Elements and Performance Criteria
- Develop a case management plan
- Assess client needs in accordance with organisation procedures
- Collect information on a range of suitable interventions to address immediate, short and longer term needs of clients
- Undertake appropriate consultation with stakeholders to ensure issues and options for their resolution are explored thoroughly
- Negotiate and agree common goals, objectives and processes with clients and stakeholders to ensure needs are addressed with statutory and organisation frameworks
- Explore a full range of options for addressing client and stakeholder needs and include in case management plan
- Ensure processes for monitoring achievement of goals, timeframes and resourcing are agreed in the planning stage
- Define roles, responsibilities and accountabilities for clients, stakeholders, workers and service providers
- Negotiate and agree processes for appeal and for the termination and/or renegotiation of intervention and include in the plan
- Identify relevant family, community, cultural and ideological considerations and address in the case plan
- Define plan implementation procedures
- Implement practical arrangements to support clients and stakeholders
- Define negotiable and non negotiable aspects of the intervention and implement processes to ensure they are maintained
- Negotiate and agree ongoing case management processes with clients and stakeholders
- Where appropriate, develop and agree contracts with external service providers and accurately reflect timing and resourcing constraints
- Implement procedures to ensure information sharing between key stakeholders is facilitated
- Implement procedures to ensure progress of specialist client service delivery is monitored in accordance with agreed procedures, against defined performance indicators
- Define, and implement where necessary, procedures to deal with crisis situations
- Establish review and evaluation systems