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.

Observations about client may include:
Orientation to person, place, time
Level of coherence
Ability to communicate
Unusual behaviour/communication
Aggression - physical or verbal
Signs of physical injury/distress
Levels of personal distress and anxiety

Appropriate persons may include:
Immediate supervisor
Case manager
Clinician
Representative of other services

Identifying information may include:
Name
Contact information

Information may be collected:
By speaking to others
From written sources
By observation
From inside the organisation
From external sources
From clients

Services may include:
Making an appointment to see someone in the agency/organisation
Providing information on existing services
Referral eg doctor, financial counsellor, women's refuge, youth services

Safety takes into account:
Body language
Tone of voice
Location
Proximity to other people
Stress/anxiety
Aggression

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

Acquired brain injury services
Specialists
Other community based support services
Hospitals
Ambulance
Police

Response to requests for information will take into consideration the inquirer's:
Language and style
Literacy level
Cultural factors
Previous contact
Disabilities

Information is:
Current
Relevant
Culturally and linguistically appropriate
Supportive of the reduction of stigma and discrimination

Information on the service and other relevant services may be delivered in the form of:
Informal discussion
Leaflets/brochures
Correspondence/written reports
Audio-visual
Newsletters/circulars
Published material
Posters/graphic representation

Information may be given about the following types of services:
Carer/consumer groups
Government and non-government services eg Health, accommodation, education/training, employment, social/recreation, counselling, financial, self-help, advocacy, transport, torture/trauma
People with relevant special qualities, knowledge and/or expertise
Government allowances, pensions and benefits
Program activities/timetables
Clinical mental health services

Acquired brain injury services
Cross cultural

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:
Demonstrates an understanding of staff responsibilities in the organisation and own role within this, in terms of obtaining information from clients and referring them to workers within the organisation

Essential knowledge:
Stigma/prejudice
Local community needs
Normal behaviour/unusual behaviour/ impact of cognitive impairment on behaviour
Agency role, agency target group in the community
Basic knowledge of culturally specific behaviour
Agency procedures and policies relating to provision of first point of contact for potential clients
Understanding of relationships between service providers
Other services and networks
Requirements for client registration
Waiting times for the service
Organisational polices and procedures for confidentiality
Organisational storage and recording systems
Organisational activities and timetables
Organisational requirements for monitoring services and/or attendance
Clients rights and responsibilities in the organisation
Workers' rights and responsibilities in the organisation
Knowledge specific to working with people from culturally and linguistically diverse backgrounds
Knowledge specific to working with people at risk of self harm

Essential skills:
Non-judgemental approach to working with people
Reporting skills
Observation skills
Cultural sensitivity
Verbal and non verbal communication
Liaison/referral
Confidentiality
Resolving aggression
Basic negotiation
Safety awareness
Predicting violence
Listening and referral

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

Consistency in performance:
Consistency in performance should consider the range of clients and situations encountered in the workplace

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