CHCCOM005 Communicate and CHCLEG001 Work Legally Ethically

STUDENT ASSESSMENT BOOKLET

CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

WORKING IN COMMUNITY SUPPORT

For class room-based students

CHCCOM005 Communicate and work in health and community services

CHCLEG001 Work legally and ethically

ASSESSMENT TASK 1: WRITTEN QUESTIONS 

TASK SUMMARY:

• This is an open book test – you can use the Internet, textbooks and other documents to help you with your answers if required.
• You must answer all 21 questions correctly.
• Write your answers in the space provided.
• If you need more space, you can use extra paper. All extra pieces of paper must include your name and the question number/s you are answering.
• You may like to use a computer to type your answers. Your assessor will tell you if you can email them the file or if you need to print a hard copy and submit it. WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT? ▪ Access to textbooks and other learning materials.
• Access to a computer and the Internet (if you prefer to type your answers). WHEN DO I DO THIS TASK?
• You will do this task in the classroom or for homework – your assessor will advise.
• Write in your due date as advised by your assessor: 

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You will need to do one of the following: ▪ Answer the questions that were incorrect in writing.

• Answer the questions that were incorrect verbally.

QUESTION 1

What are the Australian Privacy Principles and what do they cover?

QUESTION 2

Provide an example to explain informed consent.

QUESTION 3

Provide three examples of how you would protect client or customer information.

QUESTION 4

1. What is the Universal Declaration of Human Rights? Who uses this?
2. What is meant by ‘human needs’? What are the basic needs?
3. What is meant by ‘human rights’?

QUESTION 5

Bridgette, a registered nurse, is being harassed by a male senior staff member, Alex. He constantly mocks her because she is overweight. Bridget works with Alex on a daily basis and he constantly make jokes and comments about the quality of her work. He also mocks her when she has to do any physical tasks – saying she will probably have a heart attack because she is so fat. When an opportunity to take on a project comes up Alex tells Bridgette that she should not attempt to apply for it because she wouldn’t be fit enough to do the job. 

1. What legislation and policies are being breached?
2. Describe an effective complaints management process that Bridgette could follow if she wanted to formally lodge a complaint. (Provide a step-by-step process.)

QUESTION 6

1. Describe the difference between a code of conduct and a code of practice. 
2. Name two codes of practice that a health and community services worker would work under.

QUESTION 7

80 year old Mr Johnson has been diagnosed with Alzheimer’s disease and is rapidly declining in his overall state of health and wellbeing although he is still able to function at a functional capacity. His doctors have informed his daughter Ellen she needs to move him into a better care facility who are able to strictly monitor her father on a daily basis. Ellen suggests this as an option to her father however he is adamant that he can continue living in his own home with minor support. His doctors consider this unsafe for Mr Johnson however he feels strongly about his decision and refuses to change his mind. Ellen is not comfortable with her father’s decision and advises his doctors that he will move out in to the recommended facility the following Friday. On the Friday morning Mr Johnson is taken unwillingly to the care facility. 

Would you consider Ellen’s choices unlawful? Why/Why not?

QUESTION 8

In the following table briefly describe each of the legal and ethical considerations, their importance in health and community services area and a possible consequence of a breach of each.

QUESTION 9

Jessie works in a Home and Community Care environment. One of Jessie’s elderly clients lives at home with her daughter and granddaughter. Lately you have been concerned that the granddaughter has bruises on her arms and face. Her bruising patterns lead Jessie to suspect the child is being abused. The mother always seems to avoid you and the grandmother says the child keeps falling off her bike. When you talk to the child she does not answer. The child is not your client.

1. Does Jessie have a duty of care to report this suspected abuse? Why/why not?
2. List five other indicators that might suggest that a child is being abused physically or psychologically.

QUESTION 10

Harry is working in Home and Community Care. One of the clients, Arnold has taken a liking to Harry as he reminds him of his son. He often gives Harry small presents and has now offered to pay for a season ticket to the football (they both follow the same team).

What should Harry consider before he accepts this gift?

QUESTION 11

Joan and John are having a conversation about a client:

Joan: I have given Mr Fisher his meds. I helped him take them as he sometimes forgets if we just leave them with him. Can you look in on him in the next half hour as he needs his bandaging done?

John: Oh yes – I agree that we should be assisting him to take his meds as you are right – he’s getting a bit forgetful. Yes I will do Mr Fisher’s bandages straightaway.

1. Which model of communication are Joan and John using? (Tick the correct answer)
   • Linear
   • Interactive
   • Transactional
2. Does John use an affirming statement in his response? If so, what does he say?
3. How does John summarise Joan’s communication to show that he has understood?

QUESTION 12

1. Write an example of an open-ended question.
2. Write an example of a closed question.

QUESTION 13

Joan would like Mr Fisher to use a walking frame instead of his walking stick as he is getting unsteady on his feet. To do this she would like to use a motivational approach rather than a coercive approach. 

In a paragraph, explain what Joan could say to Mr Fisher to motivate him to use the walking frame.

QUESTION 14

Mr Fisher’s daughter, Matilda charges up to Joan. ‘Why isn’t my father being looked after properly? You let him fall over – he could have been badly injured. I’ve a good mind to take him out of this facility!’

How could Matilda have used a more collaborative approach? How would this have been an advantage to her father?

QUESTION 15

When working with a diverse range of people we are bound to come across situations where we need to consider our communication approach. In the following table describe how you would respond to each situation.

QUESTION 16

Giuseppe is a 70 year old man. Today he is looking very uncomfortable. You notice that he is fidgety and keeps getting up to use the toilet. He must have gone 10 times in the last 30 minutes. When you ask him if he is okay, he says, ‘Yes I’m fine’.

It turns out that Giuseppe has an enlarged prostrate and is not able to urinate properly.

1. Why do you think that Giuseppe said he was “fine” when he clearly wasn’t?

A friend comes to visit Giuseppe. She comes to you after the visit and says ‘What’s wrong with Giuseppe? 

Does he have prostate cancer? What treatment is he having?’

1. How should you answer Giuseppe’s friend?

Question 17

Choose a health and/or community services service that you are interested in.

1. What is the function of this service?

Explain how this service interacts with at least two other services.

1. Is this service funded? What is one major source of funding?

QUESTION 18

Describe two ways in which each of the following digital media could be used effectively in a health and community services environment.

QUESTION 19

1. Describe the relationship between legal and ethical frameworks. 
2. Provide one example of a legal requirement.
3. Provide one example of an ethical requirement.

QUESTION 20

A client discloses to you in confidence that they are considering harming another person. Are you obliged to keep this matter to yourself due to confidentiality requirements? Why or why not?

QUESTION 21

1. Provide an example of person-centred service delivery.
2. Provide an example of a multi-disciplinary team and how this team would be used.
3. What are two support services that could be accessed by a disability client?

ASSESSMENT TASK 2: CASE STUDIES

TASK SUMMARY:

• Complete the questions that follow each case study.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

• Access to textbooks and other learning materials
• Access to a computer and the Internet (if you prefer to type your responses).

WHEN DO I DO THIS TASK?

• You will do this task in the classroom or as homework – your assessor will advise.
• Write in your due date as advised by your assessor:

WHAT DO I NEED TO HAND IN?

• Your answers to the questions in each case study.

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You will need to do one of the following:

• Answer the questions that were incorrect in writing. ▪ Answer the questions that were incorrect verbally.

1. How has the personal care worker breached ethical requirements?
2. What would have been the ramifications if Jim had been given antibiotics against the instructions of his wife?
3. How did the personal care worker’s values differ from those of Norni, Jim and the doctor?
4. What action should be taken by the person who heard the personal care worker’s comments?

Norni is very sad after her husband’s death. She confides in you that she misses him terribly. She is glad that he is finally at peace but is also struggling with her decision to refuse treatment. She knows that is what Jim wanted but wishes he was still with her. She tells you that she can’t sleep at night and does not feel like eating at all. She thanks you for the care that you provided to Jim in his last weeks of life.

1. What would you say to comfort Norni? 

Norni is so thankful to you for all the support you have given to Jim and her that she presents you with Jim’s gold watch and says she wants you to have it. It is old and looks very valuable.

1. Would it be a conflict of interest to accept this gift? Explain your answer.
2. What would you say to Norni in regards to the gift she has offered?

1. What issues does Maya face regarding communication with staff?
2. What issues does Maya face in communication with other residents?
3. What assistance can Benny give to other staff to assist them to communicate with Maya?
4. Is Maya being rude when she doesn’t look people in the face when talking to them? Explain your answer.

Benny explains the process that will happen when Maya is near death. Various members of her family will gather to be with her. On her death they will conduct a smoking ceremony to purify the room and remove bad spirits. The body will then be taken back to her homeland to be buried.

The health and safety officer says that he understands this is Maya’s custom, but the smoking ceremony cannot be undertaken in her room. This would set off the smoke detectors and other residents may complain about the smoke. He suggests they do the smoking ceremony when her body is back at home.

Benny rolls his eyes and walks out of the room in disgust.

1. What are Maya’s rights to the smoking ceremony?
2. List two things that Benny can do to support Maya to ensure that her rights are met.
3. List three things that Benny and the health and safety officer should do to resolve their differences.

Advise what you would do in Maria’s position.

James is a member of the local hospital board. His father is getting old and frail and has had some medical problems lately. The family is looking for a prioritised place in the local aged care facility. As member of the board, James will have some say in whether his father is offered a prioritised place or not.

1. What is the problem in this case study?
2. What should be done?

In this situation, nothing is done and James influences the board to approve the priority place for his father. He justifies his action by saying that his father was a clear priority and that the decision would have been the same whether he was on the board or not.

1. If this is the case, has James and the rest of the board made an ethical decision? Why/why not?
2. What should the rest of the board have done?

1. What legislation covers the protection of children against abuse in your state?
2. Herriot has a reputation for lying. Does this mean you should decide whether or not she is telling the truth before reporting the allegation? How may the code of ethics assist you with this decision?
3. Where can you find information about how to deal with allegations of client abuse inside and outside of your organisation?
4. What guidance does a code of ethics give in relation to confidentiality in this case?
5. Is Herriot right when she says her mother has no rights because she is not her real mother?
6. You realise you will need to report this to your supervisor. When should you do this and what would you do if your supervisor was not available?
7. What communication and interpersonal techniques would you use when talking with Herriot?
8. You may have personal values that conflict with those of Herriot’s family. How would you deal with this?

ASSESSMENT TASK 3: ROLE PLAYS

TASK SUMMARY:

There are four role plays in this task. Some role plays have background information that you will need to read and there are also some questions to complete.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

• Your assessor will play the role of the client/colleague in each role play.

WHEN DO I DO THIS TASK?

• You will do this task in the classroom or as homework – your assessor will advise.
• Write in your due date as advised by your assessor:

WHAT DO I NEED TO HAND IN?

• You do not have to submit anything for these role plays

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor sees that you have not shown the right skills/techniques during any of the role plays, they will give you some feedback and you will need to do the role play again.

If your assessor marks any of your written answers as incorrect, you will need to either:

• Answer the questions that were incorrect in writing.
• Answer the questions that were incorrect verbally.

ROLE PLAY 1:HERRIOT AND THE CARE WORKER

This role play is a continuation of Case Study 5 from Assessment Task 2.

In this role play your assessor will play the role of Herriot. 

Herriot is going to tell you some things. 

You will need to take notes about what Herriot says to you, as you will need to discuss her situation with your supervisor in Role Play 2.

As part of this role play you should:

• Listen to what Herriot has to say. Use verbal and non-verbal communication techniques to show Herriot your concern, show respect, and to make sure you have understood her correctly
• Respond appropriately to what Herriot tells you
• Ask for permission to take notes
• Explain what you will do with the information that Herriot has given you.

Your assessor will refer to the following checklist when observing your performance:

• Demonstrate effective communication skills
• Check understanding and demonstrate empathy and respect
• Respond appropriately
• Respect the confidentiality of the disclosure
• Explain duty of care to client and mandatory reporting requirements

ROLE PLAY 2:HERRIOT’S CARE WORKER AND THEIR SUPERVISOR

This role play is a continuation of Role Play 1 above.

In this role play your assessor will play the role of your supervisor, Ian. 

You need to give Ian a verbal report of what Herriot told you. You can refer to your notes during this discussion. You will need to talk about what further action should be taken. 

Ian will ask you questions.

As part of this role play you should:

• Provide a full, accurate and non-judgmental verbal report of what Herriot has disclosed
• Detail your own responsibilities in this situation
• Describe what actions should be taken next by your organisation, including timeframes
• Listen to your supervisor’s instructions and confirm that you have understood what you need to do and what timeframes you have to do it in.

You are to role play a telephone conversation with Jenienne. She is the daughter of a potential client of your residential aged care facility. 

Jenienne is concerned about her father’s rights within the home and the type of care that they will receive. She is also concerned about how information is kept (both electronically and in hard copy) and who will have access to her father’s information.

Your assessor will play the role of Jenienne.

ROLE PLAY 4:ELANA

There are two parts to this task:

1. Role playing a discussion with Elana about the storeroom.
2. Answering a set of verbal questions related to this scenario.

You have been asked by your supervisor to clean out the storeroom – it has become a workplace hazard. Nothing has been sorted and there is stuff all over the floor. 

You are a little concerned because your supervisor has told you to ask Elana to assist you. You know Elana hates doing jobs like this – and the last time you worked with her, she basically told you to get lost!

Your assessor will play the part of Elana. You must ask her to assist you with the storeroom, and try to avoid a conflict. Ian, your supervisor, has asked you to get this done immediately because it is a health and safety hazard.

Following the role play, you will need to answer a set of verbal questions.

ASSESSMENT TASK 4: WORKPLACE TASK

TASK SUMMARY:

You will need to locate and discuss a number of workplace policies and procedures, and a job description.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT? ▪ Access to your work placement service.

• Access to your work placement’s policies and procedures. ▪ A job description for a position in your work placement service

WHEN DO I DO THIS TASK?

• During one of your assessor’s visits to your work placement service.
• Write in the date of your assessor’s work placement visit: 

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor sees that you have not shown appropriate skills or knowledge during any of these tasks, they will give you some feedback and you will need to do the specific task again.

If your assessor marks any of your written answers as incorrect, you will need to either:

• Answer the questions that were incorrect in writing. Answer the questions that were incorrect verbally.

Instructions: For this task you must to locate the following policies, procedures and codes at your work placement service: Privacy and confidentiality, Access and equity, Reporting of abuse, Code of ethics. You must also locate a job description for a position that you would be interested in. You will discuss each policy and procedure with your assessor – they will ask you questions. Your assessor will ask how each policy and procedure relates to the work you have been doing, or how it relates to the work you have seen others do. Your assessor will ask you a number of questions about the job description you have chosen. Make sure you answer all of their questions to the best of your ability.

ASSESSMENT TASK 5: WORKPLACE TASK – COMMUNICATE WITH CLIENTS

TASK SUMMARY:

• Students are to be observed communicating with clients in their work placement service.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT? ▪ Access to their work placement service ▪ Access to clients. WHEN DO I DO THIS TASK?

• During one of your assessor’s visits to your work placement service.
• Write in the date of your assessor’s work placement visit:

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor sees that you have not shown appropriate skills or knowledge during any of these tasks, they will give you some feedback and you will need to do the specific task again. INSTRUCTIONS:

For this task your assessor will observe you during their visit to your work placement service as you communicate with at least two clients. 

This observation may be undertaken in any situation that is relevant to your workplace. For example, you could be assisting the client with activities of daily living, providing assistance to a client, or just having a friendly conversation. 

ASSESSMENT TASK 6: WORKPLACE IMPROVEMENTS 

TASK SUMMARY:

For this task you are required to identify and discuss two work practice improvements.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

• Access to your organisation’s policies and procedures.
• Access to a computer,
• Access to your supervisor for the meeting (or your assessor will play the role if your supervisor is unavailable). WHEN DO I DO THIS TASK?
• You will do this while you are on your work placement.
• Write in your due date as advised by your assessor:OR:
• During one of your assessor’s visits to your work placement service (if your supervisor cannot take part in this task). ▪ Write in the date of your assessor’s work placement visit (if applicable):

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor marks any of your written answers as incorrect, you will need to either:

• Answer the questions that were incorrect in writing.
• Answer the questions that were incorrect verbally.

INSTRUCTIONS:

1. Identify two improvements that would enhance work practices within your organisation.

You may choose any types of work practices for this task. Some examples include such things as:

• Redesigning a checklist to make it more user friendly
• Suggesting a change to a work practice to make it more efficient
• Providing additional information to staff (such as using a meeting to share information or putting into a poster or flyer format) ▪ Improving work flow
• Improving communication with clients and carers or family.

2. Now you need to write an email to your supervisor that proposes your two suggestions for improvement.

Your email must be written in a professional manner and must include the following information:

• Your description of the improvements.
• The reasons you are suggesting each improvement.
• How each improvement will help staff do their job – including meeting legal and ethical requirements.
• Attach any documents you have designed or redesigned (for example, a revised checklist, revised procedure, poster, work flow chart etc) if appropriate.

You can write your suggestions in dot point form if you wish.

Send your email to your supervisor (or your assessor if your supervisor cannot participate).

3. Organise a time to discuss your email and suggestions with your supervisor. If your supervisor is not available, or does not have time to meet with you, you may meet with your assessor instead who will play the role of your workplace supervisor.

You will need to talk about the following in your meeting:

• Why you think each work practice can be improved.
• Each suggestion for improvement.

You must take notes during this meeting. 

You must also ask your supervisor for feedback on your suggestions. Ask them:

• If they think your suggestions are a good idea.
• If there other things that need to be thought about.
• If they can suggest any improvements to your suggestions.

4. After your meeting with your supervisor (or your assessor), write a short report that provides details about the meeting. Include in your report: ▪ the feedback from your supervisor (or assessor) about your suggestions ▪ any changes that you will need to make to your original suggestions.

ASSESSMENT TASK 7: FEEDBACK AND SKILLS DEVELOPMENT 

TASK SUMMARY:

For this task you are required to obtain feedback on knowledge and skills development.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

• Access to your organisation’s policies and procedures. Access to your supervisor for the meeting. When do I do this task? ▪ You will do this while you are on your work placement. Write in your due date as advised by your assessor:

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You will need to do one of the following: Answer the questions that were incorrect in writing. Answer the questions that were incorrect verbally. INSTRUCTIONS:

• You are to meet with your supervisor and ask for advice about what types of skills and knowledge development you will need to pursue a career in community services. Get feedback on your performance during your work placement – what are your strengths and what are your areas for improvement? What advice can your supervisor give you in regards to enhancing your skills and knowledge? How can you get this professional development?

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