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Elements and Performance Criteria

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 and understanding of

Awareness of cultural diversity and protocols to inform service delivery around LLN

Communication techniques

Indicators of LLN needs and methods for clarifying them with client

Methods for identifying the impact of other servicerelated issues on client LLN needs

Available LLN information and referral or support services for a range of LLN needs and clients

Recording and reporting requirements

Essential skills

It is critical that the candidate demonstrate the ability to

Identify LLN demands of the service being accessed

Identify clients LLN needs impacting on their ability to effectively access services

Provide information to clients on current available and appropriate LLN support services and information to enable clients to make informed decisions

Collaborate with clients to determine most appropriate support for LLN needs

Maintain accurate and sufficient records of strategies and outcomes

Essential skills contd

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

Clientmanagement skills to

deal with complex needs and sometimes difficult or challenging behaviour

discuss appropriate support for client LLN needs

operate within duty of care and organisational requirements to address client LLN needs

Communication skills to

collaborate productively with client

listen actively to client and identify indicators of LLN needs

Initiative and enterprise skills to

accommodate clients LLN needs impacting on effective access to service

access or refer client to appropriate support to improve clients access to service

ensure that current and correct information regarding LLN support services is readily available to client

raise awareness share knowledge and help client to think about making changes to improve LLN where appropriate

Interpersonal skills to

establish rapport with client

interact with clients from a range of social cultural religious and linguistic backgrounds and with varying physical and mental abilities

apply cultural and religious protocols to ensure that work practices promote safety

Literacy skills to maintain accurate and accessible records of service outcomes

Problemsolving skills to collaborate with client to determine most appropriate support for LLN needs

Technology skills to use a range of alternative communication tools where appropriate

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 Assessment should ensure the candidate addresses the elements and performance criteria on at least three occasions over a period of time

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	Competency must be demonstrated in a realistic simulated or real work environment Assessment must ensure access to opportunities to work with clients with a range of LLN needs

Method of assessment	Assessment methods suitable for valid and reliable assessment of this competency may include a combination of case studies demonstration observation oral and written questioning scenarios simulation or role plays authenticated evidence Assessment methods should reflect work demands such as literacy and the needs of particular individuals such as people in rural and remote locations people with disabilities people from culturally and linguistically diverse backgrounds Aboriginal and Torres Strait Islander people women young people older people

Guidance information	This unit may be assessed independently however holistic assessment with other units relevant to the industry sector workplace and job role is recommended

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.

Indicators of LLN needs may include:	Cultural factors, such as: ethnicity language background Disabilities, such as acquired brain injury Employment history Health issues, including chronic conditions Personal factors, such as: Aboriginal or Torres Strait Islander background displacement issues for refugees isolation, including geographic remoteness and personal isolation low-level or interrupted formal education trauma-related issues Behavioural, such as: strategies used to avoid revealing an LLN issue becoming agitated or angry

LLN needs:	Relate to: a range of learning, reading, writing, oral communication and numeracy skills impact of LLN issue on client Will depend on a complex mix of factors, including: client's presenting needs service provision context

Client may include:	Presenting person seeking to access a service and their: parent, sibling or spouse legal guardian carer, such as disability carer case worker

Other issues may include:	Those related to service, such as: high LLN demand inherent in service Those related to client, such as: alcohol and other drugs cultural factors disability, including reading or learning disability health, including: chronic conditions mental health homelessness unemployment

Workable strategies may include those that:	Are consistent with: client's cultural and sociocultural protocols client's needs and preferences own skills and available support Build on strengths of client Maintain the integrity of the relationship with client Provide opportunities to discuss and review

Tools may include:	Augmentative and alternative communication, including: aided and unaided strategies, including access techniques assistive technology, such as closed captioning, subtitling and teleprompting software visual aids, such as photographs, maps, diagrams and symbols Dictionaries Support person Interpreter, including: language other than English Auslan and Makaton

Information may include:	Alternative ways of accessing required information Relevant and current LLN information available in own organisation Referral to support services, such as: assistive technology in-house support services interpreter or translator specialist assistance community learning centres and other not-for-profit organisations tutor support programs, such as the home tutor scheme Service-specific information and strategies, such as templates, for use with such things as complex forms Mentoring support