Applicable Service Quality Management Requirements
"A case management process, including documentation of the movement of learners among services and agencies"
LBS Program Guidelines June 1998: Part 2, Section 1, Page 9
"A management review of learner files"
LBS Program Guidelines June 1998: Part 2, Section 1, Page 10
In order to ensure the smooth movement of a learner within an agency program and if applicable to a program with another agency, it is essential to have formalized case management policies and procedures in place.
There are many factors to consider in the case management process. The first is to determine whether a learner is eligible for service with the agency or whether their needs would be better served by another agency. Once it is determined that a learner would benefit from the programs that an agency offers a learner profile should be developed. The learner profile will include the following factors:
Once a learner enters a program the services delivered should be recorded in a systematic manner. A current training plan should be in place for every learner in the program. While a learner is in a program, all documentation should be accurate and kept up to date. When a learner leaves a program there should a process in place to conduct exit assessment and follow-ups.
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