A case management plan is a written, person-centred plan that sets out a client’s goals, the actions and services that will help them reach those goals, who is responsible for each step, and when progress will be reviewed. Below you will find a complete case management plan example, a simple template you can adapt, and step-by-step guidance on how to write one.
This guide from TrainSmart Australia is written for students and new workers in community services, case management, youth work and related roles who want to see what a good plan actually looks like.
What is a case management plan? The short answer
A case management plan, often called a case plan, care plan or support plan, is the working document that guides support for a person with multiple or complex needs. The Australian Institute of Health and Welfare (AIHW) describes a case plan as an individualised, dynamic written plan, and notes that case plans may also be referred to as case management plans or care plans.
A good case plan is built with the client, not written about them. It turns an assessment of needs and strengths into clear goals, practical actions and agreed timeframes, and it is reviewed and updated as the person’s situation changes.
Case management plan at a glance
| Section | What it covers |
|---|---|
| Client details and consent | Who the plan is for, consent to share information, preferred contact and cultural needs |
| Assessment summary | Key needs, strengths and circumstances across areas such as housing, health, income and relationships |
| Goals | What the client wants to achieve, written in their own words and made specific and time-framed |
| Actions | The steps needed for each goal, who is responsible and the due date |
| Services and referrals | Other services involved and how they will work together |
| Risks and safety | Identified risks and how they will be managed |
| Review | How progress will be measured and when the plan will be reviewed |
| Exit or transition | What success looks like and how support will end or change |
What should a case management plan include?
Every organisation has its own format, but most plans include the eight sections in the table above. Two details make the biggest difference to the quality of a plan:
- Strengths as well as needs. Record the person’s skills, supports, motivation and past successes, not only their problems.
- Goals in the client’s own words, made SMART. Each goal should be specific, measurable, achievable, relevant and time-bound, so everyone can tell when it has been reached.
Every action also needs an owner and a due date, and every plan needs a review date. Without these, actions are missed and clients can fall through the cracks.
Why use a case management template?
A case management template gives every worker in a team the same structure for recording client information. Templates help with consistent documentation, make it easier to track progress and deadlines, and reduce the need for clients to repeat their story to different staff.
Organisations use templates for intake forms, assessments, case plans, case notes and reporting. Many keep them in case management software, which helps teams with collaboration and reporting, while smaller agencies may use a structured case management template in documents or spreadsheets. Whatever the format, good practice is that entries are clear, dated and signed, and that information is stored securely and shared only with consent.
How do you write a case management plan? Step by step
The national unit CHCCSM010 Implement case management practice sets out the stages of case management, from initiating the process and developing a plan of action to monitoring service provision and evaluating outcomes. In practice, writing a plan usually follows these steps.
- Start the process and gain consent. Explain what case management involves, the person’s rights and responsibilities, and how complaints work. Confirm consent and agree how often you will meet.
- Complete a holistic assessment. Gather information about needs, strengths and circumstances, respecting privacy and avoiding questions other services have already asked.
- Agree on priorities. Decide together what matters most right now. Safety and basic needs, such as housing and income, often come first.
- Set goals with the client. Turn broad hopes, such as “I want my own place”, into SMART goals, such as “Move into a stable rental property within three months”.
- Plan the actions. List the steps for each goal, who is responsible and the timeframe. Keep actions small, realistic and within the person’s financial resources.
- Coordinate services. Make referrals, share information with consent, and agree who is doing what so services work together.
- Monitor progress. Check in regularly, record progress in case notes and adjust as needed.
- Review and evaluate. At each review date, look at which goals have been achieved, update the plan and begin planning for exit when the person is ready.
Case management plan example
The following example uses a fictional client to show how the sections fit together. It is simplified for learning purposes. Real plans follow your organisation’s format and policies.
Client summary
Client: Jordan, 19 years old. Referred by: youth refuge. Consent: Jordan has agreed to case management and consents to information being shared with the housing provider, their GP and Centrelink.
Assessment summary: Jordan has been staying at a youth refuge for six weeks following a family breakdown. Jordan receives Centrelink payments but has no savings. She reports experiencing ongoing anxiety and has not visited a GP in over a year. Jordan left Year 12 before completing his studies and would like to pursue further education.
Strengths: motivated to live independently, good relationship with an aunt, part-time hospitality experience, reliable with appointments.
Risks: risk of homelessness if no housing is found before the refuge stay ends. No current safety concerns identified. Mental health to be monitored.
Goals and actions
| Goal (in Jordan’s words, made SMART) | Actions | Who | By when | How we will measure progress |
|---|---|---|---|---|
| 1. “I want my own place.” Move into stable, affordable housing within 12 weeks. | Apply for youth transitional housing; register with community housing providers; prepare a rental application with references | Case manager and Jordan | Applications in 2 weeks; housing by week 12 | Applications submitted; housing offer accepted |
| 2. “I want to stop stressing about money.” Set up a weekly budget and save $20 a week for bond within 4 weeks. | Attend a financial counselling appointment; check eligibility for rent assistance and bond support | Jordan, financial counsellor, case manager | Week 4 | Budget in place; savings growing each week |
| 3. “I want to feel less anxious.” See a GP about anxiety within 3 weeks. | Book a GP appointment; discuss a mental health treatment plan; case manager to follow up after the appointment | Jordan, GP, case manager | Week 3 | GP appointment attended; referral made if recommended |
| 4. “I want to finish school.” Enrol in a course to complete Year 12 or equivalent by next intake. | Research options with a careers adviser; complete enrolment | Jordan and careers adviser | Next intake | Enrolment confirmed |
Services involved
Youth refuge, community housing provider, financial counselling service, GP, Centrelink and a careers adviser. The case manager coordinates communication between services with Jordan’s consent.
Review
First review in four weeks, then every four weeks or sooner if circumstances change. Exit plan: when Jordan is settled in stable housing with income and health supports in place, case management will step down to monthly check-ins for three months, then close.
Case management plan template
You can adapt this simple case management template to fit your organisation’s requirements.
| Section | Prompts to complete |
|---|---|
| Client details | Name, date of birth, contact, key supports, cultural or accessibility needs |
| Consent | Consent to case management and information sharing, with services named |
| Assessment summary | Needs and circumstances by area (housing, health, income, education, relationships, safety) |
| Strengths | Skills, supports, motivation, past successes |
| Risks | Identified risks and how they will be managed |
| Goal 1, 2, 3 | Client’s words; SMART version |
| Actions for each goal | Step, who is responsible, due date |
| Services and referrals | Service, contact, role, consent confirmed |
| Measures of progress | How each goal will be measured |
| Review dates | First review date and frequency |
| Exit or transition plan | What success looks like and next steps |
| Signatures | Client and case manager, with date |
What are common mistakes in case management plans?
- Writing the plan for the client instead of with them. Plans that do not reflect the person’s goals are rarely followed.
- Vague goals. “Improve wellbeing” is hard to measure. “See a GP about anxiety within three weeks” is clear.
- Too many goals at once. Focus on the most important two to four goals.
- No responsibilities or dates. Every action needs an owner and a timeframe.
- Forgetting strengths. Strengths-based plans build on what is already working.
- Letting the plan go stale. A plan that is not updated quickly becomes out of date.
What standards guide case management in Australia?
Case management practice in Australia is guided by organisational policies, funding requirements and professional standards. The Case Management Society of Australia & New Zealand (CMSA) publishes National Standards of Practice for Case Management and a National Code of Ethics for Case Management, which describe what is expected of case managers across sectors.
The common threads are person-centred, strengths-based practice, respect for self-determination and cultural needs, and ethical handling of information.
How do you learn to write case plans?
The CHC52025 Diploma of Community Services (Case Management) with TrainSmart Australia includes units on developing and implementing a plan for case management, coordinating complex case requirements, assessing co-existing needs, and planning, monitoring and reviewing case management.
The course has 20 units and typically takes 12 months, with rolling fortnightly intakes. You can study 100% online, or in hybrid mode at the TrainSmart Australia Perth CBD campus when places are available. It also includes a minimum of 100 hours of work placement in a community service organisation, where you see real case plans in action.
To understand the bigger picture, read our guide to what case management is in community services, or compare roles in case manager vs support worker.
Frequently asked questions
What is the difference between a case plan and a care plan?
The terms are often used interchangeably. In community services, “case plan” or “case management plan” is common, while “care plan” is often used in health, aged care and out-of-home care. All describe a written plan of goals, actions and supports for a person.
How often should a case plan be reviewed?
It depends on the organisation and the person’s needs, but plans are usually reviewed at set intervals, such as every four to twelve weeks, and whenever the person’s circumstances change significantly.
Who writes the case plan?
The case manager usually writes and maintains the plan, but it should be developed together with the client and, with their consent, family members, carers and other services involved in their support.
Can I study case management online?
Yes. TrainSmart Australia delivers the CHC52025 Diploma of Community Services (Case Management) 100% online, with a hybrid option in Perth when places are available, and a minimum of 100 hours of work placement.
Considering a career in case management?
Good case plans help people with complex needs make real progress, one step at a time. If you want to build these skills, explore the CHC52025 Diploma of Community Services (Case Management) with TrainSmart Australia, or speak with a career adviser. For fees and payment options, see how much the Diploma of Community Services (Case Management) costs.
TrainSmart Australia is the trading name of SMR Learning Services Pty Ltd (RTO 51771). This article is general information. The case management plan example uses a fictional client.
