Elements and Performance Criteria

When self introduction occurs, the following may need to be considered:
Cultural background of client
Customs familiar to client

Any physical, cognitive or mental problems which may hinder communication, such as deafness, dementia, acquired brain injury

Individual differences may be:
Culture
Age
Economic
Social
Gender
Physical
Emotional
Intellectual
Cognitive
Language
Spiritual

Rights may be detailed in:
Service/outcomes standards documents
Legislation
Organisational policies and practices

Short interpersonal exchanges will be appropriate to the cultural and individual differences of the client and may include:
Chatting in friendly manner
Inquiring about the client's health
Short casual exchanges

Needs of the client may include:
Physical, sexual, physical and emotional support and care
Financial
Household assistance and maintenance
Religious
Cultural
Spiritual
Ceremonial
Recreational
Social
Housing

Assistance may include:
Providing information and advice
Accompanying or providing specific services
Encouragement and support for decisions and actions

Clients may include:
Individual members of the public
Referred or self referred
People with specific needs seeking access to services
Family members and significant others

Organisational standards and procedures include those relating to:
Duty of care
Client interviews and client/staff relationships
Administration of questionnaires and other testing instruments and checklists
Completion of forms and applications

Interviews cover:
Telephone and in person
Through an interpreter or other specialist assistance
Scheduled and impromptu

Client information includes:
Personal and confidential information provided by the client and/or referring agency/person
Client feedback data
Internal organisational information resulting from meetings and assessment panels

Client services include:
Income support (including disability, aged and sole parent support)
Financial and community support services
Training and employment services
Recreational activities
Care and support
Transport and communication
Referrals to specialist services
Referrals to community support and/or education groups
Community participation

Accepted organisational procedures and practice include those related to:
Collection and storage of information
Client interview protocols and procedures
Client communication protocols
Assessment for eligibility to access particular services

Work undertaken includes:
Accessing and providing information about services available from within, and outside the organisation
Assistance in completing forms eg. Applications, and other written materials/submissions
Assistance in seeking access to specific services
Establishing contact with appropriate people to provide support to clients
Setting up meetings and interviews for clients
Acting as spokesperson, as required, for clients

Critical aspects of assessment:
Administration of the organisation's instruments and information gathering mechanisms to assess client needs and their eligibility for specific services
Conducting an assessment interview within defined area of responsibility
Selecting an appropriate service from a range provided by the organisation to match to client needs

Essential knowledge:
Legislative requirements and provisions relevant to area of service delivery and delegated responsibility
Organisational procedures, protocols and practice for client assessment and allocation of services
Relevant assessment instruments

Essential skills:
Oral communication skills required to develop rapport with client. Oral communication skills may include listening, asking questions, providing encouragement. Language used may be English, sign language or community language depending on client group
Literacy competency required to fulfil the procedures of the organisation/service. Language used may be English or community language depending on service/organisation

Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment

Consistency in performance:
Assessment may include observations, questioning or evidence gathered from the workplace eg. Testimonials from clients or colleagues, completed client records etc.
It is recommended that assessment may take place on one occasion but must include clients with a range of different needs

Context of assessment:
This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions