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

This includes knowledge of

Client issues needing to be referred to an appropriate health professional

OHS issues relating to difficult and challenging behaviour

Organisations reporting processes

Essential skills

It is critical that the candidate demonstrate the ability 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

This includes the ability to

Effectively use techniques for monitoring own service area including client satisfaction

Foresee and respond quickly and effectively to contingencies

Identify when assistance is required

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

Maintain duty of care

Maintain personal safety and the safety of others

Monitor andor maintain security equipment

Remain alert to potential incidents of difficult or challenging behaviour

Remain calm and positive in adversity

Speak in a firm diplomatic and culturally appropriate manner

Think and respond quickly and strategically

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

Work with others and display empathy with client and relatives

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

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

Planned responses may be based on:

Difficult or challenging behaviours may include:

Strategies for dealing with challenging behaviours may include:

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

Organisation policies and procedures may include: