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Elements and Performance Criteria

  1. Establish and maintain an appropriate relationship with clients
  2. Extract and analyse information about client needs
  3. Match services to client needs

Required Skills

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

Legislative requirements and provisions relevant to area of service delivery and delegated responsibility

Organisation procedures protocols and practice for client assessment and allocation of services

Relevant assessment instruments

Essential skills

It is critical that the candidate demonstrate the ability to

Administer the organisations instruments and information gathering mechanisms to assess client needs and their eligibility for specific services

Conduct an assessment interview within defined area of responsibility

Select an appropriate service from a range provided by the organisation to match to client needs

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

Demonstrate oral communication skills required to fulfil the job role in the organisationservice

oral communication skills may include listening asking questions providing encouragement

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

Demonstrate literacy competence required to fulfil the procedures of the organisationservice

language used may be English or community language depending on the service organisation

Evidence Required

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 setting under the normal range of workplace conditions

Assessment must include clients with a range of different 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 andor 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 observations questioning or evidence gathered from the workplace eg testimonials from clients or colleagues completed client records etc

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. testimonials from clients or colleagues, completed client records etc.

Range Statement

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.

Introduce self may need to involve consideration of the following:

Cultural background of client

Customs familiar to client

Any physical, cognitive or mental problems which may hinder communication, such as deafness, dementia, acquired brain injury

Individual differences may be:

Culture

Age

Economic

Social

Gender

Physical

Emotional

Intellectual

Cognitive

Language

Spiritual

Rights may be detailed in:

Service/outcomes standards documents

Legislation

Organisation policies and practices

Short interpersonal exchanges will be appropriate to the cultural and individual differences of the client and may include:

Chatting in friendly manner

Inquiring about the client's health

Short casual exchanges

Client needs may include:

Physical, sexual, physical and emotional support and care

Financial

Household assistance and maintenance

Religious

Cultural

Spiritual

Ceremonial

Recreational

Social

Housing

Assistance may include:

Providing information and advice

Accompanying or providing specific services

Encouragement and support for decisions and actions

Clients may include:

Individual members of the public

Referred or self referred

People with specific needs seeking access to services

Family members and significant others

Organisation's standards and procedures include those relating to:

Duty of care

Client interviews and client/staff relationships

Administration of questionnaires and other testing instruments and checklists

Completion of forms and applications

Interviews cover:

Telephone and in person

Through an interpreter or other specialist assistance

Scheduled and impromptu

Client information includes:

Personal and confidential information provided by the client and/or referring agency/person

Client feedback data

Internal organisation information resulting from meetings and assessment panels

Client services include:

Income support (including disability, aged and sole parent support)

Financial and community support services

Training and employment services

Recreational activities

Care and support

Transport and communication

Referrals to specialist services

Referrals to community support and/or education groups

Community participation

Accepted organisation procedures and practice include those related to:

Collection and storage of information

Client interview protocols and procedures

Client communication protocols

Assessment for eligibility to access particular services

Work undertaken includes:

Accessing and providing information about services available from within, and outside the organisation

Assistance in completing forms e.g. Applications, and other written materials/submissions

Assistance in seeking access to specific services

Establishing contact with appropriate people to provide support to clients

Setting up meetings and interviews for clients

Acting as spokesperson, as required, for clients