps build the client’s sense of belonging and self-
worth
d) Imagine that you are a case manager within an organisation that
supports clients atrisk of homelessness. Jamila, a 20-year-old
woman has just come to see you for an initial appointment.
During your assessment, she discloses that she has been
sleeping rough for the last six months. She also discloses that
she has been huffing gasoline, and, despite wanting to quit, she
says that huffing helps her forget about her pain. She tells you
that she has been both physically and sexually assaulted while
sleeping rough, but that these incidents were never reported to
the authorities. Based on information you obtained through the
assessment, what are two of Jamila’s needs that would need to
be addressed using the needs-based approach?
Two of Jamila’s needs that would need to be addressed using the needs-
based approach are as follows:
21

 Recognises needs as valid claims.
 Focuses on manifestations of problems and immediate cases of
problems
Integrating your knowledge
The following questions require you to draw upon all of the knowledge
and skills you have learned throughout this section of the Study Guide.
1.18 Beth is a newly graduated case manager working for a busy
community services organisation. Beth’s organisation employs an
intake officer who collects some basic client information to pass
onto the case manager prior to the initial appointment. The intake
officer collected the following information about Beth’s new client,
Joy:
 Joy is a 32 year-old single mother with three sons aged 8, 6,
and 4.
 Joy works part-time as a cashier in a supermarket but her
work hours were cut back six months ago and she has been
having significant financial problems since.
 Joy is behind in her rent and is growing concerned that she
may soon get evicted.
 Joy contacted the organisation for assistance in finding an
affordable rental home.
 Joy also reported that her eldest son has been behaving
“badly” and that she needs some help to manage his
behaviour. Joy mentioned that sometimes his behavior gets so
bad that she has to “thump him back into line”.
 Joy said that she is originally from Papua New Guinea and,
while she has lived in Australia for 10 years, she has no other
family here and is struggling to manage her son’s behaviour
as he grows up.
After reviewing the intake information, Beth concludes that Joy
simply needs a second job. Beth reasons that if Joy earns more
money she will be able to pay the rent, which will relieve the stress
and tension in the household, which should, in turn, also resolve
the eldest child’s behavioural problems. As such, when Joy arrives
for her appointment Beth immediately tells Joy that she will refer
her to her local employment support agency and that they will help
her find a second job. Beth then advises that she will also make Joy
an appointment with one of the financial counsellors employed with
22

the organisation who will be able to help Joy “better manage her
finances”.
a) Briefly outline two things that Beth did during this appointment
that were inappropriate based upon her role and
responsibilities as a case manager. ( Your response should be
no more than 75 words)
As case manager there are certain set of roles that has to be followed.
In this context, below given are the two things that Beth did that were
inappropriate:
 At the initial stage, it is important that for Beth to introduce
herself to Joy. Then she should have provided information
regarding the laws and procedures that are followed.
 Interaction should include general aspects in which both get to
know each other and then Joy’s preferences should have been
asked.
b) Imagine that, instead of Beth, you were assigned to work with
Joy. Briefly outline what you would do during your initial
appointment in order to effectively work with Joy and ensure
her participation in the goal-setting and case management
process. (Your response should be no more than 100 words )
I would focus on developing strong relationship with the client. This
will be done by introducing myself to her. Then it will convey all the
laws and the rights that she has. Then I will focus on understanding the
problems from her point of view and compare the information that I
have with me. Then I will develop an action place considering all the
views that Joy provides to me.
c) List three specific questions you might ask Joy during your
initial interview to help better understand her situation and
engage her in the process. ( Your response should be no more
than 50 words)
Three questions that I will ask from Joy during initial interview are as
follows:
 Will you prefer to work if is help you out with getting you a
second job?
 If I arrange a financial advisor who will help to plan out your
financial areas, will it be ok?
23

 Is there any other issues that you are facing apart from the
details that are provided?
d) Consider Joy’s statement that her son’s behavior gets so bad
that she has to “thump him back into line” sometimes. What
statutory requirements would it be important to consider as you
conduct further assessment in relation to this statement? ( Your
response should be no more than 10 words)
Main focus need to be made in which Joy is able to spend time with
their son’s so that they get ton understand the issues that faced by
each one.
e) Given that Joy has been in Australia for 10 years, do you believe
that you should still conduct an assessment with cultural
considerations in mind? Why or why not? ( Your response
should be no more than 75 words)
Joy is been in Australia for 10 years and it is still important to provide
cultural considerations as the type of laws that case manager has to
follow consist of focusing on providing all type of preferences in
relation with age, sex, culture, etc.
24

25
Dat
e:
Assessor’s
Name:
Competent / Not Yet
Competent
constructive feedback on your responses to questions in Section 1 of
this Assessment Book.
provi
de
Tob
e
complet
ed
b
y
th
e
Australi
an
Institu
te
of Professio
nal
t
o
Counsell
ors
Assessor’s
Comments
Assessment Book
Section 1
CSM0
05
CH
C

Section 2
DEVELOPING AN APPROPRIATE CASE
MANAGEMENT PLAN
Collaborative assessment
2.1 The goal of assessment is to understand the client’s current situation.
List four aspects of the client’s situation that case managers are
interested in exploring in order to develop an initial understanding
of the client’s needs. (Your response should be no more than 50
words)
Four aspect as per clients situation that case manager are interest in
exploring are as follows:
 It requires to have active involvement of clients so that so that
that they feel listened.
 When they feel though, then they have voice and power to take
decision.
 The client’s problem and the background to that problem
 The client’s current situation including any statutory mandates
applying to the client
2.2 Select true or false in relation to the following statements:
a) Assessment can involve gathering information not only from the
client but from other sources (e.g., family, friends, and other
service providers).
True False
b) It is sometimes necessary to address the needs/goals of other
relevant parties (e.g., family members) as part of the client’s
case plan.
True False
c) Even if a client is in a crisis state the case manager must
complete a full assessment during the initial meeting.
True False
26

d) When engaging in assessment processes, case managers
should be mindful of their statutory requirements and may need
to make notifications to relevant authorities if situations of risk
(e.g., self-harm or child abuse) are identified.
True False
Collaborative planning
2.3 Once an initial assessment is complete, the first step of the planning
process is to help the client prioritise their concerns and to develop
immediate, short-term, and long-term goals that work toward
addressing these concerns. Which of the following statements
about establishing goals is incorrect?
a) Goals should be stated in positive terms
b) Goals should be overly optimistic because you want your
client to aim high
c) Goals should be measureable
d) Goals should be explicit Your answer: Select answer: c)
2.4 Seven core principles of case planning are outlined on pages
37-38 of the Study Guide. Select two of these principles and, in
your own words, explain their importance in developing effective
case management plans. (Your response should be no more than
100 words)
 Ensuring goals and negotiated and agreed with client: It is
important for the case manager to make sure that they focus on
involving clients in setting up goals. All the goals that are set by
the manager should be conveyed to clients.
 Making use of range of strategies for goals: In accordance with
the plan set, it is important that appropriate strategies are
applied and it is discussed with clients before it is implemented.
2.5 Why is it important for case managers to assist clients to set
realistic targets for change and, wherever possible, to take
personal responsibility for case management processes? (Your
response should be no more than 100 words )
It is important for case manager to take up realistic targets in relation
with changes because it is essential to develop strong relationship with
clients. This possible when they are able to understand the situations in
positive manner steps are taken accordingly. Trust that clients have
27

gets boosted up and the involved also raises with the manager.
Implementation
2.6 What should you do if you are ever uncertain about the type or
degree of support you should be providing for your client as part of
their case management plan? (Your response should be no more
than 10 words)
It is always suggested to understand the case and then to take up
actions.
2.8 Select true or false in relation to the following statements:
a) When engaging in direct service provision case managers must
still allow the client to ‘be in the driver’s seat’ in order to help
the client work towards achieving their goals.
True False
b) If a case manager is engaging in direct service provision they no
longer need to follow any organisational policies or procedures
because they are now working one-on-one with the client.
True False
c) When engaging in referral and service coordination it is
important to seek agreement from the client about what
information can be shared with other service providers.
True False
d) While acting as a service coordinator, it is important for case
managers to establish clear arrangements with both the client
and other service providers regarding how each service will be
involved in the case plan and who will be doing what as part of
the plan.
True False
e) The process of advocacy involves taking over the decision-
making process for clients.
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True False
Monitoring and review
2.8 It is important that the case manager establishes specific processes
for the monitoring of the case management plan. In your own
words, briefly explain why it is important for a
case manager to establish processes to monitor and review the
case management plan.
( Your response should be no more than 50 words )
In accordance with the plan developed it is important for the case
manager to focus on monitoring and review as it help to know whether
the goals and strategies that are developed will be helpful enough to
satisfy clients requirements.
A note on working with clients in complex or high risk
situations
2.9 Case managers will sometimes work with clients in complex or high
risk situations (such as when the client has a combination of
significant factors impacting on their well-being). These situations
require sensitive and experienced case management. What
strategies would you employ as a case manager to work effectively
with clients in complex or high risk situations? (Your response
should be no more than 100 words )
In conditions of high risk situation, it is important to make sure
that all the information from the side of clients is taken. Further,
they also need to consider the all the laws and procedures that
are followed by them at legislations and within organization. At
the time of risk appropriate steps should be taken in which
information is provided to responsible authorities even if there is
breach of confidentiality.
Integrating your knowledge
The following questions require you to draw upon all of the knowledge
and skills you have learned throughout this section of the Study Guide.
2.10 Imagine that you are conducting an initial assessment interview
with a 78-year old client, Martha. Martha has been brought into
your organisation by her daughter, Andrea. Martha currently lives
29

alone, but Andrea visits her every day, takes her shopping for food
every week, and transports her to and from medical check-ups
every few months. However, Andrea has recently taken a new job
that requires her to relocate interstate and she will no longer be
available to assist her mother with her day-to-day needs. Andrea
would like Martha to move into a retirement community but Martha
is vehemently opposed to the idea and states that she will not leave
her home. Martha is very upset by her daughter’s decision to move.
There is no other family in the local area and Martha says that she
feels abandoned. Martha has ceased talking to Andrea and Andrea
reports that Martha seems to have become very withdrawn and
depressed over the last few days. Andrea is concerned for her
mother’s welfare and wants your organisation to help arrange for
transport for shopping and medical check-ups as well as assisting
Martha to engage in social activities and connections.
Your organisation specialises in providing social supports and
activities for elderly clients.
Your organisation does not provide transport services but it does
work closely with “Community Transport Services” who offer
transportation services to elderly clients. Similarly, while your
organisation does not provide counselling or psychological services,
you do regularly refer clients to “Community Care” who provide
these services.
a) What are Martha’s immediate needs? (Your response should be
no more than 30 words)
To make Andrea to say back as she is not happy with the decision made
by her (Andrea).
b) What are Martha’s short-term needs? (Your response should be
no more than 30 words)
That she able to overcome the depression and withdrawn situation to
get over.
c) What are Martha’s long-term needs? (Your response should be
no more than 30 words )
Martha immediate need is related with getting time to time proper
transportation to medical check-ups and shopping.
30

d) Consider Andrea’s needs. What needs might Andrea have that
should be integrated into the case management plan? (Your
response should be no more than 30 words )
Andrea wants that her mother to get involved in social activities and
connections so that her mother may not feel lonely.
e) Consider the information provided about your organisation and
its referral network. Which organisations would you anticipate
using to help meet each of Martha’s identified needs? Imagine
that Martha agreed with your ideas. In the space below, outline
an initial action plan that outlines which services you would
involve to help meet each of Martha’s needs. (Your response
should be no more than 50 words )
I will make sure that transportations facilities are provide to Martha
and this will be done by taking help from Community Transport
Services and for making them get psychological support, help will be
taken from Community Care.
f) When developing Martha’s full case management plan, why
would it be important to consider practical factors such as the
experience, workload, and geographical location of potential
service providers? ( Your response should be no more than 50
words )
Martha is 78 years old and there can be emergency conditions that can
be faced. In this context, it is important that proper support is taken in
which the services providers live near the client.
2.11 Imagine that you are working for the local community centre
providing case management support for disadvantaged people in
the local community. You have just started working with Amir, a
young single man originally from Iran. During your first meeting
with Amir he provided the following information:
- Amir came to Australia as a refugee approximately 3 years
ago but has lived in an immigration detention centre for 2.5
years. Amir was released from detention six months ago when
he was granted his permanent residency, meaning that he is
free to live, work, and study in Australia.
31

- Since his arrival in Australia, Amir has been trying to learn
more advanced English skills, but reports that he is
struggling to do so without taking any classes. You provided
Amir with information about the weekly English language
class at a local neighbourhood centre and he has agreed to
contact them to enrol in the next class starting next week.
- Amir explained that he is currently unemployed and
searching for work. Amir is currently on a Newstart
allowance but is not aware of any job support providers. You
agreed to contact the local job support provider to schedule a
coordinated case meeting. In the meantime, Amir said that he
will continue looking for work using job search websites.
- Amir reported that he feels isolated in Australia and has a
very limited support network. Amir told you that he wanted to
connect with the local Persian community but was unsure
how to go about doing this. You provided Amir with the
contact details for the local Persian society group. Amir
explained that he would feel comfortable contacting them
directly. Amir also expressed excitement about attending
English classes as a way of meeting new friends.
32

- Amir reported that he is currently living with a friend but will
not be able to stay there for much longer. When you
explained the housing and homelessness services available to
him, Amir requested support to visit his local department of
housing office to attend a RentConnect appointment. In the
meantime, Amir said that he will confirm how long he is able
to remain living with his friend.
During the meeting, Amir identified that he would like to begin
working toward achieving the following goals:
- Improve his English skills by attending the weekly English
language class at the local neighbourhood centre
- Access support from a local job support provider to help find
employment
- Make new friends and connect with the local Persian
community
- Find safe, affordable and appropriate housing
Your next scheduled appointment with Amir is in two weeks. Based
on your current workload you will be able to complete your
allocated tasks within this time frame. Amir has agreed to complete
his initial tasks within the same time frame.
a) Using the information provided, you must complete the case
management plan below. Hint: see pages 44-46 of your Study
Guide for an example of a case plan in order to understand the
depth of information required. Note: You are not required to use
all rows – only use as many as you think are necessary to
document the case management
Case management plan : Amir DATE :
Client need
problem
Agreed goal action Target and
time frame
Struggling in
learning
English skill
To learn
advanced
English skill
Attend classes 6 months
Unemployed To get job Search on job
websites
3 months
Feel isolated To make
contact with
local people
Meet to Persian
society
group
3 week
b) Outline one strategy/process you would use to monitor Amir’s
case plan. ( Your response should be no more than 30 words)
It is important that the case manager establishes specific processes for the
monitoring of the case management plan. This involves measures to
evaluate client progress and procedures for altering the case plan if
33

needed
c) If any changes or amendments need to be made to the plan,
what steps would you take? (Your response should be no more
than 75 words)
Documentation should note why the change has been made, the current
state of goal attainment, what actions have been undertaken. The new
expected action need to be provided in detail and the way it can be
achieved within the timeframes.
d) Imagine that during your next meeting, Amir reported that he
had contacted the local neighbourhood centre to enrol in the
English class but the worker there told Amir that he could not
enrol. Amir reports that they did not provide a reason for
rejecting his enrolment and that he strongly believes that it’s
because he is Iranian. Amir requests that you contact the centre
to investigate the reason for his rejection. In the space below,
write what you would say to the worker at the neighbourhood
centre in order to begin investigating this matter. You must
ensure that your approach reflects the principles of assertive
communication covered on pages 41-42 of the Study Guide.
( Your response should be no more than 100 words )
It is written to tell the authority that there are some wrong activities
which are done at the local neighbourhood centre. They are rejecting
the request of the getting the enrolment done in the English class. It is
strongly thought that requests are being rejected because the worker is
Iranian. It is because any valid reason is not provided by them. Kindly,
look at the matter and investigate the reason of delaying and rejecting
the enrolment.
34

35
Date
:
Assessor’s
Name:
Competent / Not Yet
Competent
Section 2 of this Assessment
Book.
constructive feedback on your responses to
questions in
To be complete
d
by theAustralia
n
Institut
e
of Professiona
l
Counsellor
s
provid
e
to
Assessor’s
Comments
CSM005 Assessment Book
Section 2
CHC

Section 3
CONDUCTING CASE MANAGEMENT MEETINGS
Planning for a case management meeting
3.1 As a case manager, it is often your role to coordinate and facilitate
case management meetings. List the typical steps involved in
coordinating and conducting a case management meeting. (Your
response should be no more than 100 words)
There are different type of typical steps that are involved in conducting
and coordinating case management meeting and they are as follows:
 Gathering information for the meeting
 People to be involved in meeting
 Making use of correct procedure and guidelines for meeting.
 Introducing all meeting participants.
 Facilitating participation
 Empowerment of clients
 Resolving conflicts
 Outlining stakeholder roles and responsibilities
 Documenting meeting
 Following up
3.2 Before a case management meeting begins, all participants must be
clear on the purpose, objectives, and agenda for the meeting. In
your own words, briefly explain why this is important. (Your
response should be no more than 75 words)
It is important that all people involved in the meeting need to know
about the purpose, objectives and agenda because, it enables to get
help from this side to take up appropriate steps through which set
targets can be attained.
3.3 Select True or False in relation to the following statements:
a) If a client cannot participate in a case management meeting
due to their specific circumstances (e.g., age or disability) the
client’s carers, guardians or power of attorney should be
involved in the process.
True False
b) It is important for a case manager to develop an appropriate
rapport with the client.
36

True False
Facilitating a case management meeting
3.4 Because case managers typically act as a chairperson during case
management meetings, it is important that they understand group
dynamics. List three considerations relating to group dynamics that
case managers should be aware of in relation to each stakeholder
participating in the meeting. (Your response should be no more
than 25 words)
Three considerations relating to group dynamics that case managers
should be aware of in relation to each stakeholder participating in the
meeting are as follows:
 Focus on one issue at a time
 Be a role-model to others by using positive language and body
language
 Encourage input from all participants
3.5 Case management meetings are often held to make decisions
regarding the case management plan. Facilitating a clear
discussion among all stakeholders is the first step in the decision-
making process. In your own words, briefly outline three specific
strategies you can employ as a case manager to facilitate a clear
discussion during meetings. ( Your response should be no more
than 150 words)
Three specific strategies you can employ as a case manager to facilitate
a clear discussion during meetings are as follows:
 Active listening
 Asking open-ended questions
 Affirmative listening
Developing rapport and facilitating information sharing
3.6 Building and maintaining rapport with clients is essential for
information sharing. This is because having strong rapport enables
case managers to connect with a person and understand his/her
unique goals and challenges. In your own words, briefly discuss two
strategies for building and maintaining positive rapport with
clients. (Your response should be no more than 50 words)
Two strategies for building and maintaining positive rapport with
clients are as follows:
37

 Relating as partners
 Showing enthusiasm
3.7 In your own words, briefly outline three skills/techniques that a case
manager can use to facilitate information sharing with clients.
(Your response should be no more than 75 words).
Three different type of skills that are helpful enough to facilitate
information shared with clients are as follows:
 Active listening: When information’s is provided to clients, then it
requires to understand that all the information is properly
gathered. This enables to develop positive perception within the
mind of clients.
 Asking open-ended questions: When there are questions asked,
then it enables to provide much clearer scenario of the conditions
that are faced.
Agreeing on roles, responsibilities, boundaries and
processes
3.8 On page 52 of the Study Guide, we outlined some tips proposed by
Guzys and Petrie (2014) to manage roles and boundaries and
ensure more successful collaboration within the case management
process. Select two of these tips and, in your own words, explain
how following each tip makes for more effective case management
practice. ( Your response should be no more than 100 words ).
In accordance with the tips that are proposed by Guzys and Petrie
(2014), below given are the two tips that enable to provide effective
case management practices:
 Best practices that followed when there are involvement all the
people within the meeting as it help to get different type of
suggestions from each of the case manager
 It is important for all stakeholders to respect team process and to
focus on clients rights to professional care and to provide
appropriate attention to each person.
The rights, roles and responsibilities of people within the
decision-making process
3.9 Select True or False in relation to the following statements.
38

a) The needs and rights of the client and his/her family are usually
gleaned from the intake process and better understood through
subsequent interactions.
True False
b) Because there are typically many people involved in a case
management meeting, you don’t really need to worry about
balancing the rights of all involved. It would be far too
complicated.
True False
c) The rights and needs of the client, his/her family, service
providers and their organisations; and the broader community
should all be considered in case management and decision-
making processes:
True False
3.10 When developing specific strategies or interventions, what are four
questions that case managers should continuously ask themselves
to ensure that they are balancing the needs and rights of all
stakeholders? (Your response should be no more than 40 words)
Four questions that case managers should continuously ask themselves
are as follows:
 What is the right choice ethically?
 Am I operating within the guidelines of the organisation that
employs me?
 Are there any statutory issues that I must consider?
 What is in the client’s best interest?
A note on managing conflict
3.11 Briefly outline five strategies that a case manager can employ to
successfully manage any conflict that occurs within a case
management meeting. ( Your response should be no more than 100
words)
Five strategies that a case manager can employ to successfully manage
any conflict that occurs within a case management meeting are as
follows:
 Acknowledge and address the issue when it occurs – ignoring
conflict will not make it go away.
 Encourage and model active listening techniques
 Encourage feedback from other members of the case
management team.
39

 Generate a variety of possible options before deciding how to
proceed.
Documenting the outcomes of case management
meetings
3.12 Select True or False in relation to the following statements.
a) Keeping accurate records of case management interventions is
important for legal purposes. Legally, you may be required to
provide evidence of the work you and other relevant parties
have completed.
True False
b) Different agencies and organisations will have their own policies
and procedures for documentation, but they will generally
require all information to be stored in a secure manner that
respects privacy and confidentiality.
True False
a) Emailing updates to stakeholders is the only acceptable way to
document case management meetings and interventions to keep
stakeholders informed.
True False
3.13 In your own words, describe why it is important to document the
process and outcomes of a case management meeting or
intervention. (Your response should be no more than 75 words )
It is important to document the process and outcomes of a case
management meeting or intervention so that these records can be
reviewed later on when similar type of condition arise.
3.14 List five critical ‘best practice’ tips or protocols that case managers
should follow when completing any case management
documentation. Hint: see the tips proposed by Summers (2016) on
page 56 of the Study Guide. (Your response should be no more than
150 words )
Five critical ‘best practice’ tips or protocols that case managers should
follow when completing any case management documentation are as
follows:
40

 Be clear and precise: Avoid using vague terms, general
descriptions or indefinite statements.
 Avoid hostility: Make sure that your notes do not reflect any
negative feelings you might have toward any person.
 Use Quotations: Where the exact words of a client are important
to be included in a record, you should document their exact
words in quotation marks.
 Distinguish between facts and impressions: A fact is something
observed whereas an impression is simply a clue.
 Give a balanced view of the person: Your documentation should
not just be a collection of problems. Remember, we all have
strengths and we all have things that we struggle with.
Integrating your knowledge
The following questions require you to draw upon all of the knowledge
and skills you have learned throughout this section of the Study Guide.
3.15 Imagine that one of your colleagues has recently resigned and you
have taken over one of their cases. You have just started working
with this client, Helen, a 32 year old mother with long-term alcohol
addiction and mental health issues (anxiety and depression).
Helen’s 8 year old daughter, Bella, is currently in the care of the
Department of Child Safety under a “Short-term Custody Order”.
This order means that while Helen’s daughter is currently in need
of protection and has been placed in the care of a foster carer, the
goal of the case plan is for this family to be reunified. Child Safety
have advised that reunification is not possible until such time that
Helen proves that she is no longer drinking, finds some stability in
her mental health, and has secured stable accommodation.
Helen has expressed a commitment to meeting the requirements
put forward by the Department in order to facilitate contact with
her daughter. Her entire case management plan has been based on
the requirements for reunification. Your old colleague had referred
Helen to a homelessness support program called Horizon Housing
and she has recently obtained long-term accommodation. She is
also currently working with both a mental health support worker
and an addictions counsellor. Helen has been engaging with both
services, however, she is still drinking to excess.
During your first meeting with Helen she expressed some confusion
regarding the work she is required to complete with these services
and the Department of Child Safety’s requirements for reunification
with her daughter. You know from conversations that any delay in
the unification process may lead to set-backs in Helen’s progress.
Upon reviewing Helen’s file you also noticed a lack of clarity
regarding this outcome criteria as well as a seeming lack of clarity
among stakeholders regarding individual roles and responsibilities
41

in working with Helen. You noticed that there is a double-up of
counselling services, no communication between service providers,
and each service has made decisions about Helen’s case without
consulting the others. Additionally, Helen’s case has been recently
assigned to a new Child Safety Officer and this worker appears to
have made some amendments to the reunification plan that have
not been updated to Helen’s plan.
With Helen’s consent, you have decided to plan and facilitate a case
management meeting to help clarify the boundaries and processes
to be involved in Helen’s case management plan. This meeting will
include Helen, her mental health support worker, her addictions
counsellor, and her new Child Safety Officer (from the Department
of Child Safety).
a) Consider each of the stakeholders involved in Helen’s case
management plan. Note: stakeholders include the client, her
daughter, the service providers, and the wider community. How
have the needs, value systems, rights, and responsibilities of
these stakeholders shaped Helen’s case management plan?
( Your response should be no more than 100 words)
There are different stakeholders involved in this case which are patient,
health care professional and department of child safety. The needs,
value system, rights and remobilise of these stakeholders can be
shaped by providing them each and every information related to the
issues which is faced by Helen. Along with this it is a responsibly of
Child Safety office to take proper action in order to provide treatment
to patient. Further health care professionals need to clear about their
works.
b) Consider the impact that the short-term custody order appears
to have had on Helen’s goal-setting process and case
management plan. Why is it important to keep this in mind
when establishing the boundaries and processes to be used as
part of Helen’s plan? ( Your response should be no more than 50
words )
The impact that the short term custody order appears to have had on
Helen’s goal-setting process and case management plan is that Helen
need a proper care so that she can get well soon. It is important to keep
in mind that the relationship dynamics of clients and their families.
c) In the space below, write what you would say at the beginning
of the case meeting to provide an introduction and establish the
purpose and objectives of the meeting. Hint: consider the
reasons why you decided to plan and facilitate the meeting.
( Your response should be no more than 75 words)
The purpose and objective of the meeting is to understand the case in a
42

right manner. For this purpose it is planned to facilitate the meeting so
that case can be understand more effectively and treatment to the
service user is provided for the same,
d) During this meeting you want all service providers to come to
an agreement on the various boundaries and processes to be
used during service delivery. What suggestions would you make
regarding individual stakeholder accountabilities, information
sharing, and decision-making processes to be utilised in Helen’s
case in order to improve the plan’s effectiveness in helping
Helen achieve her desired outcomes? (Your response should be
no more than 100 words )
Suggestions which are regarding individual stakeholder
accountabilities, information sharing, and decision-making processes to
be utilised in Helen’s case in order to improve the plan’s effectiveness
in helping Helen achieve her desired outcomes. Is that Helen should
provide proper care according to its requirement it is important to
delegate role and responsibilities to each and every stakeholder so that
they do not face difficulty while providing care
e) At the beginning of the meeting, an agenda was agreed by all
participants. Later in the meeting, you notice that the
participants have strayed away from the agenda items and are
discussing topics that appear irrelevant to the purpose of the
meeting. As the chairperson for the meeting, what might you
say to the participants to sensitively refer them back to the
agenda of the meeting? (Your response should be no more than
75 words)
To an agreement on the various boundaries and processes to be used
during service delivery is Helen’s case has been recently assigned to a
new Child Safety Officer and this worker appears to have made some
amendments to the reunification plan that have not been updated to
Helen’s plan
g) During the meeting, you notice that Helen’s addictions
counsellor has focused solely on Helen’s deficits and has not
given any attention to her strengths or any of the steps she has
already taken toward her goals. What might you say during the
meeting to highlight Helen’s strengths without disregarding the
challenges Helen is still facing? ( Your response should be no
more than 150 words )
In the meeting it is important to highlight the strength without
disregarding the challenges which is faced by Helen so that everyone
not ignored the issues of Helen. Along with this through working on
strength based approach it means that case manager is focusing and
43

work to build on the client culture, skills etc.
44
Date
:
Assessor’s
Name:
Competent / Not Yet Competent
Assessment
Book.
constructive feedback on your responses to questions in Section 3 of
this
To be completedby theAustralianInstituteof ProfessionalCounsellors provid
e
to
Assessor’s
Comments
CSM005 Assessment Book
Section 3
CHC

Section 4
MONITORING AND REVIEWING CASE WORK
ACTIVITIES AND PROCESSES
Monitoring the effectiveness of case management processes
4.1 Monitoring the effectiveness of your case management process with
clients is crucial for assessing how the client is progressing through
the case plan and for making timely adjustments to the case plan if
needed. List four questions you might consider when monitoring
the effectiveness of case management processes. Hint: see page 59
of the Study Guide. (Your response should be no more than 50
words)
4.2 List three strategies that a case manager may use to monitor case
work activities. (Your response should be no more than 50 words)
Assessing the need for change
4.3 Briefly outline three situations that might indicate a need for changes
to be made to a case plan. (Your response should be no more than
75 words)
45
The questions are:
 Does the resources being awarded are being able t[o serve its
purpose?
 Does the case management process is able to serve its purpose?
 What are the key outputs from the case?
 Does the actual outcomes are able to match with the expected
Three activities are:
 Benchmarking activities
 Constant reporting from the managers.
 Comparing the actual outcomes with the predictable one.
 When the case plan is not able to serve its purpose.
 When the whole relevance for which case plan was prepared is
lost
 When organization is not able to practice it in feasible manner

4.4 Why is it important to seek the client’s feedback when monitoring a
case management plan? (Your response should be no more than 75
words)
Negotiating changes to the case plan
4.5 If a case manager, in consultation with the client, determines that a
change must be made to a case management plan, what should
they do? (Your response should be no more than 50 words)
4.6 List the seven steps involved in the management and review of a case
management plan. Hint: see page 61 of the Study Guide. (Your
response should be no more than 50 words)
Exit planning and case closure
4.7Select True or False in relation to the following statements.
a) Case closure and termination is always an easy transition for
clients, and most clients are excited and confident about exiting
the helping relationship.
True False
b) The ultimate goal of any case management process is to support
clients to exit the human services system wherever possible.
46
It is important to seek feedback from client’s side because he /
she is the ultimate receiver of the deliverables of the case. It is
important that everything has been done as per the discussion
being made with the client. Moreover, it also helps in fulfilling
the room of improvement that can be present with the present
It is important to check the feasibility of the change. Further, the
client is required to be informed for the consequences of the
change being initiated in the plan.
Step 1: Regular monitoring of the plan
Step 2: Identification of need for changes
Step 3: Negotiating changes in the plan
Step 4: Defining the roles and responsibilities of the stakeholders
Step 5: Documenting changes to the plan
Step 6: Monitoring to ensure that changes are initiated
Step 7: monitoring the new plan



Adequate exit planning is incredibly important to help prepare
clients to maintain their progress without the support of a case
manager.
True False
c) Case closure and termination should not be addressed until the
end stages of the helping relationship, once the client has
already established that they are self-sufficient.
True False
4.8 Case closure should be handled with skill and sensitivity. List three
practical strategies case managers may use to assist in the exit
planning process. (Your response should be no more than 75
words)
4.9 The exact procedures for case closure differ between organisations,
however, Mullahy (2010) outlined five common procedures that are
used across most settings. In your own words, outline these
common procedures for case closure. Hint: see page 63 of the
Study Guide. (Your response should be no more than 100 words)
Integrating your knowledge
The following questions require you to draw upon all of the knowledge and
skills you have learned throughout this section of the Study Guide.
4.10 Imagine that you are working for an organisation that provides case
management to disadvantaged young people in the community. A
new client, Elena, was assigned to you six weeks ago. During your
initial interview you found out that Elena is an 18 year old mother
with a three month old daughter. She had been living with her
parents but when they found out about her pregnancy she was
kicked out of their home. Since that time Elena has been living with
a couple of friends but Elena reported that her relationship with
these friends had deteriorated since the birth of her daughter.
Elena stated that her friends were “not happy with a baby in the
house”. Elena reported that she has applied for numerous rental
units but has not been successful, explaining that she doesn’t have
any rental history, no rental references, has a low income (on
Centrelink benefits), and feels like she is disadvantaged because
47

 An exit meeting to assess the achievement and progress of the case
 Follow all the exit documentation and file closure.
 Exit and closure must be performed at the time of assessment and
planning phase
The procedure is as follows:
 Identification and documentation of the reason of case closure.
 Evidencing the documents and termination on which parties have
agreed before
 Documenting the evidence of reasonable notice for the case closure
 Notice of closure to the service provider
 Document in case of transferring of services

she is a young single mother. During this initial meeting, Elena
identified that her primary goal was to access stable
accommodation. Her secondary goals included seeking out the
support of a mother’s group in her local area and finishing her high
school studies via a flexible TAFE program.
With Elena’s permission, you referred her to RentConnect to help her
with her goal of obtaining a rental. You also provided her with
information on a local mother’s group and gave her contact details
for the TAFE enrolment office. It has now been six weeks since
your initial appointment. Elena reports that she has been engaged
with the mother’s group you told her about but she has made no
contact with the TAFE and has still not sourced alternative
accommodation.
a) Write three to five sentences you would use in your
documentation of this meeting to include in Elana’s client file.
(Your response should be no more than 100 words)
b) Imagine that it has been six weeks since your initial
appointment with Elana. At your follow-up meeting, Elana
reports that she has been engaged with the mother’s support
group you told her about, but due to her child being sick, has
made no contact with the TAFE and still has not sourced stable
accommodation. Consider the progress that has been made so
far. What changes would you suggest making to Elena’s case
plan? (Your response should be no more than 50 words)
c) Consider the changes you suggested in your response to
question 4.10b above. Before you are able to make your
suggested changes what would you have to do? Hint: consider
who you might have to talk to or negotiate with and what
organisational policies/procedures you would have to consider.
(Your response should be no more than 75 words)
48
 Elana was required of a permanent rental accommodation.
 Elana is a single young mother abandoned by her family
 Elana needs rental and education assistance
The time frame of the case will then be extended by 6 weeks.

d) It has now been four months since your initial case management
meeting with Elena. Several weeks ago Elena was successful in
obtaining a rental. You have not seen her since this time – she
has cancelled every case management meeting since. As far as
you are aware, she has made no progress towards the goal of
enrolling in TAFE. You have attempted to contact Elena via
phone and mail but have had no success. You have spoken with
your supervisor and they have agreed to close her case effective
immediately. As per your organisation’s policies, you have
posted Elena an evaluation form and are required to complete a
case closure form to close her file.
Using the information provided, complete the case closure form
below. (Your total response should be no more than 100 words)
Case closure form
Client name: Elana
Age: 20 years
Case opened: 02/03/2018
Case closed: 20/04/2018
Goals identified at beginning of case management process: To
get rental home for Elana and get her connected with local
mother’s group
Goals achieved: Rental home for Elana and get her connected
with local mother’s group
Goals not achieved: None
Reason for case closure: task completed
Evaluation form provided?
Yes No
49
If the case plan prepared by the case manager was of 5 weeks then it
will be extended further up to 11 weeks.


Assessor's Comments - Overall
To be completed by the Australian Institute of Professional
Counsellors to provide constructive feedback on the assessment of
this Assessment Book.
Competent / Not Yet Competent
Signature of Assessor: Date:
FIRST RESUBMISSION
50
Dat
e:
Assessor’s
Name:
Not Yet
Competent
Competent
/
constructive feedback on your responses to questions in Section 4 of
this Assessment Book.
Tob
e
complet
ed
b
y
th
e
Australi
an
Institu
te
of Professio
nal
provi
de
Counsell
ors
to
Assessor’s
Comments
Assessment Book
Section 4
CSM0
05
CH
C

The following Entry Box is for students to complete any
activities that require resubmission
Important Note: In order to assist the marker in reassessing your
work, please make clear headings throughout your work, identify the
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question you have to re-submit.
Complete resubmission activities here
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Assessor's Comments – First Resubmission
To be completed by the Australian Institute of Professional
Counsellors to provide constructive feedback on the first
resubmission of this Assessment Book.
Competent / Not Yet Competent
Signature of Assessor: Date:
SECOND RESUBMISSION
The following Entry Box is for students to complete any
activities that require resubmission
Important Note: In order to assist the marker in reassessing your
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52

Complete second resubmission activities here
53

Assessor's Comments – Second Resubmission
To be completed by the Australian Institute of Professional
Counsellors to provide constructive feedback on the resubmission
of this Assessment Book.
Competent / Not Yet Competent
Signature of Assessor: Date:
54