Diploma of Community Services - Legal and Ethical Compliance

This workbook covers legal and ethical compliance in the Diploma of Community Services course, including reliable sources of compliance requirements, national government departments and regulatory agencies, and industry associations. It also emphasizes the importance of plain English documentation in explaining legislation in the delivery of community services.

CHC52015 Diploma of
CommunityServices
Specialising in CaseManagement
Legal and Ethical Compliance

Version control & document history
Date Summary of modifications made Version
Version 1 final produced following
assessment validation. 1.0
Version 1.1 final produced with the
following amendment(s):
Amended number of options to be
selected in KA Part1
Question 1
 Amended KA Part 2Question
5
Case Study 3 Task 3
instructionsrectified
1.1
Edited table for Knowledge Assessment P1
Q13 – 2 should have “part time” 1.2
Corrected error in Case Study numbers in
Additional Case Study Activities: Task 1 1.3
Updated rates for Knowledge Assessment:
Part 1 Q14 1.4
Updated Knowledge Assessment item 7
‘Guide to Aged Care Law’ to ‘My Aged Care
website, factsheets, guides and policy’ as
per new legislation.
1.5
Document re-branded and contextualised
for Inspire Education use; content checked
for adherence to current industry standards
and new unit of competency requirements;
modifications to sentence construction.
2.0
Updated link in Knowledge Assessment Part
1 Question 24. 2.1
Revised questions and benchmarks for KA
24 and 25. 2.2
Updated Industry Associations in Knowledge
Assessment Part 1, Question 4 in page 12. 2.3
Provided classification details for KA Part 1
Q14 2.4
Updated HSQF link for Knowledge
Assessment, Part 1 Question 24 on page 39. 2.5

Date Summary of modifications made Version
Updated link in Knowledge Assessment, Part
1 Question 13. 2.6

This is an interactive table of contents. If you are viewing this document in Acrobat, clicking
on a heading will transfer you to that page. If you have this document open in Word, you will
need to hold down the Control key while clicking for this to work.
INTRODUCTION TOTHISWORKBOOK.....................................................................................................5
What is thisworkbookabout?.............................................................................................................5
Contextfor Assessment......................................................................................................................6
AssessmentRequirements.................................................................................................................6
ABOUTTHE ASSESSMENTS.....................................................................................................................8
AssessmentMethods.........................................................................................................................8
Resources Requiredfor Assessment...................................................................................................8
INSTRUCTIONSTO STUDENT..................................................................................................................9
KNOWLEDGEASSESSMENT..................................................................................................................10
Part 1 – Managing legal andethicalcompliance...........................................................................10
Part 2 – Managing work healthandsafety...................................................................................42
CASESTUDIES.......................................................................................................................................62
InstructionstoStudent......................................................................................................................62
Case Study 1–Alex.......................................................................................................................63
Case Study 2–Skylar....................................................................................................................66
Case Study 3–Eliza.......................................................................................................................71
Additional CaseStudyActivities...................................................................................................76
Task 1 – Roleplay Activity: Communicating Policiesand Procedures............................................................76
Task 2 – Distributing Policiesand Procedures................................................................................................79
SUBMITTINGYOURASSESSMENT.....................................................................................................84
WORKBOOKCHECKLIST........................................................................................................................85
WE WOULD LOVEYOUR FEEDBACK!....................................................................................................86

What is this workbook about?
The units of competency specify the standards of performance required in the workplace.
This assessment addresses the following unit of competency:
CHCLEG003 Manage legal and ethical compliance
1. Research information required for legalcompliance
2. Determine ethicalresponsibilities
3. Develop and communicate policies andprocedures
4. Monitorcompliance
5. Maintain knowledge of compliancerequirements
HLTWHS004 Manage work health andsafety
1. Establish work health and safetypractices
2. Facilitate consultation, cooperation andcommunication
3. Monitor compliance with risk controlprocesses
4. Evaluate and maintainWHS
For complete copies of the above units of competency:
Download them from the TGA website:
https://training.gov.au/Training/Details/HLTWHS004
https://training.gov.au/Training/Details/CHCLEG003

Context for Assessment
To complete the assessments in this workbook, students need to have access to their
learning materials and the Internet. The Knowledge Assessment and Case Study may be
completed wholly at the student’s home or chosen place of study. The tasks within the
Assessor Observation Form must be completed in a workplace.
Assessment Requirements
The assessment requirements specify the evidence and required conditions for assessment.
Each unit of competency can be unbundled to reveal three (3) key assessment components:
PerformanceEvidence
- describes the subtasks that make up the element of theunit
KnowledgeEvidence
- describes the knowledge that must be applied to understanding the tasks
described in theelements
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:
U
n
i
t
s
o
f
C
o
m
p
e
t
e
n
c
y
Assessment Activities
CHCLEG003 HLTWHS004
Knowledge Assessment  
Case Study  

Assessment Methods
This workbook uses the following assessment methods:
1. Knowledge Assessment – A set of generic and workplace questions testing the
student’sgeneralknowledgeandunderstandingofthegeneraltheorybehindtheunit.
2. Case Study – Detailed scenarios and simulated environments providing all
necessary information required to complete relevant tasks andactivities.
Resources Required for Assessment
Assessor to provide:
 Case studies and simulations
 Information about workactivities
You will need access to:
 A video recording device (e.g. handheld cameras, mobile phones,etc.)
 Computer with access to Internet andemail
 Installed software: MS Office Word (or equivalent), Adobe AcrobatReader
 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 roleplayactivity
 At least five (5) people who have emailaccounts
 Printer to print policies and procedures in the Case StudyAssessment

The questions in this workbook are divided into two (2) categories:
- KnowledgeAssessment
- PracticalAssessment
The questions under Knowledge Assessment are all in a short answer format. The longer
questions requiring creative and analytical thought processes are covered in the Practical
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. However, if you do not currently have access to a workplace, then
answer the questions based on processes that should be implemented in a typical
workplace setting.
Accessing Intranet Pages and External Links
There are instructions in this workbook that will refer you to intranet pages and or external
links. These intranet pages and external links are formatted in Blue UnderlinedText.
To access these, hold the Ctrl key for Windows users or the Command ⌘ key for Mac users
while clicking on these links.

Part 1 – Managing legal and ethical compliance
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 governmentbodies
☐ g. Social media platforms (e.g. Facebook and Twitter)
☐ h. Relevant supervisors, managers, or other industry personnel

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.
Your state or territory
One (1) local government
department or regulatory
agency in your state or
territory
St George Community Services Centre is located at Hurstville
NSW 1481, this regulatory agency provide community service
to people of New South Wales. This agency contributes in the
betterment of physical, emotional and social development of
children, families and senior.
Description of its function
and how they operate
St George Community Services Centre provide personal
development program to reduce the chances of mental illness
mainly in youth of Australia. This regulatory agency have
certain function such as:
Recreational program: St George Community Service Centre
have recreational program which allow youth to explore
various sport and allow them to explore variety of activities.
Which include swimming pool and other sport activities. This
recreational facilitate help youth to overcome any mental
barrier they are facing.
Personal development: personal development program are one
of the most effective facility provided by St George
Community Service, this progam help youth, families and
senior to develop themselves at every stage of learning.
Additional space: St George Community Service Centre
provide renatal space to other community service organization

for the purpose of betterment of the people. This function allow
them to create a better society in New South Wales.

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 & Community Service Australia is peak body that support
non-profit community service organizations who lead to manage
old people of Australia. They become the nationwide voice for
the elder people and become supportive for those service
organization who have the responsibility to manage elder
Australian.
Secretariat of National
Aboriginal and Islander Child
Care (SNAICC)
The SNAICC operate in aboriginal and Torres strait islander
community, they have been providing service to children and
tend to support family service organization. This is non-profit
government body who take responsibilities to bring betterment in
the life of children and their families. This organization provide
health and education to children who unable to take such benefit
because of some issue in life.
Department of Social
Services Australia
The department of social service Australia is government body
who have responsibility to bring betterment in the society and
make life of Australian easier. This help government to develop
those social policy which become every important in community
service work. Function of DSS highlight that their develop
certain policy to keep the society strong and fair for every citizen
of the country.
Mental Health Australia
Mental health is one of the most important component in human
life. As per the survey of WHO 20% of Australian face mental
illness issue and disorder which need to be cured. Government
itself keep eye on the mental health record of the citizen where
they try to provide various plan to prevent suicidal case in
Australia. These plan include all the guidelines to the community

service organization to ensure that they provide strategies to
manage mental health programs.

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 Community
Workers Association
The Australian Community Worker Association (ACWA) is one
of the community service body which tend to provide
professional community service to the people. This one of the
biggest association in Australia who set certain standards for
education and ethical code of conduct for the worker. The main
function of Australian Community Worker Association is to
support community worker at every stage of their life. Various
hard working community get their right from this association and
improve their performance in the community service in the
country.
Case Management Society
of Australia and New
Zealand
The CMSA is one the most powerful case management
organization who tend to provide professional work to the
community. Every case manager and member is connected with
the CMSA to ensure they remain professional in their
community service. Case management society of Australia and
New Zealand was established in 1996 with the aim to provide
service to case management worker who have their duty in
community service. The main function of the CMSA is to
provide practical, managerial and theoretical knowledge to the
case management worker.
Australian Association Of
Social Workers Ltd
The Australian Association Of Social Workers Ltd is
professional national body which state that social worker and
their importance in the society. AASW was established in 1946
with the aim to monitor social worker. This is not only limited in
a specific country rather they also work for international social
and community service worker. AASW provide code of ethics to
the community and social service work. The main function of the

Australian Association Of Social Workers Ltd is to manage the
worker who tend to provide their best in the betterment of the
society.

5. In your own words, describe the purpose and relevance of having plain
English documentation for explaining legislation in the delivery of community
services.
Plain English documentation are one of the most important thing in the legislation which help
in delivering community service. The English is universal language which help in
understanding every document, the main purpose of plain English is to provide clear
understanding. The community service industry use plain English documents which keep the
things simple and easy to understand. Community service need various legislation documents
which need to be in plain English as worker may belong to diverse culture and different
background who find it difficult to understand the native language of the country. So plain
English are been used in the documentation of the legislation of community service industry
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 industryassociations
☐ e. Federal Register of Legislation (www.legislation.gov.au)

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. My Aged Care website, factsheets, guides and policy
☐ d. Quality of Care Principles 2014
☐ e. The Guide to the Model WHS Act

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 in the workplace means the community service industry have
to follow certain children safety and rule and regulation to ensure the
stay safe while performing.
Codes of conduct
Code of conduct is applied to community service industry by
following integrity, objectivity, professional competence and
confidentiality.
Codes of practice
WHS (Work Health and Safety) take responsibility of maintaining
code of practice in community service industry.
Complaints management
Community service have directorate complaint management
system which allow them to handle each and every complain
that may arise in the community service.
Continuing professional
education
Continuing professional education: CPD (Continuing Professional
Development) is process to maintain and learn knowledge and
skills to become more professional.

Discrimination Discrimination: the Discrimination Act 1992 highlight that
discrimination may happened with two prospect such as direct
discrimination and indirect discrimination. Community service
industry follow every guideline of Discrimination Act and
maintain healthy service in the society.
Dignity of risk Dignity of risk: dignity of risk means legal rights which a person
have and who take risk to learn something to improve the quality
of life.
Duty of care Duty of care means responsibility of individual or organization
for the person or their staff. This is legal responsibility in
community service to ensure stay harmless.
Universal declaration of
human rights
the human rights are universal which means each and every
person have right in this world which they can use certain time.
Informed consent informed consent means health condition and treatment which
a person might need, this is completely individual's decision in
getting healthcare treatment.

Mandatory reporting mandatory reporting means legal recording of the statement of
victim of child abuse, this is been recorded by teachers, social
worker, police officials and clergy. Community service industry
follow State Child Abuse and Neglecting Reporting Act to ensures
mandatory reporting.
Practice standards practice standard are how to or speciality, this help worker to
understand how to maintain the standard of practice.
Practitioner/client boundaries Professional boundaries means setting certain guidelines to
follow ethical and technical professional standards in community
service industry.
Privacy, confidentiality and
closure
According to The Privacy and Personal Information Protection
Act 1998, this state that community service industry have to
collect, place and disclose personal details and information
except the record of health as these are extremely confidential.
Policy frameworks policy frameworks means the document which highlight the
principles, domain, roles and responsibility of individual in
community service. This policy ensures that all the staff remain
safe while performing community service in the society.

Records management the community service directorate state that record
management is compulsory while performing the community
service. This help in systematic control of the records.
Work role boundaries professional boundaries means the limit every professional have
which keep them safe because client also have certain power's
and vulnerability.
Work health and safety WHS highlight that every community service worker have
responsibility to promote right of their clients and protect them
to any risk associated while performing the work.

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.
Client
Rights Responsibilities
Sample answer:
The right to be treated with respect and
courtesy.
Sample answer:
Treat staff and volunteers with respect and
courtesy.
The right to be treated with respect and
courtesy.
Treat staff and volunteer with respect and
courtesy.
No discrimination while servicing the service
of community service.
Responsibility to provide right and correct
information to the service provider to ensure
safety.
Privacy and confidentiality is basic right in the
of the client in getting the service from
community service industry.
Responsibilities to observe safety rules and
regulation while getting the community
service.
Case

manager,
case
workers,
and other
staff
(Employe
e)
Rights Responsibilities
Right to be treated with respect and the sense
of human worth with any discrimination from
the client.
Responsibilities to respect the humanity and
dignity of client and other community service
provider.
Right to get supportive environment from the
community and client side.
Responsibilities to corporate with other
community service provider with proper
manners and respectfulness.

Communit
y services
provider
(Employer
)
Rights Responsibilities
Right to be respected apart from the service or
work they perform.
Responsibilities to rise complaint against any
unethical activities which is been witness by
the worker in providing community service.
Right to access all necessary information
which bring easiness while performing the
community service work.
Responsibilities to support client in any of the
case which is not concerned with the worker
field of knowledge.

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.
Human rights are connected with human needs, these are basic right of an individual.
Human need may fall under civil and political right which a person have such as freedom of
speech. Human right are connected with community service industry as the inherent value
of individual ignoring the background from which they belong. For example an individual
have right to get healthcare which is responsibility of community to fulfil the need to
healthcare of individual which is human right as well. Community service follow all the
human rights while performance the service. This community have the responsibility to
understand the human need of the individual while providing them community service.

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 rightsframeworks
and approaches
How this is applied in your case management practice in the
community services industry
Universality
Under international human right law, the community service
provide universality to the society. Universality means when the
individual or group want to take any community service, the
worker can not deny providing them the service as they follow
universality code of ethics and human right framework. The
universal declaration of right provide various benefit to the
individual, these are under two guidelines such as international
covenant on political and civil right of human. Whereas other
right provide economic, social and cultural right.
Indivisibility
Indivisibility in community service highlight the human right of
an individual in getting the community service. This is related to
dignity of a person in getting equal status in society. The
community service state that human rights are indivisible which
means they can not deny the service which an individual want to
take from their work. Every human being have indivisibility in
their basic human right.
Participation
Participation in community service highlight the importance of
getting the community service. Many people participate in the
community service to enhance their skills and knowledge. Many
student participate in community service activities to enhance
their academic skills.

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 andprocedures
☐ g. Person-centred approach to service delivery

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.
Sub-industry Requireme
nts for
maximum
weekly
hours
Children’s services
Maximum
number of
work hours for
full time
8 hours a week
Maximum
number of
work hours for
part time
32 hours a week

Minimum
hours
12 hours
Social and
community services
Maximum
number of
work hours for
full time
12 hours
Maximum
number of
work hours for
part time
8 hours

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.
Pay guide Classification State or territory Hourly pay rate
Social and Community
Services Employees (State)
Award [AN120505] Pay
Guide
Level 2 - pay point 1
Fulltime and Part-time
Community services
worker grade 1 - Year 1 - $25.42
Social and Community
Services (Queensland)
Award 2001 [AP808848]
Pay Guide
Level 7 - pay point 2
Fulltime and Part-time
Community Services
Worker, Level 7, Pay point
2
Queensland
Social and Community
Services Industry -
Community Services
Workers - Northern
Territory Award 2002
[AP817216] Pay Guide
Level 4 - pay point 1
Fulltime and Part-time
Community services
worker grade 4, Pay point
1
Northern Territory

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
Practice prohibited by law
Provide one (1) example Consequence
a. Discrimination
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
Community service provider
leaking the information which is
private and confidential to the
client.
Community service worker who
refuse to keep information of client
private and disobey the law have to
face certain consequence of
Australian Human Right
Commission and client can
approach Privacy Act 1988 to rise
a complaint against the worker.
c. Work health and
safety
Reckless conduct performed by
the community service worker
which highlight the recklessness
that caused serious issue such as
injury.
Community service worker who
refuse to keep the code of practice
and become reckless while
performing the service may have to
face Work and Safety Act 2011.

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 services industry.
Blue Card (Queensland)
Blue Card system was introduced in 2001 to monitory people
who work with children as this ensure the safety of children
and help worker to minimize risk while addressing the
children. Community service worker need these blue card to
perform service with the children.
First Aid Certificate
First aid certificate are necessary for community service
worker as they perform various emergency task and help
individual who are in need. This first aid certificate keep
community worker safe from any uncertainty which might
occur in performing the first aid act to the individual in
community service.
Australian Community
Workers Association
Membership
The ACWA state new and fresh methods to ensure better
education system that impact on community service industry.
The legislation of ACWA and its membership help
community worker to get better knowledge about the service
which they tend to provide.

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.
Your state or territory
Industry
sector Scenario Reporting requirements Link to webpage containing information
Aged Care Suspected financial
abuse of a client
Financial abuse is one of the most common and serious
crime that happened with elderly people. It is very clear
that close relative of elderly people involve in such as
financial abuse. The trusted friend of elder people,
family member and even caregivers are involve in the
financial abuse. The reporting requirement in
addressing the rule and regulation. This reporting
requirement belong to Queensland state.
Youth Homeless fourteen
year-old
The trauma of homeless is one of the effected thing in
the society. There are many young people who are
homeless in the country and mainly the youth. There
are certain reporting requirement in the community
service sector. This reporting requirement belongs to
Queensland state.

Disability Suspected abuse of a
person with
Disable people have faced various issue in the society mainly
the discrimination and unethical practice. There are certain
case where the suspect get abuse with their disability. Some
reporting requirement are:
Legal action: the disable person can take legal action towards
the discrimination they face in the society.This reporting
requirement belongs to Queensland state.

18. Listed below are three (3) business insurances required for community service
organisations. In your own words, discuss the purpose of each.
Public liability
Every community service organization have public liability
insurance who keep the voluntary safe from any kind of
financial charge they might have to face if any accident
happened while performing the service.
Workers compensation
insurance
Every community service organization have worker
compensation insurance but these insurances are for some of
the worker who are connected with the organization and have
powers, as all the volunteer can not be covered in the
insurance. Community service organization keep their staff
insurance while performing the work but community service
organization is very wide which can not cover all the volunteer
who perform the community service task.
Personal accident insurance
Every community service organization provide insurance to
their worker and staff who got injured during providing the
service. These insurances cover all the financial consideration
if the voluntary meet with an accident such as injury.

19. When an organisation is undertaking accreditation they are required to meet a number of standards. Ide
The professionalism: this area is must in the community service organization, the
professionalism means the community service organization must have professional workers
to tend to provide effective work to the people. Every community service provider is
professional in their area but when it comes to improvement professionalism needs to be on
top. When the organization undertake accreditation they need to have professional standard to
meet the requirement. When the organization have professional staff then they can pass the
criteria of standards and can meet the requirement.
Corporate social responsibility: the community service organization need to follow all the
corporate social responsibility to meet the standards to be considered. Some of the staff
member of organization are connected with some corporate social group who tend to monitor
the behaviour and ethical standard are been followed or not. This service area need to be
perfect in terms of all standards to meet the requirement of standard. When the community
service organization have good corporate performance then it is very beneficial for them to
pass all the criteria of the standard required in the process.

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.
1) Planning and consultation: planning is one the most important step, this ensures that
community service organization remain on track and have guidance of planning which help
them to achieve the community service task. Every community service organization consult
experts to plan their policies and code of conduct. When the organization plan to bring
changes in the work they commit in the community service, they need to consult to all the
stakeholder of the organization.
2) Research and defining policy terms: after the planning and consultation from the
stakeholder the next step fall under is research and defining policy. This stage highlight that
community service organization have to research certain things before planning any policy
and after the research they need to define the policy which they have made. Defining policy
to stakeholder is one of the most important task as they mark those areas where the
improvement is must required.
3) Drafting the policy: after the planning and consultation and research the next step is to
draft certain policy, this stage is very crucial as they mainly highlight the procedures to draft
the policy. Drafting the policy means the final review of the stakeholder on the policy as this
help organization understand those areas of policy which need improvement and even
highlight those policies which is not very effective for the organization.

4) Implementing the policy: after policy is been drafted next step fall under the
impmentation of the policy this means organization have to implement policy to every
part and every worker have to follow the policy. This process is challenging for the
organization as this required all the strategy to implement policy.
5) Monitoring compliance: after all the above step, next step highlight that monitoring is
very important. Monitoring compliance means after the implementation, organization
need to monitor the outcome of the policy which is been implemented.

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.
The roles and responsibilities of case manager are:
Roles: case manager have role to provide their idea and thoughts in the process of
developing and implementing organizational policies and procedures. Case manager are one
of the most important person in community service organisation as they perform challenging
task.
Responsibilities: the responsibilities of case manager is to ensure the police and procedures
remain, the case manager have responsibilities to review the record and application of newly
admit clients.

22. Provide two (2) ways that a community service organisation can ensure they remain up-
to-date with compliance requirements.
Following rules and regulation: when a community service organization want to stay up to
date then they have to follow every rule and regulation of the government in providing the
community service. Regular scanning of the legislation will keep the organization on track of
government guideline which keep them safe in delivering community service.
Employee follow procedure: when it comes to activeness of organization then they can look
at the performance of the employee or the workers. Every company have their own
methods of staying up to date, but they scan the employee and their performance to stay up
to date in the process.
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?
It is very important for community service organization to implement those policy and procedure
which meet the legal and ethical requirement. The community service organization keep their policy
simple to address the standard required, these organization follow both internal work practice and
external work practice. These include:
Internal work practice: the internal work practice include involving all the stakeholders of the
organization is setting the policy and procedure. These may include the interest of stakeholders and
their experience in making certain policy which meet the legal and ethical standard.
External work practice: the external work practice involve internal factors that influence the
organization and its policy. These external factors may include political and social factors of people
which impact the community service organization.

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).
HSQF Standards Templates
Standard 1: Governance and
management
'Conflict of interest policy
and procedure'
'Conflict of interest policy and procedure':
The good governance and management system reflect the sound
outcome for the stakeholders. This template of governance and
management highlight conflict of interest, governance policy and
procedure, financial manage policy and procedure, continual
improvement policy and procedure, risk management, client
participation and choice, privacy and confidentiality policy and
procedure.
Conflict of interest: conflict of interest happened when a personal
interest of group of individual connect with interest of organization
interest.
Standard 2: Service Access
'Service Access and Exit
Policy and Procedure'
'Service Access and Exit Policy and Procedure'
This template of service access highlight entry and exit process
that a community service organization have and eligibility to
access the service on the basis of need and resource available.
Standard 3: Responding to
individual need
'Collaborating with Other
Services Policy and
Procedure'
'Collaborating with Other Services Policy and
Procedure'
Responding to individual need template highlight that community
service organization have advocacy policy and procedure,
collaborating with other service policy and procedure, person
centred service policy and procedure and positive behavior support
and child protection policy and procedure.
Standard 4: Safety,
wellbeing, and rights
Workplace Health and Safety
Policy and Procedure
Workplace Health and Safety Policy and Procedure
The safety and well being rights template highlight certain policy
and procedure for the community service organization these
include client right and responsibility policy and procedure and
workplace health and safety policy and procedure.
Standard 5: Feedback,
complaints, and appeals
Feedback, Complaints and
Appeals Policy and
Procedure
Feedback, Complaints and Appeals Policy and
Procedure
Feedback, complaints and appeal have been discussed in this
template which ensure that community service organization keep
safe in the process
Standard 6: Human
resources
Employee Grievances Policy
and Procedure and
Client Safety and Wellbeing
Policy and Procedure
Employee Grievances Policy and Procedure and Client
Safety and Wellbeing Policy and Procedure
This template provide various policy and procedure to the
community service organization to effectively manage people in
the workplace and they provider certain human resource policy and
procedure which include employee grievance policy and procedure
and client safety and wellbeing policy and procedure.

25. Based on the templates and guidelines developed by QCOSS: a. What kinds of information should be
included in the policies and procedures in general? b. Some templates contain unique information. Identify at
least two (2) and indicate the template and the standard.
a.
In general human resource information must be added to the policies and procedure.
b.
Employee grievance policy and procedure as this fall under human resource template with 6
standard
Collaborating with other service policy and procedure as this fall under responding to
individual need with 3 standard

26. Identify three (3) techniques for monitoring compliance in the community
service organisation. In your own words, discuss each technique.
Regular auditing: regular auditing is one the best way in which a community service organization can monitor
compliance in the workplace, regular auditing means a organization can provide survey and personal
questionnaire to the worker to understand their comfort in the workplace. When organization strictly audit the
whole workplace then they can find the real reason behind the compliance in the workplace, they can pick any
employee to ask them certain question regarding healthiness in the workplace.
Performance review: performance review of the best techniques to monitor compliance in the
workplace, this means organization can review the performance of each and every employee and
later can analyze the gap. Many organization conduct review before implementing compliance policy
and later with the help of performance review they can identify the gap between the employee's
productivity.
Metric: metric means critically monitoring the business organization and its activities, metric can show those
result which was not clearly visible by the organization. Many community service organization now use visual
management system to monitor compliance in the workplace. They try to analyze movement in the workplace to
understand level of compliance.

Part 2 – Managing work health and safety
☐ 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’ compensationclaims
☐ g. Handling clients’ complaints
☐ h. Health and safety representative training
☐ i. Work health and safety training andassessment

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
They have the duty to ensure the health ans
safety of workers and other persons at the
workplace. It must seek to eliminate risks to
safety and health so far as reasonably
practicable. It includes that they are accountable
to provide and maintain safe work environment,
provide and maintain safe plant and structures,
maintain and provide safe systems of work,
ensure the safe utilization of handling and
storage of plant and substances along with
provide them adequate facilities.
Workers
The right and responsibilities are highly
consultative about the safety measures at the
workplace. The right to workers compensation,
the right to get fair pay scale, right to say to
unsafe work, right to appropriate safety
equipment, etc. while certain responsibilities
involves taking reasonable care, following
reasonable instructions from employer.
Officers
The health and the safety duty of an officer
requires them to exercise due to diligence to
make sure about the compliance by the PCBU
with their WHS obligations. An officer must
ensure that the PCBU has in place appropriate

system of work and must actively evaluate and
monitor health and safety management.

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
The purpose of record keeping is to make sure that business
management activity records of providential quality are
generated, maintained and disposed of in according to legal
requirements. It is able to protect the practitioner where the
legal defense of their actions is required. Documentation
also describes the matter of professionalism and proof of
the improvement among certain practices.
Reporting
It is significant in order to ensure efficient management of
employees in any businesses. Illustrated workplace policies
and procedures describes the appropriate ways of working,
set standard of behavior and help articulation the company
mission and values. It helps to provide guidance in
decision-making and streamline internal processes.

4. In your own words, discuss how due diligence and general duty requirements impact your
organization's policies and procedures and regulations. Your discussion must be between 60 –
100 words in length.
Due diligence is a legal requirement for overall employers under NSW health ans safety
legislation. It is known for due diligence that requires an officer to take reasonable steps to
make sure about the business complies with their work safety and health obligations. It helps
investors and companies to understand the nature of the deal, the risks involved and identify
whether the deal fits with the portfolio or not. This ensures that the processes implemented in
order to comply with the specific duties and obligations under the WHS Act. These involve
the reporting of incidents, consultation with workers and make sure about the provision of
training and instructions to workers about the workplace safety and health.

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.
WHS requirements helps to appropriately protect workers as well as other persons from harm
by requiring duty holders in order to eliminate or minimize risks. It also provides fair and
effective representation, cooperation and consultation along with encouraging unions as well
as employer firms to take a constructive role while promoting improvements in the WHS
practices. These are the kind of policies and procedures that work towards making the
organization completely safe for employees with the help of ensuring that they are completely
protected from possible health and safety risks.

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.

Policies are able to provide the personnel with an understanding of expected behavioral and
performance standards at the time of providing rules and guidelines for decision-making and
constantly across the organizational operations. The significance of the workplace policies can
never be overstated. These are important as they help to clarify and reinforce the expected
standards of employees in all of the professional dealings. On the other hand, they also help
the employers to manage staff effectively by describing the things that are highly acceptable
or unacceptable at the workplace. It outlines the corrective measures of working, set certain
standards and helps in order to articulate company objectives and goals.

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
A hazardous manual task is where one can engage in the
procedure that puts the body at risk of suffering an
injury. The examples of this specific task involves
stacking shelves, sitting at the computer, etc. It has been
evaluated that some manual tasks are highly hazardous
and may cause serious injuries. Safe manual handling is
significant to protect an individual from pain and
suffering that come with specific actions. Awkward
postures, poor lifting, failing to route plan, non
appropriate techniques etc. are considered as enhance
the risk of injury during manual handling tasks. Hence,
the policies, processes and regulations are made and
prepared according to these actions only.
Infection control
Infection control starts with an aim to control and
prevent pathogens that are being passed from one person
to another. The foundation of good infection control is
to assume that each and every person id potentially
infectious. Basic infection control procedure includes
hand washing and keeping the work space neat and
clean. Hence, the rules and regulations related to the
infection control measures helps to maintain safe
environment by reducing potential spread of diseases.

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.
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.
Falls and Slips
Electrical
Fire
In many community work places there is a hazard
and risk of falling and slipping down from the stairs
at the major level and sometimes because of wet
floors in a company. It is the responsibility of both
people either employee or management to look out
for the safety in the organization.
With the electrical substances every wire can harm
people. Wires contain the high voltages at the
workplaces as from electricity main work purposes
has been attached just example a computer which is
generated only with the electricity. Unfortunately,
some people got shocked with the high voltages
wire and caused accidents
Business and community places who have a poor
standard of maintaining the flames and fire will lead
to these fire hazards. This factor is the major
Accidents will happen, but maintaining the
awareness is the best option to prevent these falling
accidents in the work environment. These activities
can be stopped by the proper cleaning the wet floors
and by constructing the railings at the stairs.
These hazards can be overcome by applying the
proper connections of wires and provide a safety in
the community places. The management can also
keep the boards which evaluating and symbolizing
the risk of electrical wire. Maintaining the proper
installation of these activities can be beneficial and
will avoid the electric accidents.
Management can keep the fire extinguisher in the
work places which will make a help to resolve and
turn out the blowing fire in the company. Along

obstacle happens in the organization and building in
a high rate. Employee need to be aware of not
conducting such activities which can cause a huge
fire at the workplace.
with, this hazard can also solve by putting the fire
alarms from which people can get aware of fire
activity and keep themselves at a safe position.

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 procedu
WHS Requirement How this requirement apply in organisational policies and
procedures
Human resources policies
and procedures
The HR management is responsible for providing the measure safety
policies in an organization. The laws and rules are kept in the
department where people or employee have to follow them in the
respective manner. This management is required to maintain the
healthy and safe work environment in the company.
Consultation and
participation
This step or factor determines the concept where a management
required to consult the objectives and risks measures to the
employee and then makes employee to follow the policies and laws.
Incident investigation and
record-keeping
A company firstly require identifying and investigate the issue and
resource from where incidents are causing. Keeping the records of
previous incidents help an organization to be aware from the activity
and can provide a safety measure to the particular areas

Quality system
documentation
The requirement approaches the control of documents and
records and make a proper audit the reports so that it will
prevent the errors from the people. After evaluating the brief
then only take an action.
Designated person/s for
raising issues
This term defines the concept in which a person who is raising and putting
the issues in the organization by their misconduct. It is necessary to
evaluate the hazard happening in the company and then provide a safety
measures to the particular objectives.
Workplace support services This factor is the important part of the work environment. The workplace
support services are required in the company to improve the health and
balance the work load and can maintain the productivity.
Use of personal protective
equipment (PPE)
It is an exposure which helps to prevent the hazards happens in a company
and can protect from the major injuries and illness at the workplace.

Emergency procedures It is a normal view that, a company should keep the emergency equipment
like fire extinguisher. It is a major demand and requirement in a
community work sector from which the accidents and hazards can be
prevented.
Hazard identification A company or organization should focus on the obstacles and hazards from
where it creates a risk of injury happenings. It is a mandatory objective as
by this activity only a management can provide a better healthy and safe
environment at the work surrounding.
Risk assessment and control In general, a company who knows their risk of accidents occurrence in the
workplace has required to provide an appropriate solution of that obstacle.
When a company succeed in evaluating the risk assessment then, they have
to control the hazards from which these happenings.

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.

11. In your own words, discuss what risk analysis is and the principle
underlying this process.
Risk analysis is the process in which it can be identified about the risks and issues happening
in the company which is causes the harm and injury to an individual. Analyzing these risk
factors can control the injuries and illness awareness in the organization. These activities are
performed to evaluate and prevent the safety measures to each organization and department.
This activity includes major three principles which are identified the risks, decide who may
have harmed, take the action towards risk, make a track and record and review the action or
solution.

12. Hazard identification is an important process in hazard and risk
management. Provide two (2) procedures that organisation’s would follow to
identify hazards.
Mapping : This factor includes the hazard that is mostly happened at the construction
sites. Working at these sites can cause injuries and harm. Looking at the company, the
hazards includes the wet floors, ladders and stairs, shock from electrical wires. Proper
mapping of the area can help to reduce the risk management.
Worksite inspections : In this hazard or risk, many organizations has the work process
with the utilization of the chemical substances from which an employee can burn and
get the injury. These activities are mostly performed the chemical industries where
vapors, gases like helium and propane can cause a risk management. For such risks, a
company should provide the safety costumes which will help to secure the individual.

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 thelowest.
☐
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.

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.
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 Conduct a meeting in which make a proper research regarding
the project and provide an oriented solution.

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

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.
Principle Discussion
Principle 1: Persons with
control
A human who is responsible to look out for the decision-making
process regarding the concepts of products, its quality and facilities
which are provided by the company and also has to control the health
and safety sources so that an employee can obtain the good
environment at the workplace.
Principle 2: Product lifecycle This term defines the safe design to individual stage of life-cycle.
The function involves the risks, hazards and a safety measures from
which these obstacles can minimize the life-cycle as possible.
Principle 3: Systematic risk
management
The term is already explained by the topic as systematic risk
management. This function or element demonstrates the tools or
process from which the risks can be prevented at the workplace and
provide a batter and safe environment.
Principle 4: Safe design
knowledge and capability
A management who have a knowledge of safe design and ability to
make a decision are included in this factor.
Principle 5: Information
transfer
It is the best way to identify the information of risk and hazards. By
communicating and documentation process will help to control the
information and data between each other and also involves the life-
cycle of safe design approaches.

17. When might a community services provider consider engaging a person to provide advice on WHS?
At the time of recruitment, the organization has to provide advice on the work health safety
activity as they are responsible for the issues and hazards which can cause them an injury at
the work surrounding. Consulting with the employee will also help a community service
provide about the hazards and obstacles in the premises. A community service provider
requires considering engaging a person to provide advice of WHS include : at the of
recruitment in organization, at the time of emergency cases like accidents and also even at
spreading of infectious diseases.

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 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.

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 assignedinanoutreach
service that assist sclientst osecure 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 communityprograms.
Staffandvolunteersarerequired,asperorganisation’spoliciesandprocedures,toreport
anyreimbursementsforexpensesinbehalfoftheorganisation.Reportingtheseexpenses for
reimbursements are done via an online portal everyweek.
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 his reports 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
toldthenewvolunteerthatpeopleheknewwouldassisthimwithdocketsthathewould report
as his own. He further asked the new volunteer not to tell anyone aboutthis.

1. Identify and explain two (2) legal and ethical responsibilities that were breached in the scenario
a. Asking extra reimbursement - When an employee is working in a company then
there may come such circumstances where they need to spend on the behalf of
organization and can ask for reimbursement. It is completely legal and ethical
responsibility of one but it doesn't mean that employee have to break the trust, add
extra charges and finds a new way of extra income.
As a youth worker it is the main responsibility to make sure that everyone is a safe
situations and this is known as basic healthcare guidelines, rights and
responsibility.
b. The second factor introduces the wrong and inappropriate activity by convincing the
new volunteer to follow their unethical and illegal aliens. In the above case study, a
volunteer is approaching the new volunteer to behave an irrelevant matter which is
completely a illegal. A volunteer has to make a new person to provide and follow the
responsibilities to each activities.
It is important for healthcare providers in reporting WHS issues to responsible person by
which actions can be taken in a timely manners

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
From
To Adam Laurens
<[e-mail]>
Subject
Respected Sir,
I am writing this mail to draw your attention on the
false activities happening in our organization. I
overheard my co-volunteer Alex speaking on call
with new volunteer and telling him about how
he found a way to earn extra money in the name
of reimbursement. He mentioned that he knows
few people who help him with false dockets to
submit to our team and asked him not to tell
anyone about this. This is completely unethical
& illegal. There is complete need of legal advice
as the activities which were performed is
unethical and false activities.
Specialized advice that would help out Alex
include:
 I would request you to take strict and
legal action against it as we need honest
volunteers who don't work for their own
benefits.
 The reimbursement is tax paid by our
country's people from their hard-earned
money. Along with this such acts will
make bad impression on our fellow
volunteers. He can also take a specialist
advice and get the possible risk
information.
 They also can take the help of legal
advice departments from which they
will be able to put an action towards
them and punish them with penalties.
Alex's action will disgrace the name of our
organization and it may lead all of us to face

consequences and also our current community
service for homeless person may get dismissed.
Sir, kindly look into this matter as soon as
possible.

Case Study 2 – Skylar
SCENARIO
Skylar is a teenager referred to Happy Backpacks,
a community services organisation catering to
homelessjuveniles.Heranawayfromhomethree
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
learnedthathisfatherwasanalcoholicandwould
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
juvenilesinthecentre,hestartedverballyabusingthem.Twomaleyouthworkersrushed 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 restrainhim.
TheWHSpoliciesandproceduresinHappyBackpackshavebeenreviewedtwoyearsago
anditdoesnotstatewhattodowhenclientsshowaggressivebehaviourinsidethecentre as this
rarelyhappens.

1. What are your legal responsibilities as a youth worker based from the scenario? Explain why you say so.
a. On the basis of above case of Skylar, it can be said that he requires proper guidance
as he ran away and has become victim of violent behavior by his father. He has
become violent at center so, in this context, it can be said that workers need to take
appropriate actions. Under WHS, a PCBU has duty of eliminating risks to health and
safety of workers and other involved person.
In regard to role of youth workers, it can be said that they need to take care of
people who are aggressive. They need to remain calm and listen to them. By
taking and arguing, they cannot sort out such situations. Due to remaining at
street Skylar has become aggressive so, it is responsibility of workers to
understand their needs and provide them counseling services. By doing so, Youth
worker can protect other members from aggressive behavior of Skylar and they
can engage him in social activities as it can change his aggressive behavior. The
main cause of aggressive behavior of Skylar is violence behavior of his family
members and living far away from family so, he requires people who can take
extra care of him and make him feel valued. So, by understanding needs of service
users and performing all roles, youth worker can help Skylar and other members.
As per the WHS, youth workers need to provide consultancy to children and people
who are aggressive. They need to maintain work environment that is risk free, giving
necessary information and training to workers and understanding needs of clients.
There are number of ways by which youth care providers can manage aggressive
behavior at center. As per the WHS policies and guidelines, workers can remain
objective. They need to focus on active listening and can provide solutions as per
the needs of clients. As per the emergency procedure, youth workers need to
protect themselves and other from aggressive actions by clients. By making them
understand about consequences, problems can be sort out. youth workers can call
out to responsible authority who can deal with such clients.

2. This task requires you to develop a WHS policies and procedures
relevant to Case Study 2: Skylar which must be communicated to
theorganisation.
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 ofclients
Guidance: Refer also to the legal responsibilities you have specified in Case
Study 2, Question 1.
b. Emergencyproceduresoninstanceswhenaclientshowsaggressivebehaviour
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
proceduressimilartothisincident),andincludeanylegalinformationinthetemplate.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creationdate
Guidance: For the purpose of this assessment, use the current date
c. Purpose statement, including definition of terms wherepossible
d. Specific sections of the policy, as specifiedabove
e. Procedures, including consequences if policy isbreached
Guidance: Include legal information to support the procedures you are
developing.
f. Review date

H
a
p
p
y
B
a
c
k
p
a
c
k
s
Policy: Policy Developer:
Supplemental anticipatory guidance for
children and adolescents experiencing
homelessness
Version no. 2.1 .
Policy Developer: Deputy director general
and administration of the department of
justice and attorney generals.
. As per this policy, it is important for youth
workers to make use of counselling
techniques and make sure that children are
well-educated and trained. Children who
live far away from their family needs to be
made feel valued in order to protect them
from aggressive behavior.
Version no. Date: Dec 20, 2020

Purpose:
The main aim of this policy is to provide office
of fair trading with appropriate interventions
and other management strategies by which
workers can deal with aggressive clients.
It can protect workers and other members at
place from traumatic incidents in the course
of their duties.
In regard to this, it can be said that it is
known as some NHCHC resources and
policies that can help out youth workers in
providing care to homeless children.
Definition of Terms:
Traumatic incidents: In this context, it can be
said that staff and people at place who are
exposed to traumatic experience can
participate in counselling and support
services. Department’s EAP provider is
responsible for maintaining a network of
competent counsellors who can provide
personal counselling as per the needs

Procedures:
Guidance: Include legal information as necessary.
To conduct timely health check-up camps in isolated areas and aware them about the
current contagious disease and the safety measures.
Under any circumstances if health service delivery Policy is broken then one has to face
severe legal consequences which includes penalty of capital because getting a right and good
health care by profession on time is right of every living being. One may have to face the
cancellation of their medical license to practice.
Next Review Date:

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 case workers, Eliza, reports that two children in the community where
herteamhavebeenassignedwerediagnosedwithchickenpox.Someotherclientsinthat
community catch illnesses but are unable see health specialists. The community where
she works have also homeless animalsaround.
Eliza is still under training and the manager of Happy Backpacks suggests that new case
workers 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.
Toaddressthis,yoursupervisorhasassignedyouwriteanewpolicyforriskmanagement for
community workers in health service delivery in remoteareas.

1. What are the hazards involved in this situation? List two (2)
a. Health practitioner regulatory law act 2010 is being developed to provide
guidance to community workers on effective communication with the main aim of
improving health of service user. As Eliza is new community service providers so,
she does not know as how to deal with people with infectious disease and in such
cases. BY reviewing such policies, she can provide better services and can protect
people from infectious disease that is spreading.
Remote or isolated work safety is being placed for providing appropriate
information as well as resources to make sure safety of all person. Policy guideline
outline risk management process that can be used by SAAS, LHN and Ao for
identifying and controlling hazards.
b. Managers are responsible for making sure that health care providers have appropriate
resources by which they can provide health and safety services. Ensuring people in remote
areas have access to health and safety and providing access if they do not have then they
need to be aware regarding ways of accessing healthcare services.
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. Health service delivery - In the above report, Elizabeth has requires a
recommendation in which this factor is including and needs to control. The term
defines the process in which a patient or an individual person requires a needful
treatment to cure for the particular disease. Most of the time, it is founded that
many of the people opens and started the fraud and false clinical without having
enough knowledge regarding the medical infrastructure and perform the irrelevant
matter and operations. These false activity can cause a huge impact on every living
creature either a person or an animal, it can be harmful for each one. Elizabeth can
reduce the risk and contril it by taking the help of health service delivery. The health
service delivery should include the proper and appropriate method of clinical
treatment from which a particular person or living being can spend their livelihood.
The above study clearly mentioned the issue from which Eliza and her team have to
deal with. An accurate health service delivery can overcome this obstacle and
motivates each to move forward.
b. Training regarding infectious disease – From the above mentioned case study, the
second recommendation is about the training requirement regarding the infectious
disease. Because of lack of knowledge about health and safety measure the
chickenpox disease has been diagnosed. It is improving and necessary to provide a
training sessions to identify the accurate illness. Wherever, the proper safety
measures will be implemented by the WHS policies and procedures then it will be
the best and effective result to the particular subject. Just like chickenpox, which is
an infectious disease has to be controlled which requires training and development

so that everyone can be aware of such activities. There are basically four kinds of
infectious disease such as cold, norovirus, hepatitis and stomach flue, chickenpox is
one its major disease or illness spread by the air communication at most of the time.
An accurate training and education can control these diseases to spread over at a
higher level.

3. This task requires you to develop a WHS policies and procedures
relevant to Case Study 3: Eliza which must be communicated to
theorganisation.
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 riskassessment
c. Risk controls and measures to beimplemented
Guidance: These must be specific with the scenario.
d. Reportinganddocumentationprocedures,includingapolicyinprotecting
client information
To guide you in drafting the policy, research on relevant and current legislation,
practicestandards,orsourcedocumentation(e.g.workplacehandbooks,policiesand
proceduressimilartothisincident),andincludeanylegalinformationinthetemplate.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creationdate
Guidance: For the purpose of this assessment, use the current date
c. Purpose statement, including definition of terms wherepossible
d. Specific sections of the policy, as specifiedabove
e. Procedures, including consequences if policy isbreached
Guidance: Include legal information to support the procedures you are
developing.
f. Review date

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Policy: Health service delivery policy
Policy Developer: Chief Medical Officer
Version no. 2.2 Date: 20 Dec, 2020
Purpose:
The role and responsibility of this policy is to
deliver the good health service in remote
areas where people are not aware of the
contagious diseases. To understand the risk
assessments of any basic safety measures to
take to keep their family and society safe,
this policy can help to save many lives in
isolated areas where getting the basic
emergency assistance is hard to find. From
this roles and responsibilities the risk can be
solved and safety measures can be
implemented.

Definition of Terms:
Contagious diseases - This term can be
expressed as the disease which spreads from
an individual to another, can be extremely
dangerous and may lead to one's death.
Isolated area - Place which doesn't have much
exposure of the facilities and have no or least
provision available.
Emergency assistance - This can be defined as
the first medical treatment given to one until
they get under professional health care.

Procedures:
Guidance: Include legal information as necessary.
To conduct timely health check-up camps in isolated areas and aware them about the
current contagious disease and the safety measures.
The nurses or health check up people should have a proper medical equipment and
materials from which they can be able to provide them accurate safety measures. They
people also should provide training and sessions to an individual so that they can help and
prevent from infectious diseases.
Under any circumstances if health service delivery Policy is broken then one has to face
severe legal consequences which includes penalty of capital because getting a right and
good health care by profession on time is right of every living being. One may have to face
the cancellation of their medical license to practice.
Next Review Date:

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 HappyBackpacks.
 Video camera or a mobile phone with video and audio recordingcapabilities.
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.
2. In the meeting, you must be ableto:
 Communicate and clearly explain the policies and procedures you developed in
Case Study 2 – Skylar and Case Study 3 – Eliza to your ‘co- workers’. 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 measuresdeveloped.
Guidance: Refer to your responses in the questions following both n Case
Study2–SkylarandCaseStudy3–Eliza.Ensurethatthevolunteersprovide
feedback regarding work health and safetyissues.
 Nominatetherolesandresponsibilitiestoworkersaswritteninthepolicies you
developed (e.g. what are their roles and responsibilities in the policies
andprocedures?)
 Discuss and demonstrate the emergency procedures you developed from Case
Study 2:Skylar.
 Demonstrate the use of personal protective equipment (PPE) as part of the
policies and proceduresdeveloped.
 Share updated knowledge and legal information in relation to the policies
developed.

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Has the following been demonstrated in
candidate’s video submission? Yes No Comment
1. Both policies and procedures were
clearly explained to theworkers. ☐ ☐

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). ☐ ☐
6. Demonstrated and discussed the
emergency procedures when
addressing aggressive behaviour in
clients.
☐ ☐

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:
Distributing policies and procedures in electronicformat
Distributing policies and procedures in printedformat
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 tothem.
 Two(2)people,maybetwo(2)fromthefive(5)peopleabove.Youwillbeproviding
themwithprintedcopiesofyourpoliciesandprocedures.Bothmustbeabletosign the printed
copies as acknowledgement ofreceipt.
Camera or a mobile phone withcamera
Printer

a. Attach a screenshot showing your email to your five (5) recipients.

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

Please ensure that you have completed ALL required work in your Assessment Workbook
before uploading your files.
Pleasetakenotethatonceyouhavesubmittedthe for grading, you can no
longersubmitanother for the same subject until it has been marked by an
Assessor.
There are several ways to upload different types of files (video, folders, documents, etc).
Read and follow the instructions in the Submitting An Assessmentdocument.

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 ina
.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.
Toawardthecandidatecompetentintheunitsrelevanttothissubject,thecandidatemust
successfully complete all the requirements listed above according to the prescribed
benchmarks.

Inspire Education is committed to ensuring you get the most out of your student experience
with us. Part of your Learning Journey is the use of our contextualised learning materials and
assessmentworkbooks.Wewouldlovetogetyourfeedbackonhowthismaterialworkedfor you.
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