Elements and Performance Criteria

Presenting problem or issue:
A client with secondary or multiple issues is most likely to present 'first' to the following types of services (for an issue relevant to those services):
Child protection
Juvenile justice / youth service
Social housing
Employment service

Indicators of harm, neglect, abuse or risk of harm
Physical symptoms such as injuries or loss of weight
Verbal and non- verbal cues

Impairment to cognitive functioning caused by acquired brain injury such as loss of memory, inability to concentrate, plan, organise
Reports from the individual, carers or other workers
Psychological/emotional indicators

Harm, neglect, abuse or risk of harm includes:
Physical
Emotional
Cognitive
Psychological
Sexual
Financial

Appropriate sources of information would include
Case Notes
File
Other workers

Harm, neglect, abuse or risk of harm may be from:
Carers
Workers/service providers
Self
Family or significant others
Community members

Responses to indicators of risk of abuse, neglect or harm include
Intervention to remove the risk
Reporting to appropriate personnel
Investigating
Seeking specialist support/services
Referral
Following State/Territory legislative requirements

Responses to indicators of risk of abuse, neglect or harm will be determined by:
Legislation
The specific job role
Organisational procedures
Family and cultural mores

People who are vulnerable and at significant risk may be:
People with a disability
People with an acquired brain injury
Elderly people
People with mental health issues
Children and young people
Babies under one year of age
Toddlers (children under three years of age)
People who are homeless
People in unequal power relationships

Appropriate procedures to prevent escalation of a potential emergency or crisis situation include:
Calming skills
Manage and contain emotional responses and escalating behaviour
Identify and address source of the issue
Seek assistance from other workers, carers, family, or services

Non presenting problems or issues are likely to be:
Alcohol and other drugs
Mental illness
Developmental disability
Acquired Brain Injury
Abuse and risk of abuse
Domestic violence
Homelessness / inadequate housing
Unemployment
Juvenile justice issues
Communicable disease
Financial difficulties
New arrival in the country

Approaches to addressing specific issues include applying accepted methodologies, underpinning values and philosophies of the specific areas. The following notes offer a guide:
AOD may include knowledge of harm minimization practices, of the effects of AOD on body system and social relationships, and of the signs and symptoms of intoxication. Knowledge of groups and agencies in the community who can respond to individuals with AOD problems by providing treatment and detoxification programs is central. Also important is an awareness of personal bias, and models or perspectives on drug use i.e. disease perspective, moral perspective of both the client and of referral agencies.
Mental health may include recognising basic signs and symptoms of anxiety, depression, suicidal impulses, and indicators of mental illness such as hallucinations or delusion. Knowledge of appropriate referral and intervention services in the community is critical.
Domestic Violence may include an understanding of such violence as an abuse of power perpetrated both in a relationship and after separation and that such violence takes a number of forms. These include physical and sexual violence, emotional and psychological abuse and economic deprivation. Domestic violence occurs across all groups, cultures and creeds. The safety and well-being of individuals subjected to domestic violence should be of primary concern. Knowledge of groups and agencies in the community who can respond to individuals with domestic violence issues is required.
Child Protection will include knowledge of relevant state mandatory reporting legislation and its application. Child Protection will also include knowledge of child development, dynamics of child abuse, risk factors, behavioural/physical indicators of abuse and agencies that respond to child protection matters.
It is vital to recognise that children (particularly infants) in families where abuse of alcohol and other drugs exist are more likely to be at risk of harm. Where there other risk factors such as domestic violence and mental health co exist with AOD issues the potential risk of harm to those children increases significantly.
When working with adult clients who have children, the safety, welfare and wellbeing of the children must be included in all case management practices.
Developmental disability may describe individuals who have a multiplicity of disabilities including difficulty learning, thinking and reasoning, retaining information and forming social relationships. It is vital to recognise the individuality of developmental disabled persons, their right to age appropriate consultation and to self determination. Needs arising from social isolation and the critical importance of primary care-givers in the lives of developmental disabled persons should also be recognised. Knowledge of groups and agencies in the community that can provide advocacy services is required.
Juvenile justice may include knowledge of adolescent clients and their special need as individuals, within families and as part of a group, including stages of development and social issues affecting youth. Recognition of the vulnerability of young people in their dealings with authority and of the protection that should operate during an investigation or proceeding in relation to an offence is required. Knowledge of groups and agencies in the community that can provide services such as advocacy and legal advice to young people in their dealings with the justice system is essential.

Acquired Brain Injury may include awareness of the causes and effects of ABI; understanding of the impact of cognitive impairment on the individual and families, including associated grief and loss issues; knowledge of the ABI service system; skills in working with people with challenging behaviours.

Organisational procedures for collecting and analysing client information may include written and oral input to:
Questionnaires
Assessment Tools
Client profile forms etc

Procedures to prevent escalation of a potential emergency or crisis situation may include:
Using calming communication skills
Managing and containing emotional responses and escalating behaviour
Discussing the situation with the client
Negotiation and mediation
Seeking assistance from other workers or client carers
Providing physical and visual barriers
Evaluating the potential risk of the emergency
Implementing specific communication skills including questioning, reflective listening and body language

Appropriate response to emergencies and crisis situations may include:
Negotiating to prevent escalation
Seeking assistance from other people or agencies
Immediate referral
Intervention to ensure physical safety

Other information could include information from:
The client's carers and or family
Other agencies or workers with knowledge of the client
Client files

Specialist support may include:
Health professionals
Careers and employment advice
Financial counselling
Family and relationship counselling
Child Protection officers
Mental health professional
AOD detox, withdrawal and support
Child care
Centrelink officers

All client information would include:
Behaviour
Responses to questions and other information provided by client
Physical appearance and acuity
File information
Information on the client provided by family, carers, other workers, other agencies

Accepted procedures to evaluate the benefit to the client of referral include:
Discussing options with the client, carers and family
Checking the availability of services within the organisation
Checking the availability and accessibility of other services

Brief intervention will be focussed on providing de-escalation and emotional support:
One-to-one approach, private
Takes short period of time
Can be done by anyone in the team
A client led process
Opportunistic
Used for harm reduction and facilitating behaviour change

Carer respite (eg for clients with ABI)

Organisational policies and procedures may include:
Incident reporting and documentation
Operational guidelines for handling cases involving difficult and challenging behaviour
Record keeping
Legal responses

Decisions to provide a brief intervention will be based on:
The issues of concern to the client and the stage of decision to change is determined
Availability of resources to support the brief intervention
Agency and worker mandate and focus

Critical aspects of assessment

The candidate must demonstrate the capacity to:

Identify the range of relevant issues that may impact on service delivery
Develop an implement a plan in conjunction with the client to address their issues
Provide referral to appropriate services
Evaluation of effectiveness of services
Operate within duty of care and organisational requirements to address client needs

Interdependent assessment of units:
This unit must be assessed after, or in conjunction, with the attainment of competency in the compulsory communication unit within the qualification

Essential knowledge:

Identification of the impact of issues relating to:

Mental Health
Child Protection - this must include essential underpinning knowledge of dynamics of child abuse, indicators of risk and risk factors.
Domestic Violence
Disability
Homelessness
Unemployment
AOD

Knowledge of accepted practices and available referral agencies for working with people experiencing issues related to:

Mental Health
Child Protection
Domestic Violence
Disability
Homelessness
Unemployment
AOD
Or in any form of crisis

Essential skills:
Interpersonal skills to facilitate client to identify options for change and for addressing their issues
Case work skills to ensure effective assessment, intervention and referral
Client management skills to deal with complex needs and difficult or challenging behaviour
Information management to ensure all records are maintained, stored and accessible
Research skills to ensure a current and correct list of relevant services are readily available to the client
Provision of a brief intervention to raise awareness, share knowledge and help client to think about making changes to improve well being
Crisis intervention skills

Consistency in performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment
Consistency in performance should consider the work environment, worker's role and responsibilities in the workplace

Context for assessment:
Competency must be demonstrated in a real work environment
In cases where the learner does not have the opportunity to cover all categories of the Range Statement in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on "What if?" scenarios
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons