Elements and Performance Criteria

The contexts for establishing a relationship with clients include:
Contact with a service on a voluntary or involuntary basis
Request for general or specific information
Pre, during and post intervention

Establishing a relationship with clients will be carried out within requirements established by:
Relevant international conventions on civil, human rights
Cultural protocols, taboos and systems
Organisational mission, philosophy and practices

Critical aspects of assessment:
Facilitating communication of rights, responsibilities, limits and extents of roles and service provision
Observing and collecting feedback about behaviour, actions, progress with goals
Identifying limits of role and taking actions to contact appropriate people
Presentation of information within an informal and formal setting
Applying knowledge related to organisational and legislative requirements

Essential knowledge:
Communication techniques and models
Organisational policies, procedures and philosophies
Legislative and statutory requirements
Conventions on rights of children, young people, civil rights and basic human rights
Service protocols, processes and models
Basic counselling techniques
Basic information collection techniques
Client/worker relationship
Range of available services
Indicators of abuse and appropriate intervention strategies
Family structures and dynamics

Essential skills:
Communication and establishing rapport
Client assessment and behaviour observation
Determining and maintaining role boundaries
Use of personal and professional authority and influence to support or confront
Behaviour management
Stress management

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
Assessment may take place on one occasion

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