Elements and Performance Criteria

RANGE STATEMENT

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.


Introduce self may need to involve consideration of the following:
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
Organisation 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


Client needs 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


Organisation's 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 organisation 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 organisation 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 e.g. 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

EVIDENCE GUIDE

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions
Assessment must include clients with a range of different needs


Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities


Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place


Method of assessment:
Assessment may include observations, questioning or evidence gathered from the workplace e.g. testimonials from clients or colleagues, completed client records etc.