Elements and Performance Criteria

Planned responses may be based on:
Own ability and experience
Established organisational procedures
Knowledge of individual persons and underlying causes

Difficult or challenging behaviours may include:
Aggression
Confusion or other cognitive impairment
Noisiness
Manipulation
Wandering
Self-destructive
Intoxication
Intrusive behaviour
Verbal offensiveness

Strategies for dealing with challenging behaviours may include:
Divisional activities
Referring to appropriate personnel eg supervisor, security officer
Following established emergency response procedures

Selection of strategies for dealing with challenging behaviours may be based on:
The nature of the incident
Potential effect on different parties, clients staff and others
Established procedures and guidelines

Organisational policies and procedures may include:
Incident reporting and documentation
Operational guidelines for handling incidents and/or cases involving difficult and challenging behaviour
Debriefing of staff involved in incident

Critical aspects of assessment must include:
Identifying when assistance is required
Maintenance of personal safety and the safety of others
Foreseeing and responding quickly and effectively to contingencies
Maintaining duty of care
Knowledge of organisation's reporting process

Concurrent assessment and relationship with other units:
This unit can be assessed independently, however holistic assessment practice with other client/patient and health services units of competency is encouraged

Essential knowledge required includes:
OHS and issues relating to difficult and challenging behaviour
Client/patient issues which need to be referred to an appropriate health professional
Ability to interpret and follow the instructions and guidance of health professionals involved with the care of patient/client

Essential skills include:
Effectively using techniques for monitoring own service area including client satisfaction
Speaking in a firm, diplomatic and culturally appropriate manner
Remaining calm and positive in adversity
Thinking and responding quickly and strategically
Remaining alert to potential incidents of difficult or challenging behaviour
Monitoring and/or maintaining security equipment
Reading and writing skills - literacy competence required to fulfil job roles in a safe manner and as specified by organisation. The level of skill may range from the ability to understand symbols used in OHS signs, to reading workplace safety pamphlets or procedure manuals to reporting incidents. Literacy support available in the workplace may range from having access to support or assistance from expert/mentor/supervisor, to having no communication supports available. Literacy may be required in English or a community language.
Oral communication skills - language competence required to fulfil job roles in a safe manner and as specified by the organisation. Assessors should look for skills in asking questions, providing clear information, listening to and understanding needs of patients/clients, and clarifying workplace instructions when necessary. The organisation may require competence in English or a community language, depending on client group.
Numeracy skills may range from the ability to complete basic arithmetic calculations such as addition, subtraction, multiplication, division to recording numbers
Problem solving skills required include the ability to use available resources, prioritise workload and the ability to seek assistance as required
Ability to work with others and display empathy with patient and relatives

Resource requirements include:
Access to relevant workplace or appropriately simulated environment where assessment can take place
Relevant organisational policy, guidelines, procedures and protocols
Emergency response procedures and employee support arrangements

Method of assessment:
Observation of simulation and/or role play involving dealing with difficult or challenging behaviour
Authenticated transcripts of relevant education/training courses
Authenticated reports of work in responding to difficult or challenging behaviour
Case studies and scenarios as a basis for discussion of issues and strategies in addressing difficult and challenging behaviour

Context of assessment:
This unit is most appropriately assessed in the workplace in a situation where simulation of difficult or challenging behaviour can be achieved, or in a simulated workplace setting under the normal range of workplace conditions. Assessment may be conducted on one occasion but should include a diverse range of sources of difficult and challenging behaviors, as may be expected in the workplace.

A diversity of assessment tasks is also essential for holistic assessment.