What case managers should know before requesting an access assessment
A good referral does not need to include every detail. It needs to explain the person, the task, the barrier and what outcome is needed next.
Case managers often become involved when a client’s access needs are complex, changing or difficult to resolve through standard recommendations.
The client may need support at home, in education, in work, during rehabilitation or as part of a wider multidisciplinary plan. There may already be equipment in place, but it may not be working well. There may be several professionals involved, each looking at a different part of the picture.
An access assessment can help join those parts together.
Start with the task, not the technology
A referral does not need to begin with a technical solution.
It is often more useful to start with the task that is not working.
- the client cannot manage email independently
- documents are not accessible
- a workplace system is difficult to navigate
- existing assistive technology is not being used confidently
- a client cannot reliably control a device
- fatigue is affecting digital access
- staff need clearer guidance
- the current setup cannot be maintained
This gives the assessment a practical starting point.
Useful information to include
A brief referral summary is usually enough to begin scoping the work.
- who the support is for
- the setting involved, such as home, work, education or care
- the task or barrier causing difficulty
- any technology already being used
- what has already been tried
- who else is involved
- whether a written report is required
- whether the work is for immediate access, longer-term planning or funding evidence
Detailed medical, legal or highly personal information does not need to be included in the first message. Sensitive information can be shared later through an agreed route if needed.
What an access assessment may look at
An access assessment may consider the person’s functional access needs, the practical task, the environment, the equipment, the software, the support around the person and the sustainability of the setup.
- screen reader access
- magnification
- voice control
- switch access
- adaptive hardware
- document access
- Microsoft 365 or workplace systems
- communication platforms
- smartphone or tablet access
- physical control of devices
- training needs
- staff or family handover
- technical notes for IT teams
The focus is not just what equipment exists. The focus is whether the access route works in real life.
Why implementation matters
A report can recommend the right technology, but the person still needs a working route.
Implementation may involve configuring software, adapting settings, trialling input methods, testing documents, training the person, supporting staff and documenting the setup clearly.
What a useful report should explain
A practical report should be understandable to the people who need to act on it.
- the current access situation
- barriers identified
- what was trialled or configured
- what worked and what did not
- the rationale for recommendations
- equipment or software required
- training and support needs
- implementation steps
- limitations and risks
- follow-up recommendations
- technical handover notes
The aim is to make the next step clearer, not to create a report that sits unused.
The best referrals are practical
A strong referral does not need to be long. It needs to be clear.
This is what the person needs to do. This is what is getting in the way. This is what we need to understand or evidence next.
From there, the access work can be scoped properly.
Practical next step: you can contact AGL Access Works with one task, one barrier or one frustration. A short message is enough to start.
Related page: access assessments for case managers and how referrals work.