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Evidence Guide: CHCCS503A - Develop, implement and review services and programs to meet client needs

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCS503A - Develop, implement and review services and programs to meet client needs

What evidence can you provide to prove your understanding of each of the following citeria?

Identify programs and service requirements to meet client needs

  1. Use client information to target service provision for clients and to enable quality service to be provided
  2. Investigate the needs of clients according to organisation procedures
  3. Establish and apply procedures to monitor, assess and report client satisfaction with service delivery
  4. Interact and consult with clients as required to monitor changing needs so they can be addressed
  5. Seek advice or services from other workers or agencies or primary health practitioners as required
Use client information to target service provision for clients and to enable quality service to be provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate the needs of clients according to organisation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and apply procedures to monitor, assess and report client satisfaction with service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact and consult with clients as required to monitor changing needs so they can be addressed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek advice or services from other workers or agencies or primary health practitioners as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and implement programs for meeting client needs

  1. Undertake appropriate planning to ensure client needs are met
  2. Put in place mechanisms to ensure client service information is recorded, maintained and applied to future client dealings so service developments are well informed and appropriate
  3. Develop programs as required
  4. Review client services in consultation with clients and other relevant people including primary health practitioners
  5. Monitor client service delivery to ensure it upholds the organisation's reputation, addresses individual client differences and meets duty of care responsibility
  6. Identify and address problems in addressing client needs in accordance with organisation procedures
  7. Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures
  8. Maintain high standards of client service delivery in line with procedural and legislative requirements
  9. Seek provision of services from other workers, agencies or primary health practitioners as required
  10. Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures
  11. Facilitate individual differences, rights, needs and preferences within programs
  12. Incorporate special needs in the development of programs and services
  13. Communicate the needs of clients to carers and other workers as required
  14. Make available appropriate program resources
Undertake appropriate planning to ensure client needs are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Put in place mechanisms to ensure client service information is recorded, maintained and applied to future client dealings so service developments are well informed and appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop programs as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client services in consultation with clients and other relevant people including primary health practitioners

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor client service delivery to ensure it upholds the organisation's reputation, addresses individual client differences and meets duty of care responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address problems in addressing client needs in accordance with organisation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain high standards of client service delivery in line with procedural and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek provision of services from other workers, agencies or primary health practitioners as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate individual differences, rights, needs and preferences within programs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate special needs in the development of programs and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate the needs of clients to carers and other workers as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make available appropriate program resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and review programs

  1. Ensure changes to client service are within policy and budgetary frameworks
  2. Ensure the provision of training as required for implementation to meet changing client needs and community expectations
  3. Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements
  4. Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery
  5. Undertake appropriate planning to ensure client needs are met
  6. Develop required programs
  7. Make referrals to external services as appropriate
Ensure changes to client service are within policy and budgetary frameworks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure the provision of training as required for implementation to meet changing client needs and community expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake appropriate planning to ensure client needs are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop required programs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to external services as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 should include all aspects of service provision i.e. analyse, review, plan and develop service etc

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
e.g. testimonials from clients

Required Skills and Knowledge

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:

Design and development of client services and principles of effective service delivery

Specific client services provided by the organisation and associated policies and procedures

Strategic planning and organisation development

Evaluation principles and practices

Local, Commonwealth or State services and associated Commonwealth or State regulations, acts or guidelines re service provision

Community resources

Cultural differences and practices

Common health problems encountered in clients

Depending on the work role or services provided, specific knowledge of particular groups or issues may be required, such as:

alcohol and other drugs (AOD)

cultural and linguistic diversity

risk of self-harm

gender issues and specific needs of women and/or men

community education

Aboriginal and Torres Strait Islander people

mental health

homelessness

Where clients are aged the following specific knowledge is required:

maximising independence

health promotion

emotional, psychological and spiritual needs

cultural, religious and ceremonial needs

maintenance of an adequate diet

dementia

personal hygiene

dressing and grooming

mobility and exercise

Where clients may have disabilities the following specific knowledge is required:

relevant legislation relating to disability issues

relevant specific culture and language used by people with disabilities

knowledge specific to working with families and family systems

understanding different client requirements according to different disabilities

networks in the disability sector

continued ...

Essential knowledge (contd):

Where clients may have disabilities the following specific knowledge is required (contd):

consumer needs and rights including duty of care

principles of empowerment/disempowerment in relation to people with disabilities

principles of access and equity

current issues facing clients and existing services for addressing needs and rights

principles and practices of confidentiality

knowledge specific to working with people from culturally and linguistically diverse backgrounds

knowledge specific to working with people at risk of self-harm

organisation policies, practices and programs relating to the work role

organisation occupational health and safety policies and procedures

organisation philosophy and guidelines

rights and responsibilities of people with disabilities

understanding of stereotypes of people with disabilities

available client services

awareness of own attitudes to people with disabilities

awareness of discriminatory actions

common risks to safety

Where clients experience mental health issues the following specific knowledge is required:

structural, political and other social factors which operate to maintain discrimination against people affected by mental health problems

structural, political and other social factors which can be addressed to improve mental health promotion, such as:

gender

language

culture

ethnicity

age

socioeconomic status

broad knowledge of mental illness and disability issues

internal structure of the mental health system and its relationship within the broader context of health services, welfare services and government

policies relevant to mental health at national, state and local level

relevant agencies and services which may assist in promoting and advocating for mental illness and/or psychiatric disability issues

political lobbying processes

use of media for advocacy purposes

key stakeholders and how to access them

understanding of the balance between the rights of the general community and the rights of people with a mental illness and/or psychiatric disability

relevant regulatory, legislative and legal requirements relating to mental health issues

continued ...

Essential knowledge (contd):

Where clients experience mental health issues the following specific knowledge is required (contd):

knowledge specific to working with people from culturally and linguistically diverse backgrounds

knowledge specific to working with people at risk of self-harm

knowledge specific to the following areas:

working with clients with alcohol and other drugs issues

working with women

working with men

working with children and young people

working with aged clients

working with corrective services clients

working with Aboriginal and Torres Strait Islander clients

community education

Where clients experience AOD issues the following specific knowledge is required:

legal and organisation knowledge:

legal and organisation requirements for client registration, allocation and referral

organisation policies on reporting and confidentiality

organisation policies and procedures for documenting work with clients

understanding agency role, agency target group and the impacts on the local community

range of AOD specific treatment intervention options including detoxification, in-patient treatment programs, outpatient treatment services, and brief interventions

effects of AOD use:

signs and symptoms of medical risk associated with AOD use

stages and symptoms of AOD withdrawal

basic health issues relating to alcohol and/or other drugs use e.g. malnutrition, blood borne diseases, skin infestations, effects of drug use on health, cognitive, social, emotional development and impact on others

basic pharmacology - types of drugs; dose levels; effects of specific drugs; tolerance; treatment approaches broadly

the effects of alcohol related brain injury

consequences and effects of drug substitution/replacement

effects of prescribed drugs on the use of other drugs

patterns of drug use in Australia and the local community

range of use and use scenarios e.g. lifestyle context of illegal drug use

legal issues:

legal status of drugs

legal issues surrounding AOD use

policy:

public health model - interaction of impact of drugs, individual and the environment

harm minimisation including a range of approaches: prevention, early intervention, abstinence, specialist treatment, supply control and safer drug use

continued ...

Essential knowledge (contd):

Where clients experience alcohol and other drugs issues the following specific knowledge is required (contd):

working with clients:

common relapse precipitants

a range of strategies for working with clients

strategies to promote participation in programs

range of cultural contexts - lifestyle, set of beliefs, customs

client empowerment/disempowerment

rights of workers and clients

different lifestyles

self-esteem, abuse issues, self-awareness, own biases, ethical obligations re: helping relationships

types of counselling e.g. motivational interviewing, brief and intensive intervention, relapse prevention

protocols around use of interpreters

client-centredness

case management principles

working with clients at risk of self-harm:

suicidal or self-harming behaviour, ideation or intention

no-suicide contracts and other protective strategies

links between predisposing factors for self-harm, drug use and mental health problems

legal and ethical obligations regarding clients at risk of self-harm or with mental illnesses

Essential skills:

It is critical that the candidate demonstrate the ability to:

Consult effectively with the client/s

Respond to specific client needs

Establish and maintain a network of service providers, including health practitioners

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:

Analyse client needs

Demonstrate oral communication skills required to fulfil the job role in the organisation/service:

oral communication skills may include:

listening, asking questions, providing encouragement, clarifying meaning, clarifying a situation, explaining the needs of aged people to other workers

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

Demonstrate literacy competence required to fulfil the procedures of the organisation/service:

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

Demonstrate written communication skills required to fulfil the job role as specified by the service/organisation:

Written skills may include:

completion of reports or documentation, selecting appropriate language and detail depending on the purpose of the report and the intended audience
(e.g. documentation for funding, accreditation documents, client notes etc)

language used may be English or a community language depending on client group and organisation

communication support is incorporated as required (e.g. using dictionaries, medical books, other reports)

Demonstrate reading skills required to fulfil the job role as specified by the service/organisation:

skills may include reading written material such as policies, procedure manuals and program materials, understanding and interpreting their content

Demonstrate application of skills in:

Consultation

Strategic planning

Organisation development

Review and evaluation

Safe and effective use and coordination of relevant technology in line with occupational health and safety (OHS) guidelines

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 services are:

Specific to the organisation

Clients may include:

Individual members of the public

Other organisations, community groups, individuals and health providers

Other work areas of the organisation

Senior management

Service users

Relevant people may include:

Clients

Family and personal network of clients

Other workers including health providers

Special needs may relate to:

Disabilities

Language

Gender

Culture

Age

Remote location

Training as required for implementation may be identified by:

Relevant program manager

Supervisor

Appropriate program resources may include:

Aids and equipment

Qualified and/or specially trained staff