Application
This unit may apply to service delivery in a range of community service contexts |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Greet and observe client | 1.1 Listen to and acknowledge client in a pleasant and accepting way 1.2 Respond to distressed people in a relaxed and calm manner 1.3 Report observations about client to appropriate person/s within the organisation |
2. Collect routine information from the client | 2.1 Collect and document identifying information in accordance with organisation procedures 2.2 Discuss reasons for contact with the service with client in accordance with organisation procedures 2.3 Maintain client confidentiality in accordance with organisation policies and procedures 2.4 Explain and observe client rights and responsibilities in accordance with organisation policy |
3. Identify priority of need for service | 3.1 Refer client to appropriate persons according to urgency and nature of need and organisation guidelines 3.2 Assess personal safety of self, client and others in accordance with organisation procedures and policies and within own role 3.3 Seek assistance as appropriate |
4. Provideinformation to clients about the service and other relevant services | 4.1 Provide client with current, relevant and culturally appropriate information on the service and other relevant services and what each provides 4.2 Assist clients to contact other agencies/services as appropriate to obtain further information |
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: Stigma/prejudice Local community needs Normal behaviour/unusual behaviour/impact of cognitive impairment on behaviour Agency role, agency target group in the community Basic knowledge of culturally specific behaviour Agency procedures and policies relating to provision of first point of contact for potential clients Understanding of relationships between service providers Other services and networks Requirements for client registration Waiting times for the service Organisation polices and procedures for confidentiality Organisation storage and recording systems Organisation activities and timetables Organisation requirements for monitoring services and/or attendance Clients rights and responsibilities in the organisation Workers' rights and responsibilities in the organisation Knowledge specific to working with people from culturally and linguistically diverse backgrounds Knowledge specific to working with people at risk of self-harm |
Essential skills: It is critical that the candidate demonstrate the ability to: Demonstrate an understanding of staff responsibilities in the organisation and own role within this, in terms of obtaining information from clients and referring them to workers within the organisation 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: Demonstrate a non-judgemental approach to working with people Demonstrate application of skills in: reporting skills observation skills cultural sensitivity verbal and non-verbal communication liaison/referral confidentiality resolving aggression basic negotiation safety awareness predicting violence listening and referral |
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 This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions Consistency in performance should consider the range of clients and situations encountered in the workplace |
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 relevant workplace or simulated realistic workplace setting where assessment may take place |
Method of assessment: | In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons |
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. | |
Observations about client may include: | Orientation to person, place, time Level of coherence Ability to communicate Unusual behaviour/communication Aggression - physical or verbal Signs of physical injury/distress Levels of personal distress and anxiety |
Appropriate person/s may include: | Immediate supervisor Case manager Clinician Representative of other services |
Identifying information may include: | Name Contact information |
Information may be collected: | By speaking to others From written sources By observation From inside the organisation From external sources From clients |
Service may include: | Making an appointment to see someone in the agency/organisation Providing information on existing services Referral e.g. doctor, financial counsellor, women's refuge, youth services |
Safety takes into account: | Body language Tone of voice Location Proximity to other people Stress/anxiety Aggression |
Assistance may be sought from: | Other staff Consumer groups Clinical mental health services Acquired brain injury services Specialists Other community based support services Hospitals Ambulance Police |
Response to requests for information will take into consideration the inquirer's: | Language and style Literacy level Cultural factors Previous contact Disabilities |
Provide information is: | Current Relevant Culturally and linguistically appropriate Supportive of the reduction of stigma and discrimination |
Information on the service and other relevant services may be delivered in the form of: | Informal discussion Leaflets/brochures Correspondence/written reports Audio-visual Newsletters/circulars Published material Posters/graphic representation |
Information may be given about the following types of services: | Carer/consumer groups Government and non-government services e.g. Health, accommodation, education/training, employment, social/recreation, counselling, financial, self-help, advocacy, transport, torture/trauma People with relevant special qualities, knowledge and/or expertise Government allowances, pensions and benefits Program activities/timetables Clinical mental health services Acquired brain injury services Cross cultural |
Sectors
Not Applicable
Employability Skills
This unit contains Employability Skills |
Licensing Information
Not Applicable