Module 6 chccm503 c develop, facilitate and monitor all aspects of case management

(c) Copyright CTA CHC52008, MODULE 6 Version Date: 1.5.2013
CHCCM503C: Develop, facilitate and
monitor all aspects of case management
Diploma of
Community Services
(Case Management )
1

Unit Description
This unit describes the knowledge and skills
required to facilitate all aspects of case
planning
2

Case Management
 This term is used by a lot of organisations
 It means looking after or managing a ‘case’
 A ‘case’ is the word to describe the person
and their particular issues
 In other words, ‘Case Management’ is about
really looking after a person in all areas of
their life
3

Eagle eye view
What is a Case Manager?
A Case Manager is someone who can look at a
situation differently with an eagle–eye–view
What can be seen by a snake on the ground?
What can be seen by an eagle in the air?
The eagle has a much greater view and can see
danger coming, where the refreshing waters are
and where shelter lies.
4

Definition 1
Case management society of Australia
‘Case management is a collaborative process of
assessment, planning, facilitation and advocacy for
options and services to meet an individual’s health
needs through communication and available
resources to promote quality cost-effective
outcomes’
5

Emphasis is on joint planning
6
This framework allows for the client and case
manager to work on the various aspects of the
client’s life that influence the client’s health.
Within the Australian context, case management
can be placed within a social model of health.

Definition 2
“A conceptual framework within which
improvement in health and well-being are
achieved by directing efforts towards addressing
the social and environmental determinants of
health, in tandem with biological and medical
factors.”
(Department of Human Services (Vic.), 2002, p. 42) in Draft
National Standards of Practice for Case Management – Case
Management Society of Australia p 4.
7

Definition 3
Case Management is defined as a
collaborative process which assesses,
plans, implements, coordinates, monitors,
and evaluates the options and services
required to meet an individual's health
needs, using communication and available
resources to promote quality, cost-effective
outcomes
(Kongstvedt, 2001).
8

Definition 4
9
Social work case management is a method of
providing services whereby a professional
social worker assesses the needs of the client
and the client’s family, when appropriate, and
arranges, coordinates, monitors, evaluates,
and advocates for a package of multiple
services to meet the specific client’s complex
needs.
http://www.socialworkers.org/practice/standards/sw_case_
mgmt.asp#def

How extensive is this practice?
In many welfare organisations, workers may be
asked to be a Case Manager for a particular
client or family. As a worker you may be
employed as a counsellor, a welfare worker, an
intake officer, youth worker, or case manager
and still be called upon to provide ‘case
management’. It is therefore important for us
to understand the principles involved in quality
case management.
10

1. Case management facilitates the personal
development of clients
2. Case management advocates for client
rights
3. Case management is purposeful
11
Principles of case management

 As we can see in case management there is an
emphasis on both support and
empowerment
 Support without empowerment may mean a
dependency relationship may develop
 Empowerment without support may at times
be inhumane as the client may not at a
particular point in time be skilled enough,
strong enough or informed enough to advocate
for themselves
12
Empowerment/Support

Getting the Balance Right!
Support
13
Empowerment
Too much support here... and not
much empowerment!

Complex society
 In our complex society, common sense sometimes
doesn’t seem to happen
 For example if there is domestic violence in a home and
the male partner is charged and leaves the home – a lot
of things change
 Maybe the violence has stopped, but maybe he was
also the main breadwinner for the family
 Maybe there is also another male cousin who hurts the
children without him being in the house
 Maybe the partner who got help to stop the violence
doesn’t know what to do to get the help she now needs
in other areas
14

A case manager...
Understands that they need to see the big
picture when viewing people’s problems and
be able to predict other problems which will
need to be sorted out.
Case managers need to be aware and
supportive, seeking clients permission and to
do so in a way that the person would like to
receive help.
15

“It’s not my problem”
 In our complex society with role divisions
people can slip through the gaps in services
 Whatever our ‘job’ or whatever is in our role
description, it would be good to have a ‘case
management framework’ to support our
clients
 If we can see the person as part of a whole,
needing support in lots of areas… then we can
work holistically and effectively
16

How many needs here?
17

1. Needs identification
2. Planning – goal setting
3. Monitoring
4. Evaluating
5. Outcomes - sustainability
18
Steps in Case Management

Area's clients may need help with:
Health ( Physical & Mental) Employment
Emotions and thoughts Family relationships
Friendships Finances Education
Housing Spirituality Location Sport
Planning Time management Substance misuse
Self Esteem and Value Recreation Food/nutrition
19
Case Managers understand that there are
various ‘domains’ in a person’s life.

Who What When Where How
When What Where Who How
4.7.12 Take client to
see DV unit
Russ St City Mary Jane &
Howard
Pick client up
from refuge
20

Activity 1 Role Play
In pairs complete the following role play: one
person is the case manager and the other is the
client. The case manager uses the previous
checklist to check the ‘big picture’ of what is
happening for the client.
• Karli is 15 and has come to the Women’s shelter.
Her cousin has raped her and when Karli told her
mum and dad they beat her up, telling her not to
report it because her cousin is her dad’s boss.
Karli ran away and was brought to the shelter by a
friend.
21

Activity 2 Role Play
In pairs conduct the following role play: one person
is the case manager and the other person is the
client. The case manager uses the previous
checklist to check the ‘big picture’ of what is
happening for the client.
• William is 45 years old. William has 4 children; he and
his wife look after another 5 children who belong to his
sister
• William is being bullied at work and is unhappy. He
wants to leave but is worried that he will not be able to
support his wife and all the children
• William is a bus driver
22

Activity 3 Discussion, other questions
 What other services could you refer Karli and
William to in your community?
 Discuss what you would do to help Karli and
William in order of priority – addressing the
urgent issues first
 What sort of notes would you need to ensure
all issues were being addressed?
23

The Process
Let’s look at the Case Management process
1. The meeting
2. The approach considered
3. The case plan
4. The activities and process
24

1. The Meeting
When interviewing your client make sure
you make a good connection with them.
• Explain what the meeting is about
• Help them to tell their story
• Try to calm your client if they are angry or upset
• Identify your client’s needs and write this down
25

1. The Meeting – cont.
In the meeting be sure to outline their role
and responsibility as well as yours.
 Use a strengths based approach – acknowledge
their skills, abilities, values and the importance
of their input and desires
 If there are any statutory issues involved
explain these in a friendly way
 Explain the part that other parties may play in
the case and how any conflict will be resolved
26

1. The Meeting – cont.
In the meeting be sure to define and explore:
• Client needs and rights, members of their
family, the organisation that you work for and
the community at large with respect to the
issues that are being faced
27

2. The Approach
 If there are legal implications to the
case make sure that you involve
the right people in the situation
 Is this a child protection issue, a
police issue or a ‘risk’ issue for a
client that you should involve your
supervisor with?
 In each case your skill in keeping
your client feeling in control and
respected will be paramount
28

2. The Approach – cont.
Asking the client to form their own goals and
helping them to structure these in a
sequence is important for empowerment
29

• In every case management process, we
need to consider the person’s culture. Are
we the right gender? Do we need an
interpreter? Do we need a cultural expert
so that the process goes well?
30

• The client should be informed about their
rights and the steps that they can go
through to complain or get more
information
31

Putting a plan in place…
 After you have noted what is happening for a
person in the range of areas and have discussed
with them what needs help first, it is important
to put a plan in place
 A plan for a month is not a bad idea
 Each week you might work on one area for
example
 This plan gives the client the feeling that things
are moving forward
 It also helps us to not simply keep responding to
problems that pop up each week. Together we
are taking charge and being proactive rather
than just responding to crisis over and over
32

3. The Case Plan...
 The plan needs to reflect the
initial assessment of the
person’s needs
 The plan should take into
account other parties or family
members involved and
 The plan needs to identify
what should happen
immediately, in the short and
long term
33

3. The Case Plan – cont.
 The plan should identify the
right people to be involved in
the support of the client/s...
 The plan should reflect the
agreed goals and how to get
there
34

The plan should also provide a range of strategies
to get to each goal, involving the right parties and
who is responsible for what, keeping costs
reasonable, identify indicators for success, and
the rights and responsibilities of the client. (The
plan is your written document of your
intervention)
35

 The plan should also include how
to monitor the plan and effect
changes... if need be
 And how to identify risky
situations
36

It is a good idea to also
match these requirements
realistically to the capacity
of the case worker in terms
of experience, workload and
where they work, etc.
37

• The plan has at its heart the need for clients
themselves to set and achieve realistic targets
... and to take personal responsibility
38

4. The activities and process...
 How will you monitor what is
going on when you get your
plan in place???
 Who will monitor it and how
often?
39

4. The activities and process cont.
• Life rarely flows smoothly...
hiccups happen!
• Who has the authority to ask
for things to be done
differently especially if there
are a lot of people involved??
40

• These changes have to be negotiated again, of
course, with the relevant parties
• There may be a need to have another meeting
41

 Finishing off with a client has to be caring,
supportive and with a sense of accomplishment
 If you have worked with a client for a while and
great outcomes have been achieved, it may be
appropriate to celebrate the ending of the
process with a coffee out in public, a card or a
small gift of encouragement to mark the occasion
 Of course your organisation’s guidelines need to
be followed in this respect
42

Activity 4: Group Work Writing
Design a Case Management Form as a group
 The form should include ‘domains’ or different
areas. (Definition on the next slide)
 The form should have a timetable with weeks
on it
 The form should have a place to record where
a person may be referred for help
43

Domain definition
• Domain - different regions or areas of a
persons life, like health or housing for example
44

Acknowledgement
• Thanks go to the following people who
volunteered for the photos in this
presentation:
• Bonita Hoey
• Jimmy Malachi
• Genus Passi
45

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