Application
The work described in this unit will take place within an agency providing emergency relief to individuals and families, generally by volunteer workers Emergency relief may be provided in a range of areas including but not limited to finance, food, shelter, dealing with utilities and health |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Apply communication skills appropriate to emergency relief context | 1.1 Communicate appropriately in order to identify client needs and issues 1.2 Assist clients to resolve their needs and issues using appropriate communication skills 1.3 Communicate mission and values of the service agency appropriately 1.4 Communicate appropriately in working with other agencies |
2. Provide emergency relief services | 2.1 Assess client needs to ensure appropriate support is recommended 2.2 Provide information to clients according to their needs 2.3 Ensure recommended relief services are within agency's capabilities to provide 2.4 Refer clients to other appropriate agencies, services and professionals where necessary 2.5 Provide support and advocacy for clients according to client needs 2.6 Provide emergency relief services according to legislative and agency procedures |
3. Review and monitor own work | 3.1 Identify scope of work to ensure that services provided are within personal and organisation capabilities 3.2 Address diverse views and conflicts within the organisation as appropriate to ensure service provision is maintained 3.3 Participate in organisation monitoring activities to enable service provision to be reviewed 3.4 Seek to address difficulties with appropriate people and seek assistance when required |
4. Undertake administrative duties | 4.1 Maintain networks with other agencies 4.2 Attend review meetings to review agency range of services as required 4.3 Maintain statistics in accordance with organisation requirements 4.4 Maintain client files and financial records in accordance with organisation requirements 4.5 Mentor new volunteers in working within organisation philosophies and ethical frameworks 4.6 Undertake activities as required to support organisation mission and values |
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: Legislation and regulation relevant to emergency relief provision Client confidentiality and privacy requirements Mandatory reporting requirements as appropriate Organisation codes of practice Services available from the agency Own role and responsibilities Knowledge of the principles of equal employment opportunity (EEO), sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices Referral networks and their service provision Availability of resources and assistance within and external to the organisation in relation to emergency services provision Strategies to maintain personal well being |
Essential skills: It is critical that the candidate demonstrate the ability to: Provide services within established timeframes Sensitively communicate with people from diverse backgrounds and cultures Form effective workplace relationships with co-workers and colleagues from diverse backgrounds and cultures Participate in identifying and implementing safe work practices Employ basic conflict resolution and negotiation skills Complete governmental and other documentation and forms Communicate sensitively with clients to establish needs Involve clients in decision-making processes Analyse own work Maintain a distance between self and client in service provision Refer appropriately |
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 Assessment may be conducted on one or more occasions, but should include the normal range of workplace activities |
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 culturally and linguistically diverse (CALD) environments 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, or simulation of realistic workplace setting for assessment |
Method of assessment | Assessment may include observation, questioning and evidence gathered from the workplace environment |
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. | |
Client needs and issues may include: | Financial difficulties Difficulties with utilities Housing issues Dealing with public authorities Food provision Family conflict |
Other agencies may include: | Government departments Utilities Banks Transport providers Courts Health services Church agencies Welfare agencies Local government agencies Police Other service providers |
Information may include: | Available support services Government agencies (federal, state/territory and local) Completing forms and documents Rights and responsibilities of clients |
Appropriate support may include: | Provision of food vouchers Organisation of emergency housing Negotiating with utilities Provision of financial counselling Referral to other agencies Completion of forms Assessing suicide risk Providing information/options |
Legislative and agency procedures may include: | Duty of care responsibilities Limitations of legal responsibility Mandatory reporting requirements Privacy legislation Funding guidelines Work health and safety (WHS) Food handling regulations Anti-discrimination legislation and sexual harassment Equal employment opportunity legislation Health inspections Child protection Police checks Goods and Services Tax (GST) Funding raising legislation Prohibitive employment Disability Racial vilification legislation Service delivery guidelines Food management Codes of ethics and codes of conduct Rights and responsibilities Relief services policies Guidelines for giving vouchers Compliant procedures and resolution Emergency and shut down procedures Office opening/closing procedures Reporting requirements Data collection Risk management Working within roles and responsibilities Volunteer agreements Indemnity insurance Security (personal and property inc information) |
Statistics may include: | Number of clients Client demographics Food given Presenting issues Unmet needs Vouchers Utility accounts Travel Furniture/clothing |
Service monitoring may include: | Agency review procedures Incident debriefing Care of volunteers Performance appraisal Workload management Stress management |
Advocacy may include: | Negotiations with utility companies Negotiations with health and welfare providers Negotiations with finance providers Negotiations with housing providers Negotiations with government agencies Negotiations with education providers |
Sectors
Not Applicable
Employability Skills
This unit contains Employability Skills |
Licensing Information
Not Applicable