Response to client needs

CHCCCS016 Respond to client needs

This unit is about giving person-centred support to clients. Clients might have a range of issues outside your area of immediate focus or expertise and your organization.

 

How you will be assessed

You will be assessed through:

• Assessor observation
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures and case management notes/day book)
• Your notes of incident debriefings (e.g. case management notes/day book)
• Interview/assignment based on the requirements below.

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Practical

RE CA.

You will be assessed in the workplace with industry operating conditions, where you will need to show that you have respond holistically to the needs of at least five clients.

Show your assessor your workplace and procedures. Explain how it works as you go. Your assessor may ask you any questions on how it works.

Systematic reflection

Regularly debrief incidents in client services. For each incident, say what happened, why, and what can you learn from it. Your assessor will choose one of the following approaches:

• Keep a diary and hand in to your assessor each week during the assessment period. (It can be a day book.)
• Participate in a weekly session (e.g. training session or staff meeting) during the assessment period, and make notes.

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Interview/assignment questions

RK

1. For each of the following, what are the legal and ethical considerations for working with clients?:
1. work health and safety, duty of care.
2. dignity of risk
3. human rights
4. discrimination
5. mandatory reporting
6. privacy, confidentiality and disclosure
7. work role boundaries – responsibilities and limitations
2. How are each of these applied in your organization? In individual practice?
3. Describe your organization’s policies and procedures for:
1. responding to signs of actual or potential risk of abuse, neglect or harm.
2. collecting and analyzing client information.
3. transitioning or exiting a client from the service.
4. What are the signs and effects of:
1. poor physical health
2. poor mental health
3. child protection issues
4. domestic violence
5. disability
6. homelessness
7. unemployment
8. financial difficulties
9. alcohol and other drugs (AOD)
10. trauma
11. culture and religion.
5. In what situations are these things often interrelated?
6. What are your organization’s requirements and referral options for working with people experiencing these issues?
7. What are the signs and effects that someone as a culture and/or religion that means it is hard for them to fit in?
8. How should you respond to them?

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

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Detailed requirements

1. Establish a good relationship with the client. El 1/PC, RS O,In

1. Establish trust and respect.
2. Define boundaries and communicate well.
3. Help clients to identify any problems and decide on your options for action.
4. Tell clients about what you could do and about other options in your organization.
5. Help them to make informed decisions.

 

2. Identify the problems affecting the client. El 2/PC, RS O,In

1. Ask for information from a range of sources to identify possible presenting issues.
2. Follow your organization’s procedures for collecting and analyzing client information.
3. Identify signs of harm, neglect, or abuse or risk of harm.
4. Ask for information from your supervisor to identify any problems.

 

3. Check your information and decide what to do. El 3/PC, RS. O,In

1. What are the client's current needs?
2. Which needs are most important or urgent?
3. What kinds of help are available to you?
4. Does your organization have the ability to meet all those needs? If so, you must notice it and refer the client as needed.
5. If it is outside your particular role, refer the client.
6. Inform your supervisor of any risk of abuse, neglect or harm, and make sure that the client is not in danger.
7. When responding to signs of actual or potential risk of abuse, neglect or harm, follow:
1. relevant legal requirements, including duty of care.
2. your organization’s policies and procedures.

 

4. Refer the client to other services for extra support. El 4/PC, RS. O,In

1. Work with the client to motivate, support and encourage them.
2. Identify the need for extra support and sources of help. Refer them as appropriate.
3. If the client has needs that your organization cannot meet (e.g. ambulance or doctors), encourage them to accept outside help, and support them in what they decide.
4. Refer it to your supervisor to get outside help. If your supervisor approves, give the referral.
5. Follow your organization’s policies and procedures and meet legal requirements for transitioning from or leaving the service.
6. If they need to move to another location (e.g. hospital):
1. Make sure the move goes smoothly and safely.
2. Inform everyone who needs to know.
3. Report it in your records.

 

5. Other.

1. Manage tasks and contingencies on the job
2. N/a Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.

 

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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