CHCCSM005

Develop, facilitate and review all aspects of case management

ASSESSMENT BOOK

for

CHCCSM005

DIPLOMA OF COMMUNITY SERVICES (CASE MANAGEMENT)

All Case Histories in this text are presented as examples only

and any comparison which might be made with persons either

living or dead is purely coincidental.

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 (Australian Institute of Professional Counsellors Pty Ltd ACN 077 738 035) 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 assessyourknowledge. 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 athttp://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 markers 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!

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.
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• I am aware that a false declaration may lead to the withdrawal of a qualification or statement of attainment.

Signature:	?????	Date:	?????
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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)

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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 haveanswered all of the questionsthat 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
?????	?????	?????	?????
?????	?????	?????	?????

Section 1

An Introduction to Case Management

What is case management?

• 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: ????? Coordinating function: ????? Advocacy function: ?????

The process of case management

• 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
?????	?????	?????

• Selecttrueorfalsein relation to the following statements:

1. 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.

TrueFalse

1. During the planning stage of the case management process it isnotnecessary to consult with the client because you will have all the information you require from the assessment.

TrueFalse

1. Once a case plan has been implemented changes cannot be made to the case plan.

TrueFalse

Key considerations in case management

• When engaging with a client and developing a case management plan, it is important to consider the clients 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)

?????

• When developing a case management plan it is also important to explore the clients issues holistically by considering the impact and interaction that exists within and between all areas of the clients life (including the clients 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)

?????

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)

?????

• 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)

?????

Facilitating client participation in the case management process

• 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)

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• 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.

1. 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	?????	?????
Developing a plan	?????	?????
Implementing the plan	?????	?????
Maintaining the changes	?????	?????
Relapse	?????	?????

1. 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 clients participation in the case management process. You must ensure that your response is appropriate to the clients stage of change. (Each response should be no more than 30 words)
   1. 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:

Im not sure why Im even here, I dont have a drinking problem.

Stage of change: ????? Response: ?????

1. From a client who has come into your domestic violence support organisation:

I dont want to be with him anymore I dont want to keep being hit. Ive 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 Im better prepared.

Stage of change: ????? Response: ?????

• From a long-term unemployed client referred to your employment support service:

Ive been thinking about quitting drinking for a while now but Im just not sure how Ill cope being sober.

Stage of change: ????? Response: ?????

A note on the importance of cultural considerations

• Why is it important to consider the clients cultural background and other diversity factors during the case management process? (Your response should be no more than 100 words)

?????

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)

1. Culturally and/or linguistically diverse clients:

?????

1. Aboriginal and/or Torres Strait Islander clients:

?????

1. Clients with a disability:

?????

1. Clients with diverse sexual orientations/identities:

?????

1. Clients who are homelessness:

?????

1. Age of client Older people and/or children/young people:

?????

1.12 Select true or false in relation to the following statements:

1. 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.

TrueFalse

1. 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.

TrueFalse

1. Effective case management involves respecting the cultural protocols, systems, and beliefs of the client and incorporating the clients individual needs into the case management plan.

TrueFalse

Client rights and responsibilities

• 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)

?????

• Clients have the right to make a complaint if they are dissatisfied with any area of service delivery. It is the case managers 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 organisations 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 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)

?????

A note on the risks and responsibilities relating to duty of care

• Case managers are compelled by law to engage in professional behaviour thatdoes 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 managers 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	?????
Suicide	?????
Elder abuse	?????
Persons with disabilities	?????

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 peoples 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-centred, and solution-focused.
Rights-based approach	?????
Person-centred approach	?????
Needs-based approach	?????

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)

1. 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 astrengths-basedapproach, what are two strategies you would use to support Mary within the case management process?

?????

1. 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?

?????

1. 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 parents home into an adult care centre. His family has requested your support in making this transition. Discusstwoprinciples that you would need to uphold to ensure you are practicing from a person-centred approach in your work with Bernard and his family.

?????

1. 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 Jamilas needs that would need to be addressed using theneeds-basedapproach?

?????

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. Beths 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 Beths 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 sons 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 childs 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.

1. Briefly outlinetwothings 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)

?????

1. 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)

?????

1. 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)

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1. Consider Joys statement that her sonsbehavior 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)

?????

1. 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)

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CHCCSM005 Assessment Book Section 1 Assessors 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 Assessors Name: Date:

Section 2

DEVELOPING AN APPROPRIATE CASE MANAGEMENT PLAN

Collaborative assessment

2.1 The goal of assessment is to understand the clients current situation. List four aspects of the clients situation that case managers are interested in exploring in order to develop an initial understanding of the clients needs. (Your response should be no more than 50 words)

?????

2.2 Select true or false in relation to the following statements:

1. Assessment can involve gathering information not only from the client but from other sources (e.g., family, friends, and other service providers).

TrueFalse

1. It is sometimes necessary to address the needs/goals of other relevant parties (e.g., family members) as part of the clients case plan.

TrueFalse

1. Even if a client is in a crisis state the case manager must complete a full assessment during the initial meeting.

TrueFalse

1. 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.

TrueFalse

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 isincorrect?

1. Goals should be stated in positive terms
2. Goals should be overly optimistic because you want your client to aim high
3. Goals should be measureable
4. Goals should be explicit

Your answer:

2.4 Seven core principles of case planning are outlined on pages 37-38 of the Study Guide. Selecttwoof 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)

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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)

?????

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)

?????

2.7 Select true or false in relation to the following statements:

1. When engaging in direct service provision case managers must still allow the client to be in the drivers seat in order to help the client work towards achieving their goals.

TrueFalse

1. 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.

TrueFalse

1. 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.

TrueFalse

1. While acting as a service coordinator, it is important for case managers to establish clear arrangements with both the client and other service providers regarding how each service will be involved in the case plan and who will be doing what as part of the plan.

TrueFalse

1. The process of advocacy involves taking over the decision-making process for clients.

TrueFalse

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)

?????

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)

?????

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.

• 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 daughters 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 mothers welfare and wants your organisation to help arrange for transport for shopping and 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.

1. What are Marthas immediate needs? (Your response should be no more than 30 words)

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1. What are Marthas short-term needs? (Your response should be no more than 30 words)

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1. What are Marthas long-term needs? (Your response should be no more than 30 words)

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1. Consider Andreas needs. What needs might Andrea have that should be integrated into the case management plan? (Your response should be no more than 30 words)

?????

1. Consider the information provided about your organisation and its referral network. Which organisations would you anticipate using to help meet each of Marthas 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 Marthas needs. (Your response should be no more than 50 words)

?????

1. When developing Marthas 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)

?????

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.

1. Using the information provided, you must complete the case management plan below. Hint: see pages44-46 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.

CASE MANAGEMENT PLAN:Amir Date:XX.XX.XXXX
Client need/problem	Agreed goal	Actions/by whom/how	Target time frame
?????	?????	?????	?????
?????	?????	?????	?????
?????	?????	?????	?????
?????	?????	?????	?????
?????	?????	?????	?????
?????	?????	?????	?????
?????	?????	?????	?????

1. Outline one strategy/process you would use to monitor Amirs case plan. (Your response should be no more than 30 words)

?????

1. 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)

?????

1. 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 its 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)

?????

CHCCSM005 Assessment Book Section 2 Assessors 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 Assessors Name: Date:

Section 3

ConductING CASE MANAGEMENT MEETINGS

Planning for a case management meeting

• 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)

?????

• 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)

?????

• SelectTrueorFalsein relation to the following statements:

1. If a client cannot participate in a case management meeting due to their specific circumstances (e.g., age or disability) the clients carers, guardians or power of attorney should be involved in the process.

TrueFalse

1. It is important for a case manager to develop an appropriate rapport with the client.

TrueFalse

Facilitating a case management meeting

• 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 relation to each stakeholder participating in the meeting. (Your response should be no more than 25 words)

?????

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)

?????

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)

?????

• 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).

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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. Selecttwoof 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).

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The rights, roles and responsibilities of people within the decision-making process

3.9 SelectTrueorFalsein relation to the following statements.

1. The needs and rights of the client and his/her family are usually gleaned from the intake process and better understood through subsequent interactions.

TrueFalse

1. Because there are typically many people involved in a case management meeting, you dont really need to worry about balancing the rights of all involved. It would be far too complicated.

TrueFalse

1. 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:

TrueFalse

3.10 When developing specific strategies or interventions, what arefourquestions 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)

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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)

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Documenting the outcomes of case management meetings

3.12 SelectTrueorFalsein relation to the following statements.

1. 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.

TrueFalse

1. 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.

TrueFalse

1. Emailing updates to stakeholders is the only acceptable way to document case management meetings and interventions to keep stakeholders informed.

TrueFalse

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)

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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)

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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). Helens 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 Helens 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 Safetys requirements for reunification with her daughter. You know from conversations that any delay in the unification process may lead to set-backs in Helens progress. Upon reviewing Helens 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 Helens case without consulting the others. Additionally, Helens case has been recently assigned 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 Helens plan.

With Helens consent, you have decided to plan and facilitate a case management meeting to help clarify the boundaries and processes to be involved in Helens 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).

1. Consider each of the stakeholders involved in Helens 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 Helens case management plan? (Your response should be no more than 100 words)

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1. Consider the impact that the short-term custody order appears to have had on Helens 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 Helens plan? (Your response should be no more than 50 words)

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1. 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)

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1. 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 Helens case in order to improve the plans effectiveness in helping Helen achieve her desired outcomes? (Your response should be no more than 100 words)

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1. 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)

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1. During the meeting, you notice that Helens addictions counsellor has focused solely on Helens 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 Helens strengths without disregarding the challenges Helen is still facing? (Your response should be no more than 150 words)

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CHCCSM005 Assessment Book Section 3 Assessors 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 Assessors Name: Date:

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. Listfourquestions 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)

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4.2 Listthreestrategies that a case manager may use to monitor case work activities. (Your response should be no more than 50 words)

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Assessing the need for change

4.3 Briefly outlinethreesituations that might indicate a need for changes to be made to a case plan. (Your response should be no more than 75 words)

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4.4 Why is it important to seek the clients feedback when monitoring a case management plan? (Your response should be no more than 75 words)

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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)

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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)

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Exit planning and case closure

4.7 SelectTrueorFalsein relation to the following statements.

1. Case closure and termination is always an easy transition for clients, and most clients are excited and confident about exiting the helping relationship.

TrueFalse

1. 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.

TrueFalse

1. 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.

TrueFalse

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)

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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)

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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 doesnt 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 mothers group in her local area and finishing her high school studies via a flexible TAFE program.

With Elenas 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 mothers 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 mothers group you told her about but she has made no contact with the TAFE and has still not sourced alternative accommodation.

1. Write three to five sentences you would use in your documentation of this meeting to include in Elanas client file. (Your response should be no more than 100 words)

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1. 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 mothers 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 Elenas case plan? (Your response should be no more than 50 words)

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4. 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)

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1. 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 organisations 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: ?????

Age: ?????

Case opened: XX/XX/XXXX

Case closed: ?????

Goals identified at beginning of case management process: ?????

Goals achieved: ?????

Goals not achieved: ?????

Reason for case closure: ?????

Evaluation form provided? YesNo

CHCCSM005 Assessment Book Section 4 Assessors 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 Assessors Name: Date:

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