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 )

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Unit Description

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

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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

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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.

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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’

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Emphasis is on joint planning

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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.

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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).

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Definition 4

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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

http://www.socialworkers.org/practice/standards/sw_case_mgmt.asp





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.

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1. Case management facilitates the personal development of clients

2. Case management advocates for client rights

3. Case management is purposeful

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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

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Empowerment/Support


Getting the Balance Right!

Support

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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

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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.

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“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

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How many needs here?

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1. Needs identification

2. Planning – goal setting

3. Monitoring

4. Evaluating

5. Outcomes - sustainability

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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

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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

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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.

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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

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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?

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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

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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

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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

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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

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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

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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

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• 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?

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

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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

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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

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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

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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)

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The plan should also include how

to monitor the plan and effect

changes... if need be

And how to identify risky

situations

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http://images.google.com.au/imgres?imgurl=http://www.papergoodness.com/wp-content/uploads/2007/01/srd590_die_cut_arrows_metropolis.jpg&imgrefurl=http://www.papergoodness.com/2007/01/&usg=__Axjg2tzhYS5tgdj162EyzCGX2LA=&h=300&w=300&sz=23&hl=en&start=12&tbnid=Qz9JNK3iibgvUM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Darrows%26gbv%3D2%26hl%3Den



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.

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• The plan has at its heart the need for clients

themselves to set and achieve realistic targets

... and to take personal responsibility

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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?

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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??

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• These changes have to be negotiated again, of course, with the relevant parties

• There may be a need to have another meeting

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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

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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

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Domain definition

• Domain - different regions or areas of a

persons life, like health or housing for example

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Acknowledgement

• Thanks go to the following people who volunteered for the photos in this presentation:

• Bonita Hoey • Jimmy Malachi • Genus Passi

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