Case Management Guidebook

Comprehensive guidance and support to professionals working in homeless and drug services

Key Goals

  1. Identify any health related support needs
  2. Ensure that the individual has a medical card and is registered with a GP.
  3. Assist the service user to access necessary health supports.
  4. Support the service user to overcome any barriers to required supports.


The case manager’s role is to ensure that service users who are not in contact with a primary health care team, or are under utilising health services, are put in touch with the relevant services and are able to access medical treatment when required. If a case manager has particular concerns about a service user’s medical condition, as a first step, they should help the person to contact their GP or public health nurse, or they should contact the emergency health services.