Contents
About this document 4
Student details section 4
The community services work environment 5
Workplace hours 6
Responsibilities 6
Evidence collection 7
Section 1: Determine response for case management 9
Section 2: Conduct case management meetings and develop case management plan 18
Section 3: Monitor and review case work activities and processes 24
Section 4: Supervisor report 28


About this document
This document is to be used as a portfolio to collect evidence for the unit CHCCSM013 Facilitate and review case management.
Student details section
Fill in the table below:
Student name:
Name of RTO:
Trainer/assessor name:
If this portfolio is found, please contact me using the details below:


The community services work environment
Many units in your course will require that you demonstrate your skills and knowledge in a work setting. Some units will require simulation before working with real people, and some units will require an actual workplace which could be the workplace in which you are employed or a work placement that you are completing as part of your course due to an hours requirement.
Some units will not specifically require a workplace, but only require a work setting, which could be a clinical/practical environment that has been set up in your RTO.
For consistency and to avoid confusion, we use the term ‘work setting’ for units that do not require a real workplace but could be completed in either the workplace in which you are employed, the work placement you are completing as part of your qualification or the clinical/practical environment.
The two different types of work settings are:
Workplace/work placement Clinical/practical environment
A real workplace. This may be a workplace you are currently employed in or it may be an unpaid work placement. An environment set up or organised by your training organisation that reflects a work setting and simulation is used.
You will be working with real clients and colleagues. Clients and colleagues may be role played by trainers at your training organisation or by your classmates.
You will have access to all the equipment and resources required for the work you are doing. Your training organisation will have ensured that the environment has all the equipment and resources required for the work you are doing. Examples may include, depending on the course you are completing, wheelchairs, lifts, hoists, beds, showering and toileting aids, etc.
You will have access to policies and procedures and other forms and documentation used by the organisation. Your training organisation will have ensured that the environment has all the required policies, procedures and other forms of documentation required.
Your assessor will visit the work setting to observe you as you work as part of your assessments, and complete an observation checklist. Your assessor will observe you in this environment.
You will be supervised by an employee of the organisation. Your supervisor will be your assessor.
Your supervisor will complete any supervisor reports and sign off your Portfolio entries to confirm you have completed the requirements. Your assessor will complete the supervisor report and sign off your Portfolio entries as they are acting as both your supervisor and your assessor.
Note: Depending on the course you are undertaking, you may in fact not be required to complete your assessments in a real workplace. Refer to your Student Assessment Tasks for more information as the requirements will be clearly listed in this document. As always, if you are unsure, speak to your assessor.
Workplace hours
Some units and qualifications in your course may require you to complete a specific number of hours in a workplace. This information will be provided to you in your Student Assessments Tasks. Your User Guide will provide you with information about which units have an hours requirement.
You will use your Workplace Hours Logbook to record the hours and the activities you complete in the work setting.
This unit requires you to perform the activities outlined in the performance criteria of this unit during a period of at least 100 hours of work within a workplace. These hours cannot be completed concurrently with hours specified in any other unit of competency.
Responsibilities
You are always expected to comply with all of the organisation’s policies and procedures for their staff members and follow your supervisor’s instructions.
If you are completing a work placement, you will receive the required information about working hours, dress requirements and specific guidelines from the organisation before you begin and will sign a work placement agreement prior to starting. If you’re unsure of anything then speak to your trainer/assessor and ask questions when the placement arrangements are being made. You may undertake more than one placement at a different facility – this will all be arranged with your trainer/assessor and made clear to you during this time.
Your work placement supervisor will arrange an induction for you where the expectations will be outlined and the limitations of what you are able to do while you are at your work placement.


Evidence collection
In this section, the details of the evidence you need to collect are outlined along with instructions about what you need to do.
Icon key
Assessor: this icon indicates that the assessor needs to observe this at the workplace visit or will be asking the student questions directly.
Student: this icon indicates that the student needs to complete this section.
Supervisor: this icon indicates that the supervisor needs to do something.
Attach: this icon indicates that you need to attach something as evidence to support what you have written.
You will need to complete these sections of your Portfolio:
Section 1: Determine response for case management
Section 2: Conduct case management meetings and develop case management plan
Section 3: Monitor and review case work activities and processes
Section 4: Supervisor report.
Note to supervisor: When you see this icon, action is required on your part. Read the student’s account of events and make a comment to confirm the truthfulness and accuracy as a form of evidence collection for the assessor. Please make sure the student is suitably supervised and that they have permission from everyone involved to engage with the client. This may include permission from the client directly or may require permission from their family member, carer or advocate.

Section 1: Determine response for case management
Answer the questions below and provide as much detail as you can. Make sure your supervisor signs off this section.
Client 1
Name of work setting:
Name of supervisor:
Client identifier:
Describe your workplace’s approach to case management. This should reflect standard procedures and legislative requirements. Explain how the approach assists clients to set goals and actively and fully participate in the case management process.
Attach any evidence that supports your response.

Document the case management processes you used for your client as per organisational policies and procedures. This must include client goal setting and full participation in the case management process. Document the processes below.
Attach any evidence that supports your response.

Describe your workplace’s complaints and grievances process. How did you provide this information to the client and ensure they understood their rights and responsibilities?
Attach evidence of your organisation’s relevant policy and procedure and any other evidence to support your response.

Explain how you considered the cultural needs and preferences of your client.
Attach any evidence that supports your response.

 Comment on and endorse Section 1.

 Don’t forget to attach any supporting evidence and any additional documentation for your portfolio. Make sure to deidentify these documents.

Client 2
Name of work setting:
Name of supervisor:
Client identifier:
Describe your workplace’s approach to case management. This should reflect standard procedures and legislative requirements. Explain how the approach assists clients to set goals and actively and fully participate in the case management process.
Attach any evidence that supports your response.

Document the case management processes you used for your client as per organisational policies and procedures. This must include client goal setting and full participation in the case management process. Document the processes below.
Attach any evidence that supports your response.

Describe your workplace’s complaints and grievances process. How did you provide this information to the client and ensure they understood their rights and responsibilities?
Attach evidence of your organisation’s relevant policy and procedure and any other evidence to support your response.

Explain how you considered the cultural needs and preferences of your client.
Attach any evidence that supports your response.

 Comment on and endorse Section 1.

 Don’t forget to attach any supporting evidence and any additional documentation for your portfolio. Make sure to deidentify these documents.

Client 3
Name of work setting:
Name of supervisor:
Client identifier:
Describe your workplace’s approach to case management. This should reflect standard procedures and legislative requirements. Explain how the approach assists clients to set goals and actively and fully participate in the case management process.
Attach any evidence that supports your response.

Document the case management processes you used for your client as per organisational policies and procedures. This must include client goal setting and full participation in the case management process. Document the processes below.
Attach any evidence that supports your response.

Describe your workplace’s complaints and grievances process. How did you provide this information to the client and ensure they understood their rights and responsibilities?
Attach evidence of your organisation’s relevant policy and procedure and any other evidence to support your response.

Explain how you considered the cultural needs and preferences of your client.
Attach any evidence that supports your response.

 Comment on and endorse Section 1.

 Don’t forget to attach any supporting evidence and any additional documentation for your portfolio. Make sure to deidentify these documents.


Section 2: Conduct case management meetings and develop case management plan
Remember to protect your client’s privacy and ensure you do not refer to personally identifiable information.
Answer the questions below and provide as much detail as you can. Make sure your supervisor signs off this section.
Client
Name of work placement:
Name of supervisor:
Client identifier:
Client profile:

Describe how you built rapport with the client. Include an example of the style of questions you used to facilitate rapport.

Outline the information you provided to the client at the outset of the meeting. As part of your response, explain how you ensured your client understood how their information would remain confidential and their rights in regards to providing consent.
Attach any evidence that supports your response.

Outline the information you provided to the client about:
their role and responsibilities
your roles and responsibilities as the case worker
client–case worker boundaries
types of services that would be/might be provided and how provision will occur.
Attach any evidence that supports your response.

In case management, it is important to work out and agree on the requirements of the organisation, the needs of the client’s family and their community, as well as the rights and responsibilities of all parties.
Outline how you explained and agreed on these requirements.
Attach any evidence that supports your response.

Outline how you worked with the client and any relevant others to determine:
immediate, short- and long-term needs, as well as those of other relevant parties such as family members
strengths
abilities
goals//targets
agreed approach to case management.
Explain how you applied a person-centred, strength-based approach to gather this information and ensure the client was comfortable, felt respected and in control of their treatment/support.
Explain how you assisted the client to set and achieve realistic targets for change or action and to take personal responsibility.
Attach any evidence that supports your response.

Outline the processes you agreed upon with the client to monitor and change their case management plan as required.
Attach any evidence that supports your response.

For some clients, there may be the need to put in place strategies to deal with complex or high-risk situations.
Document any such strategies that needed to be implemented for this client.
If they do not apply to this client, identify at least one strategy that could be applicable should this become a complex or high-risk case.
Attach any evidence that supports your response.

 Comment on and endorse Section 2.
 Don’t forget to attach any supporting evidence and any additional documentation for your portfolio. Make sure to deidentify these documents.

This must include the case management plan and any other plans developed for your client.


Section 3: Monitor and review case work activities and processes
Answer the questions below and provide as much detail as you can. Make sure your supervisor signs off this section.
Client 1
Name of work placement:
Name of supervisor:
Client identifier:
Describe the strategies you implemented from your case management plan to regularly monitor:
the effectiveness of case management processes in relation to agreed goals
the effectiveness of the services provided
satisfaction of the client and any relevant persons.
Outline the success of client achievements and service provision.
Attach any evidence that supports your response.

Outline any challenges that were identified and/or encountered.
Attach any evidence that supports your response.

Discuss how you determined whether the plan needed to be changed and/or updated. What strategies and ongoing interventions were identified?
Attach any evidence that supports your response.

Explain how you negotiated with key stakeholders about the proposed changes to the case management plan identified during the monitoring process.

Outline the processes you followed to ensure all case work interventions were correctly documented as per evidence-based practice and confidentiality requirements.
Attach any evidence that supports your response.

Describe the procedures you followed to close this case.
Attach any evidence that supports your response.

 Comment on and endorse Section 3.

 Don’t forget to attach any supporting evidence and any additional documentation for your portfolio. Make sure to deidentify these documents.

This must include the updated case management plan and any other updates to plans developed for your client.


Section 4: Supervisor report
Your supervisor needs to complete this section once all of the tasks have been completed and they have endorsed sections 1–3.
Supervisor report
The information provided by the student in their Portfolio is an accurate reflection of their actions. Yes No
During the activities described in their Portfolio the student:
determined a suitable case management approach for each client based on organisational and legislative requirements? Yes No
assisted each client to articulate their needs and set targets to inform the case management plan? Yes No
established rapport with each client? Yes No
conducted case management meetings for each client following workplace procedures? Yes No
documented a case management plans following organisational procedures? Yes No
monitored and reviewed the case management plan and made changes as required? Yes No
documented all case work interventions as per an evidence based practice approach and abiding by confidentiality requirements Yes No
closed the case following all organisational procedures? Yes No

Provide the details of three situations where the student worked with a person with mental illness from a trauma-informed care perspective.

Do you have any feedback for the student?

The student has permission to submit the information contained within the portfolio for the purposes of assessment. Yes No
Tick one only:
The student has permission to submit workplace documentation to support their portfolio. Yes No
The student does not have permission to submit workplace documentation – the assessor can view these files on site. Yes No


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