Concerns

IRCM is responsible for monitoring the professional standards of Registered Case Managers’ (Registrants) and Pre-Registrants (those on the Pre-Registrant Pathway) to protect the public and maintain public confidence in the profession.  We cannot assist with concerns about case managers who are not either a Registrant or Pre-Registrant.

Registrants are considered “Fit to Practise” if they have the appropriate skills, knowledge, health and character to carry out their role safely and effectively. They also have to act appropriately; this means not doing something that negatively impacts how a member of the public might see case managers or something that puts the public at risk.

Pre-Registrants are less experienced case managers or case managers in training who are working towards becoming Registered Case Mangers within an IRCM framework with appropriate support and guidance in place.  We conduct a risk assessment where concerns are raised about a Pre-Registrant’s professional conduct.

Concerns about Registrants and Pre-Registrants can be raised with us. It might be about their performance, behaviour, a health condition or something else that is affecting the support they are providing. We consider concerns about when there is a current and ongoing risk to the public.  This process isn’t for general complaints or to solve legal issues. It specifically addresses concerns about a case manager’s ability to work safely and professionally.

In this section:

• Who can raise a concern
• What types of concern can IRCM support me with?
• How do I raise a concern?
• Useful links
• Share your concern

Who can raise a concern?

Anyone can raise a concern about a case manager. This includes members of the public, service users, family members, guardians, employers and professionals, including other health and social care professionals. You can raise a concern about your own experience or on behalf of someone else.  Registrants and Pre-Registrants may also self refer.

What types of concern can IRCM support me with?

We investigate concerns about case managers when there is a current and ongoing risk to the public. This includes:

• Poor behaviour or lack of skills – this might include not responding well to safety issues, covering up mistakes or blocking investigations.
• Not following equality laws – not treating people equally.
• Not respecting service user rights – not treating people with dignity and respect.
• Privacy issues – sharing private information incorrectly or not keeping it safe.
• Drug or alcohol misuse – using substances in a way that affects their work.
• Care or advice that falls below standards – not providing the right support and guidance.
• Aggressive behaviour – being violent or threatening towards others.
• Unsafe working practices – working in ways that might cause people harm.
• Dishonesty or fraud – lying, cheating or breaking trust.
• Inappropriate relationships – overstepping professional boundaries and having inappropriate or sexual relationships with people who they provide services to or those around them.
• Sexual misconduct – any behaviour that is inappropriate, including child pornography.
• Health issues affecting work – If a case manager has health issues that are not being managed well and affect their work.
• Ignoring sanctions – not doing the things required by IRCM as a result of past concerns.
• Criminal behaviour –having a current criminal record, being cautioned for something in the UK or being cautioned elsewhere for something that is a crime in the UK.

How do I raise a concern?

If you think a case manager is not meeting professional standards, you can report this to us using the form at the bottom of this page or via email. Where possible, we recommend that you raise the concern with the case manager or their company first to allow them the chance to fix the problem. However, anyone with a concern can raise it with IRCM.

We will check if the concern relates to the case manager’s ability to work safely and effectively. We will decide whether we need to look into the concern further, or whether it is not appropriate for us. If we decide we can’t investigate your concern, we may give you the contact details of another regulator that can.

If it’s appropriate for us to look into it further we will then do so in line with our policies which are below.  We’ll keep in touch with you so you know what is happening throughout the process.

Useful links