CHC52015 Diploma of Community Services: Case Management Assessment Workbook 1

This is Assessment Workbook 1 for CHC52015 Diploma of Community Services specialising in Case Management. It includes a knowledge assessment and case studies for CHCLEG003 Manage legal and ethical compliance and HLTWHS004 Manage work health and safety. The workbook covers the basic principles of assessing nationally recognised training, the dimensions of competency, and reasonable adjustment in teaching, learning and assessment for learners with a disability.

CHC52015 Diploma
of Community Services
Specialising in Case Management
Legal and Ethical Compliance
Version 1.4 Produced 10 September 2018
Copyright © 2017 Compliant Learning Resources. All rights reserved. No part of this publication
may be reproduced or distributed in any form or by any means, or stored in a database or retrieval
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prior written permission of
Compliant Learning Resources
Assessment Workbook 1

Version control & document history
Date Summary of modifications made Version
16 January 2017 Version 1 final produced following
assessment validation. 1.0
9 March 2017
Version 1.1 final produced with the
following amendment(s):
 Amended number of
options to be selected
in KA Part 1 Question
1
 Amended KA Part 2
Question 5
 Case Study 3 Task 3
instructions rectified
1.1
1 August 2017
Edited table for Knowledge
Assessment P1 Q13 – 2 should
have “part time”
1.2
27 September
Corrected error in Case Study
numbers in Additional Case Study
Activities: Task 1
1.3
10 September
2018
Updated rates for Knowledge
Assessment: Part 1 Q14 1.4
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TABLE OF CONTENTS
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INTRODUCTION................................................................................................. 4
WHAT IS COMPETENCY BASED ASSESSMENT............................................4
THE BASIC PRINCIPLES OF ASSESSING NATIONALLY RECOGNISED
TRAINING............................................................................................................ 5
THE DIMENSIONS OF COMPETENCY............................................................6
REASONABLE ADJUSTMENT...........................................................................7
THE UNITS OF COMPETENCY.........................................................................9
CONTEXT FOR ASSESSMENT........................................................................10
ASSESSMENT REQUIREMENTS....................................................................10
ASSESSMENT METHODS...............................................................................11
RESOURCES REQUIRED FOR ASSESSMENT..............................................12
ASSESSMENT WORKBOOK COVER SHEET.................................................13
KNOWLEDGE ASSESSMENT..........................................................................14
Part 1 – Managing legal and ethical compliance.....................................14
Part 2 – Managing work health and safety................................................47
CASE STUDIES................................................................................................. 68
Instructions to Student.................................................................................... 68
Case Study 1 – Alex....................................................................................... 69
Case Study 2 – Skylar.................................................................................... 72
Case Study 3 – Eliza...................................................................................... 77
Additional Case Study Activities.................................................................82
Task 1 – Roleplay Activity: Communicating Policies and Procedures.......................82
Task 2 – Distributing Policies and Procedures.........................................................85
WORKBOOK CHECKLIST...............................................................................90
FEEDBACK........................................................................................................ 91
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INTRODUCTION
The questions in this workbook are divided into two categories:
Knowledge Assessment and Case Studies.
The questions under Knowledge Assessments are all in a short answer
format. The longer questions requiring creative and analytical thought
processes are covered in the Case Studies assessment. You must
answer all questions using your own words. However, you may
reference your learner guide and other relevant resources and learning
materials to complete this assessment.
Some questions cover processes you would likely encounter in a
workplace. Ideally, you should be able to answer these questions based
on the processes that are currently in place in your workplace. If this is
not the case, then answer the questions based on processes that should
be implemented in your workplace.
WHAT IS COMPETENCY BASED ASSESSMENT
The features of a competency based assessment system are:
 It is focused on what learners can do and whether it meets the
criteria specified by industry as competency standards.
 Assessment should mirror the environment the learner will
encounter in the workplace.
 Assessment criteria should be clearly stated to the learner at the
beginning of the learning process.
 Assessment should be holistic. That is it aims to assess as many
elements and/or units of competency as is feasible at one time.
 In competency assessment a learner receives one of only two
outcomes – competent or not yet competent.
 The basis of assessment is in applying knowledge for some
purpose. In a competency system, knowledge for the sake of
knowledge is seen to be ineffectual unless it assists a person to
perform a task to the level required in the workplace.
 The emphasis in assessment is on assessable outcomes that are
clearly stated for the trainer and learner. Assessable outcomes
are tied to the relevant industry competency standards where
these exist. Where such competencies do not exist, the outcomes
are based upon those identified in a training needs analysis.
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Definition of competency
Assessment in this context can be defined as:
 The fair, valid, reliable and flexible gathering and recording of
evidence to support judgement on whether competence has been
achieved. Skills and knowledge (developed either in a structured
learning situation, at work, or in some other context) are assessed
against national standards of competence required by industry,
rather than compared with the skills and knowledge of other
learners.
THE BASIC PRINCIPLES OF ASSESSING
NATIONALLY RECOGNISED TRAINING
Developing and conducing assessment, in an Australian vocational
education and training context, is founded on a number of basic
conventions:
The principles of assessment
 Assessment must be valid
- Assessment must include the full range of skills and
knowledge needed to demonstrate competency.
- Assessment must include the combination of knowledge
and skills with their practical application.
- Assessment, where possible, must include judgements
based on evidence drawn from a number of occasions
and across a number of contexts.
 Assessment must be reliable
- Assessment must be reliable and must be regularly
reviewed to ensure that assessors are making decisions
in a consistent manner.
- Assessors must be trained in national competency
standards for assessors to ensure reliability.
 Assessment must be flexible
- Assessment, where possible, must cover both the on
and off-the-job components of training within a course.
- Assessment must provide for the recognition of
knowledge, skills and attitudes regardless of how they
have been acquired.
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- Assessment must be made accessible to learners
though a variety of delivery modes, so they can proceed
through modularised training packages to gain
competencies.
-
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- Assessment must be mutually developed and agreed
upon between assessor and the assessed.
- Assessment must be able to be challenged. Appropriate
mechanisms must be made for reassessment as a result
of challenge.
(Sourced and adapted from: Standards for RTOs 2015, Clauses 1.8 – 1.12)
The rules of evidence (from Training in Australia by M Tovey, D
Lawlor)
When collecting evidence there are certain rules that apply to that
evidence. All evidence must be valid, sufficient, authentic and current;
 Valid
- Evidence gathered should meet the requirements of
the unit of competency. This evidence should match or
at least reflect the type of performance that is to be
assessed, whether it covers knowledge, skills or
attitudes.
 Sufficient
- This rule relates to the amount of evidence gathered It
is imperative that enough evidence is gathered to
satisfy the requirements that the learner is competent
across all aspects of the unit of competency.
 Authentic
- When evidence is gathered the assessor must be
satisfied that evidence is the learner’s own work.
 Current
- This relates to the recency of the evidence and
whether the evidence relates to current abilities.
THE DIMENSIONS OF COMPETENCY
The national concept of competency includes all aspects of work
performance, and not only narrow task skills. The four dimensions of
competency are:
 Task skills
 Task management skills
 Contingency management skills
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REASONABLE ADJUSTMENT
Adapted Reasonable Adjustment in teaching, learning and assessment for
learners with a disability - November 2010 - Prepared by - Queensland
VET Development Centre
Reasonable adjustment in VET is the term applied to modifying the
learning environment or making changes to the training delivered to
assist a learner with a disability. A reasonable adjustment can be as
simple as changing classrooms to be closer to amenities, or installing a
particular type of software on a computer for a person with vision
impairment.
Why make a reasonable adjustment?
We make reasonable adjustments in VET to make sure that learners with
a disability have:
 the same learning opportunities as learners without a disability
 the same opportunity to perform and complete assessments as
those without a disability.
Reasonable adjustment applied to participation in teaching,
learning and assessment activities can include:
 customising resources and assessment activities within the training
package or accredited course
 modifying the presentation medium learner support
 use of assistive / adaptive technologies
 making information accessible both prior to enrolment and during
the course
 monitoring the adjustments to ensure learner needs continue to be
met.
Assistive / Adaptive Technologies
Assistive / adaptive technology means ‘software or hardware that has
been specifically designed to assist people with disabilities in carrying
out daily activities’ (World Wide Web Consortium - W3C). It includes
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screen readers, magnifiers, voice recognition software, alternative
keyboards, devices for grasping, visual alert systems, digital note takers.
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IMPORTANT NOTE
Reasonable adjustment made for collecting candidate assessment
evidence must not impact on the standard expected by the workplace, as
expressed by the relevant Unit(s) of Competency. E.g. If the assessment
was gathering evidence of the candidates competency in writing,
allowing the candidate to complete the assessment verbally would not be
a valid assessment method. The method of assessment used by any
reasonable adjustment must still meet the competency requirements.
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THE UNITS OF COMPETENCY
The units of competency specify the standards of performance required
in the workplace.
This assessment addresses the following unit of competency from
CHC52015 Diploma of Community Services specialising in Case
Management:
CHCLEG003 Manage legal and ethical compliance
1. Research information required for legal compliance
2. Determine ethical responsibilities
3. Develop and communicate policies and procedures
4. Monitor compliance
5. Maintain knowledge of compliance requirements
HLTWHS004 Manage work health and safety
1. Establish work health and safety practices
2. Facilitate consultation, cooperation and communication
3. Monitor compliance with risk control processes
4. Evaluate and maintain WHS
For complete copies of the above units of competency:
Download them from the TGA website: www.training.gov.au
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CONTEXT FOR ASSESSMENT
To complete the assessments in this workbook, students need to have
access to their learning materials and the internet. The written questions
and project may be completed wholly at the student’s home or chosen
place of study.
ASSESSMENT REQUIREMENTS
The assessment requirements specify the evidence and required
conditions for assessment.
Each unit of competency can be unbundled to reveal three key
assessment components:
1. Performance Evidence
- describes the subtasks that make up the element of the unit
2. Knowledge Evidence
- describes the knowledge that must be applied in understanding
the tasks described in the elements
3. Assessment Condition
- describes the environment and conditions that assessments
must be conducted under
The associated assessment method in this kit covers all of these
components as detailed in the matrix to follow:
Units of
Competenc
y
Assessment Activities
CHCLEG003
HLTWHS004
Knowledge assessment  
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Case studies  
ASSESSMENT METHODS
There are seven (7) Assessment Workbooks for the course. Six (6) of
which are Theory Workbooks and one (1) is the Skills Workbook. This is
Workbook 1.
Theory Workbooks
The Theory Workbooks use the following assessment methods:
1. Knowledge Assessment – A set of generic and workplace questions
testing the student’s general knowledge and understanding of the
general theory behind the unit.
2. Case Studies – Detailed scenarios and simulated environments
providing all necessary information required to complete relevant
tasks and activities
The theory workbooks in this course are as follow:
Workbook 1 – Legal and Ethical Compliance
Workbook 2 – Society and Diversity
Workbook 3 – Personal and Professional Development
Workbook 4 – Case Management Part I: Working with Clients
Workbook 5 – Case Management Part II: Working with Peer Case
Workers
Workbook 6 – Program Development
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Skills Workbook
The Skills Workbook contains the practical assessment which covers all
units of competency of CHC52015 Diploma of Community Services
Specialising in Case Management.
These practical assessment activities will be completed during the course
of your Vocational Placement.
You should not commence with the Skills Workbook until you have
completed the six (6) theory workbooks and have received
feedback from your assessor.
The assessment method used in the Skills Workbook includes:
1. Practical Assessment – a set of tasks or activitiescompleted
according to set instructions and guidelines to meet the
requirements of the relevant units. These tasks and activities
require you to have access to a workplace.
The skills workbook in this course is:
Workbook 7 – Skills Workbook
RESOURCES REQUIRED FOR ASSESSMENT
Assessor to provide:
 Case studies and simulations
 Information about work activities, as necessary
Candidate will need access to:
 Computer with internet and email access and a working web
browser
 Installed software: MS Word, Adobe Acrobat Reader
 Access to legislation relevant to the community services industry,
including codes of conduct, WHS legislation, practice standards,
etc.
 At least two (2) persons who will volunteer in the roleplay activity
 Video camera or a mobile phone with video and audio recording
capabilities
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 At least five (5) people who have email accounts
 Printer to print policies and procedures in the Case Study
Assessment
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ASSESSMENT WORKBOOK COVER SHEET
WORKBOOK: WORKBOOK 1
TITLE: Legal and Ethical Compliance
FIRST AND SURNAME:
PHONE:
EMAIL:
Please read the Candidate Declaration below and if you
agree to the terms of the declaration sign and date in
the space provided.
By submitting this work, I declare that:
 I have been advised of the assessment requirements, have
been made aware of my rights and responsibilities as an
assessment candidate, and choose to be assessed at this
time.
 I am aware that there is a limit to the number of
submissions that I can make for each assessment and I am
submitting all documents required to complete this
Assessment Workbook.
 I have organised and named the files I am submitting
according to the instructions provided and I am aware that
my assessor will not assess work that cannot be clearly
identified and may request the work be resubmitted
according to the correct process.
 This work is my own and contains no material written by
another person except where due reference is made. I am
aware that a false declaration may lead to the withdrawal of
a qualification or statement of attainment.
 I am aware that there is a policy of checking the validity of
qualifications that I submit as evidence as well as the
qualifications/evidence of parties who verify my
performance or observable skills. I give my consent to
contact these parties for verification purposes.
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Name : Signature: Date:
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KNOWLEDGE ASSESSMENT
Part 1 – Managing legal and ethical compliance
1. Crucial to your work role in case management in community services
is a solid understanding of legal and ethical compliance
requirements.
Which of the following are reliable sources of information about
compliance requirements. From the options below, select only six
(6).
 a. Federal Register of Legislation
(www.legislation.gov.au)
 b. Legal specialists (e.g. lawyers)
 c. Relevant legislation and regulations
☐ d. Newspapers, tabloids, and magazines
 e. Peak bodies and industry associations
 f. Local, state/territory, national government
bodies
☐ g. Social media platforms (e.g. Facebook and
Twitter)
 h. Relevant supervisors, managers, or other
industry personnel
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2. Provide one (1) local government department or regulatory agency
in your state or territory relevant to the delivery of community
services and provide a description of the department of the agency,
including their function and how they operate.
Guidance: Indicate your state or territory for your assessor’s
reference.
Your state or territory Queensland
One (1) local
government
department or
regulatory agency in
your state or territory
Department of Local Government, Racing and
Multicultural Affairs
Description of its
function and how they
operate
The institution plays an important role for the
development of economic and social issues that
exist all around Queensland. It takes into
account detailed description of every
multicultural affair and racial issues that may
exist in the state. The basis of operation is that
the institution provides information through a
disclosure log and scheme related to publication.
Latest development around Australia is provided
via the institution.
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3. Listed below are some of the national government departments and
regulatory agencies relevant to the delivery of community services in
Australia. Describe their function and how they operate.
National government
departments and
regulatory agencies
Their function and how they operate
Aged and Community
Services Australia
Aged and Community Services Australia, is a
leading body that supports over 700 churches
across the country. It operates by leading a
strong and effective national voice based on the
internal processes and Government.
Secretariat of
National Aboriginal
and Islander Child
Care (SNAICC)
SNAICC supports the aboriginal islanders so that
the community can survive peacefully. It
operates using a network and subscriber base for
over 10,000 organisations and members
originating from community service base.
Department of Social
Services Australia
This department looks after the wellbeing of
individuals and families in the Australian
community. It operates by taking into
consideration any type of abuses such as that of
child abuse to ensure safety of the community.
Mental Health
Australia
Mental Health Australia aims for the promotion
of mentally healthy communities so that it can
influence the reform of mental health patients
across the country. It operates by investing on a
long term basis in the mental health of the
community and improve the systems based on it
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4. Listed below are some industry associations relevant to the delivery
of community services in Australia. In your own words, describe
their function and how they operate.
Industry association Their function and how they operate
Australian Institute of
Welfare and
Community Workers
Inc. (National Office)
This institute is a means by which welfare and
community workers can be brought together
through national and branch meetings. It
operates by formalising training of welfare and
community workers
Case Management
Society of Australia
and New Zealand
CMSA is a national registration and regulatory
body. It operates as case managers in various
departments such as health, academia, welfare
and social research across Australia and New
Zealand.
Australian Association
Of Social Workers Ltd
The AASW acts in an united manner for
contributing to the society dedicated to achieve
social justice. It operates by supporting its
members based on various changes and
developments in individual lives.
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5. In your own words, describe the purpose and relevance of having
plain English documentation for explaining legislation in the delivery
of community services.
English documentation is required for explaining clearly to the people in
the country about the legal laws and ethical policies that they need to
follow. This is mainly because English is the regional language of
Australia and it can be prudent for the people to understand the legal
matters related to community services more clearly.
6. From the options below, select the two (2) correct sources where
you can access plain English documentation to help explain
legislation in the community services industry.
☐ a. Cultural interpreter
☐
b. Guiding documents officially published by the
relevant government departments or regulatory
agencies
 c. TGA (www.training.gov.au)
☐
d. Official or organizational websites of relevant
government departments, regulatory agencies, and
industry associations
 e. Federal Register of Legislation
(www.legislation.gov.au)
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7. The Aged Care Act 1997 is one of the many pieces of legislation
relevant to the community services industry. From the options
below, select the one (1) correct source of plain English
documentation used to help explain this legislation.
☐ a. Residential Care Manual
☐ b. Educators’ Guide to the Early Years Learning
Framework (EYLF)
 c. Guide to Aged Care Law
☐ d. Quality of Care Principles 2014
☐ e. The Guide to the Model WHS Act
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8. Listed below are legal and ethical frameworks to which delivery of
community services must adhere to. In your own words, discuss how
each framework applies to the community services industry.
Legal and ethical
framework
How this applies in the community services
industry
Children in the
workplace
Children considered as minor cannot be forced to
work in heavy-duty workplaces. Right to
education for every children need to be provided
for ensuring a better and educated community
Codes of conduct
Codes of conduct denote the social norms that
need to be followed. For example, ethical
biasness in community service cannot be
tolerated.
Codes of practice
The code of practice can be related to the
complaint handling as well as setting disputes. In
the community services the code of practise
include the operations such as development of a
part of a community
Complaints
management
Every compliant that is being relate to managers,
infrastructure as well as any ethical issues can be
managed for better community
Continuing
professional
education
Professional education need to be provided to
every individual so that they can aid towards the
development of the society and the community in
general.
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Discrimination
Acts related to discrimination in any form need to
be maintained. Legal laws stated in the Anti
Discrimination, Act 1991 is followed for
maintaining the community services within the
community.
Dignity of risk
Risk taken by the community service managers in
terms of legal rights and upgrading any
infrastructure need to be analysed so that any
dignity related to management can be provided
Duty of care
Duty of care defines the legal obligation that
ensures safety and wellbeing of a community. The
legal obligations are enforced upon the
individuals that work at the community centre
Universal declaration
of human rights
The rights of every human being is clearly stated
and ensured that every human being enjoy the
right for the betterment of its personal life
Informed consent
This includes full knowledge and support for an
activity that is undertaken. Risks and benefits are
accessed based on the informed consent provided
Mandatory reporting
This includes reporting about every detail about
the community service members. Any violation of
code or good work performed are reported back
to the management
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Practice standards
The practice standards denote the expectations
that are required from every social worker. The
AASW had developed the practice expectations
required for social workers
Practitioner/client
boundaries
Boundaries such as personal relationship between
practitioner and client need to be maintained so
that professional life is not hampered. This is
usually considered as an ethical consideration in
health care communities
Privacy,
confidentiality and
closure
Every detail of a client needs to be kept
confidential and privacy regarding the problems
explained need to be made. Full closure based on
the management of the information need to be
maintained
Policy frameworks
The policies regarding legal rights and
expectations need to be framed so that every
people working at the community centers can
understand the expected roles played by them
Records management
The records related to the well being of the
children and adults need to be managed so that
further analysis of details can be made. These are
usually maintained in mental health care
institutions
Work role boundaries
The employee employer boundaries are
maintained so that there exists no such confusion
regarding the authority within the institution
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Work health and
safety
Work health and safety practises are maintained
that can help in providing safety of the employees
as well as that of the people involved in the
community practises
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9. The case workers, case managers, other staff, clients, and employers
(community services provider) are all stakeholders in the community
services industry. Each stakeholder have rights and responsibilities
recognised and required, respectively, in accordance with relevant
legislation, standards, and regulations.
For each stakeholder, provide two (2) rights they have and (2)
responsibilities they must fulfil in accordance with relevant
legislation, standards, and regulations.
Write your answers in the spaces provided. The first answer has
already been provided for your reference.
Client
Rights Responsibilities
Sample answer:
The right to be treated with respect
and courtesy.
Sample answer:
Treat staff and volunteers with
respect and courtesy.
Right to be heard Provide opportunities to clients to
voice their opinions
Case manager, case workers, and other staff (Employee)
Rights Responsibilities
Right to safety Provide a safe condition in the
workplace for employees
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Right to be paid with the basic
wage
Provide proper acknowledgement
for the work done
Community services provider (Employer)
Rights Responsibilities
Right to manage the institution
using any leadership technique
Provide guidance as well as treat
the employees and clients with
respect
Right to encourage the employees Provide encouragement to the
employees so that they can be
effective in the community service
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10. Human rights sits at the core of all legal and ethical frameworks
especially in the health and community services.
Explain how human rights is related to human needs, and provide an
example how this is applied in the community services industry.
Your response must be between 60 – 100 words in length.
Human rights are a set of principles that provides equity as well as
fairness to every human being. The needs of the human beings such as
that of being recognised or accepted in a society without a sense of bias
need to be taken into consideration. In the case of the community
services industry, the human rights denote every human being
particularly the aged people need to be an integral part of the society
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11. Listed below are some of the basic principles underlying the
human rights framework and approaches used to continuously
recognise, uphold, and protect these rights.
Explain how each principle is applied in your case management
practice in the community services industry.
Principle underlying
human rights
frameworks and
approaches
How this is applied in your case management
practice in the community services industry
Universality
Every social worker needs to be aware of the
policies so that rights of the human beings can be
maintained. This can help in understanding the
universal application that the community services
possess
Indivisibility
Every act within the community need to be divided
equally. For example, every children need to be
given equal opportunities for growth. Similarly,
every social worker needs to be provided with
equal amount of tasks.
Participation
The participation of every member within the
community need to be upheld and encouraged so
that uniformity is maintained. The participation is
key as it helps in demonstrating the importance of
the community
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12. From the options below, select six (6) instruments or tools used in
the workplace in meeting legal and ethical requirements for human
rights.
 a. Certification and qualification requirements for case
workers
☐ b. Financial assessment to determine whether a client
can pay for services
 c. Charter of clients’ rights and responsibilities
 d. Organisational policies and procedures relevant to
client complaints.
 e. Plain English documentation that help explain
legislation
 f. Continuous improvement policy and procedures
 g. Person-centred approach to service delivery
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13. The Fair Work Act 2009 is the legislation governing industrial
relations in all organisations in Australia, including organisations
providing community services and case management services. The
Act sets the National Employment Standards outlining minimum
employment entitlements, including maximum weekly hours, flexible
working arrangements, leaves, and more.
There are specific requirements for maximum weekly hours that
apply to organisations in the following sub-industries in the social,
community, disability and home care services industry.
Complete the table below by supplying the required information
about these requirements.
Guidance: Access
www.fairwork.gov.au/employee-entitlements/hours-of-work-breaks-
and-rosters to help you complete this part of the assessment.
Sub-industry Requirements for maximum weekly hours
Children’s
services
Maximum
number of
work hours
for full time
12 hours per week
Maximum
number of
work hours
for part
time
34 hours per week
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Minimum
hours
8 hours per week
Social and
community
services
Maximum
number of
work hours
for full time
35 hours a week
Maximum
number of
work hours
for part
time
20 hours a week
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14. Fair Work Australia provides up to date information on the social
and community service industry pay rates. Navigate around the
website: www.fairwork.gov.au/pay/minimum-wages/social-and-
community-services-industry-pay-rates and determine the hourly
rates for the following work role classifications in their respective
industries and states/territories.
Complete the table below.
Guidance: The first answer has already been provided for your
reference.

Pay guide Classification State or territory Hourly pay rate
Social and
Community Services
Employees (State)
Award [AN120505]
Pay Guide
Level 2 - pay point 1
Community services
worker grade 1 -
Year 1
- $25.42
Social and
Community Services
(Queensland) Award
2001 [AP808848]
Pay Guide
Level 7 - pay point 2
Community Services
Worker, Level 7, Pay
point 2
Queensland $40.76
Social and
Community Services
Industry -
Community Services
Workers - Northern
Territory Award
2002 [AP817216]
Pay Guide
Level 4 - pay point 1
Community services
worker grade 4, Pay
point 1
Northern Territory $32.68
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15. The table below lists specific requirements in the community
services area. For each area mentioned, provide one (1) example of
a work practice that would be prohibited by law and the associated
consequence that may occur as a result of this practice.
Guidance: Your responses must be relevant to the community
services industry. The first response has been provided for your
reference.
Practice prohibited by law
Provide one (1) example Consequence
a. Discriminatio
n
Sample answer:
Case manager or case
worker refusing to take a
case from a client from a
different cultural
background.
Sample answer:
The case manager or worker
who refused to provide the
service can be reported to
the organisation or to the
Australian Human Rights
Commission or may be
reported to Federal Court of
Australia or the Federal
Magistrates Court and face
legal consequences
b. Privacy and
confidentiality
Case manager may spill
the information related to
any problems of clients
The case manager can be
reported to the
organisation or to the
Australian Rights
Commission for violating
the privacy code and can
face legal actions
c. Work health
and safety
Case manager leaves
dangerous items such as
blades outside for children
to easily get access to it
The case manager can be
reported and he may be
terminated for breaching
safety protocols in the
workplace
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16. There following are areas in Community Services where workers
require specific licenses, mandatory training or
certification/qualifications.
Explain how they apply to the community servicesindustry.
Blue Card (Queensland)
The blue card can be gained by filling out
online application forms. These can be applied
to paid employees, volunteers and trainee
students
First Aid Certificate
Medical license or fair amount of knowledge
about medicines need to be gained for applying
for a first aid certificate
Australian Community
Workers Association
Membership
Qualified community workers are eligible for
applying in the Australian Community Workers
Association. The forms can be filled online
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17. Different industry sectors have different statutory reporting
requirements in place. Below are examples of situations across
industry sectors that need to be reported.Describe the reporting
requirements for each situation that applies in your state or
territory.
Guidance: Indicate your state/territory. Provide the link to the
webpage containing the information you used as reference.
Your state or territory Queensland
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Industr
y sector Scenario Reporting requirements Link to webpage containing information
Aged
Care
Suspected
financial abuse
of a client
Any person being harassed for
paying proper finances to the
corporations need to be reported
https://www.communities.qld.gov.au/
campaign/theres-no-excuse-elder-abuse/what-
elder-abuse/information-professionals-
workers/aged-care-workers-home-care-support-
workers
Youth
Homeless
fourteen year-
old
If any youth is left homeless in
Queensland or the country can be
reported
https://www.dss.gov.au/our-responsibilities/
housing-support/publications-articles/
homelessness-youth/youth-homelessness-in-
australia?HTML
Disabili
ty
Suspected
abuse of a
person with
Any person with a disability being
physically and emotionally abused
can be reported
https://www.qld.gov.au/atsi/legal-support-
reporting-crime/reporting-abuse
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18. Listed below are three (3) business insurances required for
community service organisations. In your own words, discuss the
purpose of each.
Each discussion must be between 60 – 100 words in length.
Public liability
Public liability is designed for the professionals
that interact with customers. In the community
service, the public liability focuses on the
discussion with the customers about the
problems that are being faced by the children or
aged people. Based on this help is provided to
the people
Workers
compensation
insurance
Every worker need to be provided with insurance
policies so that future benefits can be derived.
This includes life insurance as well as any
compensation benefit that are within the right of
the workers
Personal accident
insurance
In the case of accidents, community service
workers can gain benefit from the personal
accident insurance. It is also the duty of the
community service managers to provide its
employees with an opportunity to remain insured
in the business
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19. When an organisation is undertaking accreditation they are
required to meet a number of standards. Identify and explain two
(2) of the service areas that would be considered or assessed.
Each discussion must be between 80 – 100 words in length.
Standard 1: Mission and Purposes
The mission defines the distinctive characteristics and the
responsibilities that are needed for the establishment of a proper
community service. The mission of the community services are usually
aimed at development of the society so that every member can get fair
rights among the centres. The mission and purposes are accepted and
widely understood as a content for growth of a society
Standard 2: Planning and evaluation
This helps in gaining an understanding of the manner in which mission
and purposes can be gained. The planning and evaluation are done on a
short-term notice with strategic planning activities kept in mind. The
achievements of the purposes need to be evaluated for future
recommendations
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20. Listed below are the five (5) steps that organisations, including
community services, they are typically required to follow in
developing their plans, policies, and codes of conduct for service
delivery.
Explain each step. Do not exceed 100 words for each step.
Guidance: Ensure that your responses are within the context of the
community services industry.
1) Planning and consultation
The planning and consultation need to aim at a manner required for
the development of an organisation. The planning need to be made
based on the legal steps that are undertaken for the development of
the community service. In this regard, it can be said that it is
important for every organisation to formulate plans based on the
consultation with relevant Government services
2) Research and defining policy terms
The policy terms formulated need to be researched and defined
based on the purpose of an organisation. The policy terms need to
include legal and ethical considerations, expectations and
responsibilities that the members must undertake. A proper research
about the terms needs to be identified for further success.
3) Drafting the policy
The policy need to be drafter in English so that the people can easily
understand it. This can help in the communication and conveying of
messages about the expectations. Thus, this can be considered as an
important stage in the community service.
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4) Implementing the policy
The policies can be implemented based on the success factors and
the expectations from the members. Implementation of the policies
can help in maintaining the ideal purpose and the limitations of the
organisations
5) Monitoring compliance
The compliance need to be monitored based on the manner in
which it functions in the business. Every compliance need to be
understood that helps in identifying the flaws so that proper
rectification can be made
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21. In your own words, discuss the role and responsibilities of case
managers in the development, implementation, and review of
organisational policies and procedures in line with the legal and
ethical requirements identified in Part 1 – Written Question 8.
Your discussion must be between 60 – 100 words in length.
The organisational policies need to be based on the process that takes
place in terms of legal and ethical considerations. The implementation of
the policies needs to be made by taking into account the changes in the
policies and the manner in which employees and employers can react to
the development process. Organisational policies and procedures need to
be aligned with the legal policies and procedures so that compliance with
the Government can take place.
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22. Provide two (2) ways that a community service organisation can
ensure they remain up-to-date with compliance requirements.
Community service can be involved with the Government
The services can ensure that its members conduct proper research
about any policy changes
23. How would the implementation of workplace policies and
procedures assist a community services organisation ensure that
their internal work practices and external service delivery comply
with legal and ethical requirements?
Your discussion must be 50 – 200 words in length and must cover
both internal work practice and external service delivery.
The collaboration with the internal services as well as the external
services can provide organisations with an opportunity to link ethical
practises at the work places. The legal and ethical requirements of
organisations need to match with the demands of the legal and ethical
legislation so that a proper community service can be maintained and
provided to the member of the community
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24. The Queensland Council of Social Service (QCOSS) has developed
policy templates and guidelines to assist community services
organisations in implementing the standards set in the Human
Services Quality Framework (HSQF).
Access www.communitydoor.org.au and provide two (2) policy
templates organisations can use for each of the standard in the
HSQF.
A sample answer has been provided for your reference.
The six (6) standards
in the HSQF Two (2) policy templates
Standard 1:
Governance and
management
Sample answer: Election of governing body
template
Assistance from the Government template
Standard 2: Service
Access
Understanding the service requirements
template
Gaining access of the service requirements
template
Standard 3:
Responding to
individual need
Analysing the human rights template
Indicating the human right template
Standard 4: Safety,
wellbeing, and rights
Providing safety measures template
Understanding the rights of the employees
template
Standard 5:
Feedback, complaints,
and appeals
Feedback form template
Complaint form template
Human resource right template
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Standard 6: Human
resources Wage expectation template
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25. Access and review the vision, values, planning policy guidelines
and template from www.communitydoor.org.a/standard-1-governance-
and-management.
In your own words, discuss what information is included in each of the
section found in this policy. The first answer has already been
provided for your reference.
Section in this policy What information is included in this section
Purpose
Sample response: A written statement of the
organisation’s vision and values that will provide
the guide to everyone how they approach the work.
This will also provide an overview or a picture to
other stakeholders on what the organisation is all
about, its goals as an organisation, and its
philosophies.
Scope
The opportunities that can be provided if any
customer are to use the service. The future
scope of action that are taken are also stated
in this section
Policy statement: Our
commitment
The commitment that an organisatiion makes
is stated. This provides an understanding of
the policies as well as the legal compliance
that need to be undertaken
Procedures
This section helps in understanding the
procedure required for success of community
services. The process followed for the
development of policies as well as the services
are provided in this section
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Other related policies
and procedures
Every other policies and procedures that exist
within an organisation are provided. This
includes the secondary policies so that
compliance with the legal laws can be made
along with the primary policies
Review processes
Review process includes understanding and
evaluating the activities and the policies in
terms of effectiveness. The process includes
understanding the manner in which every
review can take place based on the
management of the policies
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26. Identify three (3) techniques for monitoring compliance in the
community service organisation.In your own words, discuss each
technique.
Reporting can be used to scout the importance of the compliance so
that community service can be maintained. The reporting is done to the
managers of the community
Identifying flaws can be used to recommend any future course of action.
The identification can be made by virtue of comparison with similar
policies undertaken in other states
Researching the compliance can help in identifying the effectiveness of
the community service. Every community service need to understand
the rate of success or failure of the community service so that it can
continue with the growth of the compliance or its termination
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Part 2 – Managing work health and safety
1. State/territory WHS authorities regulate and enforce work health
and safety legislation in their jurisdiction.
On which areas do they impact the workplace or organisation’s
policies and procedures, regulations, codes of practice and industry
standards? Select only five (5) from the options below.
☐ a. Monitoring attrition rate of employees
 b. Compliance with work and health and safety
laws
☐ c. Funding community services
 d. Reporting requirements for workplace incidents
 e. Implementation of anti-discrimination policies
☐ f. Injuries and workers’ compensation claims
 g. Handling clients’ complaints
 h. Health and safety representative training
☐ i. Work health and safety training and assessment
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2. Persons conducting a business or undertaking (PCBUs), workers,
and officers (e.g. supervisors or WHS officer) all have legal rights
and responsibilities as set in the relevant WHS legislation.
In your own words, discuss how these legal rights and
responsibilities impact workplace or organisation’s policies and
procedures, regulations, codes of practice, and industry standards.
Each discussion must be between 60 – 100 words in length.
Stakeholder
How do these legal rights and responsibilities
impact workplace or organisation’s policies and
procedures, regulations, codes of practice and
industry standards?
PCBU
This ensures the health and safety of the workers
so that business can be conducted in a proper
manner. Various types of modern working
arrangements are made that help in
understanding the codes of practices related to
legal rights
Workers
The workers are important as they help in the
development of an organisation and ensures that
it can continue with organising the policies and
procedures The workers are an important
stakeholder of a business
Officers
The officers decide about the policies and
processes that are to be implemented. This
includes understanding the legal policies so that
it can be implemented at the work place without
any negative consequences
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3. Discuss how the current legislative requirements for record-keeping
and reporting impact your organisation’s policies and procedures
and regulations.
Each discussion must be between 60 – 100 words in length.
Legislative
requirement
Impact on your organisation’s policies and
procedures and regulations
Record-keeping
It has helped in maintaining easy records so that
policies and procedures can be viewed easily. The
records help in understanding the various legal
rights of the customers and any type of disputes
that has been filed against the company
Reporting
Reporting helps in remaining updated with the
latest information in the business. The
effectiveness of the legal rights and compliances
are reported to the managers so that decision can
be made based on the implementation of the
changes in the company
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4. In your own words, discuss how due diligence and general duty
requirements impact your organisation’s policies and procedures
and regulations.
Your discussion must be between 60 – 100 words in length.
These impose specific duties on an organisation so that Work Health and
Safety practices can be maintained. The codes of practice that are
undertaken help organisations to support meetings so that the
requirements of the due diligence can be met. The general duty
requirements of an organisation can be considered in this case to
understand the legal policies and rights.
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5. Work health and safety legislation have in place regulatory
requirements for all types of industry setting or work site, including
the work settings in the community services industry.
In your own words, discuss how these WHS requirements impact the
organisation’s policies, procedures, and regulations.
Your discussion must be between 60 – 100 words in length.
The work requirements help in understanding the WHS requirements
and the safety protocols that are followed by the employees. This
includes understanding the manner in which every policy can be applied
so that legal and ethical compliance can be made in an effective manner
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6. Work health and safety legislation have in place regulatory
requirements for all organisations to conduct WHS consultation with
stakeholders.
In your own words, discuss how these requirements impact the
organisation’s policies, procedures, and regulations.
Your discussion must be between 60 – 100 words in length.
Following the legal requirements, organisations can understand the
manner in which it can continue with the growth of its business and at
the same time ensure that continuation of the policies and procedures
can help in gaining access to the interests of the stakeholders that exist
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7. Work health and safety legislation have in place regulatory
requirements for hazardous manual tasks and infection control.
In your own words, discuss how these legislative requirements
impact the organisation’s policies, procedures, and regulations.
Each discussion must be between 60 – 100 words in length.
Hazardous manual
tasks
Helps in preventing any type of hazards that
exist in the business organisation
Infection control
Any type of infection can be controlled that may
have a negative impact on the heath of the
employees. First aid kits need to be kept in
place in this regard
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8. Identify three (3) hazards common in the community services work
setting. List one (1) associated risk for each hazard you identify and
provide one (1) strategy how to minimise this risk from happening.
Write your answers in the spaces provided.
Guidance: Ensure that your responses are relevant to the community
services industry.
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Common hazards in working in the
community services industry
Guidance: List three (3).
Associated risk
Guidance: List only (1) for each
hazard you identify.
Strategy for minimising associated
risk
Guidance: List only (1) for each
hazard you identify.
Cut in limbs Physical disability Ensure sharp objects are not kept
around
Infection from food Serious stomach diseases Ensure that the food is cleaned
properly before cooking
Excessive smokes Inhalation may cause lung problems Use of chimneys and gas control
rooms
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9. Work health and safety legislation have in place specific
requirements for organisations’ policies and procedures. Listed
below are some of these requirements.
In your own words, discuss how each of these requirements apply to
your organisation’s policies and procedures.
Guidance: You may refer to the provisions in the WHS legislation
relevant to your home state/territory.
WHS Requirement How this requirement apply in organisational
policies and procedures
Human resources
policies and
procedures
This applied while maintaining the rights and
responsibilities of the employees particularly in
terms of wages paid and the ethical
considerations undertaken.
Consultation and
participation
The consultation and participation can help in
understanding the best course of action that is
required for implementing strategic process
Incident investigation
and record-keeping
Any incidents can be recorded so that in future
such incidents are not repeated. This can help in
maintaining peace within the organisation
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Quality system
documentation
Quality system documentation denotes the
manner in which quality of the organisations
can be maintained. It can help in identifying the
documents required for maintaining good
quality work
Designated person/s
for raising issues
Designated people can help in resolving any
type of issue that goes on in an organisation.
For example, issues can be made based on the
ethical consideration as well as related to wages
Workplace support
services
The workplace support services denote the
legal, ethical and health care support that is
provided by the organisations
Use of personal
protective equipment
(PPE)
The use of PPE can help in reducing any type of
hazards at the work place
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Emergency procedures
Emergency procedures need to be taken into
consideration for maintaining safety and health
of the employees
Hazard identification
Identification of hazards can help in forecasting
recommendations based on the effective health
of the employees
Risk assessment and
control
Risk assessment and control can help in
mitigating the risks involved in terms of failure
to comply with legal compliance and health
issues
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10. From the options below, select the three (3) statements that are
accurate about the principles of risk assessment.
☐ a. Risk assessment is a complex process that only
licensed specialists are authorised to conduct it.

b. Risk assessment involves considering what could
happen if someone is exposed to a hazard and the
likelihood of it happening.
☐ c. Risk assessment is not required and is an optional
third-party service that organisations may avail.

d. Risk assessment helps determine the severity of a
risk and whether any existing control measures are
effective.

e. Risk assessment determines what action should be
taken to the control the risk and how urgently the
action needs to be.
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11. In your own words, discuss what risk analysis is and the principle
underlying this process.
Your response must be between 60 – 100 words in length.
Risk analysis is a process that determines the severity of a hazard and
the manner in which it can be contained. The principle underlying the
process includes analysing every possible method by which risk can be
identified at the work place. It is important that the process be
implemented before the occurrence of any risk so that accidents can be
prevented in the organisations
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12. Hazard identification is an important process in hazard and risk
management. Provide two (2) procedures that organisation’s would
follow to identify hazards.
Monitoring of the safety of the work place by checking its equipments
Conducting research about the possibilities that may lead to the creation
of the hazards
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13. From the options below, select the three (3) statements that are
accurate about the principles of hierarchy of control.

a. Hierarchy of control follows a ranking system to
control risk – from the highest level of protection
and reliability to the lowest.
☐ b. The primary aim in the hierarchy of control is to
eliminate the risk by removing the hazard.
 c. Risks are minimised by randomly selecting from the
controls available.
 d. The primary aim in the hierarchy of control is to
administer personal protective equipment (PPE).
☐
e. Risks are minimised by working through the other
alternatives in the hierarchy of control, for example
if the risk cannot be removed, then
substitute/replace the hazard, etc.
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14. Listed below are two (2) hazards common in working in
community services and their associated risks.
Provide at least one (1) way how to minimise the associated risk
based on the recommended control to be used.
The first response has already been provided for your reference.
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Hazard Associated risk Recommended
control
How to minimise the risk
Tripping hazard
from electrical cords
Physical injury from
slips and falls Engineering control Sample answer: Cover electrical cords
with cord cover.
Distressed and angry
client
Psychological and
emotional stress on
the case worker
Administrative
control
Provide the client with a different specified
requirement and a different case worker
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15. From the list below, select the four (4) examples or sources for
work health and safety benchmarks.
 a. Work health and safety legislation
 b. Codes of practice
 c. Work health and safety compliance codes
 d. Work health and safety standards set internally
within the organisation
☐ e. Articles about work health and safety published
online by dubious websites
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16. Listed below are the five (5) principles or key elements of safe
design outlined in the Guidance on the Principles of Safe Design for
Work.
In your own words, discuss each principle. Each discussion must be
between 60 – 100 words in length.
Principle Discussion
Principle 1: Persons
with control
Person with control denote the people that
maintain control of the organisational policies so
that they can exert pressure on the employees. It
is important for every manager to take up this
responsibility so that they can continue to remain
effective within the organisation
Principle 2: Product
lifecycle
Product life cycle denotes the longevity of a
product. It is necessary to understand the
longevity of a product so that companies can
make analysis about continuing the products in
the market so that benefit can be gained with the
introduction of new products
Principle 3:
Systematic risk
management
Risk management need to be considered so that
mitigation techniques can be developed against
the risk. A systematic manner in which risk
management can be assessed can help in
understanding the importance of the risks
associated with the organisations
Principle 4: Safe
design knowledge and
capability
This implies that every equipment needs to be
designed safely so that it can work effectively
within the organisation. The safety of the
workers is taken into consideration so that WHS
policies within the community health service can
be maintained. Thus, the capability of the models
need to be understood based on the importance
of the safety procedures
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Principle 5:
Information transfer
Information transfer need to be maintained so
that policies and procedures that are newly
formed in an organisation can be communicated.
This can help to ensure that communication
between the employees and employers remain
afloat and helps in understanding the legal
compliance of the workplace
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17. When might a community services provider consider engaging a
person to provide advice on WHS?
Guidance: Identify at least two (2) examples.
After the development of safety guide and protocols
After getting confirmation from the Government about the setting up of
the safety protocols within the organisation
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CASE STUDIES
Instructions to Student
These case studies are hypothetical situations which will not require you
to have access to a workplace, although, your past and present
workplace experiences may help with the responses you provide. You will
be expected to encounter similar situations to these in the future as you
work incommunity services settings.
In real life, case managers will be required to participate and contribute
to managing legal and ethical compliance in their respective
organisations, as well as encounter problems and issues along the way.
This assessment will allow you to demonstrate your problem solving
abilities in such situations.
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Case Study 1 – Alex
SCENARIO
You are working as a volunteer in a
government-funded community
services organisation catering for
homeless persons.
You are working with Alex who is
also a volunteer. He has been
assigned in an outreach service that
assists clients to secure permanent
housing. Since the community is far from the main office of the
organisation, Alex often has to make out-of-pocket expenditures for
activities involved in the community programs. Staff and volunteers
are required, as per organisation’s policies and procedures, to report
any reimbursements for expenses in behalf of the organisation.
Reporting these expenses for reimbursements are done via an online
portal every week.
One day, you overheard Alex speaking with a new volunteer about
how he makes extra money from his work. Alex said that he would
increase the values of the expenses incurred in hisreports for
reimbursements. He said that he has never been questioned because
they submit digital copies of receipts as part of the reporting process.
He also told the new volunteer that people he knew would assist him
with dockets that he would report as his own. He further asked the
new volunteer not to tell anyone about this.
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1. Identify and explain two (2) legal and ethical responsibilities that
were breached in the scenario.
a. Fraud in terms company money
b. Conspiracy against companies with other members
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2. Write an email to your supervisor and report about the scenario.In
your email, provide the following information:
 details of the situation
 your assessment of the situation and explain why there is a
need for specialist legal advice
 the risks, consequences, and possible penalties of Alex’s
actions
Guidance: There is no need to send an actual email. Write your
email in the spaces provided below. Ensure to maintain privacy and
confidentiality when writing your email.
From XXX
To Adam Laurens
<[e-mail]>
Subject Breach of ethical conduct
This is to inform you that an employee Alex, has been embezzling
money from the company. The expenses that are incurred by him are
not always legal as most of the times the amount is less than claimed by
Alex. In his conspiracy, other members of the organisation are also
involved. It has also come to my attention that he has been trying to
manipulate a new employee in undertaking such activities within the
organisation. Hence, for the safety of the company and its reputation it
is necessary that legal actions such as termination of business contract
of Alex be undertaken. This can help in ensuring the legal process of the
organisation and sent a strong message to the conspirators for
undertaking such actions in future
Thanking You
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Case Study 2 – Skylar
SCENARIO
Skylar is a teenager referred to Happy
Backpacks, a community services
organisation catering to homeless
juveniles. He ran away from home
three years ago and he is now living in
the streets. He stays in one area for at
least a week and then moves to
another. You learned from your
referral networks that Skylar would
often be involved in street fights, so he
doesn’t stay long in one place. He has also been involved with other
homeless adults who influenced him into drinking. You learned that
his father was an alcoholic and would hit Skylar and his mum when
he’s intoxicated.
You speak with Skylar one day during his assessment and you
mentioned his father. Skylar’s face suddenly looked upset, he walks
away from you and as he walk past other juveniles in the centre, he
started verbally abusing them. Two male youth workers rushed to his
side to stop him but he started throwing things across the room. He
even hit one of the youth workers when they tried to restrain him.
The WHS policies and procedures in Happy Backpacks have been
reviewed two years ago and it does not state what to do when clients
show aggressive behaviour inside the centre as this rarely happens.
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1. What are your legal responsibilities as a youth worker based from
the scenario? Explain why you say so.
Guidance: There are two (2) responses. Include any hazards
involved in your responses.
a. Ensure that Skyler is provided with proper education and
grooming based on his violence behaviour
b. Provide mental counselling so that Skyler can be made to
calm down
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2. This task requires you to develop a WHS policies and procedures
relevant to
Case Study 2: Skylar which must be communicated to the
organisation.
In the template provided, write a policy that must be included in
the staff handbook regarding the incident. Your policy must
specifically cover the following:
a. Roles and responsibilities of different workers towards the
aggressive behaviour of clients
Guidance: Refer also to the legal responsibilities you have
specified in Case Study 2, Question 1.
b. Emergency procedures on instances when a client shows
aggressive behaviour
c. Reporting and documentation procedures, including a policy
in protecting client information
To guide you in drafting the policy, research on relevant
legislation, practice standards, or source documentation (e.g.
workplace handbooks, policies and procedures similar to this
incident), and include any legal information in the template.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creation date
Guidance: For the purpose of this assessment, use the
current date
c. Purpose statement, including definition of terms where
possible
d. Specific sections of the policy, as specified above
e. Procedures, including consequences if policy is breached
Guidance: Include legal information to support the
procedures you are developing.
f. Review date
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Happy Backpacks
Policy: Work place violence and aggression policy
Policy Developer: XXX
Version no. XXX123 Date: 29.11.2018
Purpose:
To prevent youths from behaving aggressively so that they can have a
stable and peaceful life at the centre or at homes
Definition of Terms:
Aggressive behaviour: An act of violence that may lead to physical
pain for every party involved
WHS: Work Health and Safety policy that ensures proper behaviour
among employees
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Procedures:
Guidance: Include legal information as necessary.
Legal information needed include Supporting the rights of the
children so that they can have a normal and productive childhood.
The residence place of the youths also need to be taken into
consideration
Next Review Date: 29th December 2018
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Case Study 3 – Eliza
SCENARIO
Community workers in Happy
Backpacks are also sent to local
communities to teach and disseminate
information to teenage mothers about
proper care for babies and young
children. Most of these communities
are in remote towns and people from
these communities go distances when
they need to access health services.
One of the new caseworkers, Eliza, reports that two children in the
community where her team have been assigned were diagnosed with
chickenpox. Some other clients in that community catch illnesses but
are unable see health specialists. The community where she works
have also homeless animals around.
Eliza is still under training and the manager of Happy Backpacks
suggests that new caseworkers be placed in communities requiring
health service delivery. Before Eliza and her team can return to the
community, they must undergo training regarding infectious diseases.
To address this, your supervisor has assigned you write a new policy
for risk management for community workers in health service delivery
in remote areas.
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1. What are the hazards involved in this situation? List two (2).
a. The workers may be infected
b. Every people can be infected due to the spread of the
disease
2. What are the two (2) most recommended control measures that
Eliza and her team must implement when they return to the
community? Explain why.
a. Ensure that PPE is with them to prevent disease
b. Ensure that they are well trained to take care of the diseases
so that in future it may not occur again
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3. This task requires you to develop a WHS policies and procedures
relevant to
Case Study 3: Eliza which must be communicated to the
organisation.
In the template provided, write a policy that must be included in
the staff handbook relevant to risk management for community
workers in health service delivery. Your policy must specifically
cover the following:
a. Roles and responsibilities of different workers who are
assigned in health services
b. Procedures for ongoing hazard identification and risk
assessment
c. Risk controls and measures to be implemented
Guidance: These must be specific with the scenario.
d. Reporting and documentation procedures, including a
policy in protecting client information
To guide you in drafting the policy, research on relevant and
current legislation, practice standards, or source documentation
(e.g. workplace handbooks, policies and procedures similar to this
incident), and include any legal information in the template.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creation date
Guidance: For the purpose of this assessment, use the
current date
c. Purpose statement, including definition of terms where
possible
d. Specific sections of the policy, as specified above
e. Procedures, including consequences if policy is breached
Guidance: Include legal information to support the
procedures you are developing.
f. Review date
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Happy Backpacks
Policy: Development of training necessities for the workers
Policy Developer: XXX
Version no. XXX123 Date: 29th Novermber 2018
Purpose:
The purpose is to ensure that social workers are provided with proper
training so that they can continue to work on diseases and ensue that
the community that has been assigned to them are kept safe
Definition of Terms:
Training: An act of providing guidelines about the manner in which a
task need to be carried on.
Disease: A possible hazard that can be fatal or semi fatal depending
upon the rate of the severity of the disease
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Procedures:
Guidance: Include legal information as necessary.
It is important to comply with WHS policies so that any changes in
the training system be addressed keeping in mind the activities of an
organisation and the manner in which it can help in providing
assistance to the people within the community
Next Review Date: 30th Decemebr 2018
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Additional Case Study Activities
Task 1 – Roleplay Activity: Communicating Policies and Procedures
This part of the assessment is a Roleplay Activity.
This activity will require you to communicate the policies and
procedures you developed for Case Studies 2 and 3.
To complete this part of the assessment, you will need access to:
 Two (2) volunteers who will roleplay as your co-workers in Happy
Backpacks.
 Video camera or a mobile phone with video and audio recording
capabilities.
Read the instructions carefully before proceeding.
Steps to take:
1. Gather your volunteers and roleplay the meeting where you will
communicate the policies and procedures you developed in Case
Study 2 – Skylar and Case Study 3 – Eliza.
Volunteer 1: The meeting will be commenced in areas nearby the
school facility
Volunteer 2: The meeting will commence in the respective houses of
the people
2. In the meeting, you must be able to:
 Communicate and clearly explain the policies and
procedures you developed in Case Study 2 – Skylar and
Case Study 3 – Eliza to your ‘co-workers’.
Volunteer 1: The policies that can be suitable for Skylar and
Eliza includes the application of proper education
Volunteer 2: Training need to be provided so that awkward
situations at the work place can be avoided
 Encourage your ‘co-workers’ to provide feedback.
Specifically, your ‘co-workers’ must participate in the
discussion about the outcome of risk assessment and the
risk controls and measures developed.
Guidance: Refer to your responses in the questions
following both n Case Study 2 – Skylar and Case Study 3 –
Eliza. Ensure that the volunteers provide feedback
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regarding work health and safety issues.
Volunteer 1: The feedback provided by co-worker can be
related to the health and safety policies of the two people in
the case study. For example for Eliza the feedback is to
provide training so that the company can improve under
her leadership.
Volunteer 2: In the case of Skyler, it is necessary to
provide her with education that highlights the work ethics
that needs to be maintained Nominate the roles and responsibilities to workers as
written in the policies you developed (e.g. what are their
roles and responsibilities in the policies and procedures?)
Volunteer 1: The roles and responsibilities of the workers
include understanding the policies and procedures that need
to be followed Volunteer 2 : Identify training methods that
need to be provided
 Discuss and demonstrate the emergency procedures you
developed from Case Study 2: Skylar.
Volunteer 1: For Skyler, the emergency procedures were
to continue with educating the person with the work ethics
that need to be applied in the organisation.
Volunteer 2: It is also necessary to provide her with a
guardian so that she does not feel the need to be alone
 Demonstrate the use of personal protective equipment
(PPE) as part of the policies and procedures developed.
Volunteer 1: PPE can help in restricting the damages to
limb so that a person can work in an environment safely.
Volunteer 2: PPE can help in safeguarding the person so
that productivity can improve without fear at work
 Share updated knowledge and legal information in relation
to the policies developed.
Legal information related to the development of workplace
policy and compliance with the health of the employees needs
to be followed. Such information can be obtained from the
website https://www.health.qld.gov.au/publichealthact
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Guidelines
1. To demonstrate your completion of this activity, the meeting must
be recorded. Save the recorded video using the filename:
[Last Name, First Name]_Subject 1 – Roleplay Activity
For example, as seen below:
Smith, John_Subject 1
– Roleplay Activity.avi
2. Your video submission must not be longer than fifteen (15) minutes
in length. Any submission longer than fifteen (15) minutes will be
considered not satisfactory.
3. There is no specific script to be followed in the roleplay activity.
However, you must be able to demonstrate all steps outlined above.
Moreover, your submission will be assessed against the checklist
provided below.
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Task 1 – Role Play Activity: Communicate Policies and
Procedures
Assessor’s Checklist
(For the assessor’s use only)
Has the following been
demonstrated in candidate’s video
submission?
Yes No Comment
1. Both policies and procedures
were clearly explained to the
workers.
☐ ☐
2. Workers were able to
provide feedback and advice
on health and safety issues
during the discussion.
☐ ☐
3. Roles and responsibilities of
workers were identified in
relation to each policy
discussed.
☐ ☐
4. Updated legal knowledge
and information were
included in the discussion.
☐ ☐
5. Use of PPE was
demonstrated (must include
gloves, mask and
gown/apron).
☐ ☐
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6. Demonstrated and discussed
the emergency procedures
when addressing aggressive
behaviour in clients.
☐ ☐
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Task 2 – Distributing Policies and Procedures
This task will require you to document and distribute the policies and
procedures you developed in an electronic and printed format.
This task is divided into two (2) parts:
1. Distributing policies and procedures in electronic format
2. Distributing policies and procedures in printed format
To complete this part of the assessment, you will need access to:
 At least five (5) people with email accounts.You will be sending
your policies and procedures to them.
 Two (2) people, may be two (2) from the five (5) people above.
You will be providing them with printed copies of your policies
and procedures. Both must be able to sign the printed copies as
acknowledgement of receipt.
 Camera or a mobile phone with camera
 Printer
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1. Distribute the policies and procedures in electronic format
Create a final copy of the policies and procedures from Case
Studies 2 and 3, incorporating any suggestions that were raised
during the consultation process. These must be saved using readily
accessible formats. The first format must be a memo, in either
Word document or PDF format.
Use the filenames:
[Last Name, First Name]_Subject 1 – Policy 1
[Last Name, First Name]_Subject 1 – Policy 2
For example, as seen below:
Smith, John_Subject 1 – Policy
1.docx
Smith, John_Subject 1 – Policy
2.pdf
Send an email to at least five (5) persons with these policies and
procedures attached.
a. Post screenshots of the following in the spaces provided below:
b. The email, including the email addresses of recipients, header,
and attached policies.
c. At least two (2) acknowledgement emails from your
respondents.
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a. Attach a screenshot showing your email to your five (5)
recipients.
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b. Attach screenshots showing the acknowledgement emails you
received.
Guidance: You must attach at least two (2) screenshots.
Acknowledgement email from recipient 1
Acknowledgement email from recipient 2
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2. Distribute the policies and procedures in printed format
The second format of the final copy of the policies and procedures
must be printouts.
Have each policy document signed by at least two (2) persons.
Take photos of the signed documents and submit the copy to your
assessor. It is recommended that you compile the photos in a .zip
folder.
Use the filename:
[Last Name, First Name]_Subject 1 – Printed Policies
For example, as seen below:
Smith, John_Subject 1 –
Printed Policies.zip
Note that your assessor may need to verify the authenticity of the
signees in your submissions.
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WORKBOOK CHECKLIST
When you have completed assessing the assessment workbook, review
the candidate’s submission against the checklist below:
The candidate has completed all the assessments in the
workbook and has submitted all of the required evidence:
Knowledge Assessment
Case Studies
Case Study 1 – Alex
Case Study 2 – Skylar
Case Study 3 – Eliza
Additional Case Study Activities
Task 1 - Roleplay Activity: Communicating
Policies and Procedures
Video recording of roleplay activity
Task 2 – Distributing Policies and Procedures
Word document/PDF version of policies and
procedures
Photos of printed policies and procedures
contained in a .zip file.
IMPORTANT REMINDER
Candidates must achieve a satisfactory result to ALL assessment
tasks to be awarded COMPETENT for the units relevant to this
cluster.
To award the candidate competent in the units relevant to this subject,
the candidate must successfully complete all the requirements listed
above according to the prescribed benchmarks.
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FEEDBACK
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