Assist with lifestyle and social support needs

This unit of competency describes the skills and knowledge required when providing support services to clients in home and/or community based settings


Work performed requires a range of well-developed skills where some discretion and judgement is required. Individuals will take responsibility for their own outputs and limited responsibility for the output of others


Not Applicable

Elements and Performance Criteria



1. Obtain information regarding the support that is required

1.1 Obtain client information from co-ordinator or supervisor

1.2 Contact and negotiate with the client an appropriate time and venue for the service

1.3 Confirm the scope, nature and frequency of the support needs required with the client and appropriate personnel

2. Maintain equipment and records as required

2.1 Record the details of visit/service in accordance with organisations requirements

2.2 Maintain and use vehicle appropriately in accordance within established guidelines and relevant state/territory transport policies

2.3 Maintain client privacy and confidentiality in accordance with organisation requirements

3. Deliver support service to client

3.1 Follow documented procedures and ethics when undertaking client service delivery to support a clients needs

3.2 Provide assistance in maintaining an environment that enables maximum well being according to own job role, responsibilities and established guidelines

3.3 Provide support that enables clients to direct their own care where appropriate and within the organisations policy and procedures, including directions given by the supervisor

3.4 Reflect the safety and needs of the clients when undertaking support service delivery

3.5 Inform and encourage clients to use appropriate support services

3.6 Inform clients in a courteous manner, the limitations of the service

3.7 Seek assistance when it is not possible to provide appropriate support to the client

3.8 Communicate to the client and other care givers the nature and scope of ongoing support

4. Record client support activities involving financial transactions

4.1 Obtain the clients signature on receipts where required

4.2 Document and retain receipts regarding all financial transactions involving client support activities and/or deal with this process according to established policies and procedures

5. Monitor and evaluate support given

5.1 Obtain and act upon all feedback given by the client regarding the provision of services

5.2 Provide feedback on client services to co-ordinator or other appropriate personnel

5.3 Provide feedback and suggestions where appropriate regarding the clients care plan/program and /or changes in the clients circumstances or needs

5.4 Obtain feedback from the client, client's family and other care givers to support service delivery

5.5 Assess their own job role according to feedback, and make adjustments where required to ensure ongoing best practice to support service delivery

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

This includes knowledge of:

Award guidelines

Common diseases/aliments of target groups i.e. diabetes, Parkinson's, strokes etc

CPR (cardiopulmonary resuscitation)

frailty on lifestyle

HACC (Home and Community Care) guidelines

Impact of own values and beliefs on others

Infection control guidelines

Limits of own authority

Literacy and numeracy relative to delivery of client support

Living skills (ATMS, phone banking/bill paying)

Local facilities - shops, banks etc

Local policy and procedures

Work Health and safety (WHS)

Own immunisation status

Rights and responsibilities of carer and client

Services/facilities for disabled

Essential skills:

It is critical that the candidate demonstrate the ability to

Comply with established policies and procedures

Communicate effectively with clients and on their behalf, if requested

Communicate with other persons from whom advice might be sought to improve service delivery

Respond effectively to client support needs

continued ...

Essential skills (contd):

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

This includes the ability to:

Communicate and negotiate to achieve required outcomes

Deal with conflict

Drive - current driver's licence

Exercise patience and tolerance

Follow organisation policies and procedures relating to work performance including:


managing unsatisfactory performance

using correct hygiene procedures

minimising disruption to the client's home environment

minimising safety hazards for self and others

maintaining confidentiality of clients

Handle fuel

Identify dangerous/hazardous substances

Solve problems including the ability to use available resources and prioritise workload

Transfer client - wheel chair to car etc

Use time management strategies to set priorities

Work with others and display empathy with client and relatives

Use reading and writing skills required to fulfil job roles in a safe manner and as specified by organisation

the level of skill may range from the ability to understand occupational health and safety policy, to reading workplace safety pamphlets or procedure manuals, and writing receipts

literacy support available in the workplace may range from having access to support or assistance from expert/mentor/supervisor, to having no communication supports available

literacy may be required in English or a community language

Use oral communication skills required to fulfil job roles in a safe manner and as specified by the organisation, including skills in :

asking questions

providing clear information

listening to and understanding workplace instructions

clarifying workplace instructions when necessary

competence in English or community language, depending on client group and organisation requirements

Use numeracy skills ranging from the ability to complete basic arithmetic calculations such as addition, subtraction, multiplication, division to recording numbers

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 competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Consistency of performance should be demonstrated over the required range of situations relevant to the workplace

The individual being assessed must have a current driver's license

Context of and specific resources for assessment:

Resource requirements include all the relevant resources commonly provided for lifestyle and social support in a health service setting. Specific tools may include:

Relevant policies and procedures manuals

Documentation relevant to the work context such as organisation:

access and equity principles and practices

client service standards

ethical standards

goals, values and objectives

hygiene and disease control standards

legislation, codes and workplace standards

organisation charts

procedures and guidelines

Method of assessment

This unit is most appropriately assessed in a representative lifestyle and social support workplace context and under the normal range of work conditions. Assessment should be conducted on more than one occasion to cover a variety of circumstances

Assessment may include:

observation of work performance in a home environment

assessee's portfolio/CV

supporting statement of supervisor(s)

recognition-authenticated evidence of relevant work experience and/or formal/informal learning

case studies and scenarios as a basis for discussion of issues and strategies to achieve required lifestyle and social support outcomes for clients in a range of settings

observation in the work place (if possible)

written assignments/projects or questioning should be used to assess knowledge

case study and scenario as a basis for discussion of issues and strategies to contribute to best practice

Access and equity considerations:

All workers in the health industry should be aware of access and equity 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 health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of 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 health of Aboriginal and/or Torres Strait Islander clients and communities

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.

Support may include:

Assisting in meeting spiritual, social, physical, cultural, or other needs


Bill paying

Collection and reading of mail

Ensuring safety, comfort and security

Handling correspondence

Making and keeping medical, grooming, administrative, financial or other appointments

Making telephone calls

Organising cleaning, gardening or other domestic services

Organising provision of meals and beverages

Shopping and storing purchases and other items

Clients may include but is not limited to:

A range of cultures and language backgrounds

Early discharge

Frail aged

Medical condition or illness

Other family members

People with disabilities such as:

cognitive impairment

hearing impairment

mental or intellectual disability

physical disability or frailty

vision impairment

Young disabled

Support must include:

Physical, social, emotional, spiritual and cultural and may involve:

adjusting to location and living condition changes

assistance as required with meals and refreshments

encouraging independent living skills

minimising physical dangers and risk of infection

Equipment may include:

Domestic and/or personal appliances

Motor vehicle

Coordinator may be:

Home care coordinator

Other relevant personnel


Visit/service may be recorded:



State/Territory transport policy may include:


Other legal requirements


Privacy and confidentiality of clients may include:

Conversations on the telephone


Health fund entitlements

Information disclosed to an appropriate person consistent with one's level of responsibility

Legal and ethical requirements

Offering a private location for discussions

Payment methods and records

Public environments

Secure location for written records

Welfare entitlements

Writing details i.e. medical and consent forms

Service delivery environment may include:

Caravan/mobile home

Cultural or entertainment/recreational/sporting venue

Hospital or convalescent home

Hotel, motel or temporary accommodation

House or flat

Inside and outside

Library, business or community agency

Medical/dental surgery

Private or public housing

Shopping centre


Not Applicable

Employability Skills

This unit contains Employability Skills

Licensing Information

Not Applicable