CHCER301B
Deliver emergency relief services

This unit describes the knowledge and skills required by workers involved in the provision of emergency relief services

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