a) What is case management?   


There are many definitions of case management:

One definition from The Case Management Society of Australia in "National Standards of Practice for Case Management" is:

  • Case management is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual's health needs through communication and available resources to promote quality cost effective outcomes.
  • "health needs' is placed within a social model of health which includes addressing the social and environmental determinants of health, in tandem with biological and medical factors.

A second definition is:

ADHC's definition of case management is:

  • a collaborative process in which an individual's needs are assessed, a plan is developed and services are agreed upon which are tailored to meet individual needs. Progress is monitored and reviewed;
  • focussed within DADHC on people with a disability and their families; and
  • provided by professional staff with appropriate training, skills and experience.

Case Management aims to:

  • enhance the quality of life of the person with a disability by assisting them to achieve their chosen lifestyles and life goals through individualised planning and support coordination.


The generic phases of case management are:

  • engagement and relationship building;
  • information collection and assessment;
  • planning and prioritisation of needs;
  • allocation, development and negotiation of resources;
  • implementation of a plan;
  • monitoring of the plan; and
  • review of the plan, case closure or reassessment.


ADHC describes its case management framework in:
New directions in Case Management 2008-10 The Case Management Framework August 2008 PDF
Case Management Practice Policy Version 1.0 November 2009 PDF