Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCS504A Mapping and Delivery Guide
Provide services to clients with complex needs

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CHCCS504A - Provide services to clients with complex needs
Description This unit describes the skills and knowledge required by community workers to provide services to people with complex needs
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application This unit applies to workers in the community services sector who may be working with people who have complex and multiple needs Workers may include, for example: social housing workers, mental health workers, family violence workers, drug and alcohol workers, disability workers, forced migrant workers, generalist support
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Work with clients facing a range of issues
  • Apply a demonstrated understanding of issues that client may face including:
       
Element: mental health
       
Element: alcohol and other drugs (AOD)
       
Element: imprisonment
       
Element: family violence
       
Element: homelessness
       
Element: child protection
       
Element: disability
       
Element: trauma/grief
       
Element: acquired brain injuries
       
Element: cultural issues
  • Apply a demonstrated understanding of associated and impacting issues:
       
Element: access and equity to services in the wider social environment
       
Element: health
       
Element: cognitive/social
       
Element: personal safety
  • Recognise the impacts complex issues may have on significant others
       
Element: Develop strategies to engage clients with one or more identified needs
  • Recognise impacts of stigma associated with complex needs on an individual, their family and significant others and on the community
  • Undertake an occupational health and safety assessment of the environment and personal safety
  • Apply appropriate personal boundaries
  • Demonstrate rapport building techniques and trust development with the client
  • Use appropriate strategies and procedures to identify and respond to potential behavioural issues
  • Observe and monitor behaviour to identify behavioural risk
  • Respond to behavioural risk to ensure safety of client and self and report and/or refer appropriately
       
Element: Assess and prioritise need
  • Identify needs in conjunction with the client
  • Assess client safety needs in conjunction with the client
  • Determine priorities in conjunction with the client
  • Coordinate a plan in conjunction with the client to address identified needs
  • Recognise circumstances in which a service and/or worker is no longer able to provide the level of service required
       
Element: Refer and follow up identified needs
  • Access and/or negotiate resources in order to deliver identified services
  • Communicate with other organisations and share information in accordance with appropriate protocols and relevant legislation
  • Determine all service providers' understanding of the service delivery plan and their roles and responsibilities within that plan
  • Seek feedback from the client and/or their advocate when evaluating effectiveness of the service delivery plan
  • Seek advice and assistance from relevant professionals where appropriate when the client's goals are not being reached
       


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 unit of competency:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

This unit may be contextualised to reflect its application to:

a range of age related areas such as youth work, aged care

a range of 'issue' types

It is recommended that assessment or information for assessment will be conducted or gathered over a period of time and cover the normal range of workplace situations and settings

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 and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

In particular, assessment is recommended in conjunction with:

CHCCS501A Conduct complex assessment and referral

CHCNET501A Work effectively with other services and networks

Resources required for assessment include:

access to appropriate workplace or simulated workplace where assessment can take place

relevant organisation policy, protocols and procedures

Method of assessment may include:

Observation in the workplace

Written assignments/projects

Case study and scenario analysis

Questioning

Role play simulation

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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:

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:

Legislative requirements:

relevant acts

privacy

duty of care

Occupational health and safety (OHS)

Customer service principles

Personal values

Access and equity principles

Social justice principles

Psychological first aid principles

Consumer rights and responsibilities

Broad understanding of community services sector including:

mental health

AOD

gambling

torture/trauma/grief/loss

disabilities

behavioural disorders

family violence

child protection

prison system

social housing/homelessness

Essential skills:

It is critical that the candidate demonstrate the ability to:

Prioritise and manage the changing service needs of the client with complex and multiple needs

Recognise own limitations and need for assistance

Recognise agency's limitations

Work collaboratively with colleagues, professionals and other services

In addition, the candidate must be able 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 the ability to:

Demonstrate application of skills in:

negotiation and persuasion

liaising and networking

safety assessment

Demonstrate oral communication skills required to develop rapport with client

Oral communication skills may include:

listening

asking questions

providing encouragement

minimising impact of challenging behaviours

Language used may be English, sign language or community language depending on client group

Demonstrate literacy competency required to fulfil the procedures of the organisation/ service

Safely use and coordinate the use of relevant technology effectively in line with OHS guidelines

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.

Safety of client and self may refer to:

Domestic violence

Unpredictable client behaviour (e.g. aggression, dementia, mental health issues, AOD issues)

Hazardous environments

Specific identified health and safety risks

Complex issues may include:

Mental health

Drug and alcohol

Family violence

Poverty

Disability

Challenging behaviour

Age

Aboriginality

Cultural diversity

Complex needs with associated stigma may include but are not limited to:

Mental illness

Homelessness

Drug and alcohol use

Family violence

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
Apply a demonstrated understanding of issues that client may face including: 
 
 
 
 
 
 
 
 
 
Apply a demonstrated understanding of associated and impacting issues: 
 
 
 
Recognise the impacts complex issues may have on significant others 
Recognise impacts of stigma associated with complex needs on an individual, their family and significant others and on the community 
Undertake an occupational health and safety assessment of the environment and personal safety 
Apply appropriate personal boundaries 
Demonstrate rapport building techniques and trust development with the client 
Use appropriate strategies and procedures to identify and respond to potential behavioural issues 
Observe and monitor behaviour to identify behavioural risk 
Respond to behavioural risk to ensure safety of client and self and report and/or refer appropriately 
Identify needs in conjunction with the client 
Assess client safety needs in conjunction with the client 
Determine priorities in conjunction with the client 
Coordinate a plan in conjunction with the client to address identified needs 
Recognise circumstances in which a service and/or worker is no longer able to provide the level of service required 
Access and/or negotiate resources in order to deliver identified services 
Communicate with other organisations and share information in accordance with appropriate protocols and relevant legislation 
Determine all service providers' understanding of the service delivery plan and their roles and responsibilities within that plan 
Seek feedback from the client and/or their advocate when evaluating effectiveness of the service delivery plan 
Seek advice and assistance from relevant professionals where appropriate when the client's goals are not being reached 

Forms

Assessment Cover Sheet

CHCCS504A - Provide services to clients with complex needs
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

CHCCS504A - Provide services to clients with complex needs

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: