This unit may apply in a range of community service contexts

ELEMENT

PERFORMANCE CRITERIA

1. Establish an appropriate working relationship with clients

1.1 Routinely utilise effective communication strategies to ensure:

clients identify their needs

individual and cultural differences are accommodated

1.2 Define the rights and responsibilities of clients and workers and establish and maintain appropriate boundaries

1.3 Assist clients, where appropriate, to obtain counselling or communication skills training

1.4 Identify client's information needs and agree and implement actions to satisfy these as appropriate

1.5 Maximise interaction with clients by utilising appropriate communication, thoroughly exploring problems and possible solutions, and providing a supportive environment which encourages clients to take control of their lives

2. Uphold the rights and responsibilities of clients

2.1 Define and agree the rights of clients and the range of options for addressing these

2.2 Discuss client responsibilities with each client to ensure common understanding

2.3 Recognise and explain individual and cultural differences relating to rights and responsibilities, and identify strategies to deal with these

2.4 Identify appropriate services required by the client and plan their delivery in consultation with the client and other relevant people

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:

Communication techniques and models

Organisation policies, procedures and philosophies

Legislative and statutory requirements

Conventions on rights of children, young people, civil rights and basic human rights

Service protocols, processes and models

Basic counselling techniques

Basic information collection techniques

Client/worker relationship

Range of available services

Indicators of abuse and appropriate intervention strategies

Family structures and dynamics

Essential skills:

It is critical that the candidate demonstrate the ability to:

Facilitate communication of rights, responsibilities, limits and extents of roles and service provision

Observe and collect feedback about behaviour, actions, progress with goals

Identify limits of role and taking actions to contact appropriate people

Present information within an informal and formal setting

Apply knowledge related to organisation and legislative requirements

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:

communication and establishing rapport

client assessment and behaviour observation

determining and maintaining role boundaries

use of personal and professional authority and influence to support or confront

behaviour management

stress management

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

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 delivered and assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment of this unit include access to:

an appropriate workplace where assessment can take place or simulation of realistic workplace setting for assessment

Method of assessment:

Assessment may include observations, questioning or evidence gathered from the workplace

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.

Establish an appropriate working relationshipwill include contexts such as:

Contact with a service on a voluntary or involuntary basis

Request for general or specific information

Pre, during and post intervention

Establishing a relationship with clients will be carried out within requirements established by:

Relevant international conventions on civil, human rights

Cultural protocols, taboos and systems

Organisation mission, philosophy and practices

This unit contains Employability Skills