Elements and Performance Criteria
- Prepare for the assessment
- Establish rapport with clients, by demonstrating respect and non-judgemental attitude
- Identify need for assessment based on organisation policy and procedure
- Identify and use appropriate assessment toolsand processes according to organisation policy and procedures
- Organise appropriate time and place for the assessment in conjunction with the person being assessed
- Explain privacy principles, organisation policy and procedure and obtain consent from the person
- Ensure appropriate interpreter is available and has been briefed
- Assess client needs
- Identify own limitations in assessing and addressing client needs and, where appropriate, seek assistance from colleagues, senior staff and/or experts in the area
- Use appropriate language and interpersonal skills to identify the diverse needs of clients
- Clearly explain to clients the assessment process and how information is used, including duty of care and organisation policy and processes for mandatory reporting
- Implement risk management processes, as required, to ensure safety of client and worker
- Identify the needs of people who have multiple and complex issues
- Ensure clients are assisted to identify their own needs and any risk factors
- Demonstrate understanding of the potential impact of dual/multiple issues on identifying and prioritising need
- Analyse client needs as a basis for meeting them
- Work with the client to analyse and prioritise their needs
- Seek secondary consultation from specialists as required to assist in assessment with clients
- Assess information about client needs in accordance with accepted organisation procedures to inform decisions about relevant services which can be provided to best address client needs
- Assess client information for complexity, urgency and eligibility so priorities for service delivery can be identified
- Ensure decisions about client needs are based on a full range of relevant information and made in conjunction with the client
- Identify and refer to appropriate services to meet client needs
- Identify services which match client needs from within and outside the organisation
- Identify and access relevant networks, to ensure referral of clients to appropriate services
- Undertake appropriate work to assist clients to access targeted services from within and outside the organisation
- Provide information about other services to clients to assist their decision-making about referral to other agencies
- Empower clients to identify services they prefer for referral
- Gain consent and document for referral to other services
- Provide assistance to complete referral forms and access services, if required
- Encourage clients to advocate on their own behalf to access services
- Make active referrals to services identified in conjunction with the client
- Make referrals to protective services in accordance with mandatory reporting legislation and organisation policy and procedure
- Evaluate assessment and referral processes
- Review the allocation of services delivered to meet client requirements routinely, or as required to ensure a continuing match
- Review changes in circumstances, environmental factors or urgency of client needs in accordance with organisation practices and procedures to ensure client needs continue to be met
- Collect client feedback on adequacy of service delivery as required by the organisation to inform revision of service delivery arrangements
- Routinely seek feedback on individual performance in client service delivery from colleagues and clients