CHCCSM004 Coordinate Complex Case Requirements Student Assessment Workbook
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This student assessment workbook covers the unit CHCCSM004 Coordinate Complex Case Requirements for Diploma of Community Services. It includes performance and knowledge evidence, assessment conditions, and assessment tasks.
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Student Assessment Workbook PROJECT COVER SHEET Qualification /TitleDiploma of Community Services Competency Code/TitleCoordinate complex case requirements Page1of20
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Student Assessment Workbook a) b)CHCCSM004 Coordinate complex case requirements c)This document comprises of 3 sections: Section One – Unit and Assessment Overview Section Two – Topics Covered Section Three – Assessment Tasks Section One – Unit and Assessment Overviewprovides you with an overview of the knowledge and skills that you need to demonstrate in the assessment tasks. The Unit and Assessment Overview also provides you with information about the assessment conditions, the Assessor’s role, changes to the assessment procedure that can be made to accommodate your needs and instructions to students including how to submit your assessment tasks. Section Two – Topics Coveredprovides you with an overview of the key topics covered during your workshop. These topics are still covered in the workbook by distance based learning students. Section Three – Assessment Tasksconsists of questions, case studies and work-based activities. These tasks are used to demonstrate that you meet the requirements as detailed in Section One – Unit and Assessment Overview Page3of20
Student Assessment Workbook d)SECTION ONE: UNIT AND ASSESSMENT OVERVIEW Performance Evidence This activity will enable you to demonstrate the following performance evidence: planned and coordinated multiple resources, services and supports for 3 clients with complex needs Knowledge Evidence The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of: different approaches and models of case management evidence based practice requirements a full range of local services and supports available issues faced by clients, their family and carers, accessing multiple services impact of service duplication principles and practices of planning complex service inputs principles and practices of working across multiple services range and requirements of different funding arrangements indicators of imminence of self-harm or harm to other referral requirements of services formal meeting processes relevant organisation and regulatory standards, policy, procedures, legislation and statutory mandates risks and responsibilities relating to duty of care for: children and young people domestic violence suicide elder abuse impacts of generational abuse and welfare dependency cultural considerations, history, protocols and systems of culturally and linguistically diverse clients and Aboriginal and/or Torres Strait Islander people family structure, dynamics, communication and decision-making relevant documentation protocols range of available services and support requirements and boundaries of the coordination role issues that cause client confusion, concerns and barriers Assessment Conditions Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit: use of suitable facilities, equipment and resources, including individualised case plans modelling of industry operating conditions, including: scenarios that reflect standard operating conditions and contingencies links to other local service agencies or organisations Additional reference material and research website If you need to refer to a specific resource to complete your assessment task, we will identify the resource within the assessment task. Page4of20
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Student Assessment Workbook Reasonable Adjustments Your Assessor may be able to make adjustments to your assessment based on special needs you may have or if you are a distance learning student.Please ask your Trainer if you feel that modifications to this assessment are required. Student Handbook Please refer to Alana Kaye’s Student Handbook for information regarding: Educational and Student Support Services Trainer Support Assessment Strategy Appeals, Complaints and Grievances Procedures Role of the Trainer/Assessor Your Trainer/Assessor will: answer any questions you might have about the assessment negotiate assessment activities if reasonable adjustment is required inform you of any variations to the assessment which may be required if you have any special needs or if you are a distance-based learner assess your competency by making judgements about the evidenced presented in line with the rules of evidence: validity, authenticity, currency and sufficiency give you feedback on the outcomes of the assessment process counsel you on the outcomes of the assessment including advising you of your right of appeal if you disagree with the assessment decision helpyouaddresstheworkhealthandsafetyrequirementsoftheassessmentsetting,if appropriate. Instructions for students Inordertosuccessfullymeettherequirementsofthisunityouarerequiredtoundertakeall assessment tasks.Each of these assessment tasks may have a series of activities or questions that you are required to complete. Please note that at Diploma level it is expected that the questions will be answered in a manner that reflects significant understanding of the theory associated with the unit of competency.You are required to elaborate upon the answer sufficiently articulating your understating of the underpinning knowledge required for this unit of competency. Asaguide–eachquestionwillgenerallyrequire1-2paragraphstoeffectivelyaddress requirements.In some cases, this may be more.If you, in the course of answering a question, rely upon a text, document, webpage or other source of information, you must make reference to where this information came from. Submitting your Assessment and Due Dates Your Trainer will advise you of the due date for each assessment. Please submit your assessment by the due date. The process for submitting assessments is provided on the PROJECT coversheet on page 1 of this document. Feedback on your Assessment Your Trainer will mark your assessment within 2 weeks of submission. Your Trainer will provide you with feedback about your assessment. Your result for each assessment task will either be: Satisfactory – you have successfully met the assessment task requirements, OR Page5of20
Student Assessment Workbook Not Satisfactory – you are not yet satisfactory. If your result is ‘Not Satisfactory’you will be given an opportunity to improve your assessment. Your Trainer will inform you of the skill or knowledge gaps in your assessment. You will need to resubmit your assessment with the corrections or redo the practical exercise until you achieve the ‘Satisfactory’ result. Any student who plagiarises or cheats will be given a ‘Not Satisfactory’ result and will be required to resubmit their assessment again and may also be required to answer verbal questions. Once you have completed both the Student Assessment Workbook and any other assessment requirements for this unit, your results will be either: Competency Achieved – you passed OR Not Yet Competent. e)SECTION TWO: TOPICS COVERED This unit describes the skills and knowledge required to coordinate multiple service requirements for clients with complex needs within a case management framework. Workers at this level work under supervision within established guidelines but take on a team leadership role in the coordination of services and service providers. This unit applies to work in a range of health and community services contexts. TheskillsinthisunitmustbeappliedinaccordancewithCommonwealthandState/Territory legislation, Australian/New Zealand standards and industry codes of practice. f)SECTION THREE: ASSESSMENT TASKS Before you commence this assessment, please read the student declaration on the front page.It is important that you are ready for assessment and understand the assessment process. Please speak with your Trainer if you have any questions. Formative Assessment Activities Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment). Assessment Activity 1A Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.What information may you need in order to determine a person’s service requirements? Determining person’s service requirements is important for businesses in order to become successful and some information that need to be gathered include: Income of person. his/her buying behaviour, cultural background. Prices, product quality, places from where people can Page6of20
Student Assessment Workbook get their products affect their buying decision and their requirements. So, all these factors need to be considered while determining clients’ requirements. 2.What happens when someone makes an allegation of child abuse? It is important for organization and responsible institution to provide immediate medical assistance, making sure that alleged offender does not have access to the child in order to protect child against abuse. There are some emergency numbers that are responsible for providing immediate support to children so, by calling on such numbers, health and safety of child can be improved. 3.In what conditions can someone be confined to a hospital against their will? Sometimes people does not want to be hospitalized but still they are being hospitalized against their will but there are few situations under which people can be confined to hospitals even they do not want to be. For example: if someone is suffering from mental health disease and he is not able to take his own decision, if 2 doctors agree and state that staying in hospital is necessary and if it is lawful as per the mental health. Assessment Activity 1B Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.Define collaborative working. As with the name itself, it can be said that collaborative working refers working in a group and altogether in partnership. When 2 and more than 2 organizations work together then it is known as collaborative working. Within an organization, collaborative working involves a group of people who share their ideas in order to achieve common goal. It improves productivity and gives a sense of purpose to employees. 2.How may collaborative working arrangements benefit both parties? Working together and collaboratively gives benefits to all involved parties. It makes beneficial to owner as well as management companies as it increases employees’ engagement, improves flexibility, increase employees’ retention rate and improve image of company. When organizations and people work in a group or collaboratively then they are more likely to learn and increase their knowledge. Page7of20
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Student Assessment Workbook Assessment Activity 1C Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): What should be included in a Case Management plan? Case management plan refers a plan that describes: clients’ needs, problems, desires and strategies for solving problems. There are number of elements that should be added in case management plan in order to make it successful suchas: Need assessment, service planning, monitoring and intake. It helps in improving decision-making process, making referrals and case conceptualization. Assessment Activity 1D Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): What coordination requirements and boundaries will you have to agree with other organisations? For coordination and working in a partnership, organizations require providing central point of contract for client, they also need to monitor impact of service intervention, facilitating communication in order to exchange information in a clear and concise manner. The most important thing that need to be considered is: monitoring clients’ problems, barriers and confusion in order to improve image of collaborative organizations. Assessment Activity 2A Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.How can mandatory reporting laws affect your duty of care? Mandatory notification and reporting is important for registered professionals and it can improve their overall productivity. When registered professionals follows reporting laws then it improves patients’ safety by decreasing public exposure to risk of harm. In healthcare, it makes able to professionals to detect cases on early basis and protect children against harm and abuse. Overall, it can be said that it can decrease errors and can improve performance of professionals. 2.What are warning signs that someone is considering self-harm or suicide? Page8of20
Student Assessment Workbook There are some signs that can help us out in determining that individual is going to suicide or self- harm such as: of person talks about feeing lonely, emptiness, hopeless and negativity as everything that is happening it is wrong. Talking about feeling of guilt, sadness, no reason to live and it would be better if I die and others. Talking like these are genuine and strong sign of self-harm and suicide. Assessment Activity 2B Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.What communication skills should you use to provide information? Communication is vital for working within organization and for exchanging information in an effective manner. There are some skills people need to possess include: active listening, confidence while talking, showing respect, showing empathy, being personable. An ability to talkinaconcisemannerandshowingemotionalawarenessisvitalformaking communication process easier and clear. 2.Give an example of how you would communicate a timescale to a client. There are number of ways to communicate with client and making them aware about current trends, their progress and areas in which they need to improve. Live meeting, conference calls, video conference, audio call, texting are some ways to communicate. But one of the best way to communicate timescale to a client is face to face and group meeting. In face to face, one to one communication, clients can be communicated with timescale and it can help them out in knowing their strengths and weakened areas. Assessment Activity 2C Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.What specific communication requirements may a person have? In order to communicate in an effective manner sender needs to acknowledge various filters that is used to encode as well as decode requirement message. Person need to follow 7c’s of communication model that refers clarity, concise, consideration and completeness. Mode of communication should be selected as per the nature of message that people need to Page9of20
Student Assessment Workbook exchange. Active listening is the main key of successful and effective communication so; people should have this ability to listen carefully. 2.What is augmentative and alternative communication? Augmentative communication is used by people who already have some speech but find difficulties in understanding because of limited speaking ability. Augmented communication is the type that relies on users’ body language to deliver messages. These both systems of communication are important for people find difficulties in speaking for increasing participation in daily activities. Assessment Activity 2D Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.How can you access an interpreter? In healthcare sector, doctors require immediate need and for that they can ask their receptionist to call. Receptionists have responsibility to provide a telephone interpreter within 3-5 minutes. Call operator then ask code number from doctor. There are specific numbers for each country for easier access to interpreter. In Australia, professionals may call TIS National on 131450 and can ask them to call Austrade on 13 28 78 as it is easier way to access interpreter. 2.What cultural barriers may you need to overcome? For clear, successful communication and for improving productivity, there is requirement to identify cultural barriers and solving them in a timely manner. One of the best way to overcome cultural barriers is training and cultural awareness program. By conducting such programs and providing training to all, people can be made aware about different cultures and reasons of having people with different cultures. Assessment Activity 2E Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): Page10of20
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Student Assessment Workbook 1.How can welfare dependency present a barrier to outcomes? Welfare dependency is state in which a person is dependent on government’s welfare benefit for their income and without being dependent, they cannot meet their daily expenses. Welfare dependency that create some problems or barriers to outcomes include: problems in fostering family and meeting their daily expenses. In addition, it can be said that it limits opportunities for children regarding participating as fully member of society. It reduces their trust. 2.How can mistrust present a barrier to outcomes? For becoming successful and working in a team, there is requirement to have trust among group members. If there is no trust or mistrust, then it may create number of problems. When co-workers do not trust each other’s then it leads miscommunication. They do not take interest in communication and other process. Miscommunication due to mistrust lowers productivity and may lead verbal as well as physical conflict. Assessment Activity 2F Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): How will a person-centred approach affect how the client’s needs are prioritised? Person centred approach requires professionals to involve their clients and patients in the process of decision-making and helping them out to take their actions. It increases their capabilities as well as understandingas how to look after themselves without any help. This approach, helps professionals in understanding as what clients want, how they want to be informed and others. By engaging them in person centred approach, professionals can increase clients’ satisfaction and health. Assessment Activity 2G Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.What types of meetings could you hold? In healthcare and other sector, managers need to held meetings in order to inform employees about current trends and changes that company is going to make. Some effective types of meetings that can be held include: status update, team building, idea sharing, decision-making, innovation and others. Page11of20
Student Assessment Workbook These meetings help all employees in gathering information regarding their job roles, current trends and changes as well. By conducting status update and team building, I will promote collaboration that will help me out in increasing performance of employees. 2.Why is an agenda important in meetings? An agenda is beneficial for all involved party as it helps team members and manager in knowing as what will be done at meeting. It helps out managers to be on track, monitoring and identify whether they are going on the right track or not. Without an agenda, manager may find difficulties in completing important business. Assessment Activity 2H Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): Create a Case Management plan for a person of your choice. case management plan is a process that is based on identifying clients’ needs, setting priorities and taking actions to accomplish goals. Assessment Activity 3A Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): How can you prevent service duplication? Removing service duplication is important for saving time and cost. For this, service providers need to understand that what information they need to collect at the time of assessment and knowing impact on their own service specific intake. verifyingpreviouscollecteddataofpatientswithappropriatestrategiesandmaking communication with other professionals, communication process can be improved. Page12of20
Student Assessment Workbook Assessment Activity 3B Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): Give an example of a SMART target. Analyse how it meets each requirement. Smart target is the one who fit with aim of companies. For example: Apple company wants to increase sales and for accomplishing this goal, company will have to target specific people in a smart manner. So, for this aim, company needs to target young people who are mobile conscious and prefer to use Apple watches, mobiles and others. Smart target depends on the nature of product and services. Assessment Activity 3C Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): 1.How can you gather feedback? 2.What are the advantages of gathering feedback? Assessment Activity 3D Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): An elderly man who lives alone has recently developed dementia. Give an example of further support that may be required. Page13of20
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Student Assessment Workbook Summative Assessments – Knowledge Activity The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit.These activities should be completed after finishing the Learner Guide.You should complete these as stated below and as instructed by your trainer/assessor. Summative Assessment: Knowledge Activity (Q & A) Answer each question in as much detail as possible, considering your organisational requirements. 1.What are different approaches and models of case management? Page14of20
Student Assessment Workbook 2.What are evidence-based practice requirements? 3.List five local services and supports that available for your organisation. 4.What issues may clients and their family face when accessing multiple services? 5.What is the impact of service duplication? 6.What information should a case management plan include? 7.Define case management. Page15of20
Student Assessment Workbook 8.How should you consider funding arrangements when establishing a service plan? 9.What are indicators of imminent self-harm? 10.Choose one service you work with and explain the referral requirements for it. 11.Describe at least different forms of meetings that you may use during case management. 12.List three organisation standards that apply to your work with clients. Page16of20
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Student Assessment Workbook 13.Choose an issue you may encounter and explain your duty of care towards clients. 14.Explain the impacts of generational abuse and welfare dependency. 15.What issues are more likely to affect culturally diverse clients, such Aboriginal Australians or Torres Strait Islanders? 16.Give three reasons may you have to communicate to the client’s family. 17.List two of your organisation’s documentation protocols. 18.Give three examples of services that are available to your clients. 19.What should each service supporting the client be aware of to ensure coordination? Page17of20
Student Assessment Workbook 20.How can you minimise client confusion, concerns and barriers? Page18of20
Student Assessment Workbook Summative Assessment: Performance Activity Answer the activity in as much detail as possible, considering your organisational requirements. 1.In a workplace environment, create a plan which provides multiple services and supports for three clients with complex needs. Plan which model of case management you will provide, including the services, resources and support. You should ensure you: Conduct an assessment of the client to determine their needs Include a plan of goals, sub-goals and timeframes Follow your duty of care, and follow mandatory reporting requirements. Page19of20
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