1. 10 One of the underlying responsibilities of the case manager is to protect the rights of theclient.Listthree(3)specificclientrightsthatacasemanagermustalwayskeepinmind.

1. 11 It is crucial to make sure that clients are aware of how their information are handled andmanagedintheprocessofcasemanagement.Outlinetheprivacyandconfidentialityrequirements that clients must be informedof as they engaged with case managementprocess.

1. 12 Clients have the right to make a complaint if they are dissatisfied with any area of servicedelivery.Itisthecasemanager'sresponsibilitytoensurethattheyclearlyexplainthepotential avenues for making a complaint according to the procedures of their organisation.Imagine that the Information Sheet your organisation distributes to clients (which reflectsyourorganisation's policiesand procedures)states:YourorganisationrequiresyoutonotonlyprovideyourclientswithanInformationSheetbuttoalsoprovideabriefverbalexplanationofthecomplaintsprocessduringyourfirstmeetingwith the client. In the space below, write what you would say to a client during your initialmeetingtoexplaintheiravenuesofcomplaintandrightsofappeal. 1.13 Case managers must possess a solid understanding of their duty of care responsibilities,particularly when working with clients who may face risk issues.Complete the table belowby providing a brief description of the following risks/concerns and responsibilities of a casemanagerinmanagingtheseissues.

Concerns	DescriptionofRisk/Concern	Responsibilities
a)Childprotection
b)Domesticviolence
c) Suicide
d) Elderabuse
e) Persons withdisabilities

1. 14 There are four evidence-based best practice approaches to case management that casemanagersshouldbefamiliarwith:strengths-based,rights-based,person-centred,andneeds-based. Complete the table below by providing a brief description of each of the fourapproaches.

Approaches to CaseManagement	DescriptionofApproach
a) Strengths-basedapproach
b) Rights-basedapproach
c) Person-centredapproach
D) Needs-basedapproach

1. 15 a Ineachofthefollowingscenarios,identifyhowyouwouldimplementthesuggestedapproach.Imagine that you are a case manager working with Mary. Mary is a 25-year-old womanwho has come to your organisation for support with mental health concerns (socialanxiety). Mary tells you that she has a lot of trouble making friends. She discloses thatshehastriedtoengageinsocialgatherings,howevershegetspanicattacksandbecomestoo embarrassed to return. You have discussed all of the approaches with Mary, andtogetheryouhavedecidedthatastrengths-basedapproachwouldbemostappropriate.Using a strengths-based approach, what are two (2) strategies you would use to supportMarywithinthe case managementprocess?

b Imagine that you are a case manager in a local employment agency. There have beenseveral complaints made by clients in the last few months raising some concerns withinthe agency that client rights may be being violated as they are accessing services. Youhave been assigned to a team to ensure that your agency is promoting rights-basedpractice. What are four (4) organisational policies and/or procedures your team shouldconsider to ensure that the rights of clients are being upheld in all aspects of servicedelivery?

c Imagine that you are working for a community organisation that supports people withintellectualdisabilities.Yourclient,Bernard,is19yearsoldandhastomakethetransitionfrom his parent's home into an adult care centre. His family has requested your supportin making this transition. Discuss two (2) principles that you would need to uphold toensureyouarepracticingfroma person-centredapproachinyourworkwithBernardandhis family.

d Imagine that you are a case manager within an organisation that supports clients at-riskof homelessness. Jamila, a 20-year-old woman has just come to see you for an initialappointment. During your assessment, she discloses that she has been sleeping roughforthelastsixmonths.Shealsodisclosesthatshehasbeenhuffinggasoline,and,despitewanting to quit, she says that huffing helps her forget about her pain. She tells you thatshe has been both physically and sexually assaulted while sleeping rough, but that theseincidents were never reported to the authorities. Based on information you obtainedthrough the assessment, what are two(2) of Jamila'sneeds that wouldneedtobeaddressedusingtheneeds-basedapproach?

1.16 Itisalsoimportantforcasemanagerstomakesuretheyworkfromanevidence-basedapproachwithclients.

a Identifythree(3)importantconsiderationswhenmakingevidence-baseddecisionsinclientwork.

b Briefly outline how a case manager could implement or comply with evidence-basedpractice requirements in the process of case management.

1.17

The following questions require you to draw upon all of the knowledge and skills you have learnedthroughoutthis sectionof the StudyGuide.

Bethisanewlygraduatedcasemanagerworkingforabusycommunityservicesorganisation.Beth's organisation employs an intake officer who collects some basic client information topass onto the case manager prior to the initial appointment. The intake officer collected thefollowinginformationaboutBeth's new client,Joy:

• Joyis a32-year-oldsingle motherwiththree sonsaged8,6,and 4.
• Joyworkspart-timeasacashierinasupermarketbutherworkhourswerecutbacksixmonthsagoandshehasbeenhavingsignificantfinancial problemssince.
• Joyisbehindinherrentandisgrowingconcerned thatshe maysoongetevicted.
• Joycontactedtheorganisationforassistanceinfindinganaffordablerentalhome.
• Joy also reported that her eldest son has been behaving "badly" and that she needssomehelptomanagehisbehaviour.Joymentionedthatsometimeshisbehaviorgetsso bad thatshe has to"thumphimbackintoline".
• Joy said that she is originally from Papua New Guinea and, while she has lived inAustralia for 10 years, she has no other family here and is struggling to manage herson's behaviour as he grows up. Particularly, her son's behaviours became worseafterJoycameoutasalesbian.After reviewing the intake information, Beth concludes that Joy simply needs a second job.BethreasonsthatifJoyearnsmoremoney,shewillbeabletopaytherent.Thiswouldrelievethe stress and tension in the household, which should, in turn, also resolve the eldest child'sbehaviouralproblems.Assuch,whenJoyarrivesforherappointmentBethimmediatelytellsJoythatshewillreferhertoherlocalemploymentsupportagencyandthattheywillhelpherfind a second job. Beth then advises that she will also make Joy an appointment with one ofthe financial counsellors employed with the organisation who will be able to help Joy "bettermanageherfinances".
• a Brieflyoutlinetwo(2)thingsthatBethdidduringthisappointmentthatwereinappropriatebaseduponherroleandresponsibilitiesasacasemanager.
• b Imagine that, instead of Beth, you were assigned to work with Joy. Briefly outline whatyou would do during your initial appointment in order to effectively work with Joy andensureherparticipationinthegoal-settingandcasemanagementprocess.

c- List three (3) specific questions you might ask Joy during your initial interview to helpbetterunderstandhersituationandengageherintheprocess.

d ConsiderJoy'sstatementthatherson'sbehaviorgetssobadthatshehasto"thumphimback into line" sometimes. Identify a relevant statutory or legal requirement and explainhowthisisusedtoinformyour work with Joyinrelation tothisstatement?

i) Relevant statutory/legalrequirement
ii) How do you plan to work inaccordancetosuchrequirement

e Imagine that you Joy's case is now assigned to you. Discuss one (1) relevant diversityconsideration and how you will incorporate such consideration into case managementplanning.