Assessor Resource

CHCCOM006
Establish and manage client relationships

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge to establish and manage professional one-to-one relationships with clients in the context of providing an ongoing health service or intervention.

This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria specify the performance needed to demonstrate achievement of the element

1. Establish professional relationship with the client

1.1 Establish relationship within appropriate professional boundaries

1.2 Build trust and respect through use of effective communication techniques

1.3 Identify and respond to client special needs

1.4 Communicate in ways that take account of cultural considerations

1.5 Exercise discretion and confidentiality

2. Manage client interactions

2.1 Use a collaborative and person centred approach when working with clients

2.2 Use motivational interviewing as a basis for client interactions

2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions

2.4 Support the client to identify and articulate key information that supports the provision of service

2.5 Encourage clients to voice queries or concerns and address these appropriately

2.6 Respond to difficult or challenging behaviour using established techniques

2.7 Maintain professional integrity and boundaries at all times

2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral

3. Provide effective responses to client enquiries

3.1 Select the most appropriate mode of communication for the information being provided

3.2 Use language and terminology that the client will understand

3.3Present information clearly and with sufficient detail to meet client needs

3.4 Confirm with client that the information has been understood and address any unresolved issues

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

established and managed client relationships and boundaries appropriately during the provision of services to 3 clients

developed responses to 3 different situations involving difficult or challenging behaviour

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

legal and ethical considerations for establishing and managing client relationships and how these are applied:

privacy, confidentiality and disclosure

human rights

work role boundaries including:

responsibilities and limitations

appropriate sexual, physical and emotional boundaries

use of enquiry only as appropriate and necessary

awareness of potential client transference

staying within area of expertise

modes and techniques for effective communication, including:

active listening, questioning, clarifying, advising

empathy, trust and respect

appropriate verbal and non-verbal communication

use of communication aids

tone and presentation

role of motivational interviewing during client interactions to facilitate:

client support

case taking

negotiation with client

education of client

information giving

techniques for motivational interviewing:

attending skills, use of body language

paraphrasing

reflecting feelings

open and closed questioning or probing

summarising

reframing

exploring options

normalising statements

barriers and influences on communication and ways to respond:

language

culture

religion

emotional state

disability

health

age

presence of children and/or spouse

techniques for dealing with difficult communication situations:

managing emotions

defusing anger

clarifying the issues

maintaining composure and professional attitude

providing support

seeking assistance

types of information that may be provided to clients as relevant:

appointment details, directions

costs and payment options

client options, service information, referral details

general health and self care information

service provider credentials or information

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria specify the performance needed to demonstrate achievement of the element

1. Establish professional relationship with the client

1.1 Establish relationship within appropriate professional boundaries

1.2 Build trust and respect through use of effective communication techniques

1.3 Identify and respond to client special needs

1.4 Communicate in ways that take account of cultural considerations

1.5 Exercise discretion and confidentiality

2. Manage client interactions

2.1 Use a collaborative and person centred approach when working with clients

2.2 Use motivational interviewing as a basis for client interactions

2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions

2.4 Support the client to identify and articulate key information that supports the provision of service

2.5 Encourage clients to voice queries or concerns and address these appropriately

2.6 Respond to difficult or challenging behaviour using established techniques

2.7 Maintain professional integrity and boundaries at all times

2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral

3. Provide effective responses to client enquiries

3.1 Select the most appropriate mode of communication for the information being provided

3.2 Use language and terminology that the client will understand

3.3Present information clearly and with sufficient detail to meet client needs

3.4 Confirm with client that the information has been understood and address any unresolved issues

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

established and managed client relationships and boundaries appropriately during the provision of services to 3 clients

developed responses to 3 different situations involving difficult or challenging behaviour

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

legal and ethical considerations for establishing and managing client relationships and how these are applied:

privacy, confidentiality and disclosure

human rights

work role boundaries including:

responsibilities and limitations

appropriate sexual, physical and emotional boundaries

use of enquiry only as appropriate and necessary

awareness of potential client transference

staying within area of expertise

modes and techniques for effective communication, including:

active listening, questioning, clarifying, advising

empathy, trust and respect

appropriate verbal and non-verbal communication

use of communication aids

tone and presentation

role of motivational interviewing during client interactions to facilitate:

client support

case taking

negotiation with client

education of client

information giving

techniques for motivational interviewing:

attending skills, use of body language

paraphrasing

reflecting feelings

open and closed questioning or probing

summarising

reframing

exploring options

normalising statements

barriers and influences on communication and ways to respond:

language

culture

religion

emotional state

disability

health

age

presence of children and/or spouse

techniques for dealing with difficult communication situations:

managing emotions

defusing anger

clarifying the issues

maintaining composure and professional attitude

providing support

seeking assistance

types of information that may be provided to clients as relevant:

appointment details, directions

costs and payment options

client options, service information, referral details

general health and self care information

service provider credentials or information

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
 
Establish relationship within appropriate professional boundaries 
Build trust and respect through use of effective communication techniques 
Identify and respond to client special needs 
Communicate in ways that take account of cultural considerations 
Exercise discretion and confidentiality 
Use a collaborative and person centred approach when working with clients 
Use motivational interviewing as a basis for client interactions 
Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions 
Support the client to identify and articulate key information that supports the provision of service 
Encourage clients to voice queries or concerns and address these appropriately 
Respond to difficult or challenging behaviour using established techniques 
Maintain professional integrity and boundaries at all times 
Work within scope of role and identify and respond to situations where interactions suggest the need for client referral 
Select the most appropriate mode of communication for the information being provided 
Use language and terminology that the client will understand 
Confirm with client that the information has been understood and address any unresolved issues 

Forms

Assessment Cover Sheet

CHCCOM006 - Establish and manage client relationships
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CHCCOM006 - Establish and manage client relationships

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: