CHC52015 Program Development

Program DevelopmentProgram Development

ASSESSMENT WORKBOOK COVER SHEET
WORKBOOK: WORKBOOK 6
TITLE: Program Development
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Assessment Workbook 6

KNOWLEDGE ASSESSMENT
1. Provide two (2) examples of project management tools. Discuss
how each can be applied in developing service programs in the
community services sector.
Each discussion must be 60 – 100 words in length.
Project management
tool
Their application in the development
and implementation of service
programs in community services
Project
Management
Software
It possesses the ability for planning, organising
and managing resource tools & development
estimation. They can be utilised within the
developing service program as it assist within
planning and rendering an appropriate way
through which services can be delivered. It is
liable for managing budgets, decision making,
documentation, quality management,
communication and various other features are
rendered by this. Basically, it can be used for
entire project which is to be conducted.
Gantt and Bar
charts
Gantt Chart is graphical illustration of
scheduled project. It is kind of bar chart which
depicts start as well as finish dates. They
illustrate the way in which operations can be
carried as well as services can be scheduled
accordingly. These charts aids within time
management as each task has been allocated
specific time frame. Along with this, it also
includes resources needed for project,
milestones, dependencies and tasks. Gantt and
bar chart are used within planning of project as
well as defining the series of tasks which have
to be completed.
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2. From the list below, select four (4) documents and sources of
information commonly used in defining the parameters of a project.
☐ a. Contract
 ☐ b. Risk management plan
☐ c. Legislation and regulations
 ☐ d. Project brief
 ☐ e. Project plan
☐ f. Organisational policies and procedures
 ☐ g. Project contract
☐ h. Issue register
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3. In your own words, discuss the processes of identifying and
managing work health and safety risks in a project. Each discussion
must be 60 - 100 words in length.
Guidance: Your responses must be within the context of service
program development in community services.
How WHS risks are identified in a project
Methods that can be utilized for identification of hazards comprises of
inspection of workplace, observing ways in which tasks are being
carried out, interacting with employees in context of if any problem
related with health and safety is encountered by them while delivering
their services. Along with this records related with workplace incidents
must be analyzed, complaints of workers and near misses. Furthermore,
information and advices must be reviewed which are associated with
risks & hazards which are peculiar service industry.
How WHS risks are managed in a project
It is necessary to identify the hazard in terms of activities which can
cause harm. The next step will assess it like nature of threat which can
be created and effectual measures needs to be executed for mitigating
them. Furthermore, it is necessary that control measures must be
monitored to ensure that project is going as per plan. In case any kind
of hazards or risks are found then again the same process can be
carried out.
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4. Identify the work health and safety legislation and regulations
that apply in your state/territory.
Discuss requirements for work health and safety for undertaking
project work in line with these legislation and regulations.
Guidance: Your responses must be within the context of service
program development in community services.
Your state/territory Australia
WHS legislation WHS Australia
WHS regulation
WHS requirements
They are safe work practices, hearing conservation, training, electrical
safety, inspections, hazard control & assessment in workplace, safe job
procedures, contractor management working at heights, reporting and
investigations, emergency preparedness, working alone program,
traffic and excavation management.
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5. The following are processes involved the development and
implementation of service programs in the community services sector.
Match each process to their correct definitions.
a. program design
b. program resourcing
c. implementation systems and procedures
d. feedback
e. complaints procedures
f. evaluation
g. continuous improvement
h. accountability
i. governance
j. funding
Definitions
a i. It is the process of putting the program plan into
effect.
jjj ii. It is the provision of money to support development
and implement of service programs.
c
iii. This process involves the adequate provision of both
the material and human resource requirements required
to develop and implement service programs.
h
iv. It is the responsibility and obligations of
organisations to others, their consumers, their staff, and
the broader community.
b
v. This involves the careful planning and
documentation of the processes needed to develop and
implement service programs.
vi. It is the process for making and implementing
decisions relevant to the development and implementation
of service programs within an organisation.
d
vii. This is the process of gathering insights and
responses to service programs from consumers to be used
as the basis for improvement of these programs.
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f
viii. It involves monitoring the performance of service
programs against established indicators. It aims to
determine whether service programs are effective or
whether they are meeting their desired outcomes.
g
ix. It is an ongoing effort to improve service programs.
It involves gathering feedback from consumers, staff, and
management and addressing concerns, issues, and areas
of improvement within service programs.
e
x. It is a system in place to manage any concerns,
issues, and dissatisfaction raised by a client regarding
service programs.
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6. In your own words, discuss the following principles that must be
incorporated in designing service programs in community services.
Each discussion must be 60 – 100 words in length.
a. Person-centred
It denotes set of approaches that are being formulated for assisting
individuals for planning as well as supporting services of individuals.
Basically, it implies affording respect, compassion and dignity of
individuals whether they are service providers or users. Person-
centered principle is usually utilized within service programs as a
method of planning that is liable for supporting different individuals as
per their requirements.
b. Strengths-based
It is a social work practice which is being carried out with focus on
strengths and self-determination. While rendering services it acts as a
way in which clients are seen as resilient and resourceful within the
face of adversity. This is client led and emphasis is laid on future results
along with strengths for providing them services as per their
requirements. It will lead to development of an individuals in terms of
mental strength.
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7. In your own words, discuss principles of resourcing in
developing services in community services. Your discussion must be
100 – 150 words in length.
The principles are illustrated below:
Empowerment: People are more likely to carry out things by which
they feel motivated as well as possess level of controls on actions that
are performed by them. It provides them satisfaction along with this
their confidence will be boosted up as activities carried out by them will
have value in long run.
Planning & development: Community development refers to the
process which may get complex depending upon situations which
prevails for this it is necessary that planning and preparation is done
appropriately through which work can be done in an appropriate
manner. Practically, it is not easy to enact alterations which have
occurred but it needs to be ensured that all the needs are appropriately
addressed.
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8. Identify discuss the following principles of implementation
systems and procedures in service program development in
community services. Each discussion must be 60 – 100 words in
length.
a. Communicating roles and responsibilities to stakeholders
Formulation of appropriate planning is important while doing task but
without prior resources it won’t be complete. Stakeholders are crucial
assets of firm they include individuals, employees or anyone who is
having interest within the peculiar project are needed for carrying out
specific job. Depending upon the capabilities that are being possessed
by individual duties can be assigned as well as communicated to them
so that they get aware about what they have to do.
b. Integrating user feedback into monitoring processes
After formulation of planning, the reviews of individuals can be taken so
that proper changes can be made within it. The reason behind this is
that each individual have different thinking which can lead to bring
something innovative. Thus, to have effectual results it is important to
have feedback. Furthermore, when services are delivered to users then
their review can be taken to identify whether they are satisfied or not
for determining that their goals are attained, the entire project must be
monitored.
c. Maintaining relevant program and service delivery documentation
While preparing any project, it is necessary to have appropriate citations
so that in case in future if any kind of activity is taken which is
associated with this then it can be reviewed to identify what mistakes
were made in it and must be avoided in this case for ensuring that
success is attained. Along with this, if any problem occurs within the
service delivery then appropriate documentation can be checked as it
also includes steps which can be taken for dealing with such situations.
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9. In your own words, discuss each of the following principles for
effective complaints systems and procedures in service program
development.
a. Visibility and accessibility
These principles imply that there has to be appropriate convenience
that must be given to users of service program. The services which are
being provided to individuals must be appropriate as well as easy to use
otherwise it won’t matter what services are being offered when things
are complicated. Suppose user want to give review but the word has
been mentioned like appraise or in other language then it would
become difficult for normal user to understand it then it simply implies
that the peculiar service is not good.
b. Responsiveness
This can be understood by taking an example, like a complaint has been
made by a user in context of making transactions and the service
provider responds to it then it is referred to as responsiveness. It
denotes response for something which has been raised by an individual
in context of something peculiar. This creates an affirmative impact on
them and they feel valued.
c. Objectivity
The principle which implies that concepts must be based on evidences
is referred to as objectivity. It involves the financial statements in
context of what is the intent behind specified service and what results
can be yielded by this. The complaints have been made with any
particular service then, service provider will identify the facts
associated rather it simply making alterations.
d. Confidentiality
It implies that the details of individuals are kept secret and are not
made available to anyone. An example can be taken to understand this
concept suppose hospital is delivering services to patients then they
expect that details related with their health are not revealed to anyone
else without their permission as it might create some pessimistic impact
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on them. Same goes with service program development and there has
to be some abstraction in context of how they are delivering their
services. Like individual must be made available with end product
rather than giving details about how it can be done.
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10. In your own words, discuss how the S-M-A-R-T model is integral
in evaluation processes in service program development and
implementation.
Your discussion must be 100 – 150 words in length.
Evaluation denotes a crucial perspective for all projects as well as programs within different
programs. Smart implies specific, measurable, achievable, realistic and timely for assisting
as well as guiding within the goal setting. It comprises of who as well as what has to be
evaluated, objectives must be defined, levels of participants needs to be pragmatic in terms
of resources as well as time. This is liable for incorporating the criteria which will assist
within emphasising on efforts along with enhancement in the chances for attainment of
goals. Within the service program development, SMART model plays critical role as it will
make clear that what is the goal, objectives and within what time frame they can be attained.
This implies that success of service program can be evaluated by its usage.
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11. In your own words, discuss the underlying principles of
continuous improvement in service program development.
Your discussion must be 100 – 150 words in length.
Continuous improvement is defined as an ongoing effort which is made for improvising
service programs. Here, feedback is taken from staff, users, management, issues,
addressing concerns along with areas for improvisation within the service programs. The
principles have for this have been illustrated below:
 This illustrates ongoing process as well as improvements which depends upon
minute alterations.
 Ideas are being attained by distinct stakeholders such as service users, staff,
management, etc.
 Stakeholder are engaged as well as accountable for continual improvisation process
in context of services that are being delivered.
It emphasises on customers' in term of identification of specified sets which are being
served, acknowledging them, balancing & prioritising and striving for delivering
appropriate improvisation. Service program providers can have ideas from workers, ensure
support from leadership, drive incremental alterations, and make use measurable as well as
monitoring methods.
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12. In the community services sector, organisations and staff are
held accountable, especially in the delivery of service programs. In
your own words, discuss the principles underlying this.
Each discussion must be 100 – 150 words in length.
The principle which takes responsibility for what is to be done with personal data along
with ways in which individuals can abide by other generalisation is referred to as
accountability. For this, it is necessary that specified records as well as measures are being
taken by them for demonstration with conformity. This implies obligations and
responsibilities of firm towards others, staff, consumer & broader community. Within the
service community, organisation as well as staff are accountable to consumers and funding.
An example can be taken to understand this concept if a program is planned then each
employee involved within this have different responsibilities and they will be liable or
accountable for individual role.
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13. Governance is essential to the success of community service
organisations, their operations, and the service programs they deliver
to their clients and the broader community.
In your own words, discuss the principles of governance in service
programs in community services. Your discussion must be between
60 – 100 words.
Guidance: Your responses must be within the context of service
program development in the community services sector.
The process associated with formulation as well as execution of decisions with respect to
evolution and implementation of service programs in organisation is referred to as
governance. For having effectual results, the following principles can be utilised by service
providers:
 Accountability is crucial need of governance as community service firms have
obligations towards reporting, explaining & take the responsibilities for decisions
made in this.
 Governance needs to be transparent in terms of decisions so that each individual
involved in this program can follow them.
 Within the service programs, governance must be responsive which will enable
them to address requirements of entire community.
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14. The following are principles that articulate the basis for a
strong funding between the government and all not-for profit
organisations receiving grants funding. In your own words, discuss
each principle. Each discussion must be 60 – 100 words in length.
Guidance: Your responses must be within the context of service
program development in the community services sector.
a. Value for money
Obtaining the enhanced mix of services for meeting the needs of community in specified
funding which is available as well as selection of mix of resources which is liable for
delivering enhanced results to their clients is referred to as value for money. In simpler
words, it can be referred to as satisfaction which is attained by customers by paying for
specified services.
b. Fairness, integrity, and transparency
This is liable for making sure that government grants system is, must be appropriate, fair
and accessible. It can be understood by taking an example suppose government has
provided funds for specified program then the service provider is liable to make appropriate
documentation in context of what amount has been invested in which activity. There has to
be fairness so that budget can be managed appropriately, integrity in terms of alterations so
that they can have extra funds and transparency denotes what is what. These three factors
will lead service provider to have benefits in context of future.
c. Coordination
The process of organisation of groups or people which enables them to work together in an
appropriate form is referred to coordination. Funded organisation and government agencies
work for promoting funding relationship depending on reciprocity. By coordinating the
activities becomes easy as funds can be shared among different individuals and efficacious
services can be provided general public or individuals who are looking forward for this.
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15. Describe the support you can provide to the following
consumers/clients to ensure that they are encouraged and sustained
to participate in all levels of service program planning in community
services.
Your discussion must be between 60 – 100 words in length.
a. Support for older people
Service programs are being provided by community organisation for addressing the
requirements of their clients. They are end-users and their needs must be acknowledged.
They can be supported as well as motivated by having their insight because they possess
relevant experience and this might lead service provider on what can be done, how it can
improvised and what may not work. Along with this, within the program, services must be
provided to older people so that can be comfortable as well as have some leverage.
b. Support for indigenous people requiring employment support
While government or any service program providers is delivering some programs then
employment opportunities will be created. But any kind of discrimination must not be there
as each individual who possess some skills is liable for one or the other activities. The
service program development within the community sector must give indigenous people
with an option to show their abilities for any peculiar position. Along with this, for
supporting these people some kind of reservation can be applied.
c. Support for people in situations of domestic abuse
It can be faced by anyone which comprises of sexual, emotional and physical abuse. The
community service providers can assist them by talking to them but they should not feel
like they are being judged along with this, they must be listened up and let them say what
they wanted. The victim must be allowed to take their own decisions rather then forcing
them with own thoughts. Support must be provided in such a way that their self confidence
is build up.
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16. Discuss ways in which you can support consumer participation
in each of the following levels in program planning in the community
services sector.
Each discussion must be 60 – 100 words in length.
a. Consumer identification and selection
It is necessary for community services providers to identify who will be there consumers by
considering different aspects related with this. They can be children, adults, middle-aged or
older person who are suffering the most. Older people can be taken into consideration as
they are the one who face a lot due to their declining health and usually they do not have
anyone who can help them.
b. Development of the plan
The chosen people are older ones who need appropriate care so now when they are being
taken, next step to formulate a plan by which they can be provided with relevant support.
For an instance, old age home can be created or midwives can be hired who can assist them
within their daily activities. For this the first step will be to identify needs of individual and
depending on this plan can be carried out. The employees will be hired as per requirements
of people who can effectively provide services.
c. Implementation of the services
The plan can be executed by interacting roles as well as responsibilities to the stakeholders
who will be liable for delivering appropriate services. After this, user feedback must be
integrated within the monitoring processes. This will enable community service providers
to render services as per requirements of an individual. Furthermore, relevant programs
must be maintained and documentation for service delivery has to be prepared by taking
into consideration risks which might arise while carrying out this program.
d. Evaluation of the plan and follow up
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This comprises of tracking the actions of service which are being carried out against the
constituted indicators. It aims at determination of whether service programs are effectual or
not. Along with this, it is necessary to identify that desired results can be attained or not.
The plan formulated must be evaluated by taking feedback from the employees. The smart
objectives have been developed by community services and they needs to be evaluated for
ensuring that objectives are attained as per desired standards. This will enable them to track
that formulated plan will bring in appropriate goals or needs to be modified.
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17. In service program development and implementation,
requirements of specific user groups and individuals need to be
considered and incorporated into planning.
Elaborate on the requirements of homeless young people by
answering the following questions.
a. Identify three (3) potential needs of homeless young people.
The needs of individuals are illustrated below:
1. The basic requirement for survival is food without which no one can sustain.
2. Shelter is needed to get protected from external factors like cold, heat, rain and
many others.
3. Mental support is required which can make them comfortable within their
prevailing conditions.
b. Describe risks that homeless young people may be exposed to.
They are more vulnerable to pessimistic health consequences due to the realities related
with street life. It includes risky sexual behaviour, poor access for health care and
unhygienic living conditions. This will create a negative impact on their mindset and there
is high probability that they might take wrong step.
c. Discuss ways in which you can increase opportunities for
homeless young to participate in service programs.
For enhancing the options for individuals, it is necessary to reach them out; this can be
carried out by advertisements via pamphlets, leaflets, loudspeakers or personally
communicating with homeless youngsters. Along with this word of mouth will make them
feel valued and they might get boosted up to be a part of a service program.
d. Identify two (2) factors that may pose as barriers/issues to
participation for homeless young people in service programs.
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1. Lack of confidence acts as major barrier for this as there can be a feeling that
people may humiliate them.
2. They might not have option to reach at the venue like inappropriate funds required
for reaching program.
e. Discuss how different services and or agencies can work
together in delivering service programs to homeless young
people.
As old-age homes are provided to older people then similarly the agencies can work out
for something by which they can render services to homeless people. Basically, a network
can be developed between different people and crucial stakeholders it will assist them
within analysing distinct issues which prevails within the country and formulate the best
possible plan through which needs of homeless young people can be addressed.
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18. Discuss the regulatory and sustainability considerations for
service program development in community services sector.
a. Regulatory considerations
 Taxation & income inequalities
 Housing and urban planning policies
 Urban planning policies
 Education policies
 Civil rights law & policies
 Federal laws and civil rights
b. Sustainability considerations
 Identification of potential barriers for strategies and sustainability along with these
probable opportunities must be provided for leverage as well as building existent
strategies, interventions and priorities.
 Implementation of data-driven decision formulation processes and emphasis must
be made on intrinsic motivation.
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19. Identify at least one (1) standard, code, and piece of legislation
that apply in delivering service programs to the following user groups.
Complete the table provided below.
Homeless young people
Standards
1. Governance for safety & quality in health service
organisation
2. Prevention and controlling infections related with
healthcare
Codes Services must be delivered in ethical and safe way
Legislation Health practitioner regulation national law act 2009
People in situations of domestic violence
Standards 1. Medication safety
2. Prevention and management of pressure injuries
Codes Appropriate actions must be taken for responding to adverse
conditions.
Legislation Australian Institute of Health and Welfare Act 1987
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CASE STUDY
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 in community services settings.
In real life, case managers will be required to participate and contribute
to the development and implementation of service programs, 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 – Planning for Consumer Engagement and
Participation
SCENARIO
R A I N B O W
C O M M U N I T Y S E R V I C E S
You are working at Rainbow Community Services. A local not-for-
profit organisation providing help and other support services to
indigenous people and families in your area with focus on:
 Early Childhood Development
 Education
 Governance
 Community and Family Safety
 Health
 Housing
As part of the organisation’s efforts to engage and provide
opportunities for participation for their target clients and client
groups, you have been appointed to plan for consumer engagement
and participation with their indigenous clients receiving their
services.
The main objectives are to consult with the target client group and
obtain their feedback on the services they are receiving through
Rainbow Community Services and to identify possible gaps in the
services provided by the organisation to this client groups.
Specifically, this project aims to determine the following:
 Current population of indigenous people in your area
 Percentage of this population who are receiving or have
received services Rainbow Community Services
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 Social needs of indigenous people in your area
 Whether current services offered by Rainbow Community
Services are in line with these needs.
 Areas of improvement in services offered by Rainbow
Community Services.
It will focus on the following stakeholder groups:
This project will operate in accordance with Rainbow Community
Services’ Consumer and Engagement Policy.
As per resources, the project team will consist of the following
people:
 Lana Figs, Senior Responsible Officer
 You, Project Manager
 Cheryl Dawson, Engagement Lead
 Anton Ryerson, Subject Matter Expert
The team will be working closely with:
 Franz Sykes, Information and Records Manager
 Mallory Colton, Cultural and Language Interpreter
 Local Community Elders
The allocated budget for this project is a total of $2348.42 to cover
the following:
 Engagement tools - selection and configuration;
procurement/development and security accreditation
 Strategy development
 Technical service provision
 Legal advice
 Forum moderation, community management and facilitation.
 Requirements gathering, selection and configuration of tools
The phases of this consumer engagement and participation are as
follow:
 Research, gather input, listen (1 July – 1 August, 2oxx*)
This phase will include gathering input, researching to
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identify community and stakeholders, and how they engage
with services Rainbow Community Services.
 Launch the project (1 August – 1 September, 2oxx)
This phase will include launching of the project, informing
the stakeholders, and encouraging participation.
 Engagement (1 September – 5 November 20xx)
This phase will include:
 Consultation
 Collect feedback on, and discuss aspects of, proposed solution
 Responsive engagement
 Analysis
 Internal process to analyse all information collected during
consultation
 Close engagement (5 November, 2oxx)
This phase will include post-consultation and reporting
 Ongoing engagement (Ongoing)
This phase will include: updates for interested stakeholders
and reporting back to community
For the purpose of this assessment, refer to 20xx as the current
year.
All engagement and participative activities will be conducted in
accordance with the following protocols provided below:
 All communications within the organisation (staff and
management) relevant to the project and the consumer
engagement and participation will be documented through
meeting minutes, email correspondences, and communication
logs and will be used as references for reporting purposes
within the organisation and other relevant stakeholders.
 All communications with community groups and community
members will be coordinated by the Cultural and Language
Interpreter and will be documented through meeting minutes,
discussion notes, interview notes, and will be used as references
within the organisation and other relevant stakeholders.
 All communications with the local government and industry
stakeholders will be documented through meeting minutes,
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email correspondences, and communication logs and will be
used as references for reporting purposes within the
organisation and other relevant stakeholders.
The following methods will be used for consumer engagement and
participation:
 Interviews
 Questionnaires/Survey
 Focus group
 Documents and records
The following methods will be used for consumer engagement and
participation:
 Interviews
 Questionnaires/Survey
 Focus group
 Documents and records
Information gathered from the above will be stored and managed in
accordance with Rainbow Community Services’ Record Keeping
Policy and Procedures and Privacy Policy and Procedures.
Reporting will be done weekly to report progress to the stakeholders
involved. Specifically, reporting will cover:
 Level of participation
 Outcomes of information gathering activities
The effectiveness of this consumer engagement and participation
plan will be evaluated on a fortnightly basis using the following
metrics and processes:
 Participation
 Volume of input
 Quality of input
The above will be monitored and reported by the project manager.
In addition to information provided above, identify processes and
communications that may be a barrier to consumer and engagement
participation and develop mechanisms to overcome these. These
must be documented in the consumer engagement plan.
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For the purpose of this assessment, Rainbow Community
Services is located in your state/territory.
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Task 1 – Consumer Engagement Plan
Using the details provided in the case study scenario, develop a
consumer engagement and participation plan for this project.
Use the template provided below.
Consumer Participation and
Engagement Plan
Prepared by
Title/designation
Organisation
Date prepared
Guidance: Date indicated here must be before the start date of the
project provided in the case study scenario
I. Introduction
Guidance: Provide a brief overview of this plan.
 Project description
 Who is involved
 Project rationale – what is the purpose of the project?
Project is based on rendering support services for indigenous families and people with emphasis
on education, health, housing, governance, early childhood development, community and family
safety.
In this Rainbow Community services as well as indigenous people and families are involved.
The purpose of firm is to engage as well as render opportunities for target clients as well as group
.
II. Objectives
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It comprises of consulting with target group client as well as obtains feedback review on services
along with identification of probable gaps. This will assist them within identification of problems
which prevails while rendering their services to different people.
III. Stakeholders
They are the individuals who have interest within the specified project like employees,
individuals who are opting for the services and government agencies. They might have invested
within project or may be attaining some benefits. Rainbow community service is non-profit
organisation who carry out programs for the well being of different people of the society.
IV. Resources
Guidance: Identify the members of the project team and other personnel they will be working closely with
in this project.
Assessment Workbook

The major people are:
 Lana Figs, Senior Responsible Officer
 You, Project Manager
 Cheryl Dawson, Engagement Lead
 Anton Ryerson, Subject Matter Expert
The team will be working closely with:
 Franz Sykes, Information and Records Manager
 Mallory Colton, Cultural and Language Interpreter
 Local Community Elders
V. Budget
Guidance: Indicate the total budget for this project and its allocation.
Total budget for this is of $2348.42.
 Engagement tools – Selecting as well as their configuration, development/ procurement
along with security accreditation
 Legal advice
 Strategy formulation
 Requirements assemblage, choice and design of tools
 Technical service provision
 Forum moderation, community management and facilitation.
VI. Engagement approach
Guidance: Outline the phases of the project. Include a description and the timeframes of each
phase.
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 Research, collection of input, listen from 1st July – 1 August, 2o20: It comprises of
collection of input, identification of stakeholders & community and ways in which they
can be engaged.
 Launch the project from 1 August – 1 September, 2o20: It comprises of launch of project,
giving details to stakeholders and inspiring participation.
 Engagement 1 September – 5 November 2020): This phase will include: Reference,
feedback collection, aspects and proposed solution. Along with this, it involves sensitive
engagement, analysis of gathered information
 Close engagement - 5 November, 2o20: This phase comprises of reporting and post-
consultation
 Ongoing engagement (Ongoing): Updates will be given to stakeholders who are interested
as well as report to community.
VII. Engagement policy
 All communication must be documented via email, communication logs and meeting
minutes so that they can be utilised like a reference.
 All the interaction needs to be coordinated through cultural & language interpreter along
with this they are documented by interview notes and discussion notes.
 Interaction which has been occurred in between industry stakeholders and local
government must be recorded.
VIII. What do you want or need to know
Assessment Workbook

It will enable to acknowledge level of participation as well as results which are acquired by
gathering information. This will enable members of Rainbow Community services to
acknowledge what can be done so that better results can be attained and there services can be
provided to wide range of individuals.
IX. What does this consumer engagement and participation aim to find out?
The outcome attained from this is that level of involvement can be attained which will assist
within overall objectives of Rainbow Community services. Through this, it can be analysed that
what kind of problems are being faced by individuals and what they expect from Rainbow
Community Services.
X. Engagement methods
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They include interviews, survey/questionnaires, documents & records and focus groups. This will
enable the community service provider with an option through which they can determine what
they have to do. By engaging the customer they make people aware about services which are
provided by them as well as advice them to give details if anyone need any kind of service from
them.
XI. Engagement protocols
All the interaction which takes place among different stakeholders of project must to be
documented so that they can be used at a reference point in future perspectives.
XII. Communication and process barriers.
Guidance: Provide at least one (1) communication barrier and one (1) process barrier, and provide
mechanisms or procedures to address the barriers you have identified.
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Barriers to consumer engagement and
participation Mechanism/Process to address this barrier
Communication barrier
Language
Translator can be hired to solve this.
Process barrier
Lack of knowledge
Experts can be involved within the project so that
if any flaw exist within the project then it can be
identified.
XIII. How will information be managed?
The information has been gathered from individuals through the utilisation of different resources
and it will become difficult to attain the same information again. Therefore, it is necessary that
same information must be managed in an appropriate manner in soft as well as hard copy.
XIV. Reporting
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Each stakeholder of Rainbow Community service is responsible for responding to the project
manager. The reason for this is to analyse the overall performance of the project in terms of what
has done, what is to be done and how long will it take. For this, meetings can be carried out
among different personnels engaged within this.
XV. Evaluation
After ensuring that plan has been formulated and implemented, it is important that the feedback is
taken for identification of whether their objectives are being attained as per desired standards or
not. Along with this, it is important to acknowledge what has to be done by which outcomes can
be enhanced.
Assessment Workbook

Task 2 – Investigating Client Needs
Draft a survey that will help you determine the following:
 Social needs of indigenous people in your area
 Whether current services offered by Rainbow Community Services
are in line with these needs.
 Areas of improvement in services offered by Rainbow Community
Services.
Create at least one (1) question that will help you determine the social
needs of indigenous people in your area.
Create at least one (1) question that will help you determine whether
current services offered by Rainbow Community Services are in line
with these needs.
Create at least one (1) question that will help you determine areas of
improvement in services offered by Rainbow Community Services.
Guidance: You may use a variety of question types and formats (E.g.
long answer question, multiple choice type, or Likert scale survey
question, etc.)
Submit your survey to Mallory Colton, the Cultural and Language
Interpreter of this project through email. She will be the one to review,
finalise, and disseminate the survey to the indigenous community
members.
For the purpose of this assessment, you are not required to send
an actual email. Use the email fields provided below.
From
To Mallory Colton <[e-mail]>
Subject To identify social need, current services and areas
of improvement for indigenous people
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Body
1. What Indigenous people expect from government by which there reputation can be
developed within the country?
2. Do you think that services delivered by Rainbow Community services as as per what
they have promised?
3. Illustrate the areas in which improvement has to be made with respect to services that
are being delivered by Rainbow Community Services?
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OUTCOMES OF THE SURVEY
Mallory has reviewed, finalised, and disseminated your survey to the
target respondents. The survey has been completed and responses
have been gathered and analysed.
The outcomes of the survey are as follow:
120 of indigenous community members have responded to the
survey.
 With regards to social needs of indigenous people in the area,
the need for education, economic development, employment
support has been identified by the majority of the
respondents.
 With regards to whether current services offered by Rainbow
Community Services are in line with these needs, it has been
found out that there is a gap between one of the identified
need and Rainbow’s current services.
 With regards to areas of improvement in services offered by
Rainbow Community Services, it has been identified that
there is a need to develop and implement a new service
program to address the need for economic development and
employment support.
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Task 3 – Collaborating with Other Services and Networks
1. Using the outcomes of the survey provided in Task 2, undertake
research in your area for at least two (2) services and at least two (2)
networks that may help Rainbow Community Services in addressing
the needs of the indigenous community members for education,
economic development, and employment support.
Guidance: You may undertake online and or offline research,
including but not limited to:
 Using search engines
 Visiting local community service organisations
 Visiting the community database in the local community library
 Consulting with people you know in the industry.
If you are unable to source services/network in your area, you may
undertake research within your state/territory.
Identify the service and network you were able to source and provide
a short description of each.
If you sourced them online, include a link to the webpage containing
an information about the service/network you identified.
OR
If you sourced them offline, include a scanned copy of a brochure or
a similar document containing information about the service/network
you identified.
Use the table provided below to document your research.
i. Service (1)
Name of service Education service
Brief description
Rainbow Community Services is liable for
rendering education to Indigenous children to
ensure that each child of the society has right for
information. It is the basic need to child which will
assist them to become someone. For this, they
have collaborated with different agencies so that
they can reach out maximum number and inspire
them to come to school.
Link
(if sourced online)
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Scanned copy of a
brochure or a similar
document
(if sourced offline)
ii. Service (2)
Name of service Employment support
Brief description
After educating Indigenous children, it is necessary
that they must be supported for having career as
per their qualification and abilities that are
possessed by them. For this Rainbow Community
Services have been cooperated with different
platforms as well as job recruiters to ensure that as
per the capabilities each individual gets job.
Link
(if sourced online)
Scanned copy of a
brochure or a similar
document
(if sourced offline)
iii. Network (1)
Network Collaborative network
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Brief description
It is made with clients, carers, their families and
community or case workers. The reason behind
this is to engage community for integrating client
participation within each activity that is being
carried out but the emphasis will be laid on
services that are being delivered.
Link
(if sourced online)
Scanned copy of a
brochure or a similar
document
(if sourced offline)
i. Network (2)
Network Client network
Brief description
While development of service programs in context
of community services, stakeholders comprises of
clients and end users of service program for who
service is rendered. The reason behind making use
of client network is to reach maximum number of
individuals so that they can also get benefits from
specified program. This will result within rendering
healthy life to Indigenous people.
Link
(if sourced online)
Assessment Workbook

Scanned copy of a
brochure or a similar
document
(if sourced offline)
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2. This part of the assessment is a role play activity. In this activity,
you are required to meet to consult and collaborate with
representative personnel from the services and networks you have
sourced from your research.
Specifically, this meeting aims to determine how Rainbow
Community Services can work with these services and networks to
address the needs of the indigenous community members for
education, economic development, and employment support.
For this activity, you will need access to:
 A video recording device (e.g. mobile phone with video and audio
recording capabilities, web-cam of a laptop or a computer, digital
camera, etc.)
 Three volunteers to play the following roles:
Representative personnel from the service (1) you sourced
Representative personnel from the service (1) you sourced
Representative personnel from networks (1) and (2) you sourced.
(For the purpose of this assessment the personnel
representing networks 1 and 2 you sourced are the
same)
You will play as the personnel representing Rainbow Community
Services.
To document your successful completion of this assessment
activity, you are to submit a video recording of the meeting. Your
submission must not be more than ten (10) minutes in length.
Submit a video recording of this meeting. Use the filename:
[Candidate’s Last Name, First Name]_Subject 6 – Roleplay
As shown below:
Smith, John_Subject 6
– Roleplay
There is no specific script to be followed, however, your video
submission must meet all criteria items in the checklist provided.
Assessment Workbook

Roleplay
Activity –
Assessor’s
Checklist
(Candidate is not
required to
complete this. This
is for the
assessor’s use
only)
Did the candidate’s video recording
submission… YES NO Assessor’s comments
1. Include roleplay volunteers who
played:
 Representative personnel from the
service (1) you sourced
 Representative personnel from the
service (1) you sourced
 Representative personnel from
networks (1) and (2) you sourced.
(For the purpose of this assessment
the personnel representing
networks 1 and 2 you sourced are
the same)
☐ ☐
2. Include discussions relevant to how
Rainbow Community Services and
other services and networks
(outlined above) can work together
to address the needs of the
indigenous community members for
education support.
This may include but not limited to:
 What Rainbow can contribute
 What the other services can
contribute
 What the networks can contribute
 Resources available
 Action items
☐ ☐
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3. Include discussions relevant to how
Rainbow Community Services and
other services and networks
(outlined above) can work together
to address the needs of the
indigenous community members for
economic development and
employment support.
This may include but not limited to:
 What Rainbow can contribute
 What the other services can
contribute
 What the networks can contribute
 Resources available
 Action items
☐ ☐
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 Study
Case Study – Planning for Consumer
Engagement and Participation
Task 1 – Consumer Engagement Plan
Task 2 – Investigating Client Needs
Task 3 – Collaborating With Other Services
and Networks
Video recording of roleplay activity.
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.
Assessment Workbook

Assessment Workbook 6

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Assessment Workbook