Client interests and rights

CHCADV001 Facilitate the interests and rights of clients

This unit is about helping clients to identify their rights, voice their needs and concerns, and realize their interests, rights, and needs. It applies to workers in health or community services settings who have direct interaction with clients and whose approach is based on human rights. It is normally part of the role of a case worker.

 

How you will be assessed

You will be assessed through:

 

Practical

CA. RE

You will be assessed in the workplace. (If, however, your workplace does not contain the full range of contexts and situations, such as emergencies, you will be assessed through scenarios or realistic simulations. These kinds of situations might occur only rarely or would be unsafe or impractical to use for assessments. Simulations will have all the relevant equipment and resources of the relevant working environment.)

Show your assessor your workplace and the forms and procedures. Explain how it works as you go. Your assessor may ask you any questions on how it works. Most organizations have clear procedures.

You need to show that you have:

  1. Collaborated with a client to identify their interests, needs and rights.
  2. Advocated on behalf of a client to achieve a specific outcome.
  3. Supported a client throughout an organizational or legal complaints process.

 

Interview/assignment questions

All RK

  1. What rights do your clients have under the Universal Declaration of Human Rights?
  2. Describe the relationship between human needs and human rights.
  3. What other human rights statement affect your clients?
  4. What legal and ethical rights do clients have for each of the following?
    1. duty of care.
    2. human rights.
    3. mandatory reporting.
    4. discrimination.
    5. privacy, confidentiality and disclosure.
    6. informed consent.
    7. organization and legal complaints processes.
    8. rights and responsibilities of clients, workers and organizations.
  5. What legal and ethical factors affect giving clients their rights for each of the above? How do they affect individual workers?
  6. What are the common risks to client safety and wellbeing?
  7. In all health and community services contexts.
    1. What is the duty of care when the child is not the client?
    2. What are the signs of risk and adult disclosure?
    3. What are the signs of adult disclosure?
  8. What actions constitute discrimination? Explain how to address them.
  9. What kinds of community resources, networks and referral options are relevant to services that your organization provides?
  10. What are the signs of potential conflict between client needs and organization requirements? Give examples.
  11. What are the differences between negotiation, advocacy, and mediation?
  12. In facilitating client rights, give examples of techniques for:
    1. negotiation,
    2. advocacy, and
    3. mediation.
  13. The terms empowerment and disempowerment have specific meanings in community services. What are they?

Note: Your assessor may also ask you a variety of what if questions.

 

Detailed requirements

1. Facilitate the realisation of client interests, rights and needs. El 1/PC, RS O, In

  1. Discuss the rights and responsibilities of all parties with the client.
  2. Give the client researched, relevant and timely information on their rights and responsibilities.
  3. Inform the client on their rights and responsibilities. Your information needs to be researched, relevant and timely.
  4. Help clients to identify their own interests, rights, needs, choices, and responsibilities.
  5. Identify when rights are infringed or not being met.
  6. Inform the client on available options for meeting their rights and needs, and help them to identify their preferred option.

 

2. Advocate according to the client’s preferences and requests to get optimum results for the client. El 2/PC, RS O, In

  1. Assess whether clients can advocate for themselves.
  2. Work with clients to initiate, negotiate and implement relevant strategies to address their rights and needs.
  3. Identify potential barriers as well as resources.
  4. Identify and contact the most appropriate individuals and/or organizations and represent clients to get optimum results for them.
  5. Make sure information is kept confidential unless its release is authorized.

 

3. Give clients ongoing support. El 3/PC, RS, O, In

  1. Support and encourage clients to exercise their rights and personal preferences without compromising their safety and that of others.
  2. Consult with your supervisor, other support workers and the service about interests, rights and needs of clients. Do so in a way that upholds their rights and supports their reasonable expectations.
  3. Identify situations of risk and refer appropriately.
  4. Minimize potential for harm to clients, yourself, and others.
  5. Meet all other requirements (legal, organization, duty of care).

 

4. Support clients to make complaints. El 4/PC, RS O, In

  1. Discuss organization and legal complaints mechanism and ensure client is aware of rights and responsibilities.
  2. Help clients to lodge complaints.
  3. Monitor the process and give clients ongoing support and information.

 

5. Review progress. El 5/PC, RS L O, In

  1. Discuss progress and outcomes with clients and collaborate on further action if necessary.
  2. Follow up with other services as needed according to the client's preferences.
  3. Get feedback and identify opportunities to improveme your work. Put it into practice as appropriate.

 

6. Other.

  1. Manage tasks and contingencies on the job
  2. Comply with legislation (duty of care).
  3. No applicable industry code of practice.

 

Code for unit reqts:
CA: Conditions of assessment
El/PC: Element & criteria
RE: Required evidence
RK: Required knowledge
RS: Required skills

Code for Foundation skills:
L: Learning
Id: Identify beliefs & thinking
R: Reading
W: Writing

N: Numeracy
O: Oral communication
N: Navigate world of work
In: Interact with others
G: Get work done