CHC52015 Diploma of Community Services Specialising in Case Management - Society and Diversity Assessment Workbook

This assessment workbook covers the unit of competency CHCDEV002, CHCDIV003, and CHCCOM003 from CHC52015 Diploma of Community Services specialising in Case Management. It includes knowledge assessment and project assessment. The workbook is divided into two categories: Knowledge Assessment and Case Studies. The questions under Knowledge Assessments are all in a short answer format. The longer questions requiring creative and analytical thought processes are covered in the Project assessment. The workbook requires access to learning materials and the internet. The assessment requirements specify the evidence and required conditions for assessment. The Theory Workbooks use the following assessment methods: Knowledge assessment and Project. The Skills Workbook contains the practical assessment which covers all units of competency of CHC52015 Diploma of Community Services Specialising in Case Management.

CHC52015
Diploma of
Community Services
Specialising in Case Management
Society and Diversity
Assessment Workbook

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Version control & document history
Summary of modifications made Versio
n
Version 1 final produced for
course launch. 1.0
Removed link for KA Part 2
Question 22 Item B 1.1
 Changed resource survey link
 Revised instructions in
Question 22 and updated
link to CMSA Standards of
Practice for Case
Management
1.2

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TABLE OF CONTENTS
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TABLE OF CONTENTS..............................................................................3
INTRODUCTION...............................................................4
WHAT IS COMPETENCY BASED ASSESSMENT..............4
THE BASIC PRINCIPLES OF ASSESSING NATIONALLY
RECOGNISED TRAINING
..........................................................................................
5
THE DIMENSIONS OF COMPETENCY.............................6
REASONABLE ADJUSTMENT...........................................7
THE UNITS OF COMPETENCY.........................................9
CONTEXT FOR ASSESSMENT................................................................10
ASSESSMENT REQUIREMENTS.............................................................10
ASSESSMENT METHODS........................................................................11
RESOURCES REQUIRED FOR ASSESSMENT ........................................12
ASSESSMENT WORKBOOK COVER SHEET..........................................13
KNOWLEDGE ASSESSMENT..................................................................14
Part 1: Manage and Promote Diversity .................................................14
Part 2: Sociological Factors in Community Work and Services ............27
Part 3: Workplace Communication Strategies.......................................38
PROJECT..................................................................................................45
WORKBOOK CHECKLIST.......................................................................53
FEEDBACK..............................................................................................54

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INTRODUCTION
The questions in this workbook are divided into two categories:
Knowledge Assessment and Case Studies.
The questions under Knowledge Assessments are all in a short answer
format. The longer questions requiring creative and analytical thought
processes are covered in the Project 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. If this is
not the case, then answer the questions based on processes that should
be implemented in your workplace.
WHAT IS COMPETENCY BASED ASSESSMENT
The features of a competency based assessment system are:
 It is focused on what learners can do and whether it meets
the criteria specified by industry as competency standards.
 Assessment should mirror the environment the learner will
encounter in the workplace.
 Assessment criteria should be clearly stated to the learner at
the beginning of the learning process.
 Assessment should be holistic. That is it aims to assess as
many elements and/or units of competency as is feasible at
one time.
 In competency assessment a learner receives one of only two
outcomes
– competent or not yet competent.
 The basis of assessment is in applying knowledge for some
purpose. In a competency system, knowledge for the sake of
knowledge is seen to be ineffectual unless it assists a person
to perform a task to the level required in the workplace.
 The emphasis in assessment is on assessable outcomes that
are clearly stated for the trainer and learner. Assessable
outcomes are tied to the relevant industry competency
standards where these exist. Where such competencies do
not exist, the outcomes are based upon those identified in a
training needs analysis.

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Definition of competency
Assessment in this context can be defined as:
 The fair, valid, reliable and flexible gathering and recording of
evidence to support judgement on whether competence has been
achieved. Skills and knowledge (developed either in a structured
learning situation, at work, or in some other context) are assessed
against national standards of competence required by industry,
rather than compared with the skills and knowledge of other
learners.
Developing and conducing assessment, in an Australian vocational
education and training context, is founded on a number of basic
conventions:
The principles of assessment
 Assessment must be valid
- Assessment must include the full range of skills and
knowledge needed to demonstrate competency.
- Assessment must include the combination of knowledge
and skills with their practical application.
- Assessment, where possible, must include judgements
based on evidence drawn from a number of occasions
and across a number of contexts.
 Assessment must be reliable
- Assessment must be reliable and must be regularly
reviewed to ensure that assessors are making decisions
in a consistent manner.
- Assessors must be trained in national competency
standards for assessors to ensure reliability.
 Assessment must be flexible
- Assessment, where possible, must cover both the on
and off-the- job components of training within a course.
- Assessment must provide for the recognition of
knowledge, skills and attitudes regardless of how they
have been acquired.
- Assessment must be made accessible to learners
though a variety of delivery modes, so they can proceed
THE BASIC PRINCIPLES OF ASSESSING
NATIONALLY RECOGNISED TRAINING

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through modularised training packages to gain
competencies.

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- Assessment must be mutually developed and agreed
upon between assessor and the assessed.
- Assessment must be able to be challenged. Appropriate
mechanisms must be made for reassessment as a result
of challenge.
(Sourced and adapted from: Standards for RTOs 2015, Clauses 1.8
– 1.12)
The rules of evidence (from Training in Australia by M Tovey, D Lawlor)
When collecting evidence there are certain rules that apply to that
evidence. All evidence must be valid, sufficient, authentic and current;
 Valid
- Evidence gathered should meet the requirements of
the unit of competency. This evidence should match or
at least reflect the type of performance that is to be
assessed, whether it covers knowledge, skills or
attitudes.
 Sufficient
o This rule relates to the amount of evidence gathered It
is imperative that enough evidence is gathered to
satisfy the requirements that the learner is competent
across all aspects of the unit of competency.
 Authentic
- When evidence is gathered the assessor must be
satisfied that evidence is the learner’s own work.
 Current
- This relates to the recency of the evidence and
whether the evidence relates to current abilities.
THE DIMENSIONS OF COMPETENCY
The national concept of competency includes all aspects of work
performance, and not only narrow task skills. The four dimensions of
competency are:
 Task skills
 Task management skills
 Contingency management skills

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REASONABLE ADJUSTMENT
Adapted Reasonable Adjustment in teaching, learning and assessment
for learners with a disability - November 2010 - Prepared by -
Queensland VET Development Centre
Reasonable adjustment in VET is the term applied to modifying the
learning environment or making changes to the training delivered to
assist a learner with a disability. A reasonable adjustment can be as
simple as changing classrooms to be closer to amenities, or installing a
particular type of software on a computer for a person with vision
impairment.
Why make a reasonable adjustment?
We make reasonable adjustments in VET to make sure that learners with
a disability have:
 the same learning opportunities as learners without a disability
 the same opportunity to perform and complete assessments as
those without a disability.
Reasonable adjustment applied to participation in teaching,
learning and assessment activities can include:
 customising resources and assessment activities within the training
package or accredited course
 modifying the presentation medium learner support
 use of assistive / adaptive technologies
 making information accessible both prior to enrolment and during the
course
 monitoring the adjustments to ensure learner needs continue to be
met.
Assistive / Adaptive Technologies
Assistive / adaptive technology means ‘software or hardware that has
been specifically designed to assist people with disabilities in carrying
out daily activities’ (World Wide Web Consortium - W3C). It includes
screen readers, magnifiers, voice recognition software, alternative
keyboards, devices for grasping, visual alert systems, digital note takers.

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IMPORTANT NOTE
Reasonable adjustment made for collecting candidate assessment
evidence must not impact on the standard expected by the workplace, as
expressed by the relevant Unit(s) of Competency. E.g. If the assessment
was gathering evidence of the candidates competency in writing,
allowing the candidate to complete the assessment verbally would not be
a valid assessment method. The method of assessment used by any
reasonable adjustment must still meet the competency requirements.

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THE UNITS OF COMPETENCY
The units of competency specify the standards of performance required
in the workplace.
This assessment addresses the following unit of competency from
CHC52015 Diploma of Community Services specialising in Case
Management:
CHCDEV002 – Analyse impacts of sociological factors on
clients in community work and services
1. Identify social and cultural issues impacting on clients in
Australian society
2. Analyse impacts of social and cultural factors on clients
3. Monitor impact of social and cultural factors on community
work and services provided to clients
CHCDIV003 – Manage and promote diversity
1. Research diversity in the workplace
2. Foster diversity
3. Adapt communication strategies
4. Contribute to workplace diversity policies and procedures
CHCCOM003 – Develop workplace communication strategies
1. Develop communication strategies
2. Establish communication protocols
3. Promote the use of communication strategies
4. Review communication practices
For complete copies of the above units of competency:
Download them from the TGA website: www.training.gov.au

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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 written questions
and project may be completed wholly at the student’s home or chosen
place of study.
ASSESSMENT REQUIREMENTS
The assessment requirements specify the evidence and required conditions
for assessment.
Each unit of competency can be unbundled to reveal three 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 in understanding
the tasks described in the elements
3. Assessment Condition
- describes the environment and conditions that assessments
must be conducted under
The associated assessment method in this kit covers all of these
components as detailed in the matrix to follow:
Units of
Competency
Assessment Activities
CHCDEV002
CHCDIV003
CHCCOM003
Knowledge assessment   
Project 

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ASSESSMENT METHODS
There are seven (7) Assessment Workbooks for the course. Six (6) of
which are Theory Workbooks and one (1) is the Skills Workbook. This is
Workbook 2.
Theory Workbooks
The Theory Workbooks use 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. Project – Set of interrelated tasks or activities completed according
to set instructions and guidelines to meet the requirements of the
relevant units. These tasks and activities do not require you to have
access to a workplace.
The theory workbooks in this course are as follow:
Workbook 1 – Legal and Ethical Compliance
Workbook 2 – Society and Diversity
Workbook 3 – Personal and Professional
Development Workbook 4 – Case Management Part I:
Working with Clients
Workbook 5 – Case Management Part II: Working with Peer
Case Workers Workbook 6 – Program Development

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Skills Workbook
The Skills Workbook contains the practical assessment which covers
all units of competency of CHC52015 Diploma of Community
Services Specialising in Case Management.
These practical assessment activities will be completed during the course
of your Vocational Placement.
You should not commence with the Skills Workbook until you have
completed the six (6) theory workbooks and have received
feedback from your assessor.
The assessment method used in the Skills Workbook includes:
1. Practical Assessment – a set of tasks or activities completed
according to set instructions and guidelines to meet the
requirements of the relevant units. These tasks and activities
require you to have access to a workplace.
The skills workbook in this
course is: Workbook 7 –
Skills Workbook
RESOURCES REQUIRED FOR ASSESSMENT
Assessor to provide:
 Information about work activities, as necessary.
The student to provide:
 Computer with internet and email access and a working web browser
 Installed software: MS Word, Adobe Acrobat Reader
 Three (3) volunteers who have access to email services

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ASSESSMENT WORKBOOK COVER SHEET
WORKBOOK: WORKBOOK 2
TITLE: Society and
Diversity
FIRST AND
SURNAME:
PHONE:
EMAIL:
Please read the Candidate Declaration below and if you
agree to the terms of the declaration sign and date in
the space provided.
By submitting this work, I declare that:
 I have been advised of the assessment requirements, have been
made aware of my rights and responsibilities as an assessment
candidate, and choose to be assessed at this time.
 I am aware that there is a limit to the number of submissions
that I can make for each assessment and I am submitting all
documents required to complete this Assessment Workbook.
 I have organised and named the files I am submitting according
to the instructions provided and I am aware that my assessor
will not assess work that cannot be clearly identified and may
request the work be resubmitted according to the correct
process.
 This work is my own and contains no material written by
another person except where due reference is made. I am aware
that a false declaration may lead to the withdrawal of a
qualification or statement of attainment.
 I am aware that there is a policy of checking the validity of
qualifications that I submit as evidence as well as the
qualifications/evidence of parties who verify my performance or
observable skills. I give my consent to contact these parties for
verification purposes.
Name : Signature: Date:

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KNOWLEDGE ASSESSMENT
Part 1: Manage and Promote Diversity
☐
a. Cultural awareness enables the use of effective
communication with the team by being sensitive to the
similarities and differences that exist between two
different cultures.
☐
b. Culturally competent leaders and managers are prepared
to guard against accepting their own behaviours, beliefs,
and actions as the norm.
☐ c. Leaders and managers must be trained to be experts in
every culture to be culturally aware, competent, and
sensitive.
☐
d. Making assumptions about cultural influences and
applying generalisation to individuals can increase
knowledge and understanding of a member’s cultural
background.
☐
e. Working from the cultural perspective of the other
person, and not from one’s own perspective involves
recognising, respecting and nurturing the unique
cultural identity of a person, and safely meeting their
needs, expectations and rights.
1. Which three (3) statements below are true about the
impact of cultural awareness, cultural safety, and cultural
competence on leadership and management practice?

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☐ a. Diversity is a state of being valued, respected, and
supported.
☐ b. Diversity is about ethnic food celebrations and ethnic
holidays.
☐
c. Diversity is the difference in the values and practices
associated with groups of people from specific
backgrounds.
☐
d. Diversity means respect for, and appreciation of, differences
in ethnicity, gender, age, national origin, disability, sexual
orientation, and religion.
☐
e. Diversity means understanding that each individual is
unique and recognizing our individual differences.
☐ a. Employment status
☐ b. Ethnicity
☐ c. Gender
☐ d. Languages
☐ e. Learning styles
☐ f. Spiritual belief
3. Which five (5) concepts below are related to diversity?
2. Select three (3) statements that best describe diversity.

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4. Match the following areas of diversity to their characteristics. Write
the letter of your answer in the spaces provided.
a) Culture
b) Disability
c) Ethnicity
d) Gender
e) Generation
al
f) Race
g) Religious or spiritual beliefs
h) Sexual identity
i) Sexual orientation
Culture i. A learned and shared set of values, symbols, way of life
in a society.
Race ii. Belongingness to a social group that has a common
cultural tradition.
Generation
al iii. Used to define a group of people according to their
common physical characteristics.
Ethnicity iv. This is characterized by a group of people composed of
individuals from different age groups.
Disability v. Refers to a person’s total or partial loss of bodily or
mental functions, body parts, or an illness or disorder
affecting a person’s functions.
Gender vi. It is how the person sees oneself as either male or
female, and how one’s self is presented to others.
Sexual
orientation vii. Refers to the person’s identity in terms of emotional or
physical attraction based on their gender.
Sexual
identity viii. The social identity of being male or female.
Religiou
s or
spiritual
beliefs
ix. The practice of a person’s faith that has impact on one’s
values or way of life.

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☐ a. Access to a broader range of ideas and approaches
☐ b. Better relationships with clients and stakeholders
☐ c. Creation of a harmonious and supportive work environment
☐
d. Improved client service through greater understanding of
clients’ diversity and needs
☐
e. Resistance to the changing social and cultural makeup of
the workplace
5. Select four (4) statements which correctly describe the benefits of
workplace diversity.

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Heterosexu
al i. Person who is emotionally or physically attracted to the
opposite sex or gender.
Intersex ii. Person who identifies to a gender that is different from
their current anatomy.
Gay iii. Person, usually male, who is emotionally or physically
attracted to people of the same gender.
Bisexual iv. Person who is emotionally or physically attracted to both
male and female.
Lesbian
v. A female who is emotionally or physically attracted to other
females.
Transgende
r vi. Refers to people who are born with genetic, hormonal or
physical sex characteristics that are not typically male or
female.
Bisexual
Gay
Heterosexual
Intersex
Lesbian
Transgender
6. The following are terms relating to diversity in terms of sexual orientation and sexual
identity. Match each term with its correct definition by writing the letter of your answer in the
spaces provided.

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Informal meeting
Formal meeting lead to pairs by formal meeting lead to barriers for inclusivity.
Insensitivity
Being insensitive lead to breach of respect and trust thus creates barrier for inclusion.
Lack of inclusion
It comprises of sense of discrimination and biasness at workplace that is barrier for inclusion.
Macroaggressions
Comprises of act of racism towards everyone which creates barriers for inclusion.
Lack of role models
It leads to lack of guidance and direction thus creates barrier for inclusion.
Resistance and lack of support
Lack of support from top management and resistance for diversity in employees also creates barrier for inclusion.
7. List the six (6) barriers to inclusivity in the workplace.

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Direct Discrimination Indirect Discrimination
Definition
The concept of the Direct
discrimination can be defined as the
exists when the laws, rules or practices
explicitly cite a particular ground, such
as sex, race, etc. to deny equal
opportunities. Direct discrimination is
when someone is treated unfairly
because of a protected characteristic,
such as sex or race.
The indirect discrimination can be
define and occurred where rules or
practices appear on the surface to be
neutral but in practice lead to
exclusions.
Examples
(Provide 2 each)
The example of direct discrimination
comprises of the fact that someone is
not offered a promotion because they're
a woman and the job goes to a less
qualified man.
Someone is treated less favourably in
the workplace because of a protected
characteristic
Example: minimum height requirement
for a job where height is not relevant to
carry out the role
Puts disabled people at an unfair
disadvantage
8. Differentiate direct discrimination from indirect discrimination.
a. Briefly define direct and indirect discrimination.
Guidance: Keep your answers to no more than 50 words each.
b. Cite examples of direct and indirect discrimination. Provide two
(2) examples for each.

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Personal behaviour
Diversity practices and experience tend to have a positive impact on
personal behavior has it supports higher level of positive attitude and
improve mental status through reducing chances of discrimination and
other unequal treatments.
Interpersonal
behaviour
Implication of the diversity tend to improve the level of interpersonal
relationships by the way of the increasing the level of the mutual
respect along with fostering solidarity for each others' struggles.
9. Briefly explain how diversity practices and experiences affect each of
the following:
a) Personal behaviour
b) Interpersonal behaviour
c) Perception
d) Social expectation of self
e) Social expectation of others
Guidance: Keep your answer to no more than 100 words.

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Perception
Diversity at workplace tend to influence the perception as it tend to enables
to more effectively understand the different form and types of the cultures
and it also tend to supports and enables to understand social problem in more
improved and effective manner.
Social expectation of
self
Diversity experience lead to improve social expectation of self as it tend to
supports higher level of communication with other people that supported
creation of better thinking and higher ability level as it tend to influence how
they view other cultures, and even how they view health care.
Social
expectation
of others
increased diversity and acceptance of other cultures had increased
relationships between people of different cultures, which further reduces
stigma and prejudice and increases understanding.

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a. List five (5) pieces of federal legislation that inform organisational policies
and procedures regarding discrimination in the workplace.
1. the Equal Pay Act
2. the Worker Adjustment and Retraining Notification Act
3. the Genetic Information Nondiscrimination Act.
4. Equality act, 2010.
5. Title VII of the Civil Rights Act of 1964
b. Briefly explain how equal employment opportunity upholds human rights.
Guidance: Keep your answer to no more than 50 words.
It has been analsysed and find out that the equal opportunity law tend to
aims at promoting and creating an environment where the right of every
individuals tend to be equal along with similar growth opportunities which
tend to supports meeting of the human rights of the individuals. Along with
this, it has been also seen and analsysed that the implication and having the
equal employment opportunity rights tend to eliminate the all possible set
of the discrimination along with reducing the chances of the sexual
harassment and the implication of the victimization therefore plays a vital
role in upholding the human rights along with the fact that it provide
redress for people whose rights have been breached.
c. Identify one (1) piece of legislation that upholds equal employment
opportunity.
The Equal Employment Opportunity Act (Public Law 92–261) of 1972 was
designed to prohibit job discrimination for reasons of race, religion, color,
national origin, and sex.
d. List three (3) ways in which an organisation’s management can avoid
the indirect discrimination of their staff and clients.
 All organisation must have a zero-tolerance policy for all form
and sort of the discriminatory behavior to create threat that
helps in stopping the indirect discrimination at workplaces.
 Further, making the reporting of discrimination more effective and
known to all staff members along with retaining the paperwork to
demonstrate the thought process and action on indirect
10. Answer the questions below regarding diversity practices.

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discrimination in improved manner.
 Provide awareness training on equality in the workplace.

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e. List two (2) cross-cultural communication strategies and explain how this
can be practised in the workplace.
 Maintain etiquette- the one of the most effective way to support cross
cultural communication comprises of the maintaining of the etiquette as
it Many cultures tend to have some specific set of the etiquette around
the way they communicate. Thus, it is important and vital to remain
aware of these form of the familiarity tokens and while having a cross
commination strategy and do not need to jump straight to first name
terms until receiving any cue from the other person to do so.
 Practice active listening- The one of the most vital and crucial way of
having effective cross communication strategy comprises of leading a
practice of active listening tend to have and support a very effective
strategy for improving cross cultural communication. It has been and
restate or summaries what the other person has said, to ensure better
understood and implicate them correctly, and ask frequent questions.
Knowing your clients – effective knowing of the client tend to supports the effective and equitable activities for
the client as it supports better understanding and information about the expectation and cultural preference of the
client.
Attract diverse customers by having diverse workforce- It has been seen and analsysed that the having a diverse
workforce is helpful in creating and leading a welcoming environment for a variety of clients. It has been seen and
analsysed that when the people tend to see themselves with presence of their cultures reflected in a business, they
are tend to be more likely to become a customer than if they feel like an outsider thus diverse culture tend to
support the ways an organisation can ensure they provide effective and equitable activities to diverse
clients.
Effective communication and build relationship- it has been analsysed that having a positive relationship with
client by the way of reflecting and showing a feeling of respect and commitment for all culture also supports an
effective ways an organisation can ensure they provide effective and equitable activities to diverse
clients.
11. Cite three (3) ways an organisation can ensure they
provide effective and equitable activities to diverse clients.

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Participation- developing effective and proper connection and friendship forms a vital part and principle of the
social inclusion as it lead to sense of belonging among the individuals they supports effective social inclusion.
Encounter and presence- having regular encounter and incidental meeting within the workplace also forms out a
vital part of social inclusion at it tend to leads an enhanced and improves communication. Along with leading and
having efficacy presence that comprises of the feeling of being physically link within community and workplace
also sets out a vital principle of inclusion.
Receptivity- it is also forms out one of most core aspects and principle of the leading social inclusion as it the one
that tend to create a feeling of respect for differences prevailing within an organisation. Creation of receptivity
comprises of leading a flexible working style along with tailoring the positions to the strengths and ability of
employees to lead a sense of respect and value for all at workplace to create social inclusion.
12. Cite three (3) Social Inclusion Principles and briefly explain how
each can be practised in the workplace using your own words.

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It has been and analsysed that the leaders and managers of the Pathfinders Ltd tend to plays a vital role
in creation of inclusion at workplace as they are the one who tend to supports the multiculturalism along
with makes it easier to create a sense of respect and value for individuals coming from a diverse
background. It has been seen and evaluated that the managers and leaders of the Pathfinders Ltd tend to
ensure effective communication and a sense of equality for employees irrespective of their cultural
background. Along with this, implication and use of democratic leadership has been also made at
Pathfinders Ltd that supports equal involvement and proper participation of all employees that leads to
higher inclusion and equitable activities based on shred views and cross cultural communication and
participation at workplace.
13. Describe the role of leaders and managers in encouraging
inclusivity in work practices and service delivery. Include in your
description how these leaders and managers ensure effective and
equitable activities to diverse clients, including how cross-
cultural communication strategies are integrated into
the organisation’s planning and work practice.
Guidance: Keep your answer to no more than 100 words.

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Part 2: Sociological Factors in Community Work and
Services
Loss of identity and self esteem
Unemployment leads to experiencing an identity crisis and be questioning the sense of self or identity
which creates issue of loss of identity and self-esteem.
Increased stress and pressure from family and society
Being unemployed means having no means of income and also leads to financial instability for the
family which tend to creates the Increased stress and pressure from family and society.
Greater future uncertainty that might leads to negative psychological consequences
Unemployment tend to creates stress about future growth and substance which ultimately has long-term
physiological health effects and negative consequences for people's mental health, including depression
and anxiety.
a. List the five (5) observable classes in Australian society.
1. established affluent class
2. an emergent affluent class
3. Mobile middle class
4. Established middle class
5. Established working class
14. Describe three (3) consequences a person may experience or might
be susceptible to when they are unemployed. Include in your
answers one (1) consequence of long term unemployment.
Guidance: Keep your answers to no more than 50 words.
15. Answer the following questions about social classes.

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b. Which social class or classes do a majority of Australians view themselves
in?
The majority of the Australians views themselves in the mobile middle class.
c. What are two (2) top reasons that Australians think are why people become
homeless?
1. Not being abele and lack resources to afford and have housing
facility
2. Domestic violence also leads to homeless people
d. Where do most Australians think the homeless sleep? Identify only the top
answer.
Sleep on the streets
e. Where do most homeless Australians actually sleep? Identify only the top
answer.
Affordable boarding houses
f. Give three (3) reasons or factors that cause people to form stereotypes.
1. Conflict
2. Poor parenting
3. Inadequate mental and emotional development
g. What is the impact of stereotypes on society? List three (3) effects of
stereotypes.
Guidance: Include one (1) example for each of your answers.
1. Disrupt working memory and executive function, For instance, lower
self-esteem associated within characteristics and cognitive of a
person.
2. Increase arousal level in society. For instance boys need to wear blue
and green while red and pink are for gilrs
3. Increase the level of self consciousness about once performance
within the society. For instance, high level of feeling of stress and
anxiety while performing in front of society.

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SOCIAL INSTITUTIONS WHY THESE ARE IMPORTANT TO AUSTRALIAN SOCIETY
Family
Family is considered as first and most important social institution that
makes children socialize from their childhood through providing and
leading emotional well as practical support. Further, the importance of
family for Australian society tend to comprises of the fact that it provide
for the rearing of children along with a sense of identity or belonging
among its members and also lead to and support better transmit culture
between generations.
Education and schools
They tend to play a multidimensional role within the society of Australians
as it performs and carry out the vital function of the socializing the
individual by the way of a variety of social roles and development of
personality. Further, it also act as in important agent within the society of
Australia for having socialization and encourages better social integration.
Government and legal laws The legal laws and government also supports creation of better society by
the way of leading guidelines about what is acceptable in society. Further,
government and legal laws also plays a vital role in resolving conflicts and
addressing many social issues and challenges faced within a society
through leading strict legal norms for creation of better society.
16. Give three (3) examples of social institutions and three (3) examples
of cultural institutions. Then, explain why each of these are important
to Australian society.
Guidance: Describe the functions of these institutions. Keep your
answers between 30 to 50 words each.

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CULTURAL INSTITUTIONS WHY THESE ARE IMPORTANT TO AUSTRALIAN SOCIETY
Museums Museums tend to form out an important cultural institution as it tend to offer a
glimpse into the history of a specific location along with this it is also help to honor
communal cultures, customs, heritage, and legacy there support higher
sustainability of cultural which reflects its importance for Australian society.
Historical and botanical societies and
other cultural centers
These are vital and essentially important for the society of Australian as it helps and
support the maintenance as well as improved conservation and revitalization
together with the interpretation, and effective documentation of heritage that tend to
facilitate and support an improved interaction and engagement of citizen with their
heritage.
Libraries Library tend to be an important cultural institution as it supports important source
of knowledge and position as an effective, proactive and professional socio-
cultural institution along with leading important habit of reading in students.

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The term inequality of outcomes can be defined as when individuals tend to
not have and possess the same level of material wealth or overall living
economic conditions within a nation. The concept of inequality of opportunity
comprises and associated with the fact that a situation or occurrence in
which individuals are not having equal accessibility to opportunity. It has
been seen and analsysed that the concept of the inequality of opportunity
tend to emphasis on the approach to have emphasizes the freedom to choose
one type of life rather than another. The impact of inequality of outcome on
individuals comprises of the fact that it leads to inequalities in standards of
living, such as inequalities in income/wealth, education, health, and
nutrition. The impact of inequality of outcome of society comprises of the
fact that it creates and leads to issue of higher social gap and conflicts based
on varied income and living standard. The effect of inequality of opportunity
on individuals comprises of having a negative impact and stress in
individuals that hampers overall development and growth level. The effect of
inequality of opportunity on society tend to comprises of the fact that it
effects the overall growth potential and human well-being, its measurement,
and inter-personal comparisons.
17. Read the following document from the
United Nations. (Hold down the Ctrl key and
click the link below):
Concepts of Inequality
Development Issues No. 1
Explain how inequality of outcomes and inequality of opportunity affect
individuals and society. Your explanation must include:
 The definition of inequality of outcomes
 The definition of inequality of opportunity
 How these two concepts affect the individual
 How these two concepts affect society
Guidance: Keep your answer to no more than 150 words.
18. Experiences of inequality
a. List four (4) possible factors that contribute to a client
experiencing inequality while availing of social services.
b. Describe how experiencing inequality while availing social
services can affect the client’s role in society.
Guidance: Keep your answer to no more than 100 words.

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a. Factors that contribute to a client experiencing inequality while
availing of social services
The main factors which has been identified by Pathfinders that
contributes and leads to client experiencing inequality while availing of
the social services are listed and provided as below;
 Inheritance
 Differenced in natural qualities
 Difference in talent, education and knowledge level
 Unemployment/ socioeconomic status
b. How this experience of inequality can affect the client’s role in
society?
Experience of inequality tend to have a negative impact on the client’s
role in society as it leads higher rates of health and social problems
along with the lower population-wide satisfaction and happiness within
the society. Along with this, the rising issue of the experience of
inequality also tend to lead to even a lower level of economic growth
when human capital is neglected for high-end consumption which has
been current seen by the Pathfinders Ltd NGO.

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a. Political Theory
The political theory tends to comprises of the study of political ideas as
well as the shared values such as social justice, power as well as the
presence of democracy that use to describe, understand and assess
political practices within a society. Thus, a vital impact of political theory
is being seen on the social policy as it helps to have a better and improved
understanding about the concepts of politics, including freedom, equality,
individuality, democracy and justice that supports a positive social
development. Further, the political theory also tends to support and
ensure the improved welfare of individuals within a society through
leading effective legislative regulations and clear understanding of justice,
power and political rights.
b. Economic Theory
Economic theory is the one that provides the outlet for the effective
research in all the areas of economics that tend to be based on some form
of the rigorous theoretical reasoning thus tend to lead out and support an
effective analysis of the economic and social problems. It is quite
impossible to separate the economic policy from the social policy thus a
vital impact of economic policy is being seen on social policy in form of
economic policy has effects im- portant for social policy and, conversely,
social policy has effects which are economic and thus important for
economic policy.
19. Briefly explain how the following impact social policy:
a. Political theory
b. Economic theory
Guidance: Keep your answers to no more than 100 words each.

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Political Systems Description
Constitutional Monarchy A constitutional monarchy tends to comprises of that form of government in
which a monarch is there who tend to acts as head of state within the
parameters of a written (i.e., codified), unwritten (i.e., uncodified) or
blended constitution. Thus, the constitutional Monarchy tend to be a most
republics and to perform activities and actions based on a constitutional
monarchy's executive authority that is tend to be vested in the head of state.
Thus, within a constitutional monarch it is seemed that the parliamentary
democracy is a hereditary symbolic head of state (who may be an emperor,
king or queen, prince or grand duke) who mainly performs representative
and civic roles representing a significant impact and positive outcome of the
social policy.
Democracy
A democracy forms out a most equitable form of political system which
represents form of government in which the citizens create and vote for
laws directly, or indirectly via representatives (democratic republic). Thus,
democracy supports effective and most positive social reforms and policy
by the way of giving and leading equal voting rights to elect and selects the
national representatives. Further, Democracy also supports and leads out a
plan or action of government or institutional agencies which aim to improve
or reform society by the way of choosing and replacing the government
through free and fair elections along with supporting the active participation
of the people, in politics and civic life together with protection of human
right.
Economic Systems Description
Capitalism It includes and forms out that form of economic system in which the private
sector tends to own and have the complete control on the property in
according with their interests and are the one who have complete control on
the demand and supply. The impact and effect of the capitalism economic
system on the social policy tend to comprises of the fact that under this form
of economic system the private owners have complete control in the
demand and supply thus that are free to set the price on the market. Thus, it
can support the best fit for the market along with effectively meeting and
setting the best interest of the society thus lead positive affect and influence
20.Identify two (2) political systems and four (4) economic systems
that underpin social policy, and briefly describe each.
Guidance: Keep your answers to no more than 100 words each.

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on social policy.
Free market economy It has been analsysed and seen that the free market form of the economy
system tends to be an unregulated form of the economic system in which all
the economic exchange as well the as regulation of the taxes, quality
controls, quotas, tariffs, and other forms of centralized economic
interventions by government either do not exist or are minimal. Thus, under
this form of economic system supply and demand regulate production and
labor as opposed to the government. Its good in some cases as supports
liberty and flexibility within the social policy but at the same time free
market economy leads to creation of the some issues and challenges within
the society as the certain members of society will not be able to work.

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Pure command economy This form of economy system is also known as the planned economy
where it is essentially required and needed that the all the central
decisions and economic activity are properly in control of the
government as the that a nation's central government own and control
the means of production. Further, in senses of the pure command
economy it tend to be and there is no private sector as all the power
and decision making are in central government owns or controls all
business. Thus, it supports creation of an improved social policy that
is fair in nature and supports welfare of individuals of the society.
But still it limited the market flexibility and also hampers the
performance of many market and social activities.
Mixed economy It tend to comprises of the that form of the economy within the
economic system that tend to combines all the elements of a
capitalist as well as the market-based system. Thus, implication and
use of the mixed economy tend to supports with a socialist as well as
the command economy system nature that supports an improved and
more effective set of the social economy. Apart from this, the missed
economy tend to mixes elements such as private property rights, free
trade, and privatization, with socialist elements such as regulation,
the welfare state, and re-distribution. Thus, it supports a proper and
most effective social policy that offers both flexibility along with the
government control to have creation of an improved society and
market economic system.
Policy Decisions Impact on Community Work
To come up with local homeless
shelter and build homes in local
area with habitat for humanity
along with having food bank.
It leads a positive impact on the community work as it provides
support and shelter to homeless people who are sleeping on streets
along with also meet their basic needs such as food and shelter.
Along with this, the policy decisions of having and coming up with
the food bank is also leading positive impact as it increases the sense
the responsibility within society also supports availability of food for
21. Identify two (2) specific policy decisions you have observed in
the community, and briefly explain how these impact community work.
Guidance: The policy decisions you identify must relate to social
issues. Keep your answers between 30 to 50 words each.

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families and individuals who are seeking support.
Ensuring equal opportunity and a
discrimination free society where
all have equal freedom and rights
irrespective of their culture and
background.
Having equal opportunity and leading a discrimination free
community ensures a positive impact on society as it believes that no
should have poorer life chances because they are born in some
vulnerable group it beings to a discriminated society. Having a
policy decision of equal opportunity ensures a proper and better
living standards for lives and ensures a positive world and
opportunity for all talents irrespective of having any discrimination.

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a. What is CMSA’s definition of a “case manager”?
A Case Managers are individuals who are employed in case management within academia, health,
education, research, welfare, social and human service settings and in independent practice.
b. Identify three (3) guiding principles that are relevant in upholding the
safety of clients.
Building Trusting Relationships.
Using Evidence-Based Practice.
Empowering Client.
c. Identify the six (6) primary steps in the case management process, as
stated in the CMSA Standards of Practice for Case Management.
1. Client identification (screening),
2. assessment and stratifying risk,
3. planning and development of case
4. implementation (care coordination),
5. monitoring and evaluation
6. Closure of professional
22. The Case Management Society of Australia (CMSA) is the sole
representative body of Case Management in Australia and New
Zealand.
Access their website by clicking the link below while holding the Ctrl
key:
Case Management Society of
Australia
For Questions b-d, refer to the CMSA Standards of Practice for
Case Management.

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d. Identify seven (7) reasons for case management termination, as stated in
the CMSA Standards of Practice for Case Management.
1. Client has lost to care or does not engage in service.
2. Client chooses to have the termination of the service.
3. Client relocates some outside of service area.
4. Agency terminates as described in Policies and Procedures.
5. Mutual agreement.
6. Client is no longer in need of service.
7. Client completed case management goals.

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Part 3: Workplace Communication Strategies
Political
The political factors tend to comprises
of the way that how much the
government tend to have the intervenes
within the economy and nation. Thus,
the political factors comprise of the tax
policy, labour law, environmental law,
trade restrictions, tariffs, and political
stability. The political factors tend to
affect communication within workplace
as the labor law and trade policies and
restricts lead a vital impact on
communication within workplace as
they have to follow the set rules and
regulation. Further, it has been seen
and analsysed that the political factors
also affect the people wiling and
personal relationship along with the
leading blame games and manipulation
thus, have significant impact on
communication at workplace.
Economic
Economic factors tend to comprises of
the job turnover,
unemployment/employment rates,
immigration, income inequality,
discrimination, seasonality, and the
overall economic climate which tend to
lead a vital impact on the
communication in the workplace. To
overcome and mitigate the issue of high
job turnover, it is vital and important
for a firm to ensure and have effective
communication strategy comprise of
having regular feedback from
employees to effective mitigate and
satisfy them.
Social
The social factors that present at the
workplace of a firm are tend to be
diverse based on the factors such as
gender, age, personality, ethnicity, etc.
Technological
Technological factors are related with
the regular innovation and
advancement within in the technology
and software used within a firm.
23. Identify political, economic, social, and
technological factorsthat affect communication
strategies in the workplace.
Identify one (1) factor for each category below and briefly
describe how these affect communication in the workplace.

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of an employee which reflects their
overall attitude and behavior. Thus,
social factors tend to have a vital
impact on communication at workplace
as the managers and leaders tend to
keep in mind the social value and
cultural ethics of all employees while
communicating along with setting
respect and value for all employees
irrespective of having any social,
cultural or other form of discrimination
to create and lead out a positive effect
on communication strategy at
workplace.
Continuous improvement within the
technology is leading a positive effect
on the communication strategy of a firm
as it provides and leads to better
communication channel. Making use of
the online and digital channels of
communication is leading positive
influence on the communication
strategy through supporting improved
communication and regular interaction
at workplace that supports improved
collaboration and ensures better
productivity at workplace.

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1. Stakeholder: Clients (Single mothers)
Strength
 having effective
communication skill is my
greatest strength that helps
me to have a respectful and
polite conversation within the
clients.
 Further, having a good
knowledge and understanding
about various culture
prevailing within the society
of Australia is also my
greatest strength that
supports and lead to better
understanding about the need
and preference level of the
various clients.
 Further, as a social worker I
would assist with parenting
stress and ways to balance
daily family responsibility of
the single mother that tends
to be my greatest strength to
encounter and meet the needs
of a single mother.
Weakness
 Having lack of effective
influencing and motivating
skills are my biggest
weakness that effects my
interaction and influencing
power to motivate the single
mothers.
 Ineffective leadership skill is
also my weakness that are
limiting the scope of social
services for the clients.
Opportunity
 a rising level of improvement
Threat
 Reaching and accessibility of
24. Picture yourself in an office setting where you must constantly
communicate with different stakeholders via email and telephone.
The organisation you work for offers social services to single mothers,
and your role is to find agencies that your organisation can partner
with to be able to provide as much help as possible to your clients. It
is important that you coordinate with your colleagues so that you
develop a register of references and agencies for the organisation as
a whole.
Name three (3) different stakeholders that you would be in constant
contact with, and identify your strengths, weaknesses, opportunities,
and threats pertaining to communication with them.
Guidance: Reflect on your own strengths, weaknesses, threats, and
opportunities. All answers must be in complete sentences. Do not
overgeneralise your answers. Add details.

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in the technology and door to
door availability of interact
and other online challenges
creating an opportunity to
have better communication
and interaction with the single
mothers.
 Regular campaign facility and
supports from government
and other NGO are also
creating opportunity to
effectively meet and analysis
the needs and social services
for the single mothers within
society of UK.
singly mothers is quite
difficult as they are not so
aware and active on social
media and other digital
platforms thus leading
awareness and assessing them
is quite difficult that creates
threat for effective
communication.

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2. Stakeholder: Partners ( other agency)
Strength
 Having effective team working
skills are my greatest strength
as it is supporting better
social worker can that can
provide a bridge to community
resources for a family in order
to meet their needs along with
having better partnership and
connection within other
agencies to meet the needs of
the clients.
 Having effective Critical
thinking and problem solving
are also leading better
communication and effective
connection with the other
agency and partner as it
makes me able to effectively
provide solution and meet the
expectation level of other
agencies through improved
quality services and social
working in an innovative and
improved manner.
 Professionalism and strong
work ethic are also supporting
a positive relationship and
better interaction level with
the other partner and agency
that is leading improved
communication and better
collaboration level.
 Having effective teamwork
skill makes me able to Directly
addresses how services are
delivered not just the
organizations internal
administrative processes that
act as a vital strength to meet
and address the needs of
single mothers in different
situation.
Weakness
 Lack of effective quality
services and ineffective
management are the greatest
weakness which are creating
chances of chaos and
confusion with the partners
and other agency.
 Lack of clear organizational
process and value parameters
along with chaos in leading
staff responsibility is creating
weakness and threats for
leading and pertaining
effective communication with
the partners and agencies.
Opportunity
 the rising level of use of
digital communication channel
is creating many opportunity
Threat
 Having limited accessibility
and resources is the biggest
threat that effects the meeting

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to effective access and reach
the partners and agency which
ensure better communication
and interaction level.
of expectation level of the
partners and also leads
significant threat pertaining to
communication with the
agency and other social
workers partners.
3. Stakeholder: Colleagues (other employees and social worker)
Strength
1. having the ability of clearer
explaining the ideas and
proper expressing my feelings
within my colleagues and
other social worker is my
greatest strength that
supports better interaction
and effective communication
with the other employees and
social and worker.
2. Having effective verbal as well
as nonverbal communication
and listening in careful
manner to others is also my
strength that is pertaining to
improved communication with
the other colleagues and
employees.
Weakness
 Lack of effective
communication and
collaboration with the other
employees at workplace is the
biggest weakness faced that is
due to the ineffective
leadership and mentoring.
 Control on ideas and emotions
along with chances of having
chaos and conflicts with other
employees and colleagues is
also a weakness associating
and pertaining with the
effective communication.
Opportunity
 Making use of advanced
technology to set better
coordination and improved
interaction at workplace are
leading many opportunity for
better and improved social
services for the single
mothers.
Threat
 High level of diversity along
with chaos and conflicts
among employees coming
from different background is
creating threat of effective
communication with the
colleagues and other
employees.

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Aspect of
Communication
Legislation, Code
of Practice, Policy,
etc.
How the Legislation, Code of
Practice, Policy, etc. Guides the
Aspect of Communication
a. Privacy,
confidentialit
y, and
disclosure
Privacy and Personal
Information Act, 1998
(NSW)
the Privacy Act 1993
Information Privacy Act
includes a set of Territory
Privacy Principles (TPPs)
Theses legislation, code of practices and policy tend
to plays a vital role in guiding and leading better
communication as it tends to promote as well as
effectively protect the individual privacy, and also
tend to lead to set of specific and in particular to
establish principles that tend to effectively support
and guide that social worker on having better
communication with the clients and other parties.
Along with this, the legislation and laws made for the
privacy, confidential and disclosure along tend to set
out better guidance about the collection, use, and
disclosure of information relating to some clients and
other parties thus, supports better guidance in aspects
of communication improved underdoing about the
disclosure, storage, access to, and correction of,
personal information.
b. Discrimination
Civil Rights Act of 1964
Equal Pay Act
Genetic Information
Nondiscrimination Act
Equality act, 2010.
These acts and legislation are playing a vital role in
guiding aspects of communication as they ensure that
any form of discrimination should not be present and
exercised at workplace by any one. These acts and
rights has made it vital to ensure an equitable and
unbiased communication and organizational policy.
Further, it leads out and create effective policy for all
employees and other stakeholders to keep in mind
that practicing any form of discriminating is a legal
offence and strict action would be taken against the
individuals who are involved any kind of
discriminatory communication and other practices.
25. Identify legislation, codes of practice, policies, etc. that guide how a
worker takes into consideration the following aspects of
communication.
Include a short description of how legislation, codes of practice,
policies, etc. guide the given aspects of communication.
Guidance: Keep your answers under 100 words each.

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c. Duty of care
Code of practices
WHS code of practice
Organizational standards and
policy.
Many standards and policies are being set and lead
out by the various organisation to ensures effective
guidance and understanding about the duty of care
through setting a standard form of services. The
concept and the aspect of the duty of care is reacted
with the obligations that is placed on people
especially on the social worker and other NGO to act
towards welfare and services for other that needs to
be done and completed in a certain way, in
accordance with certain standards. Thus, the
legislation and policies associated with the duty of
care tend to provide with the vital rules and godliness
that need to be follow and expected to implement at
workplace to support meeting of the set standards
along with setting and leading effective circumstance
based on set standards that is required to meet for
having and fulling the effective duty of care.
d. Mandato
ry
reporting
Reporting of any form of the
specified injuries as well as
the wound
Mandatory reporting of the
suspected abuse or domestic
violence for the individuals
It is essential within the
society of Australia to report
suspected cases of child
abuse as well as any form
neglect and discrimination to
government authorities
Theses legislation and policies related with the
mandatory reporting sets out a clear and more
systematic channels that defining the effective way
for communication and leading better reporting of the
mandatory cases. The mandatory reporting within the
Australia tend to comprises of the effectively making
and leading and effective reporting for the Child
Protection if there are circumstances and chances of
any reasons to believe on reasonable ground to
Department for Child Protection to ensure and lead
out a better communication and interaction level
based on these guidelines.

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e. Informed consent
Mental Health Act
Health and Social Care Act
2008
The informed constant is related and associated
with taking the proper approval and permission
from the people before leading any information
and sharing any kind of provide information and
other activities that required a due consent from
the individuals. the mental health act, to specify
and provide a proper guidance about taking of
the informed consent from the client and other
individuals about sharing of their personal
information. A guidelines about the fact that
patient and individuals should need the capacity
to give consent as per the health and social care
act that set out better guidance and specify the
steps for having improved communication.
Special Communication Needs of Personnel
 Oral or spoken communication channel
 Multimedia communication channel
Organisational Processes and Hierarchy
 Written form of communication channel
 upward and downward hierarchical communication channel
for based on various organizational role and responsibility.
Official Communication Channels
 Face to face communication channels for effective meeting
and discussion.
 Making use of e-mails and video conferencing along with
online calls for having easy and effective official
communication channels.
26. Identify two (2) channels of communication that would be
appropriate for addressing each of the following concerns in the
workplace.

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Existing Organisational Protocols and Etiquette for
Communication
 Digital communication channel
 Written form of communication channel to clearly specify and
provide information and awareness about the existing
organizational protocols.

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Office Emergency Protocols
 Mobile application and satellite phone
 Two way radio
Crisis Communication Plans
 Digital internal communication channel
 Email and message on the crisis contacts and crisis
management team.
Coaching Principles How these principles can be put into
practice
Coach the individual
Adjust your coaching methods to
suit the different needs of each
individual
Knowing several ways of coaching As a coach it is vital and necessary required to the know
the key points of the coaching so the need of the all the
individuals can be meet who are coming from diverse
culture through suitable toolkit and effective way of
coaching.
Do not just tick the boxes While coaching an individual just ticking the boxes is
not sufficient while effectively considering the
motivational factors as per the specifies individuals is
needed based on the specific purpose.
27. Identify three (3) principles of coaching and three (3) principles
of mentoring, and describe how each of these principles can be put
into practice.
Guidance: Identify only one (1) method of practice for each principle.
An example has been done for you.

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Encouraging self-discovery and looking for the cause To ensure effective coaching of the individuals it is vital
to enhance the own ability level for leading effective
answer and solution based on effective self-discovery
and encouragement. Along with this, looking out for the
main cause and reasons are also vial to ensure and
determine better coaching and factors that supports
improvement in the specific individuals.

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Mentoring Principles How these principles can be put into
practice
Mentors should acknowledge the
benefits they gain from the process of
mentoring.
Mentors should share to their mentees
how the mentoring process helps them
grow also.
Mentoring principle tend to comprises of the requirement of a
trusting and leading a confidential relationship based on mutual
respect.
To ensure effective mentoring it is vital that the mentor tend to
support and provide a proper trusting relationship to its
mentees along with maintain the confidentiality of the
information and relationship to lead feeling of mutual respect
that leads to more effective guidance and training on various
aspects.
Ensure definite time commitment
To make the mentoring for effective it is vital to ensure a
definite time commitment for the mentee that leads to
enhancement and improvement within their bond and relation
based on some clearly bound relationship that tend to be close
and uncoerced.
A mentoring relationship tend to be effectively is planned
based on the mentoring relationship for enhancing specific
growth goals of a mentee
It has been essentially required that the mentor must have a
planned mentoring relationship based on this principles that
needs to be directed towards the meeting the set goals and
target of the mentee instead of not emphasizing and focusing
for organizational requirements based on any form of employee
revolution.

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PROJECT
Task 1
Consider the following scenario:
Develop a communication plan to promote the New Mother Program. Take the following
parameters into consideration:
The program must be promoted through traditional and digital media, including social media
You must come up with the marketing plan that the group will follow
You must set out the etiquette expected on social media
You must set out the budget needed to promote the event and computations to reach the
goal in profit
Identify possible competitors or conflicts of interest
You must develop evaluation methods to measure the success of the project Use the
template in the following pages to guide you.
Cherry Grove Community Hospital is starting a hands-on workshop for new
mothers to educate them on the best practices in raising and caring for their
babies. The title of the program is New Mothers Program. The New Mothers
Program will begin on Saturday, 8 April 20xx, at 9:00am and will continue every
first Saturday of the succeeding months. It will be held in the Cherry Grove
Community Auditorium.
You are one of the volunteers helping in the project. You are assigned as the
team head for communication, leading a small group of five other volunteers.
As the head of the communications team, you are tasked to develop a
communication plan to promote the New Mothers Program in Cherry Grove.
Cherry Grove is a big city with a population of 1.3 million people and will require
several channels of communication to maximise your reach.

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COMMUNICATION PLAN
1. Project Details
Project Name Communication plan to promote the New Mother Program
Host / Organiser XYZ
Launch Date and Time Saturday, 8 April 20xx, at 9:00am
Location Cherry Grove Community Auditorium.
Target Audience New mothers
Mode of Delivery Traditional and digital media, including social media
2. Media Platform and Marketing
Traditional Media to be
used
(Identify two (2))
Where these will be posted
or distributed
(One (1) for each)
Type of audience
that this form of
media caters to
Broadcast television On Satellite channels and TV Audience not much active on
digital and social media
Print, and billboards. Newspapers and posters Local mothers and
community
Digital Media to be used
(Identify two (2))
How often these will be shared
online, by whom, and to whom
Type of audience
that this form of
media caters to
Facebook 3-4 times a day by the team members to the
Facebook account of new mothers and other
people.
The individuals who are
active on social media
platforms
Instagram 1-2 times a day by team members on the
Instagram of the people to reach a larger
number of audience and new mother
Young age people and young
new mothers around the age
of 25-3o years who are
active on Instagram.
3. Etiquette
Etiquette to be observed when posting or distributing traditional media
(List two (2) Do’s and two (2) Don’ts)
Do’s when posting or distributing traditional media
 Use proper caution and tagging of the photos on newspaper and
other traditional media.
 Understand the sense of humor and ethics along with respecting all
culture while posting on TV.
Don’ts when posting or distributing traditional media
 not to mix the social service and business with the pleasure and self
centered objectives

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 Do not act in a reactive manner while posting through traditional
media.

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Etiquette to be observed when posting or distributing digital media
(List two (2) Do’s and two (2) Don’ts)
Do’s when posting or distributing digital media
 Being empathetic towards other while posting on social media
 Respecting the other people privacy.
Don’ts when posting or distributing digital media
 Should not access the social media profiles and personal
information within the individuals while sharing online content.
 Dot misrepresent any information and always tend to have a formal
request and permission before tagging anyone on sharing,
commenting and positing on social media.
4. Supporting Resources and Information
Identify three (3) sources of information that guide you in implementing the
marketing campaign for the New Mothers Program – traditional and digital. Post
the links below:
Creating a perfect advertisement is rend to be a key for having a successful
marketing campaign along with ensuring a proper structure and meeting all
essential part of the marketing campaign. The essential and vital part of the
marketing campaign comprise of the clearly defining the campaign goals and
tracking them, along with having proper insight and targeting of marketing
campaign. Further, focusing in campaign message and execution is also a key
for having a successful marketing campaign.
Link and sources of information
1. Recipe For A Successful Advertising Campaign, 2021.
< https://marketmentors.com/mm-news/recipe-for-a-successful-advertising-
campaign/ >
2. How to structure a marketing campaign?, 2014.
< https://www.smartinsights.com/traffic-building-strategy/campaign-planning/
structure-marketing-campaign/ >
3. 9 Keys to a Successful Small Business Marketing Strategy, 2021.
< https://profitworks.ca/small-business-sales-and-marketing-resources/blog/
marketing-strategy/588-9-keys-to-a-successful-small-business-marketing-
strategy.html >
5. Budget for Marketing
Amount ($)

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Advertising cost 2000000
Processional service 10000000
General Fund 1000000
Furniture, Fixture and equipment 500000
Legal consultation and charges 2000000
Hall charges 1000000
Traditional marketing 500000
Digital marketing 1000000
Other Miscellaneous 20000000
TOTAL 20000000

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6. Potential Sponsors
You wish to present the New Mothers Program to possible sponsors, so that they
may help Cherry Grove Community Hospital shoulder costs. Identify a possible
sponsor from your community who might be interested and explain how their
investments would be returned from this endeavour. Include in your explanation
what you can offer the company or organisation in exchange for their
sponsorship. Use the following guide questions:
 Who will you ask for a sponsorship from?
 What are you asking from your sponsor? (Products, shouldering of
costs, money, services, etc.)
 What are you offering in exchange for the sponsorship?
The possible sponsors foe the New mothers programme tend to comprises and include of NGO and other
government agency who tend to work towards welfare and betterment of the society and aiming at effectively
performing the duty of care. For instance, the Australian Breastfeeding association can be suitable sponsors for the
new mother programme as it is also aiming at leading better awareness and care for young mothers. Ameda
Australia, pathfinders, Lenny rose, etc. can also be the sponsors of current new mothers programme. Individual
Sponsorships $50 each and Partial Event Sponsorship $250 can also be made for current new mother programme.
An information about the products and amount of the shouldering of the costs, services, money etc. would be
asked. In the exchange, a vital information and offering in form of creating effective awareness in the young
mothers to create a better Australian society.
7. Parameters of Success
Describe two (2) measures of success for your marketing campaign. Make sure
to define objective parameters that would deem your marketing strategies
effective.
 the conversation rate with the single mothers tend to be the first measure
of success for the current marketing campaign. A conservation rate of at
least 50-60% is set out for current market campaign.
 Further, customer lifetime value and attracting and catering the most
suitable sponger and agencies is the other success criteria set out for
current marketing campaign.

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8. Competitors and Conflicts of Interest
Identify three (3) possible competitors or conflicts of interest for the New
Mothers Program
 Conflict of interest related with the safeguard in the infant and young
child feeding for new mothers.
 Conflict of interest related with and leading infant nutrition based on the
standard set by the Australian National university and challenges in
keeping the breastfeeding and other roles by new mothers.
 Conflict of interest related with the use of traditional or digital marketing
media for promotion of current new mother’s program.
Task 2
Summarise your communication plan by breaking down the information
from Task 1 into processes and protocols. Present this to the
marketing for the New Mothers Program through an email. Read the
instructions below.
Instructions:
Write an email below demonstrating how you would email actual
volunteers. This email must include the following:
 Asking volunteers to create or design assets (posters, flyers,
pictures, media content, etc.) for the New Mothers Program
 Summary of the program details
 How the volunteers will go about the marketing of the New Mothers
Program
o What media will be used – traditional and digital
o Where and how traditional media materials will be distributed
o Where and how digital media materials will be shared
o Any additional help that will be hired or contracted
o Sponsors, if any
 Objectives of the marketing campaign
o Parameters of success
You may add additional information that is in line with the details you
have outlined in Task 1.

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To: Volunteers of the New Mother Program
From: XYZ
Subject: to create or design assets along with marketing of the New Mothers Program
Message: To effectively have a workshop for new mothers to educate them on the best practices in raising and
caring for their babies it is vital to create and design some assets in form of the posters, and other media to
attract and cater interest of larger number of clients and agencies. It has been decided the title of the
program is New Mothers Program and it will begin on Saturday, 8 April 20xx, at 9:00am and will
continue every first Saturday of the succeeding months and it tend to be held in the Cherry Grove
Community auditorium. For this, we need to have an effective communication plan and marketing
campaign. It has been decided that the use of both traditional as well as digital channels of marketing
would be made. The traditional channel of marketing tends to comprises of TV advertisement and print
and billboards. It has been ensures that proper use proper caution and tagging of the photos on newspaper
and other traditional media along with understanding the sense of humor and ethics along with respecting
all culture while posting on TV.
Further, use of Facebook and Instagram post has been made as digital platforms of marketing that aims at
attracting and catering the interest of the who are active on social media platforms and young new
mothers around the age of 25-3o years who are active on Instagram. It is advised and needed by all
volunteers that they must Being empathetic towards other while posting on social media and also
Respecting the other people privacy while making use of the digital platforms and channels.
Finally the main objective and success parameters of current marketing campaign comprises of A
conservation rate of at least 50-60% is set out for current market campaign along with having the
improved customer lifetime value and attracting and catering the most suitable sponger and agencies is
the other success criteria set out for current marketing campaign.

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Task 3
For this task, you will need three (3) volunteers who have access to
email services. Instruct these volunteers to pretend that they are part
of the pool of volunteers for the New Mothers Program from Task 1.
Explain to your volunteers beforehand the context of why you are
sending them the email and what you require from them. Read the
instructions below.
Instructions:
Send the email you composed in Task 2 above to three (3) volunteers,
as if they are part of the pool of volunteers for the New Mothers
Program and picturing Chery Grove as their own city.
Explain to the three (3) volunteers that they do not have to execute
the marketing campaign. Rather, ask them for feedback regarding the
communication plan you came up with (i.e. the procedures and
instructions you included in your email). Some guide questions include:
 How effective will the communication plan be if it were executed in
your community?
 What are some challenges that this communication plan might face?
 What do you think of the outlets / platforms used?
 Gi your comments on the communication plan.
Save their feedback in separate documents and submit them with this
answered workbook. Use the following usernames:
CHC52015 Cluster 2 – Project – Task 3 –
Feedback 1 CHC52015 Cluster 2 – Project –
Task 3 – Feedback 2 CHC52015 Cluster 2 –
Project – Task 3 – Feedback 3
CHC52015 Cluster 2 – Project – Task 3 – Feedback 1
As per my view the prepared communication plan is seemed effective but still some
issues and laws are identified. The objective and strategy for the communication
plan is not seemed clear. It has been seen and analsysed that without having a
coherent strategy lacks the focus needed to achieve corporate goals and develop

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plans will be faced along with lack of objectives that does not have a clear vision
for the future. Further, the key challenges that are might face during the current
communication plan comprise of the fact that is applying and emphasizing more on
the traditional platform and not seemed to make use of the latest and trending
technology. Thus, lack of clarity of strategy along with the issue of the Inability to
adapt new trends has been identified in the given communication plan.
CHC52015 Cluster 2 – Project – Task 3 – Feedback 2
As per my opinion that key challenges and issues that are associated with the
current communication plan tend to comprises of the issue of the lack of resources
as the budget of current plan is too high that is difficult to manage. Further, lack of
proper bifurcation and division of resources has been also faced as a vital challenge
that leads to higher expenses and wastage of resources. Further, the making use of
the only Facebook and Instagram as digital marketing is also a drawback as use of
other social media platforms such as YouTube, Twitter, etc. could also be made to
have reach and access to larger number of clients and sponsors.
CHC52015 Cluster 2 – Project – Task 3 – Feedback 3
Lack of effective time management is the biggest changes seen within the
communication plan which leads to lack of efficiency in current market campaign.
For success of marketing campaign and communication plan it is vital that it needs
to be continuous and complete well on time. Further, it has been seen that the lack
of effective communication and leadership are also the main challenges faced
within current project. Lack of effective communication and clarity is leading
situation of chaos and confusion which is affecting the overall efficiency and
effectives of current communication plan and marketing campaign. Further,
ineffective leadership leads to lack of proper guidance and direction for the
volunteers that is also affecting the level of success and efficiency of the marketing
plan.

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Feedback Ways to Improve
Lack of clear strategy It has been seen that issue of lack of clear strategy has been faced
within the current market campaign thus, a revolution about the main
aim and objective is needed. Further, setting of the SMART objective
could also be made to overcome and have improvement in the clear
strategy formulation for current market campaign.
Lack of resources Based on the budget and other requirements a lack of resources has
been also faced as the main feedback and drawback thus, better
management of funds and other physical resources is required along
with improved bifurcation of resources across various activity in
improved manner. Therefore, making use of some effective
management and statistical tools such as Work breakdown structure
could be made to have improvement in this section. Work break
down structure is an effective project management tool that supports
a step by step approach and better bifurcation of cost, scope and
deliverables to ensure better management of limited resources.
Ineffective leadership and
communication
Lack of effective leadership has been also seen within current market
campaign which has created and leads to higher chances of chaos and
confusion. Thus, having and making use of effective leadership style
is required to have improvement in current marketing campaign.
Making use of participative leadership style supports an effective
strategy to more improved communication through proper
involvement of all individuals along with enhancing the overall
creativity and innovation level based on better communication and
discussion level.
Lack of time management Ineffective management of time is also a main challenge and
feedback faced during the current project. Therefore, making use of
some effective time management tool such as Gantt chart could be
made as improved strategy to ensure and have better management of
Task 4
Summarise the feedback you received from the three (3) volunteers in
Task 3, and identify how you can improve on your strategies.
Record up to five (5) of what you consider the most critical comments you
received.

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time. Making use of the Gantt chart facilitates and leads to effective
way to systematic present all the activities with specified time frame
which ensure better management of time and completion of work in
given timeframes.
Inability to adapt new trends The main issues that has been seen and faced within the current
project comprises of dating new trends and better use of technology.
It has been seen that still use of the traditional marketing media are
intended to use whole it has been suggested that making use and
focusing on digital platforms would supports better performance.
Based on latest trend, making use of digital as well as social media
marketing strategy are seemed for suitable and effective strategy
rather than the application and use of the traditional media. Thus,
making used of updated and latest set of technology and
communication platform tend to support improvement in strategy.
References
Anderson, C., Lupfer, A. and Shattuck, P.T., 2018. Barriers to receipt of services for young adults
with autism. Pediatrics, 141(Supplement 4), pp.S300-S305.
Bohn, S., Jackson, J. and McConville, S., 2019. Career Pathways and Economic Mobility at
California's Community Colleges. Public Policy Institute of California.
Clough, R., 2018. Social services. In Beyond Bureaucracy? (pp. 91-107). Routledge.
Courtney, M.E., Valentine, E.J. and Skemer, M., 2019. Experimental evaluation of transitional
living services for system-involved youth: Implications for policy and practice. Children
and Youth Services Review, 96, pp.396-408.
De Groote, W., 2019. Concept changes and standardizing tools in community-based
rehabilitation. Physical Medicine and Rehabilitation Clinics, 30(4), pp.709-721.
Efendi, F., Nursalam, N., Kurniati, A. and Gunawan, J., 2018, April. Nursing qualification and
workforce for the association of Southeast Asian Nations economic community. In Nursing
forum (Vol. 53, No. 2, pp. 197-203).
McBride, P.E., 2019. Addressing the lack of mental health services for at-risk students at a two-year
community college: A contemporary review. Community College Journal of Research and
Practice, 43(2), pp.146-148.
Mora, L., van Sebille, K. and Neill, L., 2018. An evaluation of play therapy for children and young
people with intellectual disabilities. Research and Practice in Intellectual and
Developmental Disabilities, 5(2), pp.178-191.
Pashang, S., Khanlou, N. and Clarke, J. eds., 2018. Today’s youth and mental health: Hope, power,
and resilience. Springer.
Whitman, K.L., 2018. Personal perspectives on providing services to foster youth. New Directions
for Community Colleges, 2018(181), pp.81-90.

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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 Project
Task 1 – Communication Plan
Task 2 – Communication Plan
Email Task 3 – Volunteer
Feedback Filename:
CHC52015 Cluster 2 – Project – Task 3 –
Feedback 1 CHC52015 Cluster 2 – Project –
Task 3 – Feedback 2 CHC52015 Cluster 2 –
Project – Task 3 – Feedback 3
Task 4 – Feedback Summary and Strategies for
Improvement
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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FEEDBACK
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