Provision of CCS Services is underpinned by the following principles:

A single point of contact – the relationship with the Case Manager is the foundation on which the Case Management process is based, working in partnership with the individual and their family or carer. 

Client participation – Clients are active participants in the Case Management process.

Life strengths approach – acknowledges that every individual has strengths that should be the focus of the interaction between the Case Manager and the Client. The delivery of Services draws upon Client strengths so they can achieve the optimum level of independence and participation in the community.

Collaboration – Case Managers work collaboratively with other service providers and professionals involved with a Client to ensure the best possible outcomes for that person. Case Managers communicate effectively, and work transparently, cooperatively, and professionally with any other case managers or professionals who deal with the Client.  It is vital that all involved parties are able to work together in a coordinated, cooperative and transparent manner in the best interests of the Client.

Professionalism – Clients receive services from appropriately trained and skilled Case Managers who deliver Services in accordance with relevant industry standards, codes and guidelines.

Individualised – mutually agreed upon support goals with Clients receiving the appropriate level and type of support according to their needs and personal circumstances. 

Continuity of care – Services are delivered in an orderly and uninterrupted manner and Clients are satisfied with both the interpersonal aspects of care and the coordination of that care.

Sustainable Client outcomes – Services delivered are consistently of a high quality and focused towards transitioning Clients to independence and/or to the mainstream service system in a sustainable manner. The budgetary and any other constraints Clients may have are considered under this approach.

Resourcefulness – Case Managers draw upon all available resources, both formal and informal, to provide support in the most cost effective manner.

Flexibility – support is delivered in a way that suits individual Client needs and varied according to the changing needs of the Client.

Confidentiality – is maintained at all times in accordance with legislative requirements and program standards.

Respect – Clients are individuals who have the inherent right for respect of their human worth and dignity.

Culturally appropriate – Case Managers have the skills to work appropriately with Clients from culturally and linguistically diverse backgrounds and Case Management services are sensitive to and respectful of the cultural and linguistic background as well as the spiritual/religious values of Clients.  Information is communicated accurately to Clients and Clients have the opportunity to communicate their needs in the language of their choice.

Accountable – Case Managers ensure that any brokered services are delivered to the required professional standards and in accordance with the CCS Principles.