CHCCCS015 Provide individualised support

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CHC33015 Certificate III in Individual Support (Ageing)
Advance College
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ASSESSMENT OVERVIEW

This Student Assessment Booklet includes all your tasks for assessment of CHCCCS015 Provide individualised support.

ABOUT YOUR ASSESSMENTS

This unit requires that you complete 4 assessment tasks. You are required to complete all tasks to demonstrate competency in this unit.

Assessment Task	About this task
Assessment Task 1: Written questions	You must correctly answer all questions to show that you understand the knowledge required of this unit.
Assessment Task 2: Case study	You are to read the case study and answer the questions that follow.
Assessment Task 3: Workplace project	You are to develop a report on the support services provided to three different clients.
Assessment Task 4: Workplace observations	You need to complete this task in your workplace. There are two parts to this task: Part A requires you to provide support services to a client Part B requires you to complete and store reports and documentation as per your workplace’s policies and procedures. Your assessor will observe you during this task.

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 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 your own time.
Write in the 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

Provide a definition of each of the following:

Person-centred practice

Strengths-based practice

Active support

QUESTION 2

Explain the following types of person-centred approaches.

PATH – Planning Alternative Tomorrows with Hope

MAPs – Making Action Plans

Circles of Support

Describe what the term ‘self-directed support services’ means.

QUESTION 4

Describe the concept of ‘self-determination’.

QUESTION 5

Part of your role and responsibilities when providing individualised support is to meet your service’s documentation requirements.

What documentation are you required to complete as part of your work in providing client support? Provide at least three examples and explain the purpose of each one.

Example 1:
Example 2:
Example 3:

QUESTION 6

Under what circumstances might you need to complete a client risk assessment? Provide three examples.

Example 1:
Example 2:
Example 3:

QUESTION 7

Provide a definition of each of the following and an example of each in practice.
- Privacy

Confidentiality

Duty of care

Dignity of risk

Discrimination

Mandatory reporting/compulsory reporting

Responsibilities and limitations relating to work role boundaries

Now read each scenario and match it with the correct ethical issue or breach in the table below.

Scenario A

Nancy converted to Islam in her late 30s and is now a practicing Muslim. Nancy became confined to a wheelchair after a car accident in her late 20s.

Belinda, her support worker, often makes strong political and racial comments about Muslims living in Australia to both clients and colleagues. She is unaware that Nancy is a Muslim.

Scenario B

You overhear Beth, one of your colleagues, talking on the phone to her friend during her lunch break. Beth is laughing to her friend over the phone about the mental health issues of one of her aged care clients and disclosing personal details. Beth is outside in the garden area – you are pretty sure that at least one client has overheard her conversation as well.

Scenario C

Jason, one of the support workers, tells you during his handover that he noticed a few bruises on Carly whilst bathing her before bedtime. Carly is one of his youngest clients, who is only 13 years old.

Scenario D

Steven, one of the support workers, has been known as popular with the female clients. He likes to joke around with them and make them laugh. On occasion he brings in surprise treats or gifts for them.

Lucy, one of his regular clients, tends to receive more gifts from him than the others. This includes flowers, clothes and chocolates. Steven has also been observed to spend time with her beyond the hours of his shift.

Scenario E

Clients in wheelchairs who visit your recreational facility once a week have not been properly informed about the rotting ramp board at the front entrance. There is a side entrance clients can access safely, however they are not advised to use it as the front board seems to be holding up for the time being.

Scenario F

Georgie has a mental illness and wants to go outside and put the fallen twigs that have accumulated in the garden into a big pile. Felipe, his support worker tells him strictly that he’s not allowed to go outside for fear of him poking himself in the eye or falling over. Georgie has fallen over in the garden once before. Felipe locks the door and Georgie begins to cry.

Scenario G

Maria has a mild intellectual disability. She has capacity to make her own decisions, and has not identified anyone who can make decisions on her behalf. Amy, her sister, approaches a new employee at your service and asks them for health information about Maria, particularly related to some new medication she has heard Maria is taking. Maria says she wants to research the medication and make sure that it is the right choice for Amy. The carer looks up Maria’s record and provides Amy with the medication details.

Ethical issue/breach	Which scenario covers this?
Privacy/confidentiality
Discrimination
Work role/boundaries
Duty of care
Mandatory reporting
Dignity of risk

Explain the key objectives of the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD)..

QUESTION 9

Provide three examples of circumstances that require you to make an adjustment or variation of a client’s individual plan.

Example 1:
Example 2:
Example 3:

10

Provide five examples of client rights that you must uphold as part of your job role.

Example 1:
Example 2:
Example 3:
Example 4:
Example 5:

11

Provide two examples of when members of the support team might be required to provide feedback on individual plans.

Example 1:
Example 2:

QUESTION 12

List three situations where a care worker may experience a risk to their health or safety.

13

Identify three examples of risks that can occur in a care environment.

Example 1:
Example 2:
Example 3:

Explain what steps a worker should take when they are confronted with such risks to one’s safety.

QUESTION 14

For each area below, identify three examples of how carers can support ongoing skills maintenance and development of new skills in each area

Life skills
Example 1:
Example 2:
Example 3:

Social skills
Example 1:
Example 2:
Example 3:

Vocational skills
Example 1:
Example 2:
Example 3:

Personal support skills
Example 1:
Example 2:
Example 3:

QUESTION 15

Think about one of your clients or a case study you have heard or read about (for example, perhaps one from your learning materials). What are some factors that would affect the support received by this client?

(SOLVED) Want answer for this assignment; Contact Online Chat Support.

Explain how social devaluation can impact clients who require support.

Explain how cultural differences can affect clients who require support.

QUESTION 16

There are many people you would be expected to work alongside and liaise with in your profession as an individual support worker. In order to provide the best possible care for your clients, it is important to understand the roles and responsibilities of different parties.

For each of the following roles, provide a description of what their expected responsibilities in the workplace would be.

Role	Responsibilities
Carers and families
Person being supported
Health professionals
Individual workers
Supervisors

For each role pairing below, describe the type of interaction that would occur as well as the communication methods or channels.

Role pairing	Reasons for interaction	Communication methods/channels
Supervisor/Individual workers
Health professionals/ Carers and families
Person being supported/ Health professionals
Role pairing	Reasons for interaction	Communication methods/channels
Individual workers/Carers and families
Supervisor/Carers and families
Person being supported/ Individual workers

QUESTION 17

Provide a brief description for each model of care in the table below.

Model of care	Description
Person-centred model
Service delivery
Advocacy
Inter-agency approach
Charity model
Medical model
Rights model

QUESTION 18

There are some situations that you may encounter where it is appropriate to confirm information or details in a client’s individualised plan with their family and/or carers.

Provide three situations under which you may need to communicate with the client’s family and/or carers.

QUESTION 19

One of your responsibilities as a care worker is to observe your clients for changes and report them to your supervisor. List three observations you might make that you would need to report to your supervisor.

QUESTION 20

It is part of your role and responsibility as a care worker to complete workplace documentation, including progress notes and observations of your clients. Services will have specific requirements around how you are to record your information.

Indicate at least six guidelines that must be followed when documenting observations and client information.

QUESTION 21

As part of a service’s privacy procedures, client documentation and other information must be stored in a way that will keep client’s information private.

Explain three ways in which a worker must ensure that information is stored as per procedure.

QUESTION 22

As you are working closely with clients, you will get to know them well and will often be able to identify when something may be wrong or of concern. The signs you are seeing could be that the client has unmet needs.

List four indicators of unmet needs you may encounter in your work as a care worker.

What do I need to hand in for this task?	Have I completed this?
Your answers to each question	o

ASSESSMENT TASK 2: CASE STUDY

TASK SUMMARY:

You are to read the case study and answer the questions that follow.

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 your own time.
Write in the 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:

Read the case study below and answer the questions.

CASE STUDY:TULLY

Tully is a 75-year-old female who has an intellectual disability. She enjoys art, reading and music.

She is not overly social and tends to spend time alone privately completing recreational activities. She has been a smoker for 40 years and usually smokes up to 8–10 cigarettes a day. She is able to go for walks for short periods at a time only.

Tully is sensitive to loud noises in the environment, which causes her to become quite anxious and stressed. Being anxious or stressed causes Tully to smoke more frequently through the day.

Tully’s father passed away from lung cancer due to smoking when she was younger, so one of her goals is to cut back on smoking. She is hoping to smoke only 2 cigarettes per day.

Imagine you were Tully’s support worker. Explain how you would do the following:
- Interpret and clarify your role in putting in place an individualised plan for Tully, and why.
- Who you would work with in putting together the individualised plan and why.
- Who you would discuss issues with if you encountered situations that were beyond your skills, knowledge or area/s of responsibility, and what the role of that person would be?
- Ensure that Tully understands her rights as a client and what she can do if she feels her rights are being infringed upon.

Explain how you would work with Tully to determine strategies to help her achieve her goal. In your answer, identify at least three strength-based activities that would assist in promoting her independence, and how you would ensure Tully is able to make her own informed decisions.

Identify at least two other health professionals who may be involved in supporting Tully to achieve her goal.

It’s two weeks later and Tully tells you that she wants to go for a longer walk today, down a particular treelined street that she finds relaxing. Her confidence has been building as she has noticed progress in her general health and wellbeing.

You know that the end of the street has some roadworks being done on it and there are a few noisy trucks and machinery. You tell Tully no, it’s not a good idea and explain why. She becomes frustrated and upset – she was so looking forward to the walk and thinks she can deal with the noise if she knows it’s coming and she can approach it slowly.

Have you done the right thing for Tully? Explain your answer. What other options could you have suggested?

It’s many months later and Tully has successfully quit smoking. She managed to get down to two cigarettes a day, and then decided to quit completely. She is ecstatic at exceeding her original goal! Explain how you would support Tully to maintain the strategies and skills she learned to help her quit smoking, to ensure that she does not ‘fall off the wagon’ and start smoking later down the track.

You go on leave for several weeks and when you return you notice that Tully’s stress and anxiety levels seem to have increased somewhat. She also appears to have put on some weight. There are several unfinished craft activities put aside and she appears to have no interest in completing them.

What appears to be the problem and what might be the risks involved? What would you do in this situation?

What do I need to hand in for this task?	Have I completed this?
Your answers to these questions	o

ASSESSMENT TASK 3: WORKPLACE PROJECT

TASK SUMMARY:

You are required to write a report on the provision of support services for three clients in your workplace (one report for each client).

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

Access to your workplace
Access to three clients in your workplace
Supervisor’s permission form for each client (see end of this task)
Access to three individual support services plans
Access to a computer (if you prefer to type out your answers).

WHEN DO I DO THIS ASSESSMENT?

You will do this task in your workplace.
Write in the due date as advised by your assessor: __________________

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

If your assessor sees that you have not completed all parts of each report correctly, or have not worked with three clients, they will give you some feedback and you will need to resubmit.

INSTRUCTIONS:

This task requires you to choose three clients and report on how you used their individual support plans to provide support.

Before you begin this task, you must obtain permission from your supervisor to work with each client. Where possible, try to choose at least one client who has a guardianship or advocacy arrangement in place, or who has a family member or carer involved in their care.

Ask your supervisor to sign the permission forms at the end of this task. You will need to submit this as part of your assessment.

Review the report template provided – there is one for each client you will need to fill out. This will help you figure out what you need to do and write about.

Your reports will need to be filled in over a period of time, as you will more than likely not be able to fill them out based on one day or one shift of work. Where you are unable to answer or experience any of the items in the template provided, talk to your supervisor about how these items are addressed by carers.

Provide as much detail as you can in your report for each area.

Remember, in order to adhere to privacy and confidentiality procedures, you must make sure that you do not:

identify your clients by name
identify family members or friends of the client by name
document any other identifiable information (such as names of health practitioners, locations of other services being used, etc)
identify colleagues by name.

You should refer to clients as Client 1, Client 2 and Client 3 or similar. Refer to family as Family 1, Family 2 or mother, sister, father, husband etc. Refer to locations in the generic sense, such as ‘a trip to the GP’ or ‘a session with their counsellor’ and so on. Refer to colleagues as Colleague 1 or Staff 1 or Support Worker 1 or similar.

When you have finished each report, give it to your supervisor to review and sign off that your statements are accurate and true records of your work activities and performance.

What do I need to hand in for this task?	Have I completed this?
Your completed report for client 1	o
Your completed report for client 2	o
Your completed report for client 3	o

Provide Individualised Support – Permission Form for Client 1

Supervisor’s approval

I, ____ ,

<Supervisor’s name> approve <student’s name> to undertake this project with _________

<Client’s name>.

Approval is dependent on the following conditions:

The student is to work with three clients.

The student must be supervised at all times when working with the client.

The client or their family may request that this project be stopped at any point. In this case, other arrangements will be made in consultation with the student, the student’s assessor and myself.

Supervisor’s name: __________

Signature: ____________________

Date: ____

Provide Individualised Support – Permission Form for Client 2

Supervisor’s approval

I, ____ ,

<Supervisor’s name> approve <student’s name> to undertake this project with _________

<Client’s name>.

Approval is dependent on the following conditions:

The student is to work with three clients.

The student must be supervised at all times when working with the client.

The client or their family may request that this project be stopped at any point. In this case, other arrangements will be made in consultation with the student, the student’s assessor and myself.

Supervisor’s name: __________

Signature: ____________________

Date: ____

Provide Individualised Support – Permission Form for Client 3

Supervisor’s approval

I, ____ ,

<Supervisor’s name> approve <student’s name> to undertake this project with _________

<Client’s name>.

Approval is dependent on the following conditions:

The student is to work with three clients.

The student must be supervised at all times when working with the client.

The client or their family may request that this project be stopped at any point. In this case, other arrangements will be made in consultation with the student, the student’s assessor and myself.

Supervisor’s name: __________

Signature: ____________________

Date: ____

Assessment Task 3: Report on Client 1
Client support needs
How did you understand your role and responsibilities when determining support needs for this client?
What are the support needs for this individual according to their plan?
Explain the process you followed/took to confirm with the client the details of their individualised plan, and why you would need to do this.

Assessment Task 3: Report on Client 1
Did you need to confirm any information in the plan with the client’s family or carers? If yes, explain why. If no, indicate NA.
How did you ensure that your client understood their rights?
How did you work with the client to support their needs?

Assessment Task 3: Report on Client 1
How did you prepare for support activities? What documentation did you review and information did you gather?
Explain your role and duty of care for this client.
Describe the role and responsibilities of each member of the support team, including your supervisor.

	Assessment Task 3: Report on Client 1
What are the skills opportunities according to the client’s plan?
Providing support
Describe your communication with this client and members of the support team, including your supervisor.
What strategies did you use to develop and maintain trust with your client?
Assessment Task 3: Report on Client 1
What equipment were you required to assemble or use? How did you know what to do and how to do it?
How did you include family and/or carers as part of the support?
How did you help to achieve a safe, healthy, clean and comfortable environment during your work with this client? What procedures do you follow to ensure the above?

Maintaining support
How did you collaborate with the client to ensure services were meeting their needs?
Were any changes to the plan identified? If so, describe the process undertaken, including how the care team, the supervisor and the client worked together.
How did you support the client’ selfdetermination?
What documentation was completed as part of organisation policy and procedures?
Describe the process you take to ensure your client’s information is stored according to workplace policy and procedures. How is client information kept secure from unwanted access?
Supervisor sign off:	The student’s report is a true and accurate representation of their interactions with the client, their family and/or carers (where applicable) and employees in the workplace. Signed:

Assessment Task 3: Report on Client 2
Client support needs
How did you understand your role and responsibilities when determining support needs for this client?
What are the support needs for this individual according to their plan?
Explain the process you followed/took to confirm with the client the details of their individualised plan, and why you would need to do this.

Assessment Task 3: Report on Client 2
Did you need to confirm any information in the plan with the client’s family or carers? If yes, explain why. If no, indicate NA.
How did you ensure that your client understood their rights?
How did you work with the client to support their needs?

Assessment Task 3: Report on Client 2
How did you prepare for support activities? What documentation did you review and information did you gather?
Explain your role and duty of care for this client.
Describe the role and responsibilities of each member of the support team, including your supervisor.

	Assessment Task 3: Report on Client 2
What are the skills opportunities according to the client’s plan?
Providing support
Describe your communication with this client and members of the support team, including your supervisor.
What strategies did you use to develop and maintain trust with your client?
Assessment Task 3: Report on Client 2
What equipment were you required to assemble or use? How did you know what to do and how to do it?
How did you include family and/or carers as part of the support?
How did you help to achieve a safe, healthy, clean and comfortable environment during your work with this client? What procedures do you follow to ensure the above?

Maintaining support
How did you collaborate with the client to ensure services were meeting their needs?
Were any changes to the plan identified? If so, describe the process undertaken, including how the care team, the supervisor and the client worked together.
How did you support the client’ selfdetermination?
What documentation was completed as part of organisation policy and procedures?
Describe the process you take to ensure your client’s information is stored according to workplace policy and procedures. How is client information kept secure from unwanted access?
Supervisor sign off:	The student’s report is a true and accurate representation of their interactions with the client, their family and/or carers (where applicable) and employees in the workplace. Signed:

Assessment Task 3: Report on Client 3
Client support needs
How did you understand your role and responsibilities when determining support needs for this client?
What are the support needs for this individual according to their plan?
Explain the process you followed/took to confirm with the client the details of their individualised plan, and why you would need to do this.

Assessment Task 3: Report on Client 3
Did you need to confirm any information in the plan with the client’s family or carers? If yes, explain why. If no, indicate NA.
How did you ensure that your client understood their rights?
How did you work with the client to support their needs?

Assessment Task 3: Report on Client 3
How did you prepare for support activities? What documentation did you review and information did you gather?
Explain your role and duty of care for this client.
Describe the role and responsibilities of each member of the support team, including your supervisor.

	Assessment Task 3: Report on Client 3
What are the skills opportunities according to the client’s plan?
Providing support
Describe your communication with this client and members of the support team, including your supervisor.
What strategies did you use to develop and maintain trust with your client?
Assessment Task 3: Report on Client 3
What equipment were you required to assemble or use? How did you know what to do and how to do it?
How did you include family and/or carers as part of the support?
How did you help to achieve a safe, healthy, clean and comfortable environment during your work with this client? What procedures do you follow to ensure the above?

Maintaining support
How did you collaborate with the client to ensure services were meeting their needs?
Were any changes to the plan identified? If so, describe the process undertaken, including how the care team, the supervisor and the client worked together.
How did you support the client’ selfdetermination?
What documentation was completed as part of organisation policy and procedures?
Describe the process you take to ensure your client’s information is stored according to workplace policy and procedures. How is client information kept secure from unwanted access?
Supervisor sign off:	The student’s report is a true and accurate representation of their interactions with the client, their family and/or carers (where applicable) and employees in the workplace. Signed:

ASSESSMENT TASK 4: WORKPLACE OBSERVATIONS

TASK SUMMARY:

You will need to complete this task in your workplace in the presence of your assessor. There are two parts to this task:

Part A requires you to provide support services to a client
Part B requires you to complete and store reports and documentation as per your workplace’s policies and procedures.

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

Access to the client’s individual support plan
Approval from your workplace supervisor to work with a client
Access to your workplace service
Access to the client and/or family members of the client
Access to your workplace’s policies and procedures
Access to workplace reports and documentation Access to your supervisor.

WHEN DO I DO THIS TASK?

You will do this task during your assessor’s visit to your workplace.
Write in the date of your assessor’s workplace 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:

You will need to complete this task in your workplace during your assessor’s visit. Your assessor will observe you as you work.

You will need to choose one client to work with. You must obtain permission from your supervisor to have this client participate in the task – see the permission form provided at the end of this task.

Look at the checklists below and talk to your supervisor about your choice of client – will you be able to demonstrate all of these things?

Note that your assessor may observe you over more than one occasion if they are unable to see all the requirements at the one visit.

PART A:PROVIDING SUPPORT SERVICES

For this part of the assessment your assessor will observe you providing support services to a client by following their individual support plan.

The types of support you provide your client will vary depending on your client’s needs. Ideally your work will involve the use of some equipment.

If your client does not use any equipment, your assessor will ask you to demonstrate the use of some equipment commonly used the workplace for support activities. A time will be organised for you to do this in consultation with your supervisor so you can have access to the equipment. Further instructions will be provided.

Following this observation, your assessor will ask you some verbal questions.

Your assessor will be looking to see that you can:

Review your client’s individual support plan before any care activities commence.

Use your client’s individual support plan to provide the support services.

Effectively communicate with the client, family and/or carer to talk about the contents of their plan and any activities or actions that support the plan.

For example, this should include being polite and courteous; speaking in a way that the client/family can understand; listening and confirming that messages have been understood; appropriate use of body language; and so on.

Ensure you are organised and prepared to undertake support activities

Follow organisation process and procedures when providing support

For example, WHS, privacy and confidentiality, client support, code of conduct and so on.

Safely use required equipment (if there is not equipment required this may be simulated following the observation with the client) when providing support

For example, this should include following manufacturer’s instructions, following directions, obtaining advice and so on. Maintain a safe, healthy and comfortable working environment when providing support

For example, following safe work procedures; doing risk assessments and implementing risk controls; making sure the client is comfortable and so on.

Maintain a clean environment when providing support

For example, use of infection control procedures; leaving things clean and tidy, disinfecting surfaces where required; wearing PPE; using correct hand-washing procedures and so on.

Follow procedures to accurately complete workplace documentation to record information

For example, completing shift notes, progress notes, checklists, etc; may also include verbally reporting to other staff or the supervisor.

Work collaboratively with members of the support team

For example, discussing tasks with the team; sharing information; asking for advice; following instructions; reporting observations. Respect the client and their family and/or carer during service provision and all discussions

For example, respecting differences; being polite and courteous; by being non-judgmental; treating everyone as individuals and so on (may not be able to be seen if you do not have access to the client’s family or their carer)

Communicate and interact with the client in a way that shows a trusting relationship and that you respect their privacy and dignity

Talk to the client about how their needs are being met and whether they want to change anything

Seek assistance as required for tasks outside the scope of own role

For example, when a situation occurs that you don’t know how to handle; if a client has a need that you are unable to address; a client asks for advice that you are not qualified to give, etc

Correctly answer the verbal questions.

PART B:COMPLETE DOCUMENTATION

For this part of the assessment, your assessor will observe you updating and completing reports and other relevant documentation following the provision of support services. This part of the task will also include you discussing your client observations with your supervisor (for example, it may be part of handover or end-ofshift procedures).

Following this observation, your assessor will ask you some verbal questions.

Your assessor will be looking to see that you can:

Complete and maintain documentation by following workplace policy, procedures and protocols

For example, writing a clear and concise report of observations; maintaining confidentiality/privacy; using correct terminology and so on.

Accurately reporting your client observations to your supervisor.

For example, providing a concise and accurate account of observations; answering any questions; may be required as part of endof-shift/handover protocols, referring to information already documented (progress notes or checklists) etc. Store information by following workplace policy, procedures and protocols

For example, by filing documents in correct place; by transferring information onto a computerised record; by maintaining confidentiality (such as locking filing cabinets; not leaving passwords lying around; not leaving client documentation where others can view it, and so on).

Correctly answer the verbal questions.