Elements and Performance Criteria

The Range Statement explains the scope and context of the unit of competency allowing for differences between workplaces. The scope of variables chosen for training and assessment requirements will depend on the particular work situation.

Client includes:
Individual clients and families and support network of the client
Members of the public seeking information

The contexts of working with clients include:
Contact with a service on a voluntary or involuntary basis
Contact with a statutory activity eg. Notification, first juvenile offence
Within an intervention
Within a support activity or service

Organisational policies and procedures relevant to this unit include:
Emergencies
Occupational health and safety
Referrals
Reporting
Goals, objectives and targets
Accountability
Code of conduct
Confidentiality
Grievance procedures

Implementation of a working relationship will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of children and young persons
Organisational policy and procedures
Relevant program standards
Organisational codes of conduct, ethics

Work with clients may:
Occur at established premises or at other locations used by outreach, street, remote or off-site services. Other locations may include the client's home, public places, workplaces or mobile service centres.

Needs may include:
Emotional support
Social support
Financial advice

Cognitive/behavioural support
Food and clothing
Transport
Emergency relief
Legal advice
Accommodation support
Referral to other agencies
Harm minimisation
Financial device
Consumables
Legal advice

Appropriate communication and relationship building processes may include:
Engagement
Empathy
Non judgemental manner
Active listening
Listening to the person
Acknowledging the person in a pleasant and accepting manner
Treating the person as an individual with their own life history, skills and interests
Rapport building
Warmth
Genuineness
Respect

Possibilities and options for responding to client issues and needs may include:
Referral of the client to a colleague within the organisation
Referral of the client to other agencies in accordance with organisational policies and procedures

Response to clients in distress and crisis will include:
Enlisting support and/or assistance from colleagues or emergency support as appropriate
Using calm and calming behaviour
Reporting incidents promptly and accurately

Client services the person's independence, promotes their abilities and takes into account:
Preferences
Ability to communicate
Level of stress or anxiety
Behavioural disturbance eg. tears, agitation, despair, elation, mood swings, disinhibition caused by acquired brain injury
Verbal or physical aggression
Inappropriate responses
Family and peer support/self help
Need for encouragement
Cultural/linguistic background
Social circumstances eg. family and social support

Client services processes may be informal and/or formal and may include:
Problem solving techniques
Evaluation
Interviewing techniques
Information provision
Group work
Individual support
Working with carers and others
Relaxation management
Stress management
Anger management
Coping strategies
Counselling and support groups

Work with clients may occur in any environment including:
Social settings
Home
Drop in centres
Workplace
Vehicles/transport
Cafes, shopping centres
Structured programs
Legal settings
Other agencies or services

Supervisors and/or colleagues may include:
People from other services
Team members

Assistance may be sought from:
Other staff
Clinical mental health services

Acquired brain injury services
Community based support services
Legal services
Hospitals
Ambulance
Police
Interpreters
Consumer consultants
Transcultural consultants

Other services may include:
Carer/consumer groups
Psychosocial rehabilitation
Accommodation
Specialist disability
Legal
Day support
Employment and/or skill development service eg. Life or living skills
Pre-vocational
Leisure
Recreation
Education
Social activities
Neuropsychological assessment
Behaviour consultancy services
Clinical treatment
Drug and alcohol
Health
Advocacy
Respite
Pharmacies
Financial
Torture/trauma
Spiritual support

The Evidence Guide identifies the critical aspects of assessment, and the essential knowledge and skills to be demonstrated to confirm competency in this unit. The Evidence Guide is an integral part of the assessment of competency and it should be read carefully in conjunction with the Range Statement, elements and performance criteria.
Critical aspects of assessment:
Ability to effectively provide support to clients within organisational procedures
Understanding of role and responsibilities of self and other workers within the organisation
Facilitating exploration of issues
Establishing role definitions
Identifying and working constructively with conflict and resistance
Monitoring own positions and reactions
Clarifying differences in perception
Problem exploration within a pro-active framework

Interdependent assessment of units:
Completion of this unit removed the requirement to complete CHCCS1B "Deliver and monitor service to clients"

Essential knowledge:
Organisational policies and procedures as listed in the range statement
Agency role, agency target group
Issues affecting the client group
Understanding relevant terminology related to the sector
Awareness and understanding of issues relating to work in the sector
Stigma, prejudice and common stereotypes relating to client issues
Culture of service provision in the sector
Relevant policy, regulatory, legislative and legal requirements relating to service provision
Appropriate protocols and cultural systems relevant to work area
Theories and methodologies related to work in the sector
Child protection, mental health and alcohol & other drugs issues as they relate to work in the sector
Working with individuals and groups
Motivational interviewing techniques
Service role and target groups
Related agencies and referral procedures used by the organisation
Awareness of own biases and beliefs
Ethical obligations re: helping relations, confidentiality
Rights of workers and clients
Principles and practices of duty of care
Knowledge specific to working with people from culturally and linguistically diverse backgrounds
Knowledge specific to working with people at risk of self harm
Relationships between service providers
Relevant systems/networks in the local area
Statutory requirements

Where clients have mental health issues the following specific knowledge is required:
Community correctional orders and mental health issues
Mental health promotion
Signs and symptoms of major mental illness
Impact of mental illness and/or psychiatric disability on self esteem, motivation, daily living skills
Common medications for mental illness and their side effects
Psychosocial treatment approaches
Psychiatric disability
Basic understanding of psychosocial rehabilitation processes
Basic understanding of the range of clinical treatment and support services

Where clients have housing issues the following knowledge is required:
Understanding of language used in the community housing sector
Awareness of housing issues
Relationships between service providers
Community housing systems/networks in the local area
Culture of community housing provision

Policy, regulatory, legislative and legal requirements including:

Residential Tenancy Acts or Equivalent
Privacy Act
Legislation underpinning the principles of equal opportunity
Freedom of Information Act
Individual rights
National Housing Policy
National Housing Service Standards (Draft)
Disability Services Acts and standards

Where clients have alcohol & other drugs issues the following knowledge is required:
First aid certification or equivalent skills including cardio pulmonary resuscitation (CPR), bandaging, managing toxic substances, managing bleeding, managing broken bones, managing consciousness, managing choking and knowledge of coma positions
Ability to work with a range of different clients with alcohol and other drugs issues
Conducting work role within established plans, procedures or programs
Range of alcohol and other drugs specific services delivered by the organisation
Alcohol and other drugs use and general effects on body systems and their functions
Alcohol and other drugs use and general social and psychological effects
Drugs/substances most commonly used in local area
Relationship between suicide and alcohol and other drugs use

Essential skills:
Establishing rapport
Effective active listening including questioning
Interpretation of verbal and non verbal communication
Conflict resolution
Problem solving
Strategies for self-protection and self care
Strategies for dealing with aggressive or distressed people
Networking and liaison with other services
Crisis situation responses
Non-judgmental approach to working with people
Report writing
Supportive counselling
Goal clarification
Working with conflict, resistance and levels of risk
Empathy, engagement and rapport building
Communicating interest, respect and concern
Articulating clearly boundaries of own role
Recognising signs and triggers for dependency
Devise and develop tasks to help clients understanding and problem solving efforts
Constructive use of personal and professional authority and influence to support or confront
Interpersonal skills

Resource implications:
Access to a workplace or a simulated workplace where assessment may occur

Consistency in performance:
Consistency in performance should consider particular requirements of support provision delivered in the workplace
Assessment may include observations, questioning or evidence gathered from the workplace
Assessment may take place on one occasion

Context of assessment:
This unit is best assessed in the workplace or in a simulated workplace under the normal range of conditions