Assessor Resource

HLTCSD306B
Respond effectively to difficult or challenging behaviour

Assessment tool

Version 1.0
Issue Date: April 2024


The unit will be suitable for work roles such as Security Officers, Care Assistance Workers and others exposed to difficult and challenging behaviour

Application of this unit should be contextualised to reflect any requirements, issues and practices specific to each workplace

This unit of competency describes the skills and knowledge required to respond effectively to difficult or challenging behaviour of clients and others

These skills are associated with handling difficult incidents rather than managing ongoing behaviour difficulties

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of Employability Skills

The Employability Skills Summary of the qualification in which this unit of competency is packaged will assist in identifying Employability Skill requirements



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 competency unit:

This unit is most appropriately assessed in the workplace (simulating difficult or challenging behaviour) or in a simulated workplace and under the normal range of work conditions

This unit can be assessed independently, but holistic assessment practice is encouraged with other related units of competency

Assessment may be conducted on one occasion but should include a diverse range of sources of difficult and challenging behaviours, as may be expected in the workplace

A diversity of assessment tasks is also essential for holistic assessment

Access and equity considerations:

All workers in the health industry should be aware of access and equity 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 health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of 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 health of Aboriginal and/or Torres Strait Islander clients and communities

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

Knowledge of organisation's reporting processes

OHS and issues relating to difficult and challenging behaviour

Client issues need to be referred to an appropriate health professional

Essential skills:

Ability to:

Interpret and follow the instructions and guidance of health professionals involved with the care of client

Identify when assistance is required

Maintain personal safety and the safety of others

Foresee and respond quickly and effectively to contingencies

Maintain duty of care

Effectively use techniques for monitoring own service area including client satisfaction

Speak in a firm, diplomatic and culturally appropriate manner

Remain calm and positive in adversity

Think and respond quickly and strategically

Remain alert to potential incidents of difficult or challenging behaviour

Monitor and/or maintain security equipment

Work with others and display empathy with client and relatives

Use literacy skills in reading, writing and oral communication to fulfil job role in a safe manner and as specified by the organisation, including:

understand symbols used in OHS signs

read workplace safety pamphlets or procedure manuals and labels

use appropriate verbal and non verbal communication styles

ask questions

provide clear information

listen to and understand workplace instructions and clarify when necessary

apply literacy skills as required in English or a community language.

Use numeracy skills to complete basic arithmetic calculations such as addition, subtraction, multiplication, division to recording numbers

Use problem solving skills to:

effectively utilise available resources

prioritise workload

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.

Planned responses may be based on:

Own ability and experience

Established organisation 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:

Diversional 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

Organisation 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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify appropriate response to potential instances of difficult or challenging behaviour in line with work role and organisation policies and procedures 
Ensure planned responses to difficult or challenging behaviour maximise the availability of other appropriate staff and resources 
Give priority to safety of self and others in responding to difficult or challenging behaviour 
Ensure response to instances of difficult or challenging behaviour reflect organisation policies and procedures 
Seek assistance as required 
Deal with difficult or challenging behaviour promptly, firmly and diplomatically in accordance with organisation policy and procedure 
Use communication effectively to achieve the desired outcomes in responding to difficult or challenging behaviour 
Select appropriate strategies to suit particular instances of difficult or challenging behaviour 
Report incidents according to organisation policies and procedures 
Review incidents with appropriate staff and offer suggestions appropriate to area of responsibility 
Access and participate in available debriefing mechanisms and associated support and/or development activities 
Seek advice and assistance from legitimate sources as and when appropriate 

Forms

Assessment Cover Sheet

HLTCSD306B - Respond effectively to difficult or challenging behaviour
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

HLTCSD306B - Respond effectively to difficult or challenging behaviour

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: