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Elements and Performance Criteria

  1. Plan response
  2. Apply response
  3. Report and review incidents

Required Skills

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

Essential knowledge

Knowledge of organisations reporting processes

OHS and issues relating to difficult and challenging behaviour

Client issues need to be referred to an appropriate health professional

Essential skills

Ability to

Interpret and follow the instructions and guidance of health professionals involved with the care of client

Identify when assistance is required

Maintain personal safety and the safety of others

Foresee and respond quickly and effectively to contingencies

Maintain duty of care

Effectively use techniques for monitoring own service area including client satisfaction

Speak in a firm diplomatic and culturally appropriate manner

Remain calm and positive in adversity

Think and respond quickly and strategically

Remain alert to potential incidents of difficult or challenging behaviour

Monitor andor maintain security equipment

Work with others and display empathy with client and relatives

Use literacy skills in reading writing and oral communication to fulfil job role in a safe manner and as specified by the organisation including

understand symbols used in OHS signs

read workplace safety pamphlets or procedure manuals and labels

use appropriate verbal and non verbal communication styles

ask questions

provide clear information

listen to and understand workplace instructions and clarify when necessary

apply literacy skills as required in English or a community language

Use numeracy skills to complete basic arithmetic calculations such as addition subtraction multiplication division to recording numbers

Use problem solving skills to

effectively utilise available resources

prioritise workload

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 competency unit

This unit is most appropriately assessed in the workplace simulating difficult or challenging behaviour or in a simulated workplace and under the normal range of work conditions

This unit can be assessed independently but holistic assessment practice is encouraged with other related units of competency

Assessment may be conducted on one occasion but should include a diverse range of sources of difficult and challenging behaviours as may be expected in the workplace

A diversity of assessment tasks is also essential for holistic assessment

Access and equity considerations

All workers in the health industry should be aware of access and equity 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 health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of 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 health of Aboriginal andor Torres Strait Islander clients and communities


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.

Planned responses may be based on:

Own ability and experience

Established organisation procedures

Knowledge of individual persons and underlying causes

Difficult or challenging behaviours may include:

Aggression

Confusion or other cognitive impairment

Noisiness

Manipulation

Wandering

Self-destructive

Intoxication

Intrusive behaviour

Verbal offensiveness

Strategies for dealing with challenging behaviours may include:

Diversional activities

Referring to appropriate personnel eg supervisor, security officer

Following established emergency response procedures

Selection of strategies for dealing with challenging behaviours may be based on:

The nature of the incident

Potential effect on different parties, clients staff and others

Established procedures and guidelines

Organisation policies and procedures may include:

Incident reporting and documentation

Operational guidelines for handling incidents and/or cases involving difficult and challenging behaviour

Debriefing of staff involved in incident