CHCCH522A
Undertake outreach work

This unit of competency describes the skills and knowledge required to work in an outreach capacity with vulnerable or at risk groups such as those experiencing homelessness, mental health, alcohol or other drugs (AOD) issues

Application

This unit addresses workers who are required to deliver services to people who are experiencing homelessness, risk of being homeless, mental health or AOD issues

It includes preparation and follow up as well as working safely in an unfamiliar and potentially unpredictable environment

Application of this unit should be contextualised to reflect any specific work requirements and practices


Prerequisites

Not Applicable


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Prepare for outreach work

1.1 Establish where outreach service is to take place and purpose of service

1.2 Clarify history of service and/or client in relation to unexpected issues and needs

1.3 Identify any potential risks or issues in environment of intended visit

1.4 Prepare resources and documents required to undertake outreach activity including contingency plan

1.5 Allow time in schedule for contingencies

1.6 Ensure organisation and co-workers are aware of intended time and place of outreach activity and contact details

1.7 Develop respect for and understanding of the environment and culture of the setting where outreach is being conducted

1.8 Assess boundaries of practice

2. Undertake outreach service

2.1 Check for hazards to own and others' health and safety and take action to control risk

2.2 Follow agency's outreach policies

2.3 Take standard safety precautions and where required, take additional precautions

2.4 Demonstrate respect for clients and each client's environment and act with sensitivity in the environment

2.5 Demonstrate respect for client's friends/associates should they be present and act with sensitivity in the environment

2.6 Identify risk management practices appropriate for outreach setting

2.7 Follow risk management practices developed to address own role in delivering services

2.8 Demonstrate and apply understanding of relevant legislation

3. Establish client relationship

3.1 Communicate with purpose of visit and confirm acceptance regarding outreach service

3.2 Communicate with client and others in the environment in a manner that builds trust

3.3 Utilise a client-centred approach when establishing a relationship

3.4 Provide opportunity for client to identify and express any issues or concerns in relation to the service and/or associated matters

3.5 Provide appropriate support and information within scope of own work role and record and report relevant issues or concerns promptly to appropriate person

3.6 Deal with difficult or challenging situations promptly, firmly and diplomatically in accordance with relevant policies and procedures

4. Follow up outreach service

4.1 Document all aspects of the outreach service in line with organisation policies and procedures

4.2 Promptly report and refer any areas of concern to an appropriate person or authority

4.3 Ensure any arrangements for follow up visits are recorded and implemented

4.4 Evaluate overall effectiveness of outreach services provided

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:

Occupational health and safety (OHS) issues and procedures in relation to working in unfamiliar and unpredictable environments

Best ways to contact clients and predict client movements

Safety practices in relation to own work role and applied to working in unfamiliar and unpredictable environments

Legislative, regulatory and organisation requirements relating to reporting issues

Primary, secondary and tertiary definitions of homelessness

Historical and structural causes of homelessness

Political and economic context of homelessness

Current issues facing clients and existing services to address their needs and rights

Principles and practices of ethics and values

Principles and practices of confidentiality

Principles and practice of duty of care

Legal system

Courts

Range of issues impacting on people who are experiencing homelessness, mental health issues, drug and/or alcohol issues

Consumer needs and rights including duty of care

Principles of client empowerment/disempowerment

Principles of access and equity

Boundaries of outreach practice

Knowledge of debates associated with public space

Behavioural impacts of mental health conditions

Behavioural impacts of drugs and/or alcohol

Social justice principles

Crisis response

Crisis debriefing

Personal values

Personal boundaries

Essential skills:

It is critical that the candidate demonstrate the ability to:

Prepare appropriately for outreach services

Work with others and display understanding of issues relevant to outreach services

Communicate clearly and sensitively with clients who are experiencing homelessness, risk of homelessness, mental health or AOD issues

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:

Use problem solving skills, including the ability to use available resources in a potentially difficult environment

Use language, literacy and numeracy skills to:

communicate in English and/or community language, depending on client group

Use oral communication skills, including:

asking questions

providing clear information

listening to and understanding workplace instructions

clarifying workplace instructions when necessary

Demonstrate safe and effective use of workplace technology in line with OHS guidelines

Work autonomously

Work within a multi-disciplinary team

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

It is recommended that assessment or information for assessment will be conducted or gathered over a period of time and cover the normal range of workplace situations and settings

This unit will be most appropriately assessed in the workplace and under the normal range of workplace conditions

Where, for reasons of safety, space, or access to equipment and resources, assessment takes place away from the workplace, the assessment environment should represent workplace conditions as closely as possible

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 and/or 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 appropriate workplace where assessment can take place

relevant organisation policy, protocols and procedures

access to equipment and resources normally used in the workplace

Method of assessment may include:

Observation in the workplace

Written assignments/projects

Case study and scenario analysis

Questioning

Role play simulation


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.

Outreach service may include:

Provision of a range of services

Meetings with clients to establish needs

Delivery of products, materials or equipment

Consultation with client and/or others

Regular or planned follow up

History of service and/or client may include

Type of service previously delivered

Issues related to delivery of service

Client issues, including reasons for specific issues, such as homelessness

Accessibility to services

Potential risks and issues may include but are not limited to:

Worker unable to obtain safe access to environment

Interpreter required

Unpredictable client behaviour (e.g. aggression, dementia, mental health issues, alcohol and other drugs (AOD) issues)

Specific identified health and safety risks

Client in need of basic supplies (e.g. food or medication)

Hazardous environments

Infection risks

Client friends/acquaintances

Environment may include:

Squats

Empty buildings

Outdoor areas including parks, under bridges etc

Churches

Food/coffee sites

Shopping malls

Friend's accommodation

Boarding/community rooming houses

Transitional housing properties

Resources and documents may include:

Equipment

Document relevant to outreach service

Safety equipment such as mobile phone/radio

Hazards include:

Safety of physical environment

Number of people in area

Infection control practices

Areas for concern may include but are not limited to:

Client very sick, injured or deceased

Signs of violence or abuse (physical or mental)

Signs of neglect

Signs of deterioration of client's physical or mental condition

Client in need of basic supplies (e.g. food, other consumables or medication)


Sectors

Not Applicable


Employability Skills

This unit contains Employability Skills


Licensing Information

Not Applicable