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Elements and Performance Criteria

Required Skills

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

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 proceduresprotocols 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 nonverbal 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

Essential skills

It is critical that the candidate demonstrate the ability to

Use communication skills to defuse hostile situations

listening and understanding

speaking clearly and directly

interpreting the needs of internal and external clients of the organisation

negotiate responsively

persuade effectively

being appropriately assertive

Select communication skills for sensitive and effective approaches with both vulnerable and hostile adults and children in crisis situations

Manage and respond to hostile and aggressive behaviour in accordance with organisation policy and ensuring the safety of clients colleagues and self

Undertake situational risk assessments of potential crisis events involving clients andor colleagues

Undertake problem solving under pressure applying a range of strategies either individually or in a team environment

Resolve client concerns relative to workplace responsibilities

Implement appropriate corrective action as much as possible to eliminate risk

Correctly use safety andor alarm systems is implemented where necessary

Accurately complete incident and hazards records to meet organisation and workplace safety requirements

Apply flexible and resourceful approaches to management of crisis situations involving vulnerable parties

Manage issues of threat or risk which may be associated with involuntary clients

Evidence Required



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 unit of competency	The individual being assessed must provide evidence of specified essential knowledge as well as skills Observation of workplace performance is essential for assessment of this unit however simulated workplace assessment is acceptable Consistency of performance should be demonstrated over the required range of situations relevant to the workplace Where for reasons of safety space or access to equipment and resources assessment takes place away from the workplace the assessment environment should represent workplace conditions as closely as possible

Access and equity considerations	All workers in community services should be aware of access equity and human rights 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 issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on 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 Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment	In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment the remainder should be assessed through realistic simulations projects previous relevant experience or oral questioning on What if scenarios Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on essential knowledge and skills and consideration of required attitudes Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of workplace settings any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

Method of assessment	Observation in the workplace where possible together with one or more of the following written assignmentsprojects or questioning should be used to assess knowledge case study and scenario as a basis for discussion of issues and strategies to contribute to best practice The assessment environment should not disadvantage the candidate Assessment practices should take into account any relevant language or cultural issues related to Aboriginality gender or language barriers other than English Where the candidate has a disability reasonable adjustment may be applied during assessment Language and literacy demands of the assessment task should not be higher than those of the work role

Range Statement



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.

Causes of incidents may include actions and events from:	Others which jeopardises the safety and well being of clients, colleagues and others with in the work environment History of alleged or substantiated issues of child protection nature History of domestic and family violence Actual or potential violent behaviour Incidents of self-harm and suicidal behaviour Inappropriate expressions of intense anger and/or fear Unauthorised entry to services Hostage taking Bomb threats to individuals and/or services Threats of intimidation Engaging hostile involuntary clients

Assess these for relevance to safety may include:	Obtaining information about individuals or group posing threats or hostility Ensuring children and other vulnerable client groups are able to be easily and immediately removed from potential or real crisis situations Determining the most appropriate and accessible escape exits in a crisis Identifying the need for additional staff is required to ensure safety of individuals Awareness of immediate environment and indicators of crisis situations as listed above. Analysing communication exchanges and behaviours of clients to determine levels of risks

Information on potential responses may include:	Separating parties in conflict Defusing strategies: talking with individuals in a calm manner modelling negotiation empathising adopting silence where appropriate Engaging specialist service interventions, eg, mental health services, drug and alcohol services Seeking emergency services, e.g. ambulance, fire or police services Cultural support specialists, e.g. elders, ministers of religions Using communication skills including: listening and understanding speaking clearly and directly persuading effectively being appropriately assertive negotiating responsively

Assistance may include:	Contacting support for the client or colleague affected by the incident e.g. significant others, emergency services, other services providers Facilitating referrals to other services Assisting with writing incident reports Assisting the client to exit real or potential risk situations

Reports may include:	Incident reports as determined by the organisations policies on critical incidents Workplace Health and Safety reports relating to relevant legislation Witness reports for legal action Observational reports to contribute policy revision

Provide debriefing and support may include:	Ensuring colleagues and clients have opportunity to talk through a structured debriefing process individually or in team environment Allowing workers to self select timeout when required to ensure effective practices following a critical incident Assisting workers to access external support services post critical incidents Providing a list of potential services for individuals to access appropriate debriefing Monitoring and providing peer support to workers affected by critical incidents