• CHCCS416A - Assess and provide services for clients with complex needs

CHCCS416A
Assess and provide services for clients with complex needs

This unit describes the knowledge and skills required to undertake assessments of more complex client needs and match to services available

Application

This unit may apply in a range of community service contexts


Prerequisites

Not Applicable


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Assess and analyse client needs

1.1 Employ appropriate language and interpersonal skills to ensure diverse needs of clients are identified

1.2 Employ appropriate mechanisms to ensure that all relevant client information is collected

1.3 Seek additional information from specialists as required to assist in assessment of clients

1.4 Ensure all dealings with clients are consistent with organisation standards and practices

1.5 Record information collected and store in accordance with organisation procedures

1.6 Assess information about client needs in accordance with accepted organisation procedures to inform decisions about the relevant services which can be provided to best address client needs

1.7 Assess client information for complexity, urgency and eligibility so priorities for service delivery can be identified

1.8 Provide clients with all relevant information about the range of services required and available to them

1.9 Ensure decisions about client needs are based on a full range of relevant information

2. Identify and provide for the delivery of services to meet client needs

2.1 Identify services that match client needs, from within and outside the organisation

2.2 Establish and maintain relevant networks, to ensure referral of clients to appropriate services

2.3 Assist clients appropriately to access targeted services from within and outside the organisation

2.4 Provide clients with information about the services available to them in accordance with organisation procedures

2.5 Work within own scope of responsibility, to ensure clients have access to services that meet their needs

2.6 Ensure decisions about targeting of client services are based on up to date information about the client and available services

2.7 Consider service delivery and referral options from strengths-based perspective

2.8 Identify own limitations in assessing and addressing client needs, and where appropriate, seek assistance from colleagues, senior staff and experts in the area

2.9 Make appropriate referrals to specialist services based on the assessment of client needs

3. Evaluate client service delivery

3.1 Review the allocation of services delivered to meet client requirements routinely, or as required, to ensure a continuing match

3.2 Review changes in circumstances, environmental factors or urgency of client needs in accordance with organisation practices and procedures to ensure client needs continue to be met

3.3 Collect client feedback on adequacy of service delivery as required by the organisation, to inform revision of service delivery arrangements

3.4 Routinely seek feedback on individual performance in client service delivery from colleagues and clients

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:

Legislative requirements and provisions relevant to area of service delivery and delegated responsibility

Accepted organisation procedures, systems and practice for client assessment and allocation of services

Strengths-based approach

Accepted practices for delivery of services to particular clients

Issues affecting particular client groups including:

income/economic

health

cognitive

social

community support and interaction

education and training

employment

impact of assessment

client needs

local services available for clients

Essential skills:

It is critical that the candidate demonstrate the ability to:

Administer organisation's instruments and mechanisms to assess client needs

Select appropriate services from a range of services provided by the organisation to match client needs

Select from others services available in the broader community to address client needs

Develop and maintain appropriate networks

Provide referrals to relevant organisations or providers of specialist services

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:

Apply a strengths-based approach to client intake, assessment and referral

Demonstrate application of skills in:

high level interpersonal skills

analysis and judgement

risk management

Demonstrate oral communication skills required to develop rapport with client

oral communication skills may include listening, asking questions, providing encouragement , minimising the impact of challenging behaviours

language used may be English, sign language or community language depending on client group

Demonstrate literacy competency required to fulfil the procedures of the organisation/ service

language used may be English or community language depending on service/organisation

Maintain documentation as required, including effective use of relevant information technology in line with occupational health and safety (OHS) guidelines

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

Assessment must include a number of clients with complex needs

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:

Assessment may include observations, questioning or evidence gathered from the workplace


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.

Clients include:

Individual members of the public

Referred or self referred

People with specific needs seeking access to services

Family members and significant others

Language and interpersonal skills include:

Means for communicating with people with disabilities or where English is not the first language

Means for communication with people in particular communities

Communication with different age and gender groups

Client services include:

Income, financial and community support services

Employment services

Housing services

Access to recreation services

Care and support services

Transport and communication services

Complex issues include:

Combinations of physical, social , economic and personal factors

Mechanisms for information collection include:

Interviews with clients, family, significant others and carers

Questionaries

Applications and other forms

Case documentation

Using specialist communicators

Classification tools

Information from professionals including medical reports

Information from service providers

Networks include:

Specialist providers in the community services and health areas including health and cognitive assessments

Specialist services to assist communication with client and identification of their needs

Providers of any of the identified client services required by clients of the organisation


Sectors

Not Applicable


Employability Skills

This unit contains Employability Skills


Licensing Information

Not Applicable