III. Training resources > Case manager competency framework

Case managers play a pivotal role in implementing psychosocial matched care effectively. Their competency development requires a structured approach focused on both knowledge acquisition and practical skill development.

Core training must ensure case managers understand the biopsychosocial model and its application in workers' compensation. This theoretical foundation helps them appreciate why early intervention is critical and how psychosocial factors influence recovery outcomes.

Key competency areas include:

Knowledge competencies

•Understanding of biopsychosocial model and psychosocial risk factors

•Knowledge of screening tools and scoring methods

•Understanding of referral pathways and protocols

•Familiarity with relevant legislation and guidelines

Practical skills Case managers must demonstrate competency in screening administration before working independently with injured workers. This includes:

•Explaining the purpose of screening appropriately

•Administering tools correctly

•Scoring accurately

•Making appropriate referral decisions

•Documenting results properly

Regular assessment of these competencies through observation and file reviews helps maintain quality standards. Case managers should also receive ongoing coaching and support, particularly when handling complex cases.