Elements and Performance Criteria
- Develop a professional rapport with people who are forced migrants
- Conduct interpersonal communication in a manner that enhances a client-centred approach consistent with organisation standards
- Communicate with clients in a manner that builds trust as a basis for establishing a trusting and respectful relationship
- Consider cultural sensitivities in communication techniques and adapt style and language to accommodate different cultural values and practices
- Recognise how one's own ethnicity, religion, class and gender will affect interactions with clients
- Recognise the communication needs of clients who are newly arrived, traumatised and confused
- Identify where an interpreter is needed and work to ensure that appropriate interpreter services are accessed
- Work effectively with interpreters where required
- Define and manage boundaries appropriately in the relationship
- Take appropriate measures to resolve conflict and interpersonal differences
- Work within the context of the settlement services sector
- Apply an understanding of the role and scope of settlement services
- Ensure that work reflects the current and historical context of the sector
- Apply a knowledge of the current issues which may impact on own work or organisation
- Develop a basic knowledge of different frameworks that underpin work within the sector
- Ensure work reflects consideration of the social, political and economic context in which the sector operates
- Identify relevant stakeholders and their particular roles and responsibilities
- Collect and use the views of key stakeholders and representatives from relevant target groups when collecting information about the sector
- Maintain access to relevant, up-to-date information about policy, services and programs
- Develop and maintain links with workers with complementary roles in the provision of settlement services
- Address issues associated people who are forced migrants
- Evaluate issues in relation to person's culture, family background and interest and modify approach appropriately
- Take into account the culture, religion, class, gender and experiences of the person in all actions and decisions
- Recognise trauma and refer to appropriate personnel or services
- Support clients to deal with loss and grief
- Support clients to deal with discrimination from both the mainstream community and from other ethnic groups
- Work with client to identify potential solutions to complex issues raised
- Demonstrate commitment to the central philosophies of the settlement sector
- Demonstrate consideration and understanding of the underpinning values and philosophy of the sector in all work undertaken
- Demonstrate a commitment to access and equity principles in all work in the sector
- Encourage client participation in all aspects of service planning and support activities where appropriate
- Identify personal values and attitudes regarding forced migrants and take these into account when planning and implementing all work activities
- Understand the process of acquisition of life skills