Essential knowledge: The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include knowledge of: Negotiation and conflict resolution strategies to be employed at times of crisis involving clients and colleagues Knowledge and understanding is required of the workplace occupational health and safety (OHS) system sufficient to recognise situations affecting OHS and to take appropriate action to rectify the situation Rights and responsibilities of workers and clients to ensure the safety of individuals in the workplace and in accordance with any duty of care requirements Emergency procedures/protocols and how to access emergency services in the workplace Team roles and responsibilities for reporting requirements Worker responsibilities for child protection reporting and duty of care as result of crisis situations in the work environment Code of conduct for workers of the organisation or professional membership and actions for responding to crisis Aware of verbal and non-verbal presentation and responses in crisis response and management Standard organisation procedures in case of hostile clients Creative responses to workplace challenges at times of crisis Aware of cultural variations in responding to situations and behaviours Understand legal boundaries of interventions Awareness of indicators of potential critical incidents and crisis Appropriate contact procedures for emergency services as required |