The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions
This may include the use of languages other than English and alternative communications systems

Assessment may be conducted on one or more occasions and must include the normal range of workplace situations with clients and colleagues

Competency should be demonstrated over the range of communication methods used in the workplace (e.g. oral, written notes, memos, letters etc) and include communication with both clients and colleagues

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment:

Assessment may include observation, questioning and evidence gathered from the workplace environment

Workplace evidence can include testimonials from clients and colleagues, portfolios etc

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Principles of effective communication

Dealing with cultural diversity

Referral processes of organisation

Effect of sensory loss and cognitive impairment

Relevant guidelines and procedures

A range of written material relevant to the job role

Essential skills:

It is critical that the candidate demonstrate the ability to:

Demonstrate competency over the range of communication methods used in the workplace (e.g. oral, written notes, memos, letters etc) and include communication with both clients and colleagues

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Adjust communication to meet differing needs

Use assertive communication

Use active listening and recognise non-verbal triggers

Provide feedback

Minimise conflict and tensions

Use reading and writing skills required to fulfil job roles as specified by organisation/service:

the level of skill may range from the ability to understand symbols used on work health and safety (WHS) signs, to reading workplace safety pamphlets or procedure manuals, to reading and handling chemicals such as cleaning fluids

literacy support available in the workplace may range from having access to support and assistance from expert/mentor/supervisor, to having no communication supports available

literacy may be required in English or a community language depending on the client group

Use oral communication skills required to fulfil job roles as specified by the organisation/service:

skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary

service/organisation may require competence in English or community language, depending on client group

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Diversity may relate to individual differences and needs and may include:

Age

Behavioural

Cultural

Developmental

Emotional

Intellectual

Physical

Religious/spiritual

Social

Communication includes:

All verbal and non-verbal interaction with clients and colleagues in a range of appropriate interpersonal contexts

Communicating effectively will be carried out within requirements established by:

Anti-discrimination legislation

Accepted cultural protocols

Accepted language protocols and systems

Exercise effective communication skills includes:

Being non-judgemental

Active listening, where culturally appropriate

Non-verbal behaviour to indicate understanding of what is being said

Clarifying what is said

Responses that are culturally appropriate

Participating in group processes

Appropriate person may be from within or outside the organisations may be:

Colleagues

Immediate supervisor

Other health workers

Consultant

Clients and families/carers

Instructions may include:

Manufacturer's/operating written instructions

Work unit guidelines, procedures and protocols including WHS procedures and protocols for using interpreters

Supervisor's or management instructions

Instructions may be:

Written

Verbal

Reports may be verbal or written and may include:

Notes

Records

Memos

Letters

Clients records

Verbal 'hand overs' at the end of a shift

Case file notes