Step 9.3

What is the role of a Case Manager?

Case Manager's role

The Case Manager’s role is to work closely with you and your family, understand the detail in your ACAT assessment and design a Care Management Plan to best suit your needs.

If you identify a type of service that you feel is best for you, your Package Provider must do what they can to help get that.  This may mean sourcing services from other service providers.  If this means a higher cost then this should be made clear.

Jill Donaldson

agedcare101 Physiotherapist

You should have the opportunity to state your case for spending budget if you believe the service will enhance your health and wellbeing, as you age.

It may be that there are things you don't want to share with your Case Manager and this is absolutely fine.  It's your choice.

It may be that there are things you don’t want to share with your Case Manager.  That’s absolutely fine. It’s your choice.

If you have a family member who cares for you, it may be possible for them to be paid for this work.  And under certain circumstances it may be possible to include the support of your family and friends in your Case Management Plan.  You will need to discuss this with your Package Provider.

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A special thanks to our contributors

Jill Donaldson


Jill has been practicing as a clinical physiotherapist for 30 years. For the last 13 years she has worked solely in the Aged Care sector in more than 50 metropolitan and regional facilities. Jill has also toured care facilities in the US and Africa and is a passionate advocate for both the residents in aged care and the staff who care for them. She researches and writes for DCM Media.

Chris Baynes

DCM Media, agedcare101

Chris has been a journalist and publisher in the retirement village and aged care sectors for 11 years. He has visited over 250 retirement villages and 50 aged care facilities both within Australia and internationally. Chris is a regular speaker at industry conferences plus is a frequent radio commentator.

Annie Donaldson

Nurse and Carer

Annie has a long career in both nursing and the media. She has planned and co-ordinated the medical support from both international TV productions and major stadium events. In recent years she has been a primary family carer plus involved in structured carer support.