About this resource
Case management works best when people know what to expect. This explainer covers what case management is, what clients can expect from their worker, their own role and responsibilities, privacy and its limits, how to give feedback and how case management ends.
Purpose
To help clients understand case management and their rights within it.
Who it is for
Primary profession: Community services and case workers. Also relevant for social workers, youth workers.
Client or participant group: Clients starting case management.
Practice setting: Community, housing and youth services.
Suggested uses
- Intake
- Information packs
- First meetings
- Service agreements
Instructions for practitioners
- Go through it at the first meeting.
- Adapt to your organisation's policies.
- Explain privacy limits clearly.
- Invite questions.
Instructions for clients or participants
- Read the explainer.
- Ask questions.
- Tell us if something is not working.
Accessibility considerations
Plain language. Offer translations.
Scope and limitations
General information. Adapt to your organisation's policies.
Research basis
Human rights frameworks and research on the dignity of risk support people's right to make their own choices, including choices that involve some risk. Case management practice standards describe assessment, planning, coordination, review and planned exits with the person at the centre.
- Case Management Society of Australia and New Zealand. (2013). National standards of practice for case management (3rd ed.). https://www.cmsa.org.au/
- Ibrahim, J. E., & Davis, M. (2013). Impediments to applying the ‘dignity of risk’ principle in residential aged care services. Australasian Journal on Ageing, 32(3), 188–193. https://doi.org/10.1111/ajag.12014
- United Nations. (2006). Convention on the Rights of Persons with Disabilities. https://www.ohchr.org/en/instruments-mechanisms/instruments/convention-rights-persons-disabilities
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
