Diploma of Community Services - Specialising in Case Management

This workbook is for CHCLEG003 Manage legal and ethical compliance and HLTWHS004 Manage work health and safety units of competency. It includes a knowledge assessment and case studies. The knowledge assessment covers legal and ethical compliance requirements, reliable sources of information, local government departments and regulatory agencies, and national government departments and regulatory agencies. The case studies provide detailed scenarios and simulated environments for relevant tasks and activities.

CHC52015 Diploma
of Community Services
Specialising in Case Management
Legal and Ethical Compliance
This workbook belongs to:
Version 2.6 Produced 20 May 2021
Copyright © 2017 Compliant Learning Resources. This document was developed by Compliant
Learning Resources and has been edited and contextualised by Inspire Education RTO 32067 for it
student cohorts under license. All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system or transmitted in any form or by any means electronic, mechanical,
photocopying, recording or otherwise without the prior written permission of Compliant Learning
Resources.
Assessment Workbook 1Assessment Workbook 1

Version control & document history
Date Summary of modifications
made Version
16 January 2017 Version 1 final produced following
assessment validation. 1.0
9 March 2017
Version 1.1 final produced with the
following amendment(s):
 Amended number of
options to be selected
in KA Part 1 Question 1
 Amended KA Part 2
Question 5
 Case Study 3 Task 3
instructions rectified
1.1
1 August 2017
Edited table for Knowledge
Assessment P1 Q13 – 2 should
have “part time”
1.2
27 September
Corrected error in Case Study
numbers in Additional Case Study
Activities: Task 1
1.3
10 September
2018
Updated rates for Knowledge
Assessment: Part 1 Q14 1.4
27 November
2018
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
29 May 2019
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
10 October 2019 Updated link in Knowledge
Assessment Part 1 Question 24. 2.1
19 December
2019
Revised questions and benchmarks
for KA 24 and 25. 2.2
17 March 2020
Updated Industry Associations in
Knowledge Assessment Part 1,
Question 4 in page 12.
2.3
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Date Summary of modifications
made Version
30 July 2020 Provided classification details for
KA Part 1 Q14 2.4
08 September
2020
Updated HSQF link for Knowledge
Assessment, Part 1 Question 24 on
page 39.
2.5
20 May 2021 Updated link in Knowledge
Assessment, Part 1 Question 13. 2.6
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TABLE OF CONTENTS
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 TO THIS WORKBOOK....................................................................5
What is this workbook about?.............................................................................5
Context for Assessment...................................................................................... 6
Assessment Requirements................................................................................. 6
ABOUT THE ASSESSMENTS.................................................................................... 8
Assessment Methods.......................................................................................... 8
Resources Required for Assessment...................................................................8
INSTRUCTIONS TO STUDENT.................................................................................. 9
KNOWLEDGE ASSESSMENT.................................................................................. 10
Part 1 – Managing legal and ethical compliance......................................10
Part 2 – Managing work health and safety...............................................42
CASE STUDIES..................................................................................................... 62
Instructions to Student..................................................................................... 62
Case Study 1 – Alex....................................................................................... 63
Case Study 2 – Skylar................................................................................... 66
Case Study 3 – Eliza...................................................................................... 71
Additional Case Study Activities................................................................76
Task 1 – Roleplay Activity: Communicating Policies and Procedures.........................76
Task 2 – Distributing Policies and Procedures...........................................................79
SUBMITTING YOUR ASSESSMENT..................................................................84
WORKBOOK CHECKLIST....................................................................................... 85
WE WOULD LOVE YOUR FEEDBACK!....................................................................86
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INTRODUCTION TO THIS WORKBOOK
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 legal compliance
2. Determine ethical responsibilities
3. Develop and communicate policies and procedures
4. Monitor compliance
5. Maintain knowledge of compliance requirements
HLTWHS004 Manage work health and safety
1. Establish work health and safety practices
2. Facilitate consultation, cooperation and communication
3. Monitor compliance with risk control processes
4. Evaluate and maintain WHS
For complete copies of the above units of competency:
Download them from the TGA website:
https://training.gov.au/Training/Details/HLTWHS004
https://training.gov.au/Training/Details/CHCLEG003
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Context for Assessment
To complete the assessments in this workbook, students need to have
access to their learning materials and the Internet. The 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:
1. Performance Evidence
- describes the subtasks that make up the element of the unit
2. Knowledge Evidence
- describes the knowledge that must be applied to understanding
the tasks described in the elements
3. Assessment Condition
- describes the environment and conditions that assessments must
be conducted under
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The associated assessment method in this kit covers all of these
components as detailed in the matrix to follow:
Units of Competency
Assessment Activities
CHCLEG003
HLTWHS004
Knowledge Assessment  
Case Study  
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ABOUT THE ASSESSMENTS
Assessment Methods
This workbook uses the following assessment methods:
1. Knowledge Assessment – A set of generic and workplace
questions testing the student’s general knowledge and
understanding of the general theory behind the unit.
2. Case Study – Detailed scenarios and simulated environments
providing all necessary information required to complete relevant
tasks and activities.
Resources Required for Assessment
Assessor to provide:
 Case studies and simulations
 Information about work activities
You will need access to:
 A video recording device (e.g. handheld cameras, mobile phones,
etc.)
 Computer with access to Internet and email
 Installed software: MS Office Word (or equivalent), Adobe Acrobat
Reader
 Access to legislation relevant to the community services industry,
including codes of conduct, WHS legislation, practice standards, etc.
 At least two (2) persons who will volunteer in the roleplay activity
 At least five (5) people who have email accounts
 Printer to print policies and procedures in the Case Study
Assessment
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INSTRUCTIONS TO STUDENT
The questions in this workbook are divided into two (2)
categories:
- Knowledge Assessment
- Practical Assessment
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 Underlined Text.
To access these, hold the Ctrl key for Windows users or the
Command ⌘ key for Mac users while clicking on these links.
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KNOWLEDGE ASSESSMENT
Part 1 – Managing legal and ethical compliance
1. Crucial to your work role in case management in community
services is a solid understanding of legal and ethical compliance
requirements.
Which of the following are reliable sources of information about
compliance requirements. From the options below, select only six
(6).
☒ a. Federal Register of Legislation
(www.legislation.gov.au)
☒ b. Legal specialists (e.g. lawyers)
☒ c. Relevant legislation and regulations
☐ d. Newspapers, tabloids, and magazines
☒ e. Peak bodies and industry associations
☒ f. Local, state/territory, national government
bodies
☐ g. Social media platforms (e.g. Facebook and
Twitter)
☒ h. Relevant supervisors, managers, or other
industry personnel
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2. Provide one (1) local government department or regulatory agency
in your state or territory relevant to the delivery of community
services and provide a description of the department of the agency,
including their function and how they operate.
Guidance: Indicate your state or territory for your assessor’s
reference.
Your state or territory
One (1) local
government
department or
regulatory agency in
your state or territory
Communities at work is one of the most effective
social and community service provider
organization who work to build better and strong
community in the country. They have passionate
volunteer who are ready to take any challenges
in the way of providing service to the society.
This community service provider support
childcare and support to senior and help people
with disability and disorder.
Description of its
function and how they
operate
Communities at work have the best systematic
operating of their work as they provide various
community service to the people of Australia.
They follow their own social structure and focus
to bring betterment in the society. The
community at service have various functions
such as:
Disability care: it is one of the most important
function of communities at work as they provide
various service to the disable person in the
society, this function highlight that they help
disable person by providing various equipment
to bring the easiness in their life.
Child care: childcare is one of the important
function of communities at work as they tend to
provide various child care service.
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3. Listed below are some of the national government departments and
regulatory agencies relevant to the delivery of community services in
Australia. Describe their function and how they operate.
National government
departments and
regulatory agencies
Their function and how they operate
Aged and Community
Services Australia
Aged & 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
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community service organization to ensure that
they provide strategies to manage mental health
programs
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4. Listed below are some industry associations relevant to the delivery
of community services in Australia. In your own words, describe their
function and how they operate.
Industry association Their function and how they operate
Australian 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
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Workers Ltd is to manage the worker who tend to
provide their best in the betterment of the
society.
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5. In your own words, describe the purpose and relevance of having
plain English documentation for explaining legislation in the delivery
of community services.
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
industry associations
☐ e. Federal Register of Legislation
(www.legislation.gov.au)
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7. The Aged Care Act 1997 is one of the many pieces of legislation
relevant to the community services industry. From the options below,
select the one (1) correct source of plain English documentation used
to help explain this legislation.
☐ a. Residential Care Manual
☐ b. Educators’ Guide to the Early Years Learning
Framework (EYLF)
☒ c. My Aged Care website, factsheets, guides and policy
☐ d. Quality of Care Principles 2014
☐ e. The Guide to the Model WHS Act
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8. Listed below are legal and ethical frameworks to which delivery of
community services must adhere to. In your own words, discuss how
each framework applies to the community services industry.
Legal and
ethical
framewor
k
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.
Complaint
s
managem
ent
Community service have directorate complaint
management system which allow them to handle
each and every complain that may arise in the
community service.
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Continuing
profession
al
education
Continuing professional education: CPD
(Continuing Professional Development) is process
to maintain and learn knowledge and skills to
become more professional
Discrimina
tion
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
declaratio
n 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
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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
Practitione
r/client
boundarie
s
Professional boundaries means setting certain
guidelines to follow ethical and technical
professional standards in community service
industry
Privacy,
confidenti
ality 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
framework
s
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
managem
ent
the community service directorate state that
record management is compulsory while
performing the community service. This help in
systematic control of the records
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Work role
boundarie
s
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
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9. The case workers, case managers, other staff, clients, and
employers (community services provider) are all stakeholders in the
community services industry. Each stakeholder have rights and
responsibilities recognised and required, respectively, in accordance
with relevant legislation, standards, and regulations.
For each stakeholder, provide two (2) rights they have and (2)
responsibilities they must fulfil in accordance with relevant
legislation, standards, and regulations.
Write your answers in the spaces provided. The first answer has
already been provided for your reference.
Client
Rights Responsibilities
Sample answer:
The right to be treated with respect
and courtesy.
Sample answer:
Treat staff and volunteers with
respect and courtesy.
The right to be treated with respect
and courtesy. No discrimination
while servicing the service of
community service. Privacy and
confidentiality is basic right in the
of the client in getting the service
from community service industry.
Treat staff and volunteer with
respect and courtesy.
Responsibility to provide right and
correct information to the service
provider to ensure safety.
Responsibilities to observe safety
rules and regulation while getting
the community service.
Case manager, case workers, and other staff (Employee)
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.
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Right to get supportive
environment from the community
and client side
Responsibilities to corporate with
other community service provider
with proper manners and
respectfulness.
Community 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.
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10. Human rights sits at the core of all legal and ethical frameworks
especially in the health and community services.
Explain how human rights is related to human needs, and provide
an example how this is applied in the community services industry.
Your response must be between 60 – 100 words in length.
Human rights are 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
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11. Listed below are some of the basic principles underlying the
human rights framework and approaches used to continuously
recognise, uphold, and protect these rights.
Explain how each principle is applied in your case management
practice in the community services industry.
Principle underlying
human rights
frameworks and
approaches
How this is applied in your case management
practice in the community services industry
Universality
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
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12. From the options below, select six (6) instruments or tools used
in the workplace in meeting legal and ethical requirements for
human rights.
☒ a. Certification and qualification requirements for case
workers
☐ b. Financial assessment to determine whether a client
can pay for services
☒ c. Charter of clients’ rights and responsibilities
☒ d. Organisational policies and procedures relevant to
client complaints.
☒ e. Plain English documentation that help explain
legislation
☒ f. Continuous improvement policy and procedures
☒ g. Person-centred approach to service delivery
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13. The Fair Work Act 2009 is the legislation governing industrial
relations in all organisations in Australia, including organisations
providing community services and case management services. The
Act sets the National Employment Standards outlining minimum
employment entitlements, including maximum weekly hours,
flexible working arrangements, leaves, and more.
There are specific requirements for maximum weekly hours that
apply to organisations in the following sub-industries in the social,
community, disability and home care services industry.
Complete the table below by supplying the required information
about these requirements.
Guidance: Access https://www.fairwork.gov.au/employee-
entitlements/hours-of-work-breaks-and-rosters/hours-of-work to
help you complete this part of the assessment.
Sub-industry Requirements for maximum weekly hours
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Children’s
services
M
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x
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8 hours a week
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M
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32 hours a week
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M
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n
i
m
u
m
h
o
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r
s
12 hours
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Social and
community
services
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x
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m
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f
w
o
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k
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12 hours
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M
a
x
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8 hours
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14. Fair Work Australia provides up to date information on the social and community service industry pay
rates. Navigate around the website: www.fairwork.gov.au/pay/minimum-wages/social-and-community-
services-industry-pay-rates and determine the hourly rates for the following work role classifications in their
respective industries and states/territories.
Complete the table below.
Guidance: The first answer has already been provided for your reference.
Pay guide Classification State or territory Hourly pay rate
Social and
Community Services
Employees (State)
Award [AN120505]
Pay Guide
Level 2 - pay point 1
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 $48.88
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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 35.83
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15. The table below lists specific requirements in the community
services area. For each area mentioned, provide one (1) example of
a work practice that would be prohibited by law and the associated
consequence that may occur as a result of this practice.
Guidance: Your responses must be relevant to the community
services industry. The first response has been provided for your
reference.
Practice prohibited by law
Provide one (1) example Consequence
a. 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.
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16. There following are areas in Community Services where workers
require specific licenses, mandatory training or
certification/qualifications.
Explain how they apply to the community 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.
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17. Different industry sectors have different statutory reporting requirements in place. Below are examples of
situations across industry sectors that need to be reported. Describe the reporting requirements for each
situation that applies in your state or territory.
Guidance: Indicate your state/territory. Provide the link to the webpage containing the information you used as
reference.
Your state or territory
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
https://www.health.gov.au/health-
topics/aged-care/providing-aged-care-
services/responsibilities
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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
https://aifs.gov.au/cfca/publications/
mandatory-reporting-child-abuse-and-
neglect
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
https://humanrights.gov.au/our-work/
disability-rights/disability-standards
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18. Listed below are three (3) business insurances required for
community service organisations. In your own words, discuss the
purpose of each.
Each discussion must be between 60 – 100 words in length.
Public liability
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
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19. When an organisation is undertaking accreditation they are
required to meet a number of standards. Identify and explain two
(2) of the service areas that would be considered or assessed.
Each discussion must be between 80 – 100 words in length.
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.
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20. Listed below are the five (5) steps that organisations, including
community services, they are typically required to follow in
developing their plans, policies, and codes of conduct for service
delivery.
Explain each step. Do not exceed 100 words for each step.
Guidance: Ensure that your responses are within the context of the
community services industry.
1) Planning and consultation
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
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
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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
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21. In your own words, discuss the role and responsibilities of case
managers in the development, implementation, and review of
organisational policies and procedures in line with the legal and
ethical requirements identified in Part 1 – Written Question 8.
Your discussion must be between 60 – 100 words in length.
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
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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?
Your discussion must be 50 – 200 words in length and must cover
both internal work practice and external service delivery.
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
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24. The Queensland Council of Social Service (QCOSS) has developed
policy templates and guidelines to assist community services
organisations in implementing the standards set in the Human
Services Quality Framework (HSQF).
Access HSQF Resources through this link and provide one (1) policy
template that organisations can use for each of the standards:
https://www.qcoss.org.au/our-work/our-work-in-summary/human-
services-quality-framework-resources/
HSQF Standards Templates
Standard 1:
Governance and
management
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.
Standard 2: Service
Access
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
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.
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Standard 4: Safety,
wellbeing, and rights
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 appeal have been
discussed in this template which ensure that
community service organization keep safe in
the process
Standard 6: Human
resources
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.
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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
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26. Identify three (3) techniques for monitoring compliance in the
community service organisation. In your own words, discuss each
technique.
Process rate: process rate is one of the best technique for monitoring
compliance in the community service organization. These organization
can keep eye on process rate which make them easy to monitor
compliance, the process rate may include the speed of organization and
the growth factor
Raw material consumption: raw material consumption is another way to
monitor compliance in community service organization, when the
organization look at the speed of consumption of its raw material then
they get clear idea about the growth. Raw material and its availability
highlight that organization is capable enough to handle certain projects
of community service in the country
Visible emission: visible emission means completion of task in the
perfect manner that the organization have planned for, these are perfect
results which clearly show the growth of the organization. Observing and
monitoring emission is another technique in monitoring compliance in
the community service organization
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Part 2 – Managing work health and safety
1. State/territory WHS authorities regulate and enforce work health
and safety legislation in their jurisdiction.
On which areas do they impact the workplace or organisation’s
policies and procedures, regulations, codes of practice and industry
standards? Select only five (5) from the options below.
☐ a. Monitoring attrition rate of employees
☒ b. Compliance with work and health and safety
laws
☐ c. Funding community services
☒ d. Reporting requirements for workplace incidents
☐ e. Implementation of anti-discrimination policies
☒ f. Injuries and workers’ compensation claims
☐ g. Handling clients’ complaints
☒ h. Health and safety representative training
☒ i. Work health and safety training and assessment
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2. Persons conducting a business or undertaking (PCBUs), workers,
and officers (e.g. supervisors or WHS officer) all have legal rights
and responsibilities as set in the relevant WHS legislation.
In your own words, discuss how these legal rights and
responsibilities impact workplace or organisation’s policies and
procedures, regulations, codes of practice, and industry standards.
Each discussion must be between 60 – 100 words in length.
Stakeholder
How do these legal rights and responsibilities
impact workplace or organisation’s policies and
procedures, regulations, codes of practice and
industry standards?
PCBU
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
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3. Discuss how the current legislative requirements for record-keeping
and reporting impact your organisation’s policies and procedures
and regulations.
Each discussion must be between 60 – 100 words in length.
Legislative
requirement
Impact on your organisation’s policies and
procedures and regulations
Record-keeping
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
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4. In your own words, discuss how due diligence and general duty
requirements impact your organisation’s policies and procedures
and regulations.
Your discussion must be between 60 – 100 words in length.
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.
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5. Work health and safety legislation have in place regulatory
requirements for all types of industry setting or work site, including
the work settings in the community services industry.
In your own words, discuss how these WHS requirements impact the
organisation’s policies, procedures, and regulations.
Your discussion must be between 60 – 100 words in length.
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.
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6. Work health and safety legislation have in place regulatory
requirements for all organisations to conduct WHS consultation with
stakeholders.
In your own words, discuss how these requirements impact the
organisation’s policies, procedures, and regulations.
Your discussion must be between 60 – 100 words in length.
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
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7. Work health and safety legislation have in place regulatory
requirements for hazardous manual tasks and infection control.
In your own words, discuss how these legislative requirements
impact the organisation’s policies, procedures, and regulations.
Each discussion must be between 60 – 100 words in length.
Hazardous manual
tasks
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
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8. Identify three (3) hazards common in the community services work setting. List one (1) associated risk for
each hazard you identify and provide one (1) strategy how to minimise this risk from happening.
Write your answers in the spaces provided.
Guidance: Ensure that your responses are relevant to the community services industry.
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 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
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 stairsElectrical
Electrical 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 inly with the electricity.
Unfortunately, some people got
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
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shocked with the high voltages wire
and caused accidents
installation of these activities can be
beneficial and will avoid the electric
accidents
Fire 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
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.
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 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
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9. Work health and safety legislation have in place specific
requirements for organisations’ policies and procedures. Listed
below are some of these requirements.
In your own words, discuss how each of these requirements apply to
your organisation’s policies and procedures.
Guidance: You may refer to the provisions in the WHS legislation
relevant to your home state/territory.
WHS Requirement How this requirement apply in organisational
policies and procedures
Human resources
policies and
procedures
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
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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
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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
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10. From the options below, select the three (3) statements that are
accurate about the principles of risk assessment.
☐ a. Risk assessment is a complex process that only
licensed specialists are authorised to conduct it.
☒
b. Risk assessment involves considering what could
happen if someone is exposed to a hazard and the
likelihood of it happening.
☐ c. Risk assessment is not required and is an optional
third-party service that organisations may avail.
☒
d. Risk assessment helps determine the severity of a
risk and whether any existing control measures are
effective.
☒
e. Risk assessment determines what action should be
taken to the control the risk and how urgently the
action needs to be.
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11. In your own words, discuss what risk analysis is and the principle
underlying this process.
Your response must be between 60 – 100 words in length.
Risk analysis is the process in which it can be identified about the risks
and issues happening in the company which is directly impacting the
revenue and economic values of 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
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12. Hazard identification is an important process in hazard and risk
management. Provide two (2) procedures that organisation’s would
follow to identify hazards.
House keeping inspections : An organization can utilize the procedure by
inspecting the housekeeping activities. These services include the work
such as cleaning of the floors and waste bins, warn the wet floors to the
employee, keeping the track of floor in stable positions. All these
activities to be done is the responsibility of housekeeping people
Investigation of incidents : A company can keep the records and audit
the places and equipments where incidents and accidents are caused in
the major formation. An organization can evaluate the accidents and
provide the proper solutions of such hazards of health and safety
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13. From the options below, select the three (3) statements that are
accurate about the principles of hierarchy of control.
☒
a. Hierarchy of control follows a ranking system to
control risk – from the highest level of protection
and reliability to the lowest.
☒ b. The primary aim in the hierarchy of control is to
eliminate the risk by removing the hazard.
☐ c. Risks are minimised by randomly selecting from the
controls available.
☐ d. The primary aim in the hierarchy of control is to
administer personal protective equipment (PPE).
☒
e. Risks are minimised by working through the other
alternatives in the hierarchy of control, for example
if the risk cannot be removed, then
substitute/replace the hazard, etc.
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14. Listed below are two (2) hazards common in working in community services and their associated risks.
Provide at least one (1) way how to minimise the associated risk based on the recommended control to be
used.
The first response has already been provided for your reference.
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
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15. From the list below, select the four (4) examples or sources for
work health and safety benchmarks.
☒ a. Work health and safety legislation
☒ b. Codes of practice
☒ c. Work health and safety compliance codes
☒ d. Work health and safety standards set internally
within the organisation
☐ e. Articles about work health and safety published
online by dubious websites
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16. Listed below are the five (5) principles or key elements of safe
design outlined in the Guidance on the Principles of Safe Design for
Work.
In your own words, discuss each principle. Each discussion must be
between 60 – 100 words in length.
Principle Discussion
Principle 1: Persons
with control
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
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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
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17. When might a community services provider consider engaging a
person to provide advice on WHS?
Guidance: Identify at least two (2) examples.
Considering the recent activity a global effect of COVID-19, it is known
that entire world is targeted . A community services provider needs to
engage an advice to WHS by providing the proper distance and make
compulsory to wear a mask product at the work place.
Along with this they also have to utilize the proper cleaning of their stuff
so that this major issue can prevented. A person who is suffering from
these activities should have to quarantine themselves and organization
has to support their isolation period by providing an awareness to the
work surrounding. Every individual or community service people have to
follow the rules and laws which government has implemented in the
respective manner
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CASE STUDIES
Instructions to Student
These case studies are hypothetical situations which will not require you
to have access to a workplace, although, your past and present workplace
experiences may help with the responses you provide. You will be
expected to encounter similar situations to these in the future as you work
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.
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Case Study 1 – Alex
SCENARIO
You are working as a volunteer in a
government-funded community
services organisation catering for
homeless persons.
You are working with Alex who is also
a volunteer. He has been assigned in
an outreach service that assists
clients to secure permanent housing.
Since the community is far from the
main office of the organisation, Alex
often has to make out-of-pocket expenditures for activities involved in
the community programs. Staff and volunteers are required, as per
organisation’s policies and procedures, to report any reimbursements
for expenses in behalf of the organisation. Reporting these expenses
for reimbursements are done via an online portal every week.
One day, you overheard Alex speaking with a new volunteer about how
he makes extra money from his work. Alex said that he would increase
the values of the expenses incurred in 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 told the new
volunteer that people he knew would assist him with dockets that he
would report as his own. He further asked the new volunteer not to tell
anyone about this.
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1. Identify and explain two (2) legal and ethical responsibilities that
were breached in the scenario.
a. 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
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 a
irrelevant matter which is completely a illegal. A volunteer
has to make a new person to provide and follow the
responsibilities to the each activities
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2. Write an email to your supervisor and report about the scenario. In
your email, provide the following information:
 details of the situation
 your assessment of the situation and explain why there is a
need for specialist legal advice
 the risks, consequences, and possible penalties of Alex’s
actions
Guidance: There is no need to send an actual email. Write your
email in the spaces provided below. Ensure to maintain privacy and
confidentiality when writing your email.
From
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 know few people who helps him with false dockets to
submit to our team and asked him not to tell anyone about this.
This is completely unethical & illegal. 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. Alongwith this such acts will make
bad impression on our fellow volunteers.
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
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Case Study 2 – Skylar
SCENARIO
Skylar is a teenager referred to Happy
Backpacks, a community services
organisation catering to homeless
juveniles. He ran away from home
three years ago and he is now living in
the streets. He stays in one area for at
least a week and then moves to
another. You learned from your referral
networks that Skylar would often be
involved in street fights, so he doesn’t
stay long in one place. He has also
been involved with other homeless
adults who influenced him into drinking. You learned that his father
was an alcoholic and would hit Skylar and his mum when he’s
intoxicated.
You speak with Skylar one day during his assessment and you
mentioned his father. Skylar’s face suddenly looked upset, he walks
away from you and as he walk past other juveniles in the centre, he
started verbally abusing them. Two male youth workers rushed to his
side to stop him but he started throwing things across the room. He
even hit one of the youth workers when they tried to restrain him.
The WHS policies and procedures in Happy Backpacks have been
reviewed two years ago and it does not state what to do when clients
show aggressive behaviour inside the centre as this rarely happens.
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1. What are your legal responsibilities as a youth worker based from
the scenario? Explain why you say so.
Guidance: There are two (2) responses. Include any hazards
involved in your responses.
a. 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.
As per the WHS, 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
b. There are number of ways by which care providers and
workers 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
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2. This task requires you to develop a WHS policies and procedures
relevant to
Case Study 2: Skylar which must be communicated to the
organisation.
In the template provided, write a policy that must be included in the
staff handbook regarding the incident. Your policy must specifically
cover the following:
a. Roles and responsibilities of different workers towards the
aggressive behaviour of clients
Guidance: Refer also to the legal responsibilities you have
specified in Case Study 2, Question 1.
b. Emergency procedures on instances when a client shows
aggressive behaviour
c. Reporting and documentation procedures, including a policy
in protecting client information
To guide you in drafting the policy, research on relevant legislation,
practice standards, or source documentation (e.g. workplace
handbooks, policies and procedures similar to this incident), and
include any legal information in the template.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creation date
Guidance: For the purpose of this assessment, use the current
date
c. Purpose statement, including definition of terms where
possible
d. Specific sections of the policy, as specified above
e. Procedures, including consequences if policy is breached
Guidance: Include legal information to support the procedures
you are developing.
f. Review date
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Happy Backpacks
Policy:
Policy Developer: Deputy director general and administration of the
department of justice and attorney generals
Version no. Date:
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
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
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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:
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Case Study 3 – Eliza
SCENARIO
Community workers in Happy
Backpacks are also sent to local
communities to teach and disseminate
information to teenage mothers about
proper care for babies and young
children. Most of these communities are
in remote towns and people from these
communities go distances when they
need to access health services.
One of the new case workers, Eliza, reports that two children in the
community where her team have been assigned were diagnosed with
chickenpox. Some other clients in that community catch illnesses but
are unable see health specialists. The community where she works
have also homeless animals around.
Eliza is still under training and the manager of Happy Backpacks
suggests that new 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.
To address this, your supervisor has assigned you write a new policy
for risk management for community workers in health service delivery
in remote areas.
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1. What are the hazards involved in this situation? List two (2).
a. 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
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
against 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. The health service delivery should includes the proper and
appropriate method of clinical treatment from which a particular
person or living being can spent 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
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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 disease to spread over at a
higher level
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3. This task requires you to develop a WHS policies and procedures
relevant to
Case Study 3: Eliza which must be communicated to the
organisation.
In the template provided, write a policy that must be included in the
staff handbook relevant to risk management for community workers
in health service delivery. Your policy must specifically cover the
following:
a. Roles and responsibilities of different workers who are
assigned in health services
b. Procedures for ongoing hazard identification and risk
assessment
c. Risk controls and measures to be implemented
Guidance: These must be specific with the scenario.
d. Reporting and documentation procedures, including a
policy in protecting client information
To guide you in drafting the policy, research on relevant and current
legislation, practice standards, or source documentation (e.g.
workplace handbooks, policies and procedures similar to this
incident), and include any legal information in the template.
Specifically, your policy must contain the following:
a. Policy name
b. Version no. and creation date
Guidance: For the purpose of this assessment, use the current
date
c. Purpose statement, including definition of terms where
possible
d. Specific sections of the policy, as specified above
e. Procedures, including consequences if policy is breached
Guidance: Include legal information to support the procedures
you are developing.
f. Review date
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Happy Backpacks
Policy: Health service delivery policy
Policy Developer: Chief Medical Officer
Version no. Date:
Purpose:
The objective of this policy is to deliver the good health service in
remote areas where people are not aware of the contagious diseases
and don't know 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
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
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Procedures:
Guidance: Include legal information as necessary.
Next Review Date:
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Additional Case Study Activities
Task 1 – Roleplay Activity: Communicating Policies and Procedures
This part of the assessment is a Roleplay Activity.
This activity will require you to communicate the policies and
procedures you developed for Case Studies 2 and 3.
To complete this part of the assessment, you will need access to:
 Two (2) volunteers who will roleplay as your co-workers in Happy
Backpacks.
 Video camera or a mobile phone with video and audio recording
capabilities.
Read the instructions carefully before proceeding.
Steps to take:
1. Gather your volunteers and roleplay the meeting where you will
communicate the policies and procedures you developed in Case
Study 2 – Skylar and Case Study 3 – Eliza.
2. In the meeting, you must be able to:
 Communicate and clearly explain the policies and
procedures you developed in Case Study 2 – Skylar and
Case Study 3 – Eliza to your ‘co-workers’.
 Encourage your ‘co-workers’ to provide feedback.
Specifically, your ‘co-workers’ must participate in the
discussion about the outcome of risk assessment and the
risk controls and measures developed.
Guidance: Refer to your responses in the questions
following both n Case Study 2 – Skylar and Case Study 3 –
Eliza. Ensure that the volunteers provide feedback
regarding work health and safety issues.
 Nominate the roles and responsibilities to workers as written
in the policies you developed (e.g. what are their roles and
responsibilities in the policies and procedures?)
 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 procedures developed.
 Share updated knowledge and legal information in relation
to the policies developed.
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Guidelines
1. To demonstrate your completion of this activity, the meeting must be
recorded. Save the recorded video using the filename:
[Last Name, First Name]_Subject 1 – Roleplay Activity
For example, as seen below:
Smith, John_Subject
1 – Roleplay
Activity.avi
2. Your video submission must not be longer than fifteen (15) minutes
in length. Any submission longer than fifteen (15) minutes will be
considered not satisfactory.
3. There is no specific script to be followed in the roleplay activity.
However, you must be able to demonstrate all steps outlined above.
Moreover, your submission will be assessed against the checklist
provided below.
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Task 1 – Role Play Activity: Communicate Policies and
Procedures
Assessor’s Checklist
(For the assessor’s use only)
Has the following been
demonstrated in candidate’s video
submission?
Yes No Comment
1. Both policies and procedures
were clearly explained to the
workers.
☐ ☐
2. Workers were able to provide
feedback and advice on
health and safety issues
during the discussion.
☐ ☐
3. Roles and responsibilities of
workers were identified in
relation to each policy
discussed.
☐ ☐
4. Updated legal knowledge
and information were
included in the discussion.
☐ ☐
5. Use of PPE was
demonstrated (must include
gloves, mask and
gown/apron).
☐ ☐
6. Demonstrated and discussed
the emergency procedures
when addressing aggressive
behaviour in clients.
☐ ☐
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Task 2 – Distributing Policies and Procedures
This task will require you to document and distribute the policies and
procedures you developed in an electronic and printed format.
This task is divided into two (2) parts:
1. Distributing policies and procedures in electronic format
2. Distributing policies and procedures in printed format
To complete this part of the assessment, you will need access to:
 At least five (5) people with email accounts. You will be sending
your policies and procedures to them.
 Two (2) people, may be two (2) from the five (5) people above.
You will be providing them with printed copies of your policies and
procedures. Both must be able to sign the printed copies as
acknowledgement of receipt.
 Camera or a mobile phone with camera
 Printer
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1. Distribute the policies and procedures in electronic format
Create a final copy of the policies and procedures from Case Studies
2 and 3, incorporating any suggestions that were raised during the
consultation process. These must be saved using readily accessible
formats. The first format must be a memo, in either Word
document or PDF format.
Use the filenames:
[Last Name, First Name]_Subject 1 – Policy 1
[Last Name, First Name]_Subject 1 – Policy 2
For example, as seen below:
Smith, John_Subject 1 –
Policy 1.docx
Smith, John_Subject 1 –
Policy 2.pdf
Send an email to at least five (5) persons with these policies and
procedures attached.
a. Post screenshots of the following in the spaces provided below:
b. The email, including the email addresses of recipients, header,
and attached policies.
c. At least two (2) acknowledgement emails from your respondents.
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a. Attach a screenshot showing your email to your five (5)
recipients.
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b. Attach screenshots showing the acknowledgement emails you
received.
Guidance: You must attach at least two (2) screenshots.
Acknowledgement email from recipient 1
Acknowledgement email from recipient 2
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2. Distribute the policies and procedures in printed format
The second format of the final copy of the policies and procedures
must be printouts.
Have each policy document signed by at least two (2) persons.
Take photos of the signed documents and submit the copy to your
assessor. It is recommended that you compile the photos in a .zip
folder.
Use the filename:
[Last Name, First Name]_Subject 1 – Printed Policies
For example, as seen below:
Smith, John_Subject 1 –
Printed Policies.zip
Note that your assessor may need to verify the authenticity of the
signees in your submissions.
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SUBMITTING YOUR ASSESSMENT
Please ensure that you have completed ALL required work in your
Assessment Workbook before uploading your files.
Please take note that once you have submitted the assignment for
grading, you can no longer submit another assignment 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
Assessment document.
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WORKBOOK CHECKLIST
When you have completed assessing the assessment workbook, review
the candidate’s submission against the checklist below:
The candidate has completed all the assessments in the
workbook and has submitted all of the required evidence:
Knowledge Assessment
Case Studies
Case Study 1 – Alex
Case Study 2 – Skylar
Case Study 3 – Eliza
Additional Case Study Activities
Task 1 - Roleplay Activity: Communicating
Policies and Procedures
Video recording of roleplay activity
Task 2 – Distributing Policies and Procedures
Word document/PDF version of policies and
procedures
Photos of printed policies and procedures
contained in a .zip file.
IMPORTANT REMINDER
Candidates must achieve a satisfactory result to ALL
assessment tasks to be awarded COMPETENT for the units
relevant to this cluster.
To award the candidate competent in the units relevant to this subject,
the candidate must successfully complete all the requirements listed
above according to the prescribed benchmarks.
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WE WOULD LOVE YOUR FEEDBACK!
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 assessment workbooks. We would
love to get your feedback on how this material worked for you.
End of Document
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