Introduction

Workplace: Disability Care Facility/ Organisation

Role: Case Manager

I. Skills and method in conducting case management

meetings.

The most important role of a case manager is to be able to

provide his or her clients with access to services suitable to
their needs (even wants), health needs in particular. To be
able to do this, a case management meeting should be
conducted. Hence, the case manager should be equipped with
the right skills and is adept in conducting such. He or she
must take into consideration the following steps:

a. Preparation

- set procedures (i.e. allotted time, minutes to be taken,

etc.)
- set meeting place, date and time
- decide who will be invited (case manager, secretary,
service provider, client, client’s family/ guardian)
- consider language/ communication barrier (engage the
services of an interpreter if needed)
- prepare the subject/ agenda points

b. During the meeting

- introduce each and everyone present in the meeting

- clear and complete introduction of each agenda points
(i.e. needs and wants of the client, funding, barriers [if
any], etc.)
- stimulate discussion and participation by participants
- summarize the discussion for clarification at regular
intervals
- point at similarities and contradictions in the discussion
- indicate how results will be implemented

c. The work after the meeting

- keep track of implementation of action points (whereby
the case manager coordinates the process, consults
informal carers and key service providers to ensure that
the plan is developed appropriately, clearly contracted
and monitored for effective and financially accountable
service provision based on specified and desired
outcomes)
- verify that the minutes are distributed after one (1) week

II. Boundaries and processes within services

delivery are identified.

Organisational policies and protocols may vary according

to services provided or according to the organisation’s
objectives, missions and vision. With regard to disability
care facility, policies on the following areas are given
emphasis to ensure quality service to clients and
harmonious relationship between the organisation and its
staff and most importantly with the clients.

a. Staff Grievance
b. Occupational Health and Safety
c. Privacy and Confidentiality
d. Code of Conduct
e. Disciplinary
f. Dress Code
g. Workplace Violence and Bullying
h. Medication
i. Infection Control/ Standard Precaution
j. Good Nutrition and Food Safety
k. Client Money
l. Timesheets
m.Identification Cards
n. Manual Handling
o. Human Rights and Freedom from Abuse
p. First Aid
q. Complaints Relating to Service
r. Information on other Services
s. Smoking
t. Alcohol and Drug Policy
 u. Equal Opportunity Policy
v. Occupational Rehabilitation Policy
w. Human Relations and Sexuality Policy
x. Incident Management Procedure

III. How your organization protects and individual

and family rights.

The rights and responsibilities of each and everyone

involved in the case management meeting should be
identified, discussed and be made clear to everyone to avoid
misinterpretations and issues/ problems in the future. Below
are some examples of rights and responsibilities.

Clients Rights

a. Access to all information about themselves held by the

service provider;
b. Be involved in discussions about their assessment and
support plan. They should be informed of all the options
available and any fees charged;
c. Be made aware of the standard of service they can
expect;
d. Be provided with services in a safe manner which
respects the dignity and independence of the client, and is
responsive to the social, cultural and physical needs of the
client;
e. Access to services should be decided only on the basis
of need and the capacity of the service to meet that need.
Clients have the right to refuse a service and that refusal
should not prejudice their future access to services;
f. Right to complain about the service they are receiving.
They should be made aware of the organisation's grievance
procedure;
g. Clients' choices should be discussed and included in the
planning and evaluation of the service received; and
h. Privacy and confidentiality should be protected.

Responsibilities:

a. Provide accurate information to case managers and

service providers;
 b. Follow service providers’ rules to ensure safety to self
and others (i.e. support workers, etc.);
c. Involvement and commitment in designing in the plan of
care;
d. Keep appointments unless something unexpected
happens;
e. Respect the privacy of service providers;
f. Treat staff/ support workers with respect and dignity;
and
g. Take responsibility for the results of any decisions they make.

On the other hand, service provider (i.e. disability care

facility), is responsible and expected to ensure that clients are
given and provided with:

a. quality care/ services;

b. qualified and well-trained staff
c. culturally sensitive staffs (coordinators, support workers,
etc.);
d. access to information and other necessary records;
e. privacy and confidentiality; and
f. best treatment without discrimination.

Specifically, support workers’ duties and responsibilities are

as follows:

a. Maintain interpersonal communications with clients and

their families and provide advisory, social and emotional
support services;
b. Promote the maximum physical and social integration
through the participation of clients in the life of the
community and the ensure access in the community;
c. Observe safe working practices;
d. Demonstrate commitment in day to day work to assist in
contributing to high quality, safe, flexible and consistent
support to clients;
e. Be aware and comply with the organisation’s policies and
procedures;
f. Ensure compliance with the organisation’s Occupational
Health and Safety policies and procedures, including the
reporting of incidents; and
g. Maintain confidentiality of information and records of the
organization.

Case Manager’s Responsibilities:

a. Serves as an advocate for his/ her clients;

b. Responsible for making an in depth assessment of a
client's needs; and
c. Refers clients to resources that will meet or satisfy their
needs.

IV. Identification and integration of statutory

requirements.