Developing Practice Standards for Youth and Family Case Management Services

This assessment requires the development of practice standards for youth and family case management services that meet legal requirements and are ethically and culturally inclusive. The questions cover topics such as duty of care obligations, mandatory reporting requirements, client confidentiality, cultural competence, and continuous improvement strategies. The assessment also requires the identification of resources and organizations that provide information about culturally specific needs of clients.

Student Name:
Student ID:
32513/01 - Short answer questions
E1141
CHC52015Diploma of
Community Services
Module 7: Professional
Practice
This is assessment 1 of 3.
1. Background/Overview
As a case managerin a community services organisation, you
must be able to develop practice standards that relate to the
programs you deliver and incorporate relevant legal
requirements.Practice standards set out how your organisation
delivers its services. This information explains the ethical
standpoint of the organisation and is used by workers when
making decisions. It is also useful information for clients as it
explains what they can expect.
2. Brief
This task consists of two (2) parts, all based on a particular
scenario.
This assessment provides you with the opportunity to
demonstrate your knowledge in the following areas:
 legislative requirements
 developing practice standards.
Deliverables
Please submit this assessment
in Word doc format.
To do list:
1. Write your name and
student ID at the top of
this page.
2. Read the
background/overview and
brief sections of this
document.
3. Read the scenario.
4. Complete the two (2)parts.
5. Collate your written
answers into one Word
document.
6. Save the Word document
using the naming
convention: your student
number_assessment
number.doc. For example:
“12345678_31135_01.doc.”
7. Upload your document in
Open Space using the
relevant Assessment
Upload link in this Module.
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3. Questions/Task
Read the scenario and then answer the questions that follow.
You work at CareShore as a Case Manager.
As part of your role as a supervisor for case management, you are required to develop practice
standards that meet legislative requirements.
You have been asked to develop practice standards for the youth and family case management
services offered by CareShore. The standards must meet legal requirements and be ethically and
culturally inclusive.
Part 1
A. What duty of care obligations/responsibilities do case managers have when working with young people and
families? List at least three and explain them. (50-100 words)
Maintaining the confidentiality of the client’s information- to comply with the legal requirements such as privacy
Act Amendment. It will help prevent leak private information of the young people and families
Indentify the rights of the young people and families- and protect the same while aligning with the agency’s
legislations and procedures
To comply with funding service agreements and statutory requirements- to support clients at risk and meet
protection orders or court orders (Hoge, 2011).
B.Describe the obligations case managers have under mandatory reporting requirements. Provide at least one
example e.g. child abuse, domestic violence (50-100 words).
Child abuse mandatory reporting
Report child abuse based on belief or suspect on reasonable ground- the experiences of physical abuse or sexual
abuse or emotional or psychological abuse- All the suspicions must be reported (Pietrantonio et al., 2013)
C. Identify and describe three responsibilities case managers have to clients under the Privacy Legislation Act?(50-
100 words)
Prevent the breach of the privacy of clients- to maintain confidentiality of information by information privacy
principle
Effective record keeping- document the records kept, purpose, period of maintaining records, person entitled to
access records
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Avoid marketing of information as per national privacy principle (Petronio, 2010)
D.Identify three requirements case managers havein relation to client confidentiality?(50-100 words)
To prevent the breach of confidentiality of client information
Follow appropriate procedure for record collection, storage and disposal
Initiate the referral together and agree on what information to be shared (Frankel & Gelman, 2011)
E.When are case managers legally allowed to disclose the personal information of clients? Provide at least two
examples.(50-100 words)
1. If the client has consented to the release of information
2. Indication of risk of harm and disclosure is mandated by legislation
F.Choose two (2) codes of practice relevant to case management provided to young people and families. Briefly
describe the key requirements of each.
Code of practice
(10 words each)
Key requirements
(50 words each)
1 Code of ethics – case management values Take ethically uniform approach to case
management, maintain responsibility and
accountability. Values when interacting with
stakeholders are integrity, transparency, loyalty,
respect , caring , honesty, pursuit of professional
excellence
2 Code of Professional conduct – case management
principles
Work within scope of practice, never breach the
standards, violate ethics or certification
requirements. Follow principles of beneficence,
non-malfeasance, social justice and autonomy
(Researchonline.jcu.edu.au., 2018)
G: Describe three (3) strategies that can be used to update or refresh workers ‘knowledge of legislative
requirements.
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Strategy for updating workers on changes in legislation
(50 words each)
1
Enrolment in newsletter with updates from legislator to know about new regulations concerning case
management and about the new requirements
2
Inform new legislations through web trainings to explain how to implement new legislations. It can
also be done through seminars, and conferences .
3 Develop a database with all legislative requirements and regularly update them . It may include
registering the dates of approval, the subjects and status of implementation in the organisation
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Part 2
A. Make a list of ten (10) standards of practice that CareShore workers must adhere to when working with young
people and families.
Standards of practice
1 Standard on case identification, screening and assessment for clients meeting eligibility criteria for case
management
2 Planning-Plan the actions to be taken based on agreed goals between clients and care manger
3 Monitor resources, services and support
4 Evaluation of client outcomes- while aligning with guidelines
5 Work in boundaries of educational achievements
6 Maintain the knowledge of and work within the regulations, laws, and implicated policies
7 Professional development of case managers in area of expertise
8 Seek guidance of agency in case of unethical request and legal concerns
9 Advocacy on clients rights
10 Respect of person’s rights to b an individual and refrain from value judgements
B. Describe three (3) examples of breaches of professional boundaries.
Breach of professional boundaries
(30 words each)
1 Disclosing information about personal life with the client for emotional support, friendship or to maintain
any other personal relationship such as friends on social media is the breach of professional boundaries
2 Spending additional time with the client outside the professional context for personal pleasure such as
attending the birthday parties of any social gathering
3 Engaging into financial relationship with clients hat is unrelated to case management that has chance of
client turning exploitative. Giving money or accepting money from clients or any kind of gifts unrelated to
case management is the breach of professional boundaries (Black, 2013)
C: Outline the process to be used to manage complaints in the youth and families program? List the steps.(50-100
words)
I will be client focused so I will be open to complaints and feedback for appropriate resolution of complaints
Ensure variety of forms of communications and languages to meet the needs of the clients
Accept the complaints and supporting documents in number of ways such as email, phone
Prioritise the complaints based on the need of external investigation, assessment and seek resolution
Make special arrangements for Indigenous clients
Deal with the complaints in objective, unbiased and fair manner in providing remedy
Keep the information confidential
Review the response to the complaint by collecting feedback from clients (Hodgdon et al., 2013)
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D: Describe three (3) continuous improvement strategies that could be used in this program and explain how you
would embed these strategies into the day-to-day activities of case managers.
Continuous improvement strategy
(30 words each)
How would this be embedded into day-to-day
activities?
(50 words each)
1 Online course for learning new aspects of the
clients and the community I deal with
Use the education and learning during case
management
2 Attend seminars to learn new information on
variety of relevant subjects
Can be applied to work when working on specific
project related to youth and family welfare
3 Training to deal with cultural and linguistic
barriers
Implement the learning while handling the
complaints from the clients in the program
(Muzio et al., 2011)
E: Describe cultural competence? (50-100 words)
Cultural competence is the ability to effectively interact with people across cultures and understand them while
being aware of one’s own world view. It involves demonstration of positive attitude towards the cultural
differences when working with clients by establishing strong knowledge of the world views and different cultural
practices (Betancourt et al., 2016)
F. Identify three (3) different strategies that you can use to provide information to workers from different cultural
backgrounds?
Strategy for providing information to workers from different cultural backgrounds
(30 words each)
1 Arrange for community consultations- to inform and update on workplace policies, professional
standards and codes of practice
2 Assign mentors or interpreters- to communicate with new migrant workers who cannot speak native
language of Australia. It will help ease integration
3 Cross cultural training – to inform workers from different backgrounds about work procedure and rules
to be complied with
G 1) Identify five (5) resources or organizations (provide references) where you could access information about
culturally specific needs of clients.
1. Australian Multicultural foundations- provides information on people from all cultures
2. Centre for Cultural diversity in Ageing- serving needs of elderly people in Victoria from different culturally and
linguistically diverse backgrounds.
3. Centre for culture ethnicity and health – gives information on cultural diversity and wellbeing
4.Cnetre for multicultural youth- gives information to workers on young people belonging to different cultural
background
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5.Foundation house in Victoria that develops publications and resources on needs of people from refugee
backgrounds
(aifs.gov.au. 2018)
G 2) Identify and describe two (2) strategies you would use to consult with culturally specific workers
(approximately 50 words).
Employment of bilingual staff and ethnic-specific workers- for bicultural services and to improve knowledge on
the cross cultural skills and deal with different communication styles. It will eliminate bias and discrimination
Consulting with CALD co-workers – to learn the religious practices to make appropriate arrangements for them
during funeral ceremonies or bereavement rituals
H. Identify and describe three (3) strategies that could be used to promote collaborative and consultative case
management practice (approximately 20 words each).
1. Build effective relationship with the young people and families- relationship should be able to empower the
clients without developing the passive relationships
2. Impart self management information to the clients that is tailored to the needs and prevent dependence on the
case manger
3. Effective collaboration with the health and social care services- to develop shared objectives and help clients
with complex health needs
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References
aifs.gov.au. (2018). Web resources: Culturally and linguistically diverse families. Child Family Community Australia.
Retrieved 15 April 2018, from https://aifs.gov.au/cfca/topics/web-resources-culturally-and-linguistically-
diverse-families
Betancourt, J. R., Green, A. R., Carrillo, J. E., & Owusu Ananeh-Firempong, I. I. (2016). Defining cultural
competence: a practical framework for addressing racial/ethnic disparities in health and health
care. Public health reports.
Black, S. (2013). Practice of public relations. Routledge.
Frankel, A. J., & Gelman, S. R. (2011). Case management: An introduction to concepts and skills. Oxford University
Press.
Hodgdon, H. B., Kinniburgh, K., Gabowitz, D., Blaustein, M. E., & Spinazzola, J. (2013). Development and
implementation of trauma-informed programming in youth residential treatment centers using the ARC
framework. Journal of Family Violence, 28(7), 679-692.
Hoge, R. D. (2011). Youth level of service/case management inventory. In Handbook of violence risk
assessment (pp. 91-106). Routledge.
Muzio, D., Hodgson, D., Faulconbridge, J., Beaverstock, J., & Hall, S. (2011). Towards corporate
professionalization: The case of project management, management consultancy and executive
search. Current Sociology, 59(4), 443-464.
Petronio, S. (2010). Communication privacy management theory: What do we know about family privacy
regulation?. Journal of Family Theory & Review, 2(3), 175-196.
Pietrantonio, A. M., Wright, E., Gibson, K. N., Alldred, T., Jacobson, D., & Niec, A. (2013). Mandatory reporting of
child abuse and neglect: Crafting a positive process for health professionals and caregivers. Child Abuse &
Neglect, 37(2-3), 102-109.
Researchonline.jcu.edu.au. (2018). National Code of Ethics for Case Management -
ResearchOnline@JCU. Researchonline.jcu.edu.au. Retrieved 15 April 2018, from
https://researchonline.jcu.edu.au/30040/
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4. Assessment Rubric
Below is a rubric that determines whether your answers and knowledge is satisfactory or not yet satisfactory.
To pass the assessment, you must complete ALL the requirements for the column that is titled ‘satisfactory’.
It is advisable to read the rubric before attempting the assessmentsto help you attain the correct submission
standard.
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Criteria Satisfactory Not yet satisfactory
Part 1:
Question A
The student is able toadequately list and
explain at least three duty of
careobligations/responsibilities case
managers have when working with young
people and families
The student fails to adequately list and
explain at least three duty of care
obligations/responsibilities case managers
have when working with young people and
families
Part 1:
Question B
The student is able toaccurately describe
the obligations case managers have under
mandatory reporting requirements,
providing at least one example.
The student fails toaccurately describe the
obligations case managers have under
mandatory reporting requirements,
providing at least one example.
Part 1:
Question C
The student is able toaccurately identify
and describe three responsibilities case
managers have to clients under the Privacy
Legislation Act.
The student fails toaccurately identify and
describe three responsibilities case
managers have to clients under the Privacy
Legislation Act.
Part 1:
Question D
The student is able to accurately identify
three requirements case managers have in
relation to client confidentiality.
The student fails to accurately identify
three requirements case managers have in
relation to client confidentiality.
Part 1:
Question E
The student is able to accurately describe
when case managers are legally allowed to
disclose the personal information of
clients, providing at least two examples.
The student fails to accurately describe
when case managers are legally allowed to
disclose the personal information of
clients, providing at least two examples.
Part 1:
Question F
The student is able to accurately identify
two (2) codes of practice relevant to youth
and family case management
and
provide an accurate explanation of the key
requirements of each
The student fails to accurately identify two
(2) codes of practice relevant to youth and
family case management
and/or
provide an accurate explanation of the key
requirements of each
Part 1:
Question G
The student is able to accurately identify
and describe three (3) strategies that can
be used to update or refresh workers’
knowledge of legislative requirements
The student fails to accurately identify and
describe three (3) strategies that can be
used to update or refresh workers’
knowledge of legislative requirements
Part 2:
Question A
The student is able to sufficiently list
ten(10) standards of practice that
CareShore workers must adhere to when
working with young people and families
The student fails to sufficiently list ten (10)
standards of practice that CareShore
workers must adhere to when working
with young people and families
Part 2:
Question B
The student is able to sufficiently provide
three (3) examples of breaches of
professional boundaries
The studentfails to sufficiently provide
three (3) examples of breaches of
professional boundaries
Part 2:
Question C
The student is able to sufficiently outline
the process to be used to manage
complaints in the youth and families
program
The student fails to sufficiently outline the
process to be used to manage complaints
in the youth and families program
Part 2:
Question D
The student is able to accurately identify
three (3) continuous improvement
strategies
and
explain how each strategy can be
embedded into the day-to-day activities of
case managers
The student fails to accurately identify
three (3) continuous improvement
strategies
and/or
explain how each strategy can be
embedded into the day-to-day activities of
case managers
Part 2:
Question E
The student is able to accurately describe
cultural competence
The student fails to accurately describe
cultural competence
Part 2: The student is able to accurately identify The student fails to accurately identify

5. Units of Competency
This assessment contributes to the overall competencies for the following units of competency:
CHCPRP003 Reflect on and improve own professional practice
CHCCSM006 Provide case management supervision
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