This unit may apply in a range of community service contexts with clients who may experience domestic and family violence

ELEMENT

PERFORMANCE CRITERIA

1. Establish confidence

1.1 Use appropriate interpersonal skills to establish a professional relationship with clients based on confidence and support

1.2 Conduct interviews and interactions with clients in a safe environment and in a participatory and confidential manner

1.3 In all interactions with clients demonstrate sensitivity to cultural, family and individual differences and any specific needs

1.4 Explain and promote rights and responsibilities of client, their family and worker throughout client contact

1.5 Mutually determine appropriate structures, timeframes and protocols

1.6 In all work with clients, apply organisation standards and procedures and comply with legislative and statutory requirements

2. Explore issues

2.1 Use appropriate questioning to encourage clients to explore and acknowledge their fears, concerns and personal capabilities

2.2 Encourage those who use violence to take personal responsibility for their actions

2.3 Use facilitation skills to encourage exploration of emotions and experiences that will assist in reflection of issues

2.4 Analyse and respond to any indications of risk or threats to safety according to the degree and nature of the risk to client, their family and/or worker

2.5 Explore appropriate range of services and resources to meet needs of client and their family in accordance with organisation standards and procedures

2.6 Provide accurate and relevant information designed to develop awareness and understanding of domestic violence

2.7 Encourage client self determination through using opportunities which assist clients to identify issues, set personal goals and make informed choices to enhance the safety of the client and their family

2.8 Encourage clients to recognise decisions and changes needed to assist them to achieve their goals

2.9 Acknowledge progress and encourage and support self management of issues

3. Identify possible future directions

3.1 Identify future services and support required by the client and plan their delivery in consultation with client, their family and other appropriate people

3.2 Jointly identify client information needs and agreed and implement actions to satisfy these as appropriate

3.3 Provide opportunities for client and their family to obtain information and develop skills in accordance with organisation standards and procedures

3.4 Use appropriate questioning and reflection to assist the client to make positive choices and changes as necessary

3.5 Maintain records of participation and progress according to organisation standards and procedures

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:

Detailed knowledge of appropriate counselling techniques that will explore client issues and encourage client's self determination to enhance client and client's family's safety

Understanding of current organisation procedures, practices and standards for client assessment, allocation of services, case management, interviewing, code of conduct, confidentiality, use of resources, programmed intervention and duty of care requirements

Understanding of domestic violence indicators and procedures for undertaking assessment of needs of client and client's family

Knowledge of respectful strategies that will assist in client self-determination which enhances client and their family's safety

Knowledge of the various groups represented within the local community (e.g. Cultural, religious, language, sexual identity, age and disability) and an understanding of the issues that arise when working with those groups

Knowledge of the social, historical, political and economic context of domestic violence, including types and nature of domestic violence, power and gender issues, child abuse, and associated criminal issues

Specific knowledge of the appropriate range of referral sources and associated protocols

Understanding of the prevalence of myths, unhelpful beliefs, attitudes and practices in the broader society in regard to domestic violence, and their effects on individuals' rights to safety and autonomy

Knowledge of legislative requirements and provisions relevant to area of service delivery and delegated responsibility

Awareness of own values and attitudes and their potential impact on clients

Understanding of specific limitations of work role, responsibility and professional abilities

Essential skills:

It is critical that the candidate demonstrate the ability to:

Work within the counselling framework

Manage own values so they do not impede effective work and manage the stress of the work - key indicators of competency

Use interpersonal and general counselling skills and knowledge to obtain relevant client information and respond appropriately, in particular to:

establish confidence with clients through appropriate interpersonal styles and methods

use a range of questioning and interviewing techniques to facilitate exploration of client issues

identify and assess needs of client and client's family including consideration of the physical and emotional safety of clients and their family

encourage users of violence to take responsibility and be accountable for their use of violence

facilitate client's self determination by using appropriate interpersonal skills to encourage clients to set their own personal goals which enhance safety

depending on the work program or services provided apply specific knowledge of particular groups or issues (e.g. alcohol and other drugs (AOD), same-sex relationships, religious, survivors/victims, users of violence, Aboriginal and/or Torres Strait Islander issues, mental health etc)

accurately interpret and comply with legal and procedural requirements

understand own work role and responsibilities in relation to service delivery

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 application of skills in:

interpersonal relationship such as questioning and active listening (paraphrasing, clarifying, summarising) techniques, including non-judgemental and empathic approaches

response ranging from responding sensitively to disclosures to maintaining confidentiality in relation to people affected by domestic violence

assessment for a broad range of unpredictable problems involving analysis, assessment, and evaluation-for example, identifying domestic violence during professional contact with clients and their family

problem solving for a defined range of predictable problems, for example when the needs of client and/or client's family are identified as lying outside a worker's particular professional role the worker should offer the client accurate and current information about appropriate services and workers in other occupational groups

collaboration between worker, client and client's family, and between services and other providers

counselling which challenges violence and abuse and support the change process

literacy and communication in relation to analysis, evaluation and presentation of information including preparing documents and reports related to client needs and service delivery issues

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 will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

Assessment of performance should be over a period of time covering all categories within the Range Statement statements that are applicable in the learning environment

This will include contexts applicable to the work environment, such as actual or simulated workplace situations involving a combination of direct, indirect and supplementary forms of evidence

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 delivered and assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment of this unit include access to:

an appropriate workplace where assessment can take place or simulation of realistic workplace setting for assessment

Where assessment is conducted within the workplace there are no resource implications above those normally available in the workplace

Where assessment is conducted in a simulated or non-workplace environment then access to the necessary equipment and research resources should be provided

Access to simulated exercises, case studies related to service delivery issues will also be required if non-workplace assessment paths are utilised

Method of assessment:

Evidence will be determined by selection from the Range Statement, justified in terms of work requirements, work roles and responsibilities and occupational specialisations

Evidence for assessment of competence may be gathered by appropriate combination of the following:

demonstration of competency within the working environment in counselling clients affected by domestic violence

assessment must be in the workplace, however, where there is not an 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

observation of processes and procedures, oral and/or written questions 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

review of any documentation produced by the candidate related to client needs analysis and counselling clients in relation to domestic violence

Related units:

This unit should be assessed after or in conjunction with related unit:

CHCDFV402C Manage own professional development in responding to domestic and family violence

For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit:

CHCCS607D Coordinate the assessment and delivery of services to clients with particular needs

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.

Interpersonal skills may include:

Means by which an emotionally safe and empathic environment is created

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

Methods of communicating with different age, religious, gender and sexual identity groups

Non-judgemental communication techniques

Using strategies that empower client to ensure safety of client and family

Cultural, sub-cultural awareness/sensitivity

Demonstrating empathy

Using appropriate body language

Reflecting, summarising and paraphrasing

Asking open-ended questions

The ability to ask direct questions about violence in a sensitive and appropriate way

Using conflict management skills if appropriate

If needed, use of a qualified interpreter whose involvement will not jeopardise the safety of the client and/or client's family

Recognition of client/worker power differences

Maintaining confidentiality

Active listening

Techniques to challenge client's behaviour and attitudes where appropriate

Clients may include:

Individuals (inclusive of children, youth, adults and the aged)

Referred or self-referred clients

People with specific needs seeking access to services

Voluntary and involuntary clients

Survivors/victims of domestic violence, their families and friends

Users of violence and their family

Interviews and interactions with clients may be either informal or formal and include:

Scheduled or impromptu

Via telephone or in person

Separate interviews

Other specialist assistance

Through a qualified interpreter whose involvement will not jeopardise the safety of the client or their family

Those conducted in a safe environment which encourages disclosure when appropriate

Specific needs relating to clients may include, but are not limited to those:

Who have a disability

Who come from diverse cultural and sub-cultural backgrounds

Whose preferred or first language is not english

Who are aged or young

Who live in a remote or rural location

Who are in same-sex relationships

Whose religious beliefs or practices need to be considered

Who have addiction or dependency issues

With a dual diagnosis

Who are of a particular gender

Who come from an aboriginal background

Who come from a torres strait islander background

Who have mental health issues

Rights and responsibilities include those relating to:

Rights of safety

Rights under common law

Rights outlined under relevant standards/principles and charters (e.g. Un declaration on rights of the child)

Rights under the constitution

Rights and responsibilities under legislation
(e.g. freedom of information and child protection legislation)

Guidelines relating to parameters of confidentiality/client consent

Worker's code of ethics

Rights of victim to access crime compensation

Organisation standards and procedures include those relating to:

Client and worker safety

Collection and storage of information

Client interview protocols and procedures

Code of conduct/code of ethics

Principles and implementation of duty of care and rights of client to self determination

Departmental, inter-departmental regulations, protocols and procedures relevant to work role and responsibilities

Inter-agency practice and protocols

Personnel procedures

Organisation mission statement and/or philosophy

Assessment for eligibility to access particular services

Completion of forms and applications

Guidelines relating to parameters of confidentiality/client consent

Occupational health and safety

Industry standards

Legislative and statutory requirements may include

Relevant State/territory/Commonwealth legislation (e.g. domestic violence, guardianship, disability services, immigration, anti-discrimination, child protection, legal practice legislation)

International conventions relating to the rights of children and young people

Relevant international conventions on civil and human rights

Freedom of Information legislation

Questioning and other communication techniques may be adjusted as appropriate according to:

Whether client has experienced domestic violence or was a user of violence

Client's needs

Cultural diversity

Religious beliefs/practices

Disabilities

Language

Communication methods/styles

Appropriate interpersonal styles

Risk may refer to client, client's family and/or worker and be indicated by the following:

Self identification of risk

Evidence of physical injuries

Threat to safety

Current or previous criminal charges for assault of client by partner/ex-partner

Current or previous police involvement

Objective assessment of client's current ability to protect self and children from further assault or harm

Threat or attempts to self-harm

Feelings of depression, anger, low self-esteem, suicidal thoughts, emotional distress or sleep disturbances

Medical problems such as overuse of tranquillisers, or alcohol, drug or substance abuse

Intimidation and harassment

Existing or previous orders relating to domestic violence (e.g. apprehended violence order), or breach of orders

Avoidance of discussion regarding possible abuse

Client being denied access to funds, resources or required medications

Implausible explanation for injuries

Repeated requests for financial assistance

Other factors that may indicate a history of violence

Children's behaviour and developmental level

Current behaviours of user of violence

Frequent hospital visits/admissions

Current or previous separation

Family court and/or relationship history

Implied or actual threats to harm the worker by user of violence

Goals should be realistic and attainable and may be:

Those set out in a case plan

Those set out by the individual

Related to compliance with directions/orders

Immediate, short term, long term

Or any combination of the above

Services and support may be internally or externally provided and could include, but are not limited to:

Safety, physical and emotional security

Assistance to gain economic support

Protection from financial exploitation

Immediate and appropriate responses which aim to ensure/maintain safety

Legal or medical information and support

Accommodation/transportation

Access to services/information

Counselling (individual, family or group focused)

Referrals to specialist services

Referrals to community support and/or education groups

Establishment of community networks

Domestic violence awareness raising programs

Provision of assistance to address issues, gather information and locate other resources

Advocacy

Appropriate people include:

Organisation management, colleagues, supervisor, team members

Acknowledged domestic violence specialists

Various community groups representing cultural, sub-cultural, religious, social, ethnic, gender, sexual identity, and age groupings within the community

Government representatives and service providers

Behaviour change groups, such as user of violence groups, drug and alcohol groups

Family members, friends, care-givers

Support groups such as survivors/victims of violence groups, community houses, women's networks, church groups, refuges, and professional associations

Authorities responsible for provision of community and justice administration services, for example, local councils, legal services, such as legal aid, and state and commonwealth agencies

This unit contains Employability Skills