Develop and Review Case Management: Knowledge Test - Short Answer Questions

This assessment is for CHC52015 Diploma of Community Services and consists of short answer questions related to developing and reviewing case management. The questions cover topics such as WHS requirements, legal obligations, hazard identification, risk assessment, risk control, incident investigation, employee inductions, consultation and participation, appointment of health and safety representatives, and workplace support services.

Student Name: Ivan Osazenomwan-obanor
Student ID: E0667164
32510/04 Knowledge Test - Short answer questions
CHC52015
Diploma of Community Services
Module 4: Develop and review
case management
This is assessment 4 of 4.
1. Background/Overview
As a case manager, you have a legal obligation to protect the health
and safety of your clients, other workers and yourself.
2. Brief
This task consists of four (4) parts based on a particular scenario.
This assessment provides you with the opportunity to demonstrate
your knowledge of the following areas:
 Developing WHS, hazard and risk control procedures for
your workplace to meet legal requirements
 Consulting with employees regarding health and safety issues
 Providing WHS training to other employees
 Reviewing and evaluating WHS practices
Deliverables
Please submit this assessment in
Word doc format.
To do list:
1. Write your name and student
ID at the top of this page.
2. Read the
background/overview and
brief sections of this
document.
3. Read the scenario.
4. Complete the 4 parts.
5. Collate your written answers
into one Word document.
6. Save the Word document
using the naming
convention: your student
number_assessment
number.doc. For example:
“12345678_31135_01.doc.”
7. Upload your document in
Open Space using the
relevant Assessment Upload
link in this Module.
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3. Questions/Task
Read the scenario and then answer the questions that follow.
You work at CareShore in the community services office. You are responsible for undertaking case
meetings to plan, monitor and review service provision for clients. In addition, your role requires you
to manage work, health and safety (WHS) implications for the other members of the team, the clients
and yourself in the performance of the service.
At a recent team meeting, two workers raised concerns regarding their health and safety in the
workplace, particularly in regard to potentially aggressive client behaviour. The concerns arose after a
client had a violent outburst and the Police were called to the CareShore office. Employees felt that they
were underprepared to handle the situation and that the CareShore management team was not doing
enough to protect the health and safety of its employees.
Your manager admitted that the current CareShore WHS policies and procedures were developed for the
attached age care facility. The community services office was a relatively new addition for CareShore
and the procedures had not yet been updated to reflect the new environment.
To rectify this problem, your manager has asked you to establish new WHS procedures and systems
specifically for the community services office of CareShore.
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Part 1
1A. As a case manager at CareShore, even before you start your first client intake, it is important that you
understand the WHS requirements for a community services organisation. Briefly describe the legal
obligations that CareShore would have in relation to the following WHS areas.
Area Legal obligations
(100 words each)
Record-keeping and reporting Work Health and Safety Act 2011, which imposes obligations on
people at workplaces to ensure work health and safety. The
underlying purpose of the act is to protect the health and safety
of workers and other people by eliminating or minimizing the
risk arising from the work or workplaces Some of the record
which have to be kept are:. injury/incident reports and
investigations* • workers rehabilitation and compensation
records* • first aid records • chemical register identifying those
which are classified as hazardous substances and including
Material Safety Data Sheets (MSDS) • risk assessments and
controls • training records • certificates and licences •
maintenance and testing records (e.g. Residual Current Device
[RCD] tests) • hazard report forms (and actions taken) •
workplace inspection/safety check forms • major
incident/dangerous occurrence reports to SafeWork SA.
Due diligence Work Health and Safety Regulation 2011, which describes what
must be done to prevent or control certain hazards which cause
injury, illness or death
Consultation Work Health and Safety Act 2011, which imposes obligations on
people at workplaces to ensure work health and safety.
Consultation is a legal requirement and essential for managing
health and safety risks. Consultation with workers:
 Talk to each other on WHS matters
 Listen to their concerns and raise your concerns.
 Seek and share views and information.
 Advise workers of the outcome of consultation in a
timely manner.
One must consult with workers in the following cases:
 Identifying hazards and assessing risks.
 Making decisions about ways to eliminate or
minimizing those risks.
 Making decision about the adequacy of facilities for
welfare of workers.
 Making decision on the health and safety procedures.
Hazard manual tasks Work Health and Safety Regulation 2011, which describes what
must be done to prevent or control certain hazards which cause
injury, illness or death. Manual tasks such as lifting of objects,
cleaning vehicles, servicing of parts and many more of serious
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physical ramification. It has to be ensured that the workers are
equipped with protective gearing at all times to keep them safe
and secure during their working hours.
Infection control Employees are subscribed under occupation health and safety
act to provide a safe workplace for their employees, including
the provision of adequate infection control procedures, right
equipment and training.
1B. Briefly describe the legal responsibilities of each of the follow duty holders under WHS legislation.
Area Legal obligations
(50 words each)
Persons conducting a business
undertaking (PCBUs)
A PCBU (Person Undertaking a Business or Undertaking) is the
legal entity operating a business or undertaking. A PCBU may
be an individual person or an organisation conducting a
business or undertaking. A PCBU has the primary duty of care
to ensure the health and safety of the workers while they are at
work in the business or undertaking. A PCBU is also
responsible for ensuring work carried out does not carry any
kind of risk to the health and safety of others.
Case Managers/Supervisors who are the senior executives who make, or participates in
making, decisions that affect the whole, or a substantial part, of
the business or undertaking. Officers may be a person identified
within the meaning of section 9 of the Corporations Act (not
including a partner in a partnership), an officer of the Crown,
and an officer of a public authority.
Case Workers These are the people who are directly facing the hazards of a job
and often have valuable knowledge, expertise and motivation to
improve health and safety. This makes the case workers central
to the process of setting health and safety standards at
workplace.
1C: In addition to being aware of your organisation’s WHS policies and procedures, it is also important
that you know your state or territory’s WHS requirements. In the table below, provide details on:
i. Who is the WHS regulatory authority in your state or territory
ii. Provide their website url (web address)
iii. Describe their aims
Your state or territory’s WHS
(20-50 words each)
Who is the WHS regulatory
authority in your state or
territory
Workplace Health and Safety Queensland (WHSQ) - Office of
Industrial Relations is responsible for improving work health and
safety in Queensland and helping reduce the risk of workers being
killed or injured on the job.
Provide their website url
(web address)
https://www.safeworkaustralia.gov.au/snippet/whs-authorities-
homepages/contacts-queensland
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Describe their aims Their aim is to enforce work health and safety laws, investigate
workplace fatalities and serious injuries, prosecute breaches of
legislation and educate employees and employers on their legal
obligations.
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1D. For each of the hazards and risks listed in the table that Care Shore clients and staff may experience
describe the potential consequences, identify a harm-minimisation strategy based on the principles of safe
design and set a safety benchmark.
Hazard/risk Potential consequences?
(50 words each)
Harm minimization
strategy
(10-50 words each)
Safety benchmark
(10-50 words each)
EXAMPLE:
Client
disabilities
A client with a disability will
have a high level of risk even if
full assessment and appropriate
training is given. It is often
essential to review potential
risks to avoid penalties & fines.
To reduce the risk of
injury to the clients with
disabilities, employers
are required to implement
risk assessment and
control systems within
their workplace.
The risk associated with
the hazards is foreseeable
and controls should be
implemented. A range of
known hazards have to be
identified through
worker’s compensation
data and benchmarking.
Client suicide A client will attempt to suicide
and will have a high level of risk
even after proper assessments.
Because his mind set is of giving
up he won’t try to change
himself and will end up giving
up his life.
To reduce the risk of
client suicide it is
necessary to implement
risk assessment and
control. The clients
should be handled
politely. The other
employees should talk to
them and must provide
them the required help
and support.
The risks associated with
the hazards are
foreseeable and controls
must be implemented.
Older clients
experiencing
abuse
Older clients who experience
abuse are at moderate level of
risk. They might get hurt and
would leave the work.
To reduce the risk of
older clients experiencing
abuse there must be a
different workplace for
these clients. They must
be given extra benefits.
They should be provided
with a different
benchmark so that
nobody can disturb and
abuse them.
Workplace
bullying
Workplace bullying will have a
high level of risk. Because this
happens on the basis of caste,
religion, sex, gender, etc.
The company norms
should be in a way that
every person must be
considered equal. The
managers should
implement risk control
and assessment.
A range of known
hazards have to be
identified through
worker’s compensation
data and benchmarking.
Workplace
violence
Workplace violence is at a
moderate level of risk. This
happens under crucial conditions
and is very rare.
To reduce workplace
violence, various
measures and strict
actions must be
implemented.
The people who get
involve in workplace
violence must be
identified and should be
benchmarked.
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1E: Choose one (1) of the following topics and write a procedure for it for the community service office
at CareShore:
i. ongoing hazard identification
ii. risk assessment
iii. risk control (e.g. violent clients, intoxicated clients, outreach visits, money kept on premises etc.)
Your procedure should be based on the principles of risk assessment and refer to the hierarchy of control
(150-300 words).
At CareShore, risk assessment is a 6 steps structured process. The procedure for the risk assessment
process is stated as:
Establishing the context of the risk associated or detected, it can be unforseen and predictive risk as well.
Identification of the above defined risk in terms of its potential, impact, potential loss and the strategy
moving forward.
Understanding the risk to the depth level and draw necessary conclusions out of it.
Evaluate the risk by meetings, brainstorming, communication, consolation and review process.
Treat the risk and record the proceedings for future reference.
A number of risk assessment methods can be used to assess the risk, such as:
Likelihood rating table
Consequence rating table
Control effectiveness rating table
Risk Matrix
Risk treatment policy.
Likelihood rating table
Likelihood Rating Probability of occurrence
Almost certain Event will most certainly occur- Once in a year or
more frequently
Possible Event might occur at some time- Once in 2 years or
so.
Rare Event may occur in exceptional cases- once in a 5
year or so.
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1F. Briefly outline the key topics/requirements that should be included in WHS policies and procedures
for each of the following areas.
Area Key topics/requirements
(100 words each)
Incident investigation All incidents must be investigated to identify contributing
hazards with the aim of preventing similar incidents. It will
usually be a simple procedure but will, on occasions, require a
more formal investigation. The investigation should involve the
manager, the injured worker and HSR (if elected). Things to
consider in an investigation include: • who was involved in the
incident? • where and when did it occur? • what task was being
performed? • how did the incident occur? • what were the events
leading up to the incident?
Employee inductions As a part of employee induction the community manager and
the HR have to brief the employees on the policies of the
organization and take them through the history of the
organization. They have to be made aware of their job duties
and responsibilities and their reporting managers. They also
have to be made aware of the preventive steps to be taken in
order to prevent any mishappening in the future, at the same
time they have to be made aware on the legislative policies in
place.
Consultation and participation Since workers in the community do not work in a single
workplace, consultation presents a challenge. The formality of
the consultation process will depend on the size of the
organisation. Larger organisations may have WHS committees
and/or HSRs. WHS should be a regular agenda item at staff
meetings of both large and small organisations. WHS issues
discussed at regular meetings may include: • proposed changes
to work procedures • incident/hazard reporting • feedback on
issues previously reported • WHS performance e.g. assessments
conducted or improvements in injury statistics • training needs •
review of the WHS plan (refer to part 5 of the WHS Act for
more information on your consultation obligations).
Appointment of health and safety
representatives (HSRs)
HSRs are elected by their work groups. These work groups are
set up in consultation between PCBUs and interested workers.
HSRs have a vital role to play in assisting workers in their
workgroup to have health and safety issues raised and
addressed. Through their own experience in the workplace,
HSRs have a practical understanding of the health and safety
problems that workers experience and can contribute
suggestions about ways to resolve these problems. HSRs are
elected for a period of three years and in their role they may: •
inspect the workplace • investigate incidents or injuries (along
with management) • represent the work group or individuals to
management • issue a provisional improvement notice (PIN)
requiring a hazard to be corrected (where it is not resolved by
consultation) • direct that work ceases where there is an
immediate risk to workers’ WHS
Workplace support services The committee’s role is to provide for formal consultation and
assist in the: • development of policies and procedures •
development, implementation and review of WHS plans and set
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priorities • resolution of WHS disputes • review of WHS
resources • development and maintenance of effective injury
and hazard management systems • development of processes to
ensure legal obligations are met • review of rehabilitation and
the needs of workers with disabilities.
Emergency procedures Factors to be considered include: • prevention of fires e.g. report
obvious electrical faults or inappropriately positioned heaters in
client homes • checking that workers and clients can safely exit
from the office, home or venue e.g. is the exit from the home
blocked by security doors or roller shutters? • checking that a
fire detection system is in place e.g. smoke alarms (but consider
that workers should not depend on them to work as they may be
faulty) • a procedure to ensure workers report obvious electrical
faults • access to first aid and other emergency equipment e.g. in
vehicles • who to report to and how to seek help in the event of
an emergency. This may include the need to use international
colour coding for emergencies e.g. code red means fire, code
black means personal threat, etc • reporting and recording after
the event (particularly for after-hours emergencies) • debriefing
after emergency events • having procedures in place to address
emergencies where there is no mobile phone coverage (e.g.
using the client’s phone). If using a mobile phone dial 000 or
112. This will obtain emergency services even if there is no
SIM card in the phone or may get help if there is no service via
your carrier.
1G: Write a procedure for the maintenance of WHS records for the community services office at
CareShore. Your procedure must comply with legislative requirements (200 words).
There are legal requirements for you to maintain a range of WHS records, including those specified in the
WHS Regulations. These requirements include: • injury/incident reports and investigations* • workers
rehabilitation and compensation records* • first aid records • chemical register identifying those which
are classified as hazardous substances and including Material Safety Data Sheets (MSDS) • risk
assessments and controls • training records • certificates and licences • maintenance and testing records
(e.g. Residual Current Device [RCD] tests) • hazard report forms (and actions taken) • workplace
inspection/safety check forms • major incident/dangerous occurrence reports to SafeWork SA.
1H: From time to time in case management, you will need to seek the advice of a legal professional
(either a solicitor or a free legal adviser). This can also apply when writing WHS policies or procedures,
where you need to check the compliance of the policy or procedure you are writing.
Complete the email in the spaces indicated below to a solicitor (we have pre-filled the email addresses)
that would be sent with your procedure to seek legal advice on its compliance (50 words).
New Message
_ x
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Date: 14/02/18
To: [e-mail]
From: [e-mail]
Subject: seek legal advice on a client’s compliance
I have a client who is involved in criminal activities and drug abuse. Although I have terminated him but
he is taking wrong measures and is affecting the work environment of the organisation. He is creating
problems for all the other employees and is identified as a risk for CareShore. Kindly brief me with the
advices or legal actions I can take against him and on his compliance. I want to take actions with respect
to my current employee’s health and welfare.
Thank you
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Part 2
2A. Develop a WHS consultation plan by completing the table below to provide advice in relation to
WHS issues at CareShore (we have provided an example). You must identify at least two (2) other
methods of consultation.
Consultation
activity How will this
occur?
When or how
frequently will this
occur?
Who is
responsible?
How will the
outcomes be
documented?
Example:
Staff forum
Within the divisions
at CareShore at
team meetings
Fortnightly Team Leader The minutes are
taken at each
meeting and
then circulated
to staff
1.
Officers
Within the divisions
at CareShore
Weekly Directors Reports
2. Staff or
workers
At team meetings
within the divisions
at CareShore
Fortnightly Team Leaders The minutes are
taken at each
meeting and
then circulated
to staff
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Part 3
3A. Prepare an induction checklist that can be used at CareShore to ensure that WHS policies and
procedures are communicated to new employees on commencement. List at least ten (10) induction topics
in the space below and provide a brief explanation of each one (we have provided an example).
Induction topic Explanation
(25-50 words each)
Example:
Secure swipe entry card
By limiting access to card holders, this ensures the security of
all staff and also provides a clear indication to managers of
case workers’ attendance in the office.
1. Laptops should not be
taken home
By limiting access of laptops, all the employees will concentrate
on their work during the working hours and hence discipline
will be maintained.
2. Staff introduction Introduction to the other staff members so that the new
employee gets familiar with the co-workers.
3. WHS policies and
procedures
Simple briefing of the WHS policies and procedures so that the
employees do not have any problem in understanding the
policies of the organization.
4. Secure swipe entry card By limiting access to card holders, this ensures the security of
all staff and also provides a clear indication to managers of case
workers attendance in the office.
5. Hazards and work related
accident processes
This will help employees in understanding the hazards and they
will easily identify the work related accidents.
6. Secure punch-ins and
punch-outs
This will ensure that all the employees complete their normal
working hours and do not waste time.
7. Leave policies This will ensure that if the employee will ask for a leave what
are the terms and conditions and what procedure is necessary to
follow.
8. Termination policy This will ensure that if employees get involved in wrong
activities then they will be terminated and hence the employees
will maintain the decorum of the company.
9. Work area facilities This will ensure that all the employees get to know the facilities
which are provided to them by the organization.
10. Performance incentives This will motivate the employees to improve their performance
and they will work more hard.
3B. Identify two (2) potential barriers to implementing new WHS procedures and provide a brief
explanation of each (we have provided an example).
Potential barrier to new WHS
procedures Explanation
(25-50 words)
Example:
Cultural diversity
It is likely that clients and colleagues will have diverse
backgrounds to each other. This diversity can present language
barriers, which can lead to misunderstandings or
miscommunications.
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1.Physical barriers Employees working in different buildings or locations, staff
shortages, distractions caused by noise / poor lighting /
temperature.
2. Inadequate WHS information Employees can't make informed decisions or suggestions
because WHS records are not collected and / or communicated
adequately, e.g. there is no information provided in advance on
changes to the workplace that impact on WHS, such as new
equipment.
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Part 4
4A. Develop a monitoring plan for WHS procedures for each of the following areas.
Area Monitoring strategy?
(100 words each)
Monitoring
frequency?
(50 words each)
Responsibility?
(30 words each)
Reporting of
outcomes
(50 words each)
Use of
workplace
PPE
Personal protective
equipment refers to
protective clothing,
helmets, goggles or any
other garment or
equipment designed to
protect the employees
from any injury or
infection. As a part of
monitory a quality
control team has to be
set up which will audit
the conditions of the
equipment’s and raise
indent whenever
required for new
inventory
At the last day of the
month i.e. monthly
on a regular basis
The employees will
be responsible for
fruitful outcome
The reporting of
the outcomes
should be in a
form of meetings
which will be
discussed by the
manager.
Gathering
ad-hoc
employee
feedback
The employee feedback
is important and hence
weekly meeting must be
conducted. Employees
will be filling a feedback
form at the end of the
month describing their
problems.
On regular basis i.e.
weekly meetings
would be conducted
to keep the
employees satisfied
Team leader will be
responsible for
gathering ad-hoc
employee feedback
The team leader
will gather the
information and
discuss he
problems with his
senior and will
come up with
strategies to solve
the problems.
Hazard,
incident
and injury
reporting
procedures
appropriate
investigations can be
performed; trend
analyses of the collected
information can be
performed; legal
requirements connected
with reporting of injury
and workers’
compensation should be
evaluated
This investigation
should be performed
on a regular basis
and the legal
requirements must
be updated on a
regular basis.
The supervisors and
the managers are
responsible for
performing the
investigations.
The employees
will come to
know the legal
requirements
which are
connected to their
injury. The
hazards and
injuries will be
less as they will
be identified.
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Induction
training
procedures
Corrective actions
including performance
management will be
implemented so that
persons who missed
scheduled training are
provided with the
training that was missed
within a suitable
timeframe.
This will be done at
the end of the
training program to
check for any sort of
flaws in the training
of the new
employees.
The Deputy Chief
Executive Officer
will monitor gaps in
training attendance.
The Deputy Chief
Executive Officer
will provide a
quarterly training
report to the WHS
Committee and
Management Team
Incident and
hazard reports
and the
relationships to
any training
provided. The
assessment
process and
outcomes
achieved.
Feedback from
Managers,
workers and
stakeholders,
where relevant,
regarding
delivered
training, Training
costs.
WHS
record
keeping
procedures
Health and safety local
action plans  Internal
evaluation reports 
Hazard and other
registers  Corrective
actions registers 
Workplace inspections 
Training needs analysis
and plans  Incident /
Hazard reports  First
Aid treatment 
Licensing and
certification 
Registrations  Health
and Safety working
group meeting agendas
and minutes  Training
and induction checklists
 Performance
management plans 
Emergency evacuation
reports  Maintenance,
inspections and testing 
Health monitoring
reports and testing 
Research
Approvals/authorisations
 Claims management &
Rehabilitation case
records
The documents
containing the
records are evaluated
every year.
The custodianship of
the university safety
management system
controlled
documentation and
The process of
developing,
approving and
reviewing system
documentation and
ensuring the currency
of such
documentation is
maintained and
accessible on the
Safety & Wellbeing
website.
These records
will help in
defining in brief
report of all the
policies of an
organization.
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4. Assessment Rubric
Below is a rubric that determines whether your answers and knowledge is satisfactory or not yet
satisfactory.
To pass the assessment, you must complete ALL the requirements for the column that is titled
‘satisfactory’.
It is advisable to read the rubric before attempting the assessments to help you attain the correct
submission standard.
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Criteria Satisfactory Not yet satisfactory
Part 1:
Question 1A
The student is able to adequately state
the current WHS legislative obligations
in relation to
Record keeping and reporting
and
Due diligence
and
Consultation
and
Hazard manual tasks
and
Infection control
The student fails to adequately state the
current WHS legislative obligations in
relation to
Record keeping and reporting
and/or
Due diligence
and/or
Consultation
and/or
Hazard manual tasks
and/or
Infection control
Part 1:
Question 1B
The student is able to adequately
describe the WHS legal obligations of
Persons conducting a business
undertaking (PCBUs)
and
Case Managers/Supervisors
and
Case Workers
The student fails to adequately describe
the WHS legal obligations of
Persons conducting a business
undertaking (PCBUs)
and/or
Officers
and/or
Workers
Part 1:
Question 1C
The student is able to adequately
identify: the WHS regulatory authority
in their state or territory
and
Provide the website url (web address)
of their state/territory’s WHS regulatory
authority
and
Describe the aims of their
state/territory’s WHS regulatory
authority
The student is not able to adequately
identify:
the WHS regulatory authority in their
state or territory
and/or
Provide the website url (web address)
of their state/territory’s WHS regulatory
authority
And/or
Describe the aims of their
state/territory’s WHS regulatory
authority
Part 1:
Question 1D
The student is able to adequately
describe the risk/potential
consequences, an appropriate and
relevant harm minimisation strategy
and safety benchmark for
Client suicide
and
Client disabilities
and
Older clients experiencing abuse
and
Workplace bullying
and
Workplace violence
The student fails to adequately describe
the risk/potential consequences, an
appropriate and relevant harm
minimisation strategy and safety
benchmark for
Client suicide
and/or
Client disabilities
and/or
Older clients experiencing abuse
and/or
Workplace bullying
and/or
Workplace violence
Part 1:
Question 1E
The student is able to adequately write a
procedure that is based on the principles
of risk assessment and refer to the
hierarchy of control for one of:
hazard identification
or
risk assessment reflecting the principles
of risk assessment
or
risk control reflecting the hierarchy of
control
The student fails to adequately write a
procedure that is based on the principles
of risk assessment and refer to the
hierarchy of control for one of:
hazard identification
or
risk assessment reflecting the principles
of risk assessment
or
risk control reflecting the hierarchy of
control
Part 1: The student is able to adequately The student fails to adequately describe

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5. Units of Competency
This assessment contributes to the overall competencies for the following units of competency:
CHCCSM005 Develop, facilitate and review all aspects of case management
HLTWHS004 Manage work health and safety
All terms mentioned in this text that are known to be trademarks or service marks have been
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32510/04 E1141 – CHC52015 Diploma of Community Services Page 19 of 19