Elements and Performance Criteria

Clients and others may include:
Family members and friends of the client
Existing clients who do not know what other services are available or how to access those services
People making general inquiries of the service

Communication may be in:
English
Sign language
Community language as required by the service/organization

Diversity may relate to differences and may include:
Physical
Cultural
Religious/spiritual
Social
Age

Organisational guidelines for referral may be:
Written or verbal
By phone

Communication may be via:
Verbal conversations either in person or via telephone
Written notes
Worker, family member or friend who has second language

Critical aspects of assessment:
Relevant policies, protocols, guidelines and procedures of the organisation are followed
Conversations are developed about appropriate topics
Communication that is non discriminatory, supportive and inclusive
Listening and responding to communication initiatives of client
Respect for client is demonstrated
Introduction of self occurs as appropriate
Demonstrates non judgemental attitude in work role

Essential knowledge:
Organisational policies and procedures for referral within the organisation
Roles and responsibilities of workers within the organisation
Organisational policies and procedures for privacy and confidentiality of information provided by clients and others
Knowledge of cultures relevant to the particular service
Cultural diversity in Australia

Essential skills:
Appropriate communication style.
Appropriate verbal and non-verbal communication.
Language, literacy and numeracy competence required to fulfil the job role and appropriate to the organisation and clients. Language may be English or community language as required by the organization.

Resource implications:
Access to relevant workplace or appropriately simulated environment where assessment may take place.

Consistency in performance:
Assessment may include observation, questioning and evidence gathered from the workplace setting
Assessment may be conducted on one occasion but should include a range of clients, reflecting the diverse nature of these who may access the service

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions.