This unit of competency is to be applied in the context of providing support for community services workers

ELEMENT

PERFORMANCE CRITERIA

1. Provide supervision support for community service workers

1.1 Maintain regular contact with workers to demonstrate availability for back-up at all times

1.2 Monitor workers to ensure their conduct maintains physical and psychological safety of clients, self and other workers

1.3 Promote and maintain a high level of care consistent with work role practice and ethical guidelines

1.4 Provide coaching as required to support work strategies in line with organisation and/or practice guidelines

1.5 Assist worker to provide referral support for clients as required and within organisation guidelines

1.6 Instigate interventions as required to address emergency situations

1.7 Collaboratively establish the goals and purpose of each supervision event with the worker

1.8 Ensure supervision is used in a way that best helps clients and fulfils duty of care obligations

2. Provide administrative assistance in community service work context

2.1 Provide administrative support if required to ensure availability of services in line with organisation policy

2.2 Monitor technical aspects in the workplace and report on related issues in line with organisation policies and procedures

2.3 Complete supervision reports after each contact to reflect significant interventions

2.4 Maintain ongoing communication with workers' line manager as required regarding supervision contacts

3. Provide structured debriefing

3.1 Evaluate worker's supervision needs and identify any areas for skills development

3.2 Provide a structured debriefing process for workers requiring assistance to address needs and within organisation guidelines

3.3 Provide constructive feedback about the worker's performance and the supervision process as appropriate within organisation guidelines

3.4 Review the supervision process with the worker and seek feedback about effectiveness

3.5 Provide limited and structured skills-based supervision as appropriate in line with scope of own work role and organisation guidelines

3.6 Refer workers for further skills-based supervision where needs identified in line with organisation policies and procedures

3.7 Report any breach of ethics or professional practice, or significant disagreement regarding supervision to manager (or equivalent) in line with organisation's dispute resolution policy

4. Maintain professionalism and skills development

4.1 Regularly update own knowledge and skills in supervision practice and procedures in line with organisation guidelines

4.2 Regularly attend supervision meetings, seek additional supervision and undergo performance appraisals as required to maintain necessary skills and up-to-date knowledge of organisation policies and procedures

4.3 Ensure own supervision practice is in keeping with and promotes the values, ethical guidelines, policies and procedures of the organisation

4.4 Consistently set and maintain boundaries between workplace and supervision processes, so performance responsibility remains with worker

4.5 Ensure supervision process remains confidential in relation to information pertaining to worker, client and workplace

4.6 Take all reasonable steps to ensure that any personal or social contact with workers does not adversely affect the supervision process

4.7 Work with respect for the value and dignity of workers and clients with due regard for policy and standards relating to discrimination of all forms, and equal rights and opportunities

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:

Awareness of the advantages and limitations of on call duty supervision

Regularly updated knowledge of the organisation's procedures, policies and resources

Awareness of best practice interventions and appropriate skills suitable for work role

Updated knowledge of referral sources and other general government and community services that may assist the worker and client

Demonstrated knowledge of organisation's crisis procedures

Knowledge of crisis intervention techniques and structured debriefing techniques

Knowledge of organisation's supervision model, including:

model of procedures (i.e. how to go about supervising)

need to routinely cover these procedures during each supervision contact

Awareness of links between work role and legal/ethical dilemmas that have implications for the organisation

Awareness of the limitations of supervision as carried out in relation to the work environment

Limited knowledge of the developmental models of supervision

Knowledge of basic indicators that signify mental health concerns or potential child abuse

Essential skills:

It is critical that the candidate demonstrate the ability to:

Provide work-based and structured debriefing support to workers in the community services industry

Guide workers through organisation policy and procedure

Demonstrate a high level of professional ability and display a calm attitude in emergency situations

Demonstrate competency in applying supervision models and practices, and well developed communication skills

Consistently apply relevant technical knowledge to the supervision situation, including:

identify core skills required for service delivery in the sector

model these skills for the worker

Identify concerns related to work practice and skills that may need to be assessed by staff during follow up supervision

Facilitate emergency interventions, including:

conduct risk assessments decisively

evaluate situations

minimise risk

act appropriately

Identify basic indicators that signify mental health or child abuse concerns

Identify workers' support needs on-the-job or after an incident, including assessing when a worker may require further debriefing or supervision

Assist worker with the referral needs of clients

Deliver constructive feedback to workers

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 relevant workplace technology safely and effectively in line with work health and safety (WHS) guidelines

Maintain documentation as required, including effective use of relevant information technology in line with WHS guidelines

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

The candidate must provide evidence of a high level of experience in the workplace prior to undertaking assessment in this unit of competency

This unit is best assessed in the workplace or in a simulated workplace under the normal of range conditions

Assessment should be gathered on one or more occasions but must reflect the normal range of client 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 for training in and assessment of crisis intervention competencies needs to be available to:

provide initial and ongoing training

ensure baseline knowledge and skills following basic training

observe implementation of these competencies in actual work situations and simulated role plays

facilitate learning through reflection on practice and integration of supervisory feedback

Method of assessment:

Consistent performance and development would be expected to be demonstrated involving a combination of oral and written media while also featuring simulated and actual practice
Examples might include:

group exercises

written (e.g. journal) and verbal responses to questioning

simulated exercises

observation of work practice

response to and integration of supervisory feedback

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.

Significant interventions may include:

Crisis concerns

Emergency interventions

Debriefing

Structured debriefing may be provided, for example:

After a difficult interaction with a client

At the end of a program, project or work period

During implementation of a new program or service

This unit contains Employability Skills