CHC52015 Diploma in Community Services: 775585

  1. I. Knowledge Assessment
The questions in this part of the booklet cover the generic underpinning knowledge in the following relevant unit of competency: CHCCSM005 – Develop, facilitate and review all aspects of case managementYou must answer all questions using your own words. Some questions cover processes you would have likely encountered in your previous or current workplace. Ideally, you should be able to answer these questions based on the processes in place at the workplace.

Knowledge Assessment

Match the following description to the correct models of case management by writing the corresponding letters on the spaces provided:A very brief approach to case management in which case workers attempt to help clients identify their needs and broker support services.Utilises the commonly accepted functions of case management and is characterised by a closer involvement between case manager and client.Assumes a comprehensive role for a team of case managers by providing services such as skills-building, family consultations, and crisis intervention.Provides outreach and direct counselling services with a smaller caseload and without a team approach.Combines case management and clinical or rehabilitation activities.Focuses on client’s strengths, self-direction, and the use of informal help networks.
dIntensive case management
aBrokerage case management
bGeneralist case management
cClinical case management
eAssertive community treatment case management
fStrengths-based case management
Briefly explain the Case Management Approach diagram shown below. 
Case management approach is demarcated as the collaborative process which helps to assess, implement, monitors, evaluates, and plan the services and the options which is needed to meet the health needs and other interests of the client. It involves five different approach such as, inclusive, holistic, client centred, evidence based and strength based approach. Inclusive approach aims to provide personalised acre of the individual based on the assessment of the need of the patient (O’Rourke, 2019). Holistic approach provide care to the client by considering all the physical, social and mental aspects of the client’s life. Strength based approach provides support and strength to face the day to day challenge in the client’s life. Evidence based approach helps to provide best practice available to the client and in the client centred approach, the case managers evaluate the needs and preferences of the client and intervene accordingly.  
Match the following description to the correct approaches to service delivery by writing the corresponding letters on the spaces provided:An approach in which the individual is at the centre of the decision making processes and is supported to exercise greater choice and control over their services, how they are delivered and by whom.An approach to providing support and resources to individuals that focuses on identifying and building their assets and skills, to help them create the needed change. Clients will achieve much more of they are assisted to identify, recognise and use the strengths they have identified.Invests individuals as ‘rights-holders’, creates an avenue for their voices to be heard, and enables them to be empowered.This approach is based on the basic understanding that clients are the leaders of self-change for their lives. Workers need to believe that the client has within them, the capacity of knowing what they need to do to resolve their own issues. The worker is to provide a non-judgemental environment using a non-directive approach. This will enable clients to find their own solutions to problems.
Illustrate the requirements of evidence based practice using a Venn diagram.Guidance: Click on this resource to read more about Venn diagrams.
Briefly explain the application of each contemporary behaviour change models and provide two (2) examples of general interventions used in case management.
Behaviour Change ModelApplicationInterventions
Trans theoretical ModelIt helps to evaluate the behaviours of the smokers and change them if needed and also improves physical activity (Prochaska, Redding & Evers, 2015)Behaviour is assessed. Health of the population is evaluated.
Relapse Prevention ModelIt helps in the treatment of the client addicted to alcohol. By enhancing the coping skillBy using the high risk situations 
Ecological ApproachesIt helps to evaluate the health of the populations as well as individual by determining the social determinants (Marsh, Head & Devine, 2015). By assessing the social determinants responsible for health deterioration.By evaluating the policy context of the individual’s behaviour.  
Which three (3) statements below are true about the scope and purpose of the Case Management Standards of Practice (Australia)?
Standards of practice are designed to enhance case management practice.
Standards of practice are intended to detract from any responsibilities which may be imposed by law or regulation.
Standards of practice provide a basis for quality guarantee, expectations and accountability for clients, employers and other professionals.
Standards of practice reinforce current practices and are designed to provided objectives and guidelines to assist the case manager in competently practicing case management.
Briefly describe the following types of assessment and their use in different contexts.Generic assessmentIntake assessmentSocial assessmentSocial history reportRisk assessmentBiopsychosocial assessment
Generic assessmentIt is demarcated as the general place for several activities that are consistent and repetitive in presentation for the organization. It is used for identifying the potential hazards and the risk factor within the community and provides appropriate measures accordingly to manage the risk or hazard.
Intake assessmentIt is the management process between the case managers and the clients. It helps to identify the needs and preferences of the client (Carr & McNulty, 2016).  
Social assessmentIt is a type of assessment or social analysis which promotes the evaluation and analysis dome by the client as the part of the project design.  It helps to produce the project more responsive to the social development concerns and is usually initiated during the implementation of the project.  
Social history reportIt is the professional document which is commonly prepared by the social workers in the organization. It helps the social workers or the practitioner to understand the functioning level of the client.  
Risk assessmentIt is the procedure to identify the risk factors and the hazards that can cause harm to the organizations and also defined as the complete procedure of identifying the risk or hazard within the community. Helps in assessing and evaluation of the risk to the organizations (Bahr, 2018) and comprise of risk analysis and risk evaluation.  
Biopsychosocial assessmentIt is the assessment conducted by the case managers to evaluate the psychological, social and biological factors which causes complication to the client. It assists in recognizing the psychological, biological and social factors which influences the perception of the client (Liossi & Howard, 2016).  
Explain the role and responsibilities of the following who may be involved in the assessment process:Case managerClientKey StakeholdersAgencyGuidance: Provide at least two (2) responsibilities for each.
Case managerHelps in monitoring, assessment, planning and advocating the assessment process of the project design within the community. It links the client with the support service.  
ClientThey act as the centre of the project and make all important decision within the community setting. They set the tone of the project (Rosemann & Brocke, 2015)
Key stakeholdersThey effect all the major decision related to the project. They also influence the outcome of the project.  
AgencyIt help to understand the role between the clients and the case managers within the community setting and performed by the stakeholders.They help the case managers to design the project
Mandatory reporting requirements and format related to community services:Complete the table below about the mandatory reporting requirements when working with children in your state/territoryProvide a photo or a screenshot of a reporting template used in community services. If the screenshot of the template is taken online, specify the link on the space provided.
State/Territory: New South WalesLegislation: Children protection Act 1998 
Who is mandated to report?What must be reported?Abuse and neglect types which must be reported
State/Territory: New South WalesLegislation: Children protection Act 1998
Law enforcement agencyChild protection servicesLocal authorities such as police and local government agency.Any individual who have concern regarding the wellbeing and safety of the child as well as any individual who are concerned for the welfare of the children any report  Child who is at the risk of harm due to lack of accomplishment of social and physiological needs.Child who can nit access healthcare facilities. Physical or sexual abuse (Niles, 2018). Suffering from domestic violence. The child was under the section 25 as a subject of the prenatal report.   
Reporting template used in your state/territory Link:  
Briefly explain the following legal and ethical considerations that must guide the case manager’s assessment practice:ConfidentialityDisclosureDuty of careInformed consentPrivacy
ConfidentialityThe information of the case and the client should be protected from the unauthorized access.  
DisclosureThe case managers and the agency should be honest and transparent to the organization.  
Duty of careThe case managers should work in order to provide best service to the client according to their needs and interests.
Informed consentBefore taking any important decision the consent of the client is to be taken in to consideration.  
PrivacyPrivacy of the client as well as the case should be maintained.  
Identify two (2) risks of harm and your responsibilities relating to duty care as a case manager for:Children and young peoplePeople with a disabilityPeople experiencing domestic violenceA situation of elder abuseSomeone contemplating suicide
Children and young people
Risks of harmResponsibilities
Social isolation of the children Assessing the child who are at the greater risk of isolation, abuse and negligence and is guided accordingly.
Previous negligence or abuse by the family members
People with a disability
Risks of harmResponsibilities
Discrimination due to their disability  Provides support to the individual in order to enhance the life style and also provides strategies to avoid discrimination (Morris et al., 2016).  
Poor lifestyle 
People experiencing domestic violence
Risks of harmResponsibilities
Traumatic injury The domestic violence should be prevented and mental and physical assessment to be done to evaluate the mental and physical status of the individual.
Life at risk 
A situation of elder abuse
Risks of harmResponsibilities
Poor physical and mental health outcome  Caregiver should be provided along with involving them in the money management program.  
Substance abuse 
Someone contemplating suicide
Risks of harmResponsibilities
Childhood abuse or traumaThe Person should be counselled by involving in the talk therapy.  
Being discriminated or bullied  
Answer the questions below:Define family structure and family dynamics.List and describe two (2) types of communication patterns followed by families.Describe the three (3) types of decision-making processes utilised by families.
The family is considered as the family support which involves a couple which provide support and care to their biological offspring. Family dynamics is described as the pattern of interaction between the different members of the family.  
The communication pattern followed by the families are:Consensual: In this pattern the families encourage to speak up as well as expects the children to follow their wishes. Pluralistic: In this the children are allowed to talk their heart out without any restrictions. 
Different types of decision making process that are utilised by the families:Joint decision making: Where each and every member of the family contributes to make a decision. Husband decision making: Where husband have the authority to take major decision of the family (Elwyn et al., 2017). Unilateral decision making: Any member of the family is allowed to take the decision. 
Complete the table below by providing the:brief history (if applicable)protocols & systemsconsiderationsspecial needsof the following diverse client/population:Aboriginal and/or Torres Strait Islander peoplechildren and young peopleculturally and linguistically diverse (CALD)lesbian, gay, bi-sexual, transgender, intersex (LGBTI)older peoplepeople experiencing or at risk of homelessnesspeople with a disability

Aboriginal and/or Torres Strait Islander people
HistoryProtocols & systemsGuidance: Provide at least three (3) cultural protocols & systems that may apply when working with ATSI people.ConsiderationsGuidance: Provide at least three (3) things workers need to consider when working with this group.Special needsGuidance: List any needs that may relate specifically to the ATSI people, i.e., support, type of services, etc.
They are considered as the Australia’s first people. They have originated from Melanesian and have their particular identity, traditions and culture and are referred to as indigenous. They have given proper acknowledgement to share their culture.Maintain privacy of their cultural practice and their knowledge. They should be recognised as primary guardians. By providing respectMaintaining privacy Use of appropriate language while communicating. Mental support should be provided. Health care facilities should be provided. Discrimination and bullying avoided. 
Children and young people
HistoryProtocols & systemsGuidance: Provide at least three (3) agreed protocols for collaborative practice in child protection.ConsiderationsGuidance: Provide at least three (3) things that workers need to consider when working with children and young people.Special needsGuidance: Provide at least three (3).List any needs that may related specifically to children and young people, i.e., support, type of services, etc.
**No need to fill out this columnEnhancing relationship based on trust and respect. Wellbeing and safety of the child is ensured.Shared decision making is contributed.Why they are listened?Specific skills that are required to work with childrenUse effective communication skill.  Emotional support should be provided.They should be acknowledged about policy and legislationAwareness regarding the risk factor of the child abuse is created.  
Culturally and linguistically diverse (CALD)
HistoryProtocols & systemsGuidance: Provide at least three (3) that may apply when working with culturally and linguistically diverse individuals.ConsiderationsGuidance: Provide at least three (3) things workers need to consider when working with CALD individuals.Special needsGuidance: Provide at least three (3).List any needs that may related specifically to working with CALD clients.
Culturally and linguistically diverse means the population who have settled either permanently or temporarily are non-English speaker populations. Safety to the Culturally and linguistically diverse population. Medical facility accessNon-violence and discriminationUse of appropriate languageRespect and dignity. Privacy should be maintained.  Culturally safe environment. Mental and physical health is to be improved. Emotional support.
Lesbian, gay, bi-sexual, transgender, intersex (LGBTI)
HistoryProtocols & systemsGuidance: Provide at least three (3) that may apply when working with LGBT individuals.ConsiderationsGuidance: Provide at least three (3) things that workers need to consider when working with LGBTI individuals.Special needsGuidance: Provide at least three (3). List any needs that may relate specifically to working with LGBTI clients.
Lesbian, gay, bi-sexual, transgender, intersex are referred to as the population who have different biological function. In Australia, they are dominated and discriminated from a long time  They are encourages to share their needs. Policies that stops the discriminationHealth outcomes should be enhanced.  Their sentiments should not hurt. Mental and physical health should be taken care of. Using effective communicationEmotional supportSafe environment that is free from discrimination and bullying. Sexual abuse avoided.
Older people
HistoryProtocols & systemsGuidance: Provide one (1) prevailing protocol in your state/territory that responds to the service needs of older people.ConsiderationsGuidance: Provide at least three (3) things that workers need to consider when working with the elderly.Special needsGuidance: Provide at least three (3). List any needs that may relate specifically to working with older client.
**No need to fill out this columnState/territory: New South WalesProtocol/systems: The Aged care Act 1997 Dignity should be maintained. Person centred care is to be provided.Neglect, abuse, and poor care should be avoided and reported. Emotional support should be providedFinancial support Accessibility enhanced. 
People experiencing or at risk of homelessness
HistoryProtocols & systemsGuidance: Provide one (1) prevailing protocol in your state/territory that responds to the service needs of people experiencing or at risk of homelessness.ConsiderationsGuidance: Provide at least three (3) things that workers need to consider when working with people experiencing or at risk of homelessness.Special needsGuidance: Provide at least three (3). List any needs that may relate specifically to working with people experiencing or at risk of homelessness.
**No need to fill out this columnState/territory: NSWProtocol/systems: to ensure that they are treated with dignity and respect.  They should not be judged on basis of their homeless nessTheir behaviour is different from that of the other individual. Engaged to provided medical supportEmotional and mental support Should be aware of the polies that protects them Financial support.  
People with a disability
HistoryProtocols & systemsGuidance: Provide one (1) prevailing protocol in your state/territory that responds to the service needs of people with disability.ConsiderationsGuidance: Provide at least three (3) things that workers need to consider when working with people with a disability.Special needsGuidance: Provide at least three (3). List any needs that may relate specifically to working with people with a disability.
**No need to fill out this columnState/territory: New South WalesProtocol/systems: “Responding to Needs of People with Disability during HospitalisationInformed consentPrivacy and autonomyEffective communication Person centred service Accessibility or walking aidsAdjustments according to their needs 
List three (3) examples of each of the following as they apply to Community Services in your state/territory:Specialist services and support availableNetworks availableExamples of local services and supports available in your state/territory
Specialist services and support Multicultural Problem Gambling Service for NSAlcohol and Other Drugs Information Service (ADIS) telephone servicesACON 
NetworksWith other organizationParticipation in other web based seminarProject, research and initiatives (Newman, 2018) 
Local services and supportsState/territory: New South WalesExamples: Sydney community serviceIntensive family preservationSunny field support service 
Explain the following formal processes used in case management for information sharing and planning? Case conferencesCase review meetingsFormal briefings on client progress
Case conferencesIt is a meeting which is conducted between the client, case managers and other stake holders involved to make any important decision related to case  
Case review meetingsMeetings which is conducted with the client to review the important information of the case (Kim et al., 2018).  
Formal briefings on client progressThese can be conducted face to face or on telephone with clients in order to brief the progress of the case 
What are the relevant documentation protocols/requirements observed by Community Services case managers?
Client informationServices needed by clientNeeds and preferences of the client
What are the strategies used by a Community Service organisation in monitoring and reviewing case work activities and processes.
Strategies used by the community service organization in reviewing and monitoring the case activities: Monitor their case planReview action plans/goalsLiaise with other service providers and Conduct regular client/case manager meetings.
What are the rights of the client, family, community, and organisation in the decision-making and case management process?
The rights of the client:Client has the right to make the decision and to modify it if he/she is not satisfied with the result.  
The rights of the client’s family:They have the right to get all the information regarding the case management.
The rights of the community:The community have the right to get acknowledged that the case management is providing no harm to the community members.
The rights of the organisation providing services:They have the right to decide the roles and responsibilities of the case managers as well as decides the time to provide input and follow-up  
Every individual has their own value system which may have an effect on the case management process. Briefly discuss how the individual value systems of the client and workers/key stakeholders can impact on case management outcomes.
ClientThe client’s value based system requires the client’s own value system to determine their unique outcomes
Worker and key stakeholdersThe value based system of the workers is that they should be paid according to the standard pay rates and impose their own values onto a client, but in doing so ensuring that they respect others values and beliefsThe value based system of the stakeholders is their investment should get maximum return  

II. Workplace Evidence

This part of the RPL Kit requires you to provide evidence from the workplace.  The evidence could be from your current workplace or one that you have recently been involved in however it must be in the community services sector whilst performing the role of a case manager.You may need to obtain permission from your workplace supervisor to be able to submit the documents requested.  Please also ensure that you maintain confidentiality and remove or cross out any identifying names etc. on the documentation.This documentation is to demonstrate that you have the skills and knowledge required to undertake case management meetings to plan, monitor and review service provision.This unit of competency requires you to provide evidence of completing the following:Determine appropriate response to case management in accordance with organisation and legislative requirementsConduct case management meetingsDevelop an appropriate case management planMonitor and review case work activities and processesDevelop, facilitate and review all aspects of case management for 3 clients 
  1. A. Evidence to be Submitted
It is recognised that individual services/organisations may utilise different formats of forms and record keeping.  However, each organisation utilising a case management approach, will have documentation that meets the following requirements.If asked to supply documentation, please upload a completed copy of each of the following forms (or workplace equivalent) remembering to protect client privacy.  Alternatively, the candidate may wish to complete a form using a fictitious client and scenario.  The skills workbook (Subject 7) for this qualification includes blank templates that may be utilised if required.If you have any further questions about this evidence, please contact the trainer/assessor and discuss further. For this unit – complete evidence is required to show that the candidate has developed, facilitated and reviewed all aspects of case management.  The requirement of the qualification is that that this is evidenced on at least three occasions.Therefore please provide three separate copies of each requirement when requested.Here are the areas to be addressed and following are the documents requested to evidence completion of this.
Determine appropriate response to case management in accordance with organisation and legislative requirementsDevelop and utilise case management processes in accordance with statutory requirementsImplement appropriate processes to enable the client to set goals and participate in case management processesIntegrate appropriate cultural considerations into all aspects of case management planningProvide information on rights of appeal and avenues of complaint so the client understands rights and responsibilities
Conduct case management meetingsFacilitate information sharing with the client and establish an appropriate rapportIdentify and agree client and worker roles, responsibilities, boundaries and processes of service deliveryDetermine and agree organisation, family and community needs, responsibilities and rights
Develop an appropriate case management planCollaborate with the client to identify strengths, abilities and goals and develop an agreed approach to case managementDevelop a case management plan to reflect initial assessment of needsWork with the client to identify the full range of immediate, short and long term needs of the client and other relevant partiesEstablish and agree on processes to monitor and change case planIdentify strategies to deal with complex or high risk situationsMatch requirements of case plan to experience, workload and geographical location of worker or service providerAssist clients to set and achieve realistic targets for change or action and to take personal responsibility
Monitor and review case work activities and processesImplement strategies to regularly monitor the effectiveness of case management processes against agreed goals, service provision and client and stakeholder satisfactionAssess the need for changes in case plan and develop strategies for appropriate alternatives and/or ongoing interventionsNegotiate with relevant parties any proposed changes arising from case reviewDocument all case work intervention in compliance with evidence based practice and confidentiality requirementsImplement case closure in accordance with organisation procedures