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 and/or 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 and/or written questioning on essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed and/or is required to be demonstrated over a period of time and/or 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 assignments/projects 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

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 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

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

empathising

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 and/or 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 and/or 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

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