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 but must include the normal range of different client groups/needs

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 a workplace environment

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 client service delivery

Specific services available and provided

Essential skills:

It is critical that the candidate demonstrate the ability to:

Understand and adhere to own job role and responsibilities concerning client services

Work within client service plan

Establish rapport with clients

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:

Apply oral communication skills required to fulfil the job role in the organisation/service:

oral skills may include listening to instruction, clarifying worker responsibilities in care/case plan, and providing simple factual information relevant to the workplace and client need

language used may be English or community language depending on the client group

Apply literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace:

writing skills may range from the need to fill out a simple form to completion of a short report

reading skills may range from reading and understanding the names and day on a 'blister' medication pack to reading the case/care plan

language used may be English or community language depending on the client group

Apply numeracy competence required to fulfil the procedures of the organisation/ service, and according to the support available in the workplace:

numeracy tasks may range from the need to count supplies to recording the number of times a service was delivered to a client, and providing this information on an organisation form

Use basic workplace technology and equipment in line with workplace requirements and instructions

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.

Client service plan may include:

Case plan

Care plan

Service delivery plan

Clients may include:

Self referring or referred

Individual members of the public

Other organisations and community groups

Other work areas of the organisation

Individual members of the organisation

Senior management

Report may refer to:

Notes

Records

Memos

Letters

Clients records

Verbal 'hand overs' at the end of a shift

Note: not all organisations/services require the completion of written records

Changes in client needs could relate to:

Physical/health status

Mental/health status

Cognitive/health status

Family circumstances

Language

Cultural/beliefs

Family circumstances

Age/stage of life

Remote location/physical surroundings

Service delivery is to occur within:

Protocol

Duty of care responsibility

Codes of conduct and ethical performance

Organisation standards

Client service delivery includes:

The full range of services offered by the organisation including direct care and support, provision of information, referral to relevant organisations and application of existing organisation services

Appropriate person may be:

Supervisor

Administrator

Nurse

Coordinator