Assessment Book for Counselling Skills

This comprehensive assessment book focuses on evaluating essential counselling skills. It presents various activities and scenarios for students to apply their knowledge and abilities. The book incorporates detailed resubmission guidelines and assessor comments for constructive feedback on each attempt. Students are guided through multiple resubmission stages, allowing them to refine their skills and achieve competence.

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

This book is copyright protected under the Berne Convention.
All rights reserved. No reproduction without permission.
This book is protected by copyright and may not be reproduced or copied either in part or in
whole nor used for financial gain without the express approval in writing of the owner (Life
Coaching Institute (Aust) Pty Ltd ATF Life Coaching Institute Trust ACN 099 379 352) of the
copyright.

Assessment Instructions
All of the information that you need to complete your assessment tasks are included in
your Study Guide and associated Readings. Before attempting to complete this
Assessment Book you must read through all of the information supplied to you in the Study
Guide and Readings for this unit. You are required to complete all assessment questions
successfully in order to be deemed competent in this unit.
This Assessment Book is designed to assess your knowledge. Copying sentences and blocks
of text directly from your Study Guide, Readings, or other documents does not demonstrate
your understanding of the topic. Neither does copying the work of another student. Such
practices are regarded as plagiarism and will not be tolerated. (Please see your Student
Handbook for further information regarding Plagiarism).
A guideline for the number of words required for a response is included to give you an idea
of the depth of information that is required to successfully answer the question. If you are
well under the approximate number of words you may need to ask yourself whether you have
been too superficial in your response. If you are well over the word limit, then you may need
to ask yourself whether you have included irrelevant information or repeated yourself
unnecessarily. If you do not understand what is required for you to complete an assessment,
please contact an Education Adviser.
Submitting an Assessment
Book
Please submit your assessment book via your online student portal at http://my.aipc.net.au
Use the following as a checklist before submitting your Assessment Book:
 Have all of the questions and activities been completed?
 Is your name and student number noted in your Assessment Book? (on the
following page)
 Have you completed the Candidate Declaration? (on the following page)
 Have you saved a copy of all of your work (in case of loss)?
Your work will be assessed as either “Competent” or “Not Yet Competent”. In instances
where a grade of “Not Yet Competent” is given, the Assessment Book will be returned to you
with comments from the marker who will recommend how to improve your work. “Not Yet
Competent” or “NYC” means that your work is incomplete or that you have not included
some important information or adequately demonstrated your understanding of the
information. In this case you will be required to review your responses to any questions that
have been marked NYC, follow the marker’s recommendations for improvement, and
resubmit these questions in the resubmission section of this book.
Thank you for choosing to study with the Australian Institute of Professional Counsellors.
Best Wishes!
3

4

This Assessment Book Belongs
To:
Student Name:
Student Number:
Candidate Declaration:
By signing below, I declare that:
 I am the enrolled student
 I have been advised of the assessment requirements and my rights and responsibilities
as an assessment candidate, and I choose to be assessed at this time.
 All of the responses within this Assessment Book are my own.
 This Assessment Book contains no material written by another person except where
due reference is made.
 I am aware that a false declaration may lead to the withdrawal of a qualification or
statement of attainment.
Signatur
e:
Date
:
(Type your full name in the field above)
5

Assessment Summary
Please find below the results of your first submission (this will be completed by your assessor
after your Assessment Book has been submitted)
Result Date Assessed Assessor Name Assessor Initials
Questions to resubmit (if first submission is not yet competent)
Students, please note:
A Not Yet Competent (NYC) result does not mean that you have to redo the whole unit. In
the box above, the marker has identified exactly which questions you need to resubmit.
Feedback is provided (in a comment box) beside your current answer. All resubmissions
have to be completed at the end of this marked book.
To make a resubmission,
Step 1: Go right to the end of this Assessment Book to the “Resubmission Page”. Please do
not change your original answers. Your marker will need to look at your original answer
and your resubmitted answer.
Step 2: Write the question number and then enter your answers into the Resubmission Box.
The box will expand as you enter text.
Step 3: Make sure that you have answered all of the questions that you have been asked to
resubmit.
Step 4: Resubmit this assessment book for marking via the student portal.
All the best!
Please find below the results of your resubmission (this will be completed by your assessor
after your Assessment Book has been resubmitted)
Resubmission
Result Date Assessed Assessor Name Assessor Initials
6

Section 1
An Introduction to Case Management
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:
It is related to the teaching and advising clients for resolving their problems.
Coordinating function:
Case manager understand problem of client and then refer him/her to other
person.
Advocacy function:
Representing client of his/her behalf is advocacy function.
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
it include contacting,
identification of problem
and collecting & assessing
information.
Planning involves
understanding complete
personality of client,
develop a plan and making
arrangements for services.
Execution is significant
and it covers delivering
services, resolving
problem and monitoring
or services provided to
client.
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
7

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. Why is this important? (Your response should be no more
than 100 words)
It is indispensable to consider family background of client because a particular case
is connected with more than two people as well as it supports during decision
making process by helping in various forms. For example; family members, friends
or other person related with client are aids while accumulating relevant information
or data for further management of case. Moreover, plays a major role in resolving
complex things by showing hidden factors which affects the success of case. It helps
in understanding the behavior of an individual that supports during making plans or
strategies for resolving complexity of case.
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 has been assessed that all the elements of client life is interlinked with each other
due to which it is essential to consider necessary points while managing a case.
However, if customer as well as manager understand the indispensable links which is
resulted with the case they get succeeded in attaining more appropriate targets in a
easy manner. Basically, all these terminology such as; psychological, physiological
or economical circumstances identifies variant perspectives of client which helps
while resolving issues. Hence, it is highly significant to consider these factors as it
act as a support material while case solving.
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)
After considering all the federal laws three of them are :- Mandatory reporting
management, mental health legislation and child protection acts.
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)
Effective strategies is essential for resolving particular cases, thus two of them are ;
info exchange service seeker and lifeline service finder which is adopted by
8

manager for creating a referral directory.
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)
Thus, three major scheme which is used by manager are ; Respecting customer,
motivating the involvement of client while setting goals or planning process and
encouraging client accountability at implementation stage.
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 17-18 of the Study Guide.
Stage of Change Description Approach
Pre-contemplation 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 pre-
contemplation stage should
listen to the client, explore
obstacles the client sees, non-
judgmentally express their
concerns, and invite feedback.
Contemplation In this phase an individual is
exploring for modification
but not ready to commit
change. Therefore, in this
stage mix feeling of client is
identified.
At this stage case manager
need to discuss about risks
and advantages of involving
in change. Thus, cooperation
and effective listening is
indispensable at this phase.
Developing a plan Clients coming at this stage is
ready for change but requires
an appropriate plan.
Therefore, it is essential to
design an appropriate plan by
coordinating between case
manager or client.
Hence, in this management
team needs to discuss about
several options for making a
suitable plan.
Implementing the
plan
After coming at this phase an
individual is actually
modified their behavior or
habits.
Thus, it is required to listen
clearly before making any
final decision. In fact, proper
motivation or support is
9

essential for facilitating work.
Maintaining the
changes
At this phase, an individual
accept the changes
permanently in his/her life.
An individual needs
maximum time period for
acquiring change in it.
Relapse At this stage a person back to
his/her previous behavior and
stop medication
Case managers needs to talk
with clients for understanding
their behavior.
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:
Contemplation stage in which a person is exploring but not ready to commit
change.
Response:
It is essential to highlight the risk behind this addiction and shows
advantages of removing this problem.
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 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:
Developing a plan in which an individual who is suffering from domestic
violence is ready for change but requires an appropriate plan.
Response:
Case manager need to design a suitable strategy with the help of client
for resolving the problem of person.
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:
Develop a plan
10

Response:
Case manager needs to make an appropriate plan according to client
requirement.
A note on the importance of cultural considerations
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)
Management of case is not an easy task due to high complexity and it is
indispensable for managers to consider cultural background or diversity of client. In
fact, cultural factors helps in analyzing behavior of an individual by highlighting a
person background information and supports while designing a suitable plan for
client.
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:
If client is belong from different culture or language then managers needs to
ensure that they must have cultural interpreter or referral association in order to
fulfill these needs.
b) Aboriginal and/or Torres Strait Islander clients:
Head of the case requires to ensure that they must have cultural safety at their
workplace and potential referral sites.
c) Clients with a disability:
Required to maintain the environment of workstation by making it more safe as
well as respectful.
d) Clients with diverse sexual orientations/identities:
Need to ensure that workplace are free from disrespectful environment and
make it more safe or secure atmosphere in both way psychically as well as
emotionally.
e) Clients who are homelessness:
Need to understand the cultural needs of each or every person.
f) Age of client – Older people and/or children/young people:
Same as last point which means case managers needs to understand requirement
of every individual.
11

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)
Three major responsibilities of case manager are ; the right to a safe environment,
right to expect that case management must be helpful and authority to 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 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
12

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)
Case manager follows various essential or suitable steps while handling complaints
which are described as follows:-
Initially discuss the things with case manager for resolving the problems as soon as
possible.
If circumstances is not resolved then the problem is transferred to the director for
further modification.
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 Case manager needs to get aware about the problem or
critical incident of family problems. In fact, it is defined as
an occasion which compromises the emotionally security of
an individual. Basically, all the necessary problems or
issues of domestic violence need to reported in Queensland
government department of families.
Suicide According to this element case manger is responsible to
minimize chances of suicide by treating mental health
issues of individuals.
Elder abuse Aged care act 1997 is consider as one of the useful or
appropriate legislation which identify obligation of care
13

needs related with elder abuse. Case managers requisite to
complaints to their head about elder abuse for further
improvement.
Persons with
disabilities
It is essential to take care of those person who are disable
without harming them. Therefore case managers need to
respect the rights of those person for whom they are
supporting.
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 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-centered, and solution-
focused.
Rights-based approach According to this approach, case managers needs to
identify the rights of human rights within the context of
supporting connection. In fact, this framework provides
supports to case managers for better understanding about
professional expectations by offering a common language.
Basically, by adopting this approach an organization may
enhance their quality of delivery services. Therefore
various benefits is outlined by rights based approach are ;-
Consistency or efficiency, improving risk assessment and
management, maximizing worker productivity, retention or
motivation and so on.
Person-centred
approach
It is as same as strength base approach in which aspirations
or capacities of an individual is highlight rather than
requirement or deficiencies. According to this framework
an individual is consider as center of the work and family
members or partners are act as a part of planning process.
Needs-based approach According to this theory requirement of a person is
necessary to fulfill in a defined time period and needs to
14

review on daily basis. Therefore it is based on principle of
“equality of outcome”.
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?
According to strength based approach Mary needs to identify her hidden
aspirations or talent for overcoming her problems. In fact two strategies are
described as follows:-
Need to polish the talent or learning of Mary.
Requires to develop the skills of a lady for handling major problems in order to
remove her hesitation problem.
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 consider to ensure that the rights of clients are being
upheld in all aspects of service delivery?
Rights based approach is very much appropriate for this situation because it
supports in preventing rights of an individual. Thus, various organizational
policies or procedures that a team must be follow are detailed below:-
Needs to improve the risk of individual problems by reducing the issues of
clients.
Increase the working productivity.
Enhance the quality of services.
Strengthen the quality of decision making process.
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.
According to given scenario it is essential to adopt person center approach for
focusing on transformation of Bernard who requires extra care or facilities.
Thus, two principles which is need to be considered are ;-
15

Focus on necessity of a person .
Put the plan on action in order to fulfills the requirement of an individual.
d) Imagine that you are a case manager within an organisation that supports clients
at-risk 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?
Needs based approach is all about understanding the requirement of a Jamila in
order to fulfills her demand for overcoming issues or barriers faced by her.
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 the organisation who will be able to help Joy “better
manage her finances”.
16

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)
According to above scenario it has been analysed that Beth refers Joy about
local employment support agency which is inappropriate as per roles or
responsibilities of case managers. Whereas another one is appointment
with financial counsellors.
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)
As sit them towards her work in order to perform it in most appropriate way for
continuing it. Along with this, it is essential to encourage her to resolve her
problems or issues of her life in an appropriate manner.
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)
About her background.
Identification of her family.
Understand her family problems.
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)
She needs to adopt various legal acts which is suitable at her condition in order
to sojver her son problem. For example; age discrimination act, disability act.
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)
Yes it is essential to implement cultural consideration for resolving her
problems or issues.
17

CHCCSM005 Assessment Book Section 1
Assessor’s Comments
To be completed by the Australian Institute of Professional Counsellors to provide
constructive feedback on your responses to questions in Section 1 of this Assessment
Book.
Competent / Not Yet Competent
Assessor’s Name:
Date:
18

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)
Problem of clients and background.
Current scenario of client including statutory mandates.
Client psycho-social background
Identify the strength of 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
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 measurable
d) Goals should be explicit
19

Your answer:
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)
First principle which is consider is “ensure that goals must be discussed with clients”
which is very essential for making a mutual understanding between case managers
or an individual. Second principle is to “adopt the range of strategy for addressing
targets and to increase the involvement in plan”. These two frameworks are highly
effective because of its positiveness which helps in overcoming issues.
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 indispensable to direct the clients to make a realistic objectives for alteration
process in order to resolve issues or barriers. Along with this, it helps in encouraging
towards long term goals by performing all the activities in an appropriate manner. In
fact, balance is must be maintained. If an individual take personal obligation then
they can easily improve their problems by attaining set objectives or goals.
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)
Recommend to another person who knows about this service.
2.7 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
20

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.
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)
It is essential to conduct monitoring programmers for evaluating progress of client
and process for modifying the case plan if it requires. Along with this, regular
meeting of client, case managers and stakeholder is essential for achievement .
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)
It is indispensable to use communication and skills of case management that was
learn during diploma. Need to summarize or paraphrasing for getting aware about
the complex circumstance of client.
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 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
21

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)
Immediate needs of Martha are ; social activities for making friendly relations
with others, transport facilities, medical checkups and so on.
b) What are Martha’s short-term needs? (Your response should be no more than 30
words)
Her short term requirement are transportation facilities and welfare for
removing her mental problems. Moreover, supports her for overcoming issues
which is faced by her while living alone.
c) What are Martha’s long-term needs? (Your response should be no more than 30
words)
Involvement in social activities are consider as long term requirement of
Martha. It helps her in making friends.
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 wanted that her mother also come and live with her for further changes.
Moreover, she wants that her mother will take retirement.
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)
Community care is an organization which is responsible for meeting needs of
Martha. After agreeing of Martha an appropriate plan is designed for facilitating
client which covers all the essential factors which fulfills her needs.
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)
It is indispensable to consider essential factors because it helps while making a
plan for understanding her needs or demands in an appropriate manner. Along
22

with this aids in managing entire activities by fulfilling the demands.
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.
- 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.
- 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 plan.
23

CASE
MANAGEMENT
PLAN: Amir
Date: XX.XX.XXXX
Client
need/problem
Agreed goal Actions/by whom/how Target time
frame
Improvement in
English skills
Amir requisite to attend
counseling classes.
Need to contact with
specialist or weekly
language classes.
2 weeks
Need to find
employment
Need to commence
counseling seminars
before first visit.
Contact friends. 1 week
Wish to make new
friends
need to obtain part time
work.
contact with gatherings 2 weeks
Wanted to find
reasonable or safe
housing
Need to acquire support
from authorities.
consult with department of
communities.
1 month
b) Outline one strategy/process you would use to monitor Amir’s case plan. (Your
response should be no more than 30 words)
Need to adopt an appropriate scheme that is monitoring process for identifying
the problem or issue.
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)
analyses the problem of Amir.
Resolve it with help of various departments.
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)
24

Need to communicate with Amir for removing his issues or problems.
25

CHCCSM005 Assessment Book Section 2
Assessor’s Comments
To be completed by the Australian Institute of Professional Counsellors to provide
constructive feedback on your responses to questions in Section 2 of this Assessment
Book.
Competent / Not Yet Competent
Assessor’s Name:
Date:
26

Section 3
CONDUCTING CASE MANAGEMENT MEETINGS
Planning for a case management meeting
a. 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)
 Collection of information which is necessary for organizing meeting
 Who will become part of meeting
 Confirm appropriate procedure and make correct guidelines for sharing of
information, meeting and documentation
 Introduce all participants and outline their roles
 Empower client so they are express their thinking
 Resolve arisen conflict
 Facilitate agreement on outcome
 Outline role of stakeholders
 Documentation of case plan and meetings
 Check whether stakeholder has done assigned work
b. 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 to clear goals, purpose and agenda of a meeting so participant can
understand what is the issues which they have to discuss and do not talk
about irrelevant things. It also assure a clear procedure which is needed to be
followed for conducting meeting in efficient way.
c. Select True or False in relation to the following statements:
b) 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
e) It is important for a case manager to develop an appropriate rapport with the
client.
True False
Facilitating a case management meeting
d. 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
27

relation to each stakeholder participating in the meeting. (Your response should be no
more than 25 words)
 Role of stakeholder
 What is their influence on team
 How their influence will impact case management
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)
 Instead of discussing all the issues in one time, they care manager should
make a strategy of “One step at a time”. Issues should be discussed
according to the priority and most significant should matter will get more
time.
 Providing equal chance of speaking and listening to every participant is
can be a good strategy for have a clear discussion. It assures fair process
of decision making.
 Sometime some participants in meeting do not provide their reviews
because of shy nature or some other problem. Motivating them actively
participating in discussion will be beneficial at the time of make
decisions.
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)
Approach as partner – Case manager should focus on encouraging collaboration and
give some responsibilities to client for lay down a sound foundation.
Show enthusiasm – Case manager should take keen interest in conversation with
client. He/She should remain attentive for getting exact meaning of what
client is saying.
1.16 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).
Attentive listening – Care manager have to make sure that he/she do not ignore
anything which client is saying and listen to their issues along with analyzing their
body language.
Ask open ended question – This kind of question give more chance of speaking to
client, it assist in understand their nature in better manner as they express more
about themselves in this case.
28

Probing – Interrogation is key skills for getting information.
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).
 Roles, accountabilities and suppose outcomes should be discussed before the
starting of case management process. This will set a boundaries amount case
manager and clients. Case manager can take reference for agreed outcome if
client has any issue. He/she can also clarify that he/she have already told
accountability of both parties.
 Active learning is a crucial for sharing understandings. It promote effective
communication which involves sending and receiving message. This is set
boundaries and focus on successful collaboration.
The rights, roles and responsibilities of people within the decision-making process
3.9 Select True or False in relation to the following statements.
3 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
4 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
5 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)
 What is best for client?
 What is correct choice in terms of ethics?
 What are statuary issues which case manager should consider?
 Does case manager is working in the guidelines of the company where
he/she is working.
29

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)
 Instead of discussing on insignificant issue and taking on disputes, case
manager should try to bring the focus back on client.
 Ignoring disputes is not a good strategies, any kind of conflicts should be
addressed at the point of their generation.
 If participants are giving any feedback then it should be encouraged in
meeting. This will reduce unspoken conflict.
 Promoting active listening techniques can identify problems within
participants and reduce most of the conflicts.
 Taking views of every member on an issue is good strategy. Instead of
asking from a group, concept of ''I think'' should be promoted.
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 significant to do work of documentation because it provide a collection of
different views which is given by various members. Old document can be studies for
finding whether members has discussed on a particular topic and whether they have
any issue relating to intervention programmes. It also put a positive pressure on
members and force them to take whole meeting seriously.
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)
30

 Case manager should check that whether his/her notes contain any negative
feeling for a person. If they have any then they should eliminate it from
notes.
 Mistakes regarding including vague terms and giving a general description
should not be done. Definite statements should be included in documentation.
 Documentation should be contradict free, if two different things are present
in documents then it is not considered as a good practice. In case there is a
change in case plan then the reason behind modification should be mentioned
in documents.
 Case manager should make sure that they do not become ''judge'' their client.
Instead of judging different aspects of their life they should focus on
resolving their problems. It is harmful for client and should be be included in
notes.
 Documentation should not only contain problems, every person is good in
something and these things should be recorded in notes.
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 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
31

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).
2 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)
New child safety officer has changed the care plan so other stakeholders has to
analyse new needs. It is the responsibility of mental health support worker to
reduce anxiety in Helen and take her out of depression. The role of addiction
counsellor is significant because Helen has not stop drinking and it may stop
stakeholder for accomplishing goal i.e. Family reunification. She has right to be
with her daughter but if she show strong commitment and focus on reunification
plan then she may loose this right.
3 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)
Boundaries are important for effective service. Short term customer is a
significant goals and if this target will be attained then Helen will get
confidence and she will do hard work for getting full control on her daughter.
Long term goal can be achieved by attain short tern objectives.
4 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)
This meeting is happening because new child safety officer has made some
amendments in reunification plans. All the service provider to Helen are not on
same page and problem regarding duplication of work is present. The purpose
of this meeting is to make strong coordination between all stakeholder and
discuss clear objectives i.e. changes unification plan. If any member have any
issue then it is the right time to speak.
5 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)
First of all, every stakeholder should analyse their accountability so they can
provide services accordingly. Information recorded by them should be
32

shared in meeting and views of every stakeholder is needed to taken at
the time of making any decision. Setting some boundaries is important
for removing conflicts and managing whole process in effective way.
Setting clear objectives is important and members have to decide and
communicate what are their short term plans for attaining main goal.
Stakeholders should follow strategy of ''one step at a time'' so confusions
can be removed and desire of Helen get fulfilled.
6 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)
Having discussion of irrelevant topics will not assist us in attaining prime goal.
Time of every person is valuable and we should focus on the objectives which
we have set in starting. Their are many significant issues to discuss and we have
to make sure that they accomplish our work is given time and stop discussing
irrelevant issues.
a) 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)
Like every person, Helen also have some problems. This does not means that
she do not have any strengths. She is continuously attending all of her classes
and she has attained success in controlling her anxiety and overcome problems
of depression. This shows that she is committed to her goals and maintaining a
high level of discipline. She has not stopped drinking because this is a old
problems and it will take time. Their are various issues which she has solved in
less time like finding permanent resident and she can also leave the habit of
drinking. She has confidence in herself and this is a great skill. She understand
that she is failing to meet some short term goals but this does not means but still
she is confidence of receiving main aim and keeping a positive attitude.
33

CHCCSM005 Assessment Book Section 3
Assessor’s Comments
To be completed by the Australian Institute of Professional Counsellors to provide
constructive feedback on your responses to questions in Section 3 of this Assessment
Book.
Competent / Not Yet Competent
Assessor’s Name:
Date:
34

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)
g) Whether client is attaining agreed goals which are present in case plan.
h) Does the decided programs and services are doing what they suppose to
do.
i) Whether clients and stakeholder are happy with the present process.
j) Is their any trouble regarding or barrier regarding providing effective
service.
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)
 Meeting stakeholders in regular interval of time.
 Case review meeting with client. It is a one on one interaction between client
and case manager.
 Develop strong relationship with every stakeholder so their support can be
gained and communication channel can remained opened.
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)
 When client fail to attain expected progress then changes in process in
needed to be done by case manager.
 In case there is a change in circumstances of client, need of change arise. It
can be due to health, client moving to another city etc.
 If any stakeholder or client ask for change in case plan then it indicate a
situation of bring change.
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)
It is significant to take reviews from client at the time of monitoring case
management plan because this will provide vital information to the case manager
about what is going in the mind of client and if he/she has some doubts then it can
be solved in right time. This will ensure better service to client and whole case will
remain in the control of Case manager.
35

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)
They should explain them that why change is needed to be done so client can be
bring on same page and better services can be provided. They should also consult
with stakeholder regarding changes in order to get their support.
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)
1. Monitor plan regularly
2. Find what can are needed
3. Negotiation for making change in plan
4. Explain new responsibilities to all stakeholders
5. Documentation of changes in plan
6. Monitoring changing for checking new changes
7. Monitoring new plan
Exit planning and case closure
4.7 Select 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. Adequate exit planning is incredibly
important to help prepare clients to maintain their progress without the support of
a case manager.
True False
a) 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)
 Case manager can make client understand that they have attained their goals
and now it is the right time to close the case. This will end the case on
positive note.
36

 By gradually reducing monitoring case management, case can be closed.
This is a slow but effective strategy.
 By providing informal support is another strategy which a case manager can
adopt for closing a case.
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)
1. First is identification of reason behind why case getting closed.
2. Case manager should try to make a document where they get approval from
client and other stakeholder regarding closure of case.
3. Documentation of evidence for assuring the reasonable number of notice is
provided for closing the case.
4. Deliver a notice to all the direct service provider regarding close of case.
5. In case client is transferring to another case manager then a written
permission should be taken from them regarding transferring their
information to new service provider.
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 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.
b) 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)
37

After meeting with Elena, it has been analyzed that she is little bit careless
towards her responsibilities as she ignored to contact with TAFE. As a result
she failed in acquiring accommodation facilities for herself and her baby. But at
the same time she is very honest person which shows her trustworthy behavior.
Thus, Elena is a faithful girl because she tell things clearly without hiding
anything and brave girl as she is ready to face everything without any fear. In
fact, she is not hesitating while sharing her life problems and easily express
everything in order to resolve it as soon as possible. Moreover wanted to study
further for completing her study.
c) 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)
According to case of Elena's she needs to consult mother group or social
service organisation in order to improve her other problem. Along with
this requisite to provide stable accommodation services for managing
her life in an appropriate manner. Thus, she need to work more harder
for her life and baby.
d) 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)
As per above changes it is essential to communicate with her in a polite
manner for guiding Elena for her future benefits and need to understand
mental condition in order to resolve various which affects entire life.
However, negotiation is indispensable for convincing her for further
change in her case plan and make her believe that whatever alteration is
taking place is advantageous or necessary for her life.
e) 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: Elena
Age: 18 year old
38

Case opened: 15/12/2012
Case closed: 15/ 01/2018
Goals identified at beginning of case management process:
Need to provide accommodation services to Elena and requisite provide
rental contact of mother;s group.
Goals achieved:
Contact of rental enrolment office is provided to Elena and succeeded in
acquiring rental services.
Goals not achieved:
Failed in progressing in target of enrolling in TAFE.
Reason for case closure:
Case is closed due to careless behaviour of Elena and lack of success in
case.
Evaluation form provided?
Yes No
39

CHCCSM005 Assessment Book Section 4
Assessor’s Comments
To be completed by the Australian Institute of Professional Counsellors to provide
constructive feedback on your responses to questions in Section 4 of this Assessment
Book.
Competent / Not Yet Competent
Assessor’s Name:
Date:
Assessor's Comments - Overall
To be completed by the Australian Institute of Professional Counsellors to provide
40

constructive feedback on the assessment of this Assessment Book.
Competent / Not Yet Competent
Signature of Assessor: Date:
41

FIRST 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 work, please make clear
headings throughout your work, identify the Section Number, Question Number and Page
Number for each question you have to re-submit.
Complete resubmission activities here
42

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:
43

What to do if you are NYC
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 work, please make clear headings
throughout your work, identify the Section Number, Question Number and Page Number for each
question you have to re-submit.
Complete second resubmission activities here

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: