In a complex landscape where multiple client management systems are utilised, ensuring clear communication and understanding to support client care can be challenging. Windana have developed the Windana Case Management Manual, aimed at establishing a shared language that minimises confusion and promotes consistency across service delivery. This presentation will outline the development process of the manual, emphasising its role in creating a standardised framework that supports both clients and case managers. The rollout process and the initial findings from the manual’s use and future directions will be discussed. Windana’s experiences and insights can offer valuable lessons for organisations seeking to enhance clarity and effectiveness in their case management practices.
Enhancing clarity in case management: The Windana Case Management Manual
Mel Thomson | Head of Adult Community Services, Windana
Mel Thomson is the Head of Adult Community Services Windana and has leadership roles within AOD organisations for over a decade. Mel has psychology background and her advocacy for clients and staff is informed by her extensive clinical, operational and strategic experience.
Mark Graham | Head of Intake and Adult Withdrawal Services, Windana
Mark Graham is the Head of Intake and Adult Withdrawal Services Windana. Mark has an extensive clinical mental health career starting as a Psychiatric Nurse before moving into senior leadership roles in hospitals and community health both in the UK and in Melbourne.
Credited Persons
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