Unit of competency details

CHCCSM010 - Implement case management practice (Release 1)


Usage recommendation:
Supersedes and is equivalent to CHCCSM002 - Implement case management practiceEquivalent. Unit Code changed. Minor word changes throughout. Additions to Assessment Conditions. 07/Dec/2022

Release Status:
ReleaseRelease date
1 1 (this release) 08/Dec/2022


SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 090501 Social Work  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 090501 Social Work  08/Dec/2022 
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Unit of competency

Modification History

Not applicable.


This unit describes the performance outcomes, skills and knowledge required to develop and implement a plan for case management.

Workers at this level demonstrate autonomy, well developed judgement, adaptability and responsibility, and are typically already experienced in working intensively with people requiring support.

This unit applies to work in a range of health and community service sector contexts.

The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit


Competency Field

Case Management

Unit Sector

Community Services

Elements and Performance Criteria



Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Initiate case management process.

1.1. Confirm eligibility of person for case management and match their profile against service eligibility criteria.

1.2. Inform the person of all rights and responsibilities and obtain person’s consent to involvement in case management.

1.3. Collect information about the person, maintain confidentiality and privacy, and minimise duplication.

1.4. Prioritise person-centred and strengths-based needs and pursue relevant, achievable time-framed goals.

1.5. Ascertain specific cultural needs of the person to provide appropriate services and support for their development.

1.6. Recognise and respect the person’s right to self-determination within legal parameters.

1.7. Identify social, economic, housing, personal and family factors that may influence the persons health, wellbeing, and level of independence.

1.8. Discuss with the person the case management process, the complaints and appeals processes and the service criteria for exit.

1.9. Estimate the level of case management support required to implement the person’s plan and discuss with all relevant parties with the person’s consent.

2. Identify and consider possible solutions to complex issues.

2.1. Identify ethical issues and questions about aspects of case management and resolve in line with organisational guidelines and regulatory requirements.

2.2. Identify complex issues relating to funding of service provision and administer resources within relevant regulatory framework.

2.3. Apply ethical practices to uphold autonomy, dignity, privacy and rights of the person.

2.4. Advocate for person-centred solutions to complex identified needs at service delivery and policy-making levels.

2.5. Collaborate with others to meet person’s needs, achieve goals and optimise outcomes.

3. Develop plan of action to address identified priorities.

3.1. Use person’s identified goals and needs assessment to develop and agree on a plan of action.

3.2. Support and develop the person’s ability to independently access alternative resources to address needs.

3.3. Conduct research to establish an informed plan of action.

3.4. Address barriers that may restrict the person’s ability to meet identified goals and determine strategies to minimise their impact.

3.5. Plan actions that are within person’s financial resources.

3.6. Convene and participate in case conferences with the person, service providers, family, carers, natural supports and others identified by the person.

3.7. Seek and obtain the person’s consent to undertake any referrals to other services and organisations.

3.8. Provide the person with timely information about available service options and support them to make informed decisions and exercise choice in all stages of the case management process.

3.9. Document the person’s goals and determine how effectiveness of interventions will be measured and evaluated.

4. Monitor service provision and coordination.

4.1. Communicate with service providers to review the individualised case management plan and adjust to optimise outcomes.

4.2. Advocate for service system improvements and identify and communicate gaps and inadequate services to program managers.

4.3. Adjust services, supports and resources according to person’s needs and financial parameters.

4.4. Document and report to relevant organisation or funding body the implications from any variations to expected plan.

5. Evaluate outcomes.

5.1. Undertake periodic reassessment and evaluation of outcomes against expected outcome.

5.2. Obtain information from person, service providers, funding bodies and case managers to determine progress and evaluate against identified goals in the plan.

5.3. Evaluate the effectiveness of plan adjustments to address person’s ongoing situation and changing needs.

5.4. Evaluate the effectiveness of case management processes and service delivery, including person’s satisfaction and costs against benefits.

5.5. Work with the person to evaluate ongoing support needs to meet their goals, including review of parameters for disengagement.

5.6. Evaluate financial outcomes of adjustments to plan.

5.7. Identify opportunities for the person to maintain or develop independence from any aspect of the plan.

5.8. Document and report person’s outcomes and satisfaction in accordance with organisational policies and procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.



Oral communication skills to:

  • participate in a variety of spoken exchanges with a range of audiences varying structure and language to suit the audience.

Reading skills to:

  • interpret a variety of text to determine and confirm task requirements.

Unit Mapping Information

Supersedes and is equivalent to CHCCSM002 Implement case management practice.


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53


Assessment requirements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

  • implement case management practice for three cases involving people with a diverse range of needs, goals and barriers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • case management practice and approaches:
  • person-centred
  • evidence-based
  • holistic
  • inclusive
  • strengths-based
  • contemporary case management models and practices
  • current national standards for practice of case management
  • wide range of services and resources available for case management
  • components of service delivery system
  • funding processes and bodies related to provision of relevant services and resources
  • characteristics and needs of identified population
  • nature and significance of service setting
  • legal and ethical considerations relevant to case management and how these are applied in organisations and individual practice:
  • professional standards
  • code of ethics
  • duty of care
  • voluntary assumption of risk
  • informed consent
  • privacy, confidentiality and disclosure
  • mandatory reporting
  • documentation requirements and practices
  • resources and services available within the community
  • case management processes:
  • complexity of person’s circumstances or needs
  • complex range of issues involved in addressing person’s needs
  • involvement of multiple service providers
  • longevity of case management process
  • factors contributing to complex needs:
  • available services and collaboration requirements between service providers
  • needs that may not be met by currently available services and resources
  • family and carer needs that require additional services
  • health conditions
  • housing and financial problems
  • alcohol and drug use
  • barriers that may restrict person’s ability to meet identified goals:
  • physical and mental health and wellbeing
  • impacts of trauma
  • legal or regulatory constraints
  • incidents or accidents
  • cultural barriers
  • service provider issues
  • eligibility criteria
  • housing
  • financial problems
  • alcohol and drug use
  • health.

Assessment Conditions

Skills must be demonstrated in the workplace, with the addition of simulations and scenarios where the full range of contexts and situations have not been provided in the workplace.

Assessment must ensure:

  • access to facilities, equipment and resources that reflect real working conditions and model industry operating conditions and contingencies
  • use of case management plans
  • access to organisational standards, policies and procedures
  • links to other local service agencies or organisations
  • opportunities for engagement with people involved in case management.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53