Society and Diversity Assessment Workbook for CHC52015 Diploma of Community Services

This assessment workbook covers the units of competency CHCDEV002, CHCDIV003, and CHCCOM003 for CHC52015 Diploma of Community Services specialising in Case Management. It includes knowledge assessment and project assessment methods. 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.

CHC52015 Diploma of Community Services
Specialising in Case Management
Society and Diversity
Version 1.2 Produced 01 December 2020
Assessment Workbook

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Version control & document history
Date Summary of modifications made Version
16 January 2017 Version 1 final produced for
course launch. 1.0
01 June 2018 Removed link for KA Part 2 Question
22 Item B 1.1
01 December 2020
 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 through modularised training
packages to gain competencies.
THE BASIC PRINCIPLES OF ASSESSING NATIONALLY RECOGNISED
TRAINING

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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) Generational
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.
Ethnicity ii. Belongingness to a social group that has a common cultural
tradition.
Race iii. Used to define a group of people according to their common physical
characteristics.
Generational iv. This is characterised 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.
Sexual
identity 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.
Gender viii. The social identity of being male or female.
Religious 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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Heterosexual i. Person who is emotionally or physically attracted to the opposite sex
or gender.
Transgender 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.
Intersex 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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Unconscious bias refers to any association made between different quality such as gender, race
and culture without conscious awareness.
One of the big barriers to employees feeling included in workplace is lake of relatable role
models in senior positions.
Workplace who hire a culturally diverse range of employees may find that there are
communication problems amongst term.
Lake of access to information about the organization and service programs.
Misrepresentation of marginalized group in program tools. For example, flyers, brochures,
posters and videos.
Client or community group lacks trust in the service providers.
7. List the six (6) barriers to inclusivity in the workplace.

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Direct Discrimination Indirect Discrimination
Definition
Direct Discrimination happens
when a person or a group of people
is treated less favorably than
another person or group because of
their backgrounds or certain
personal characteristics.
Indirect Discrimination an
unreasonable rule or policy which is
the same across the board. It has
negative and unfair effect on people
who share a particular quality.
Examples
(Provide 2 each)
For example:
1. Recommendation from
youth workers is ignored by
senior staff workers.
2. An employer, supervisor or
co-worker treats another
employee unfairly based on
religion, age, ethnicity,
gender and skin color.
For example:
1. Requiring all job applicants
to have extensive years of
work experience in an entry
level job role.
2. It is occurring when
establishing rules and
regulations in the
organizational that are in
direct conflict with religious
beliefs.
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
There is a legislation that aids in ensuring that prejudice and
unfair treatment of other which may influence personal
behavior. Person include in a good environment and may tend to
look at their behavior as dominant to those of others and socially
acceptable for the majority.
Interpersonal behaviour
To establish good interpersonal relationship person, require to
learn about the other culture through personal interaction.
Person must see and reads about the other culture might be
different from the person who is living in that culture.
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
Perception is increase understanding and personal experience with
different cultures, perceptions can be based on more accurate
information rather than assumptions therefore potentially reducing
prejudice.
Social expectation of
self
A person’s social expectations of the self is explained as person has an
awareness of other cultures and they may expect themselves to be
more tolerant and sensitive. They may try to be more politically
correct when dealing with others and different culture.
Social
Expectation
of others
Social expectations of other is explained as person must have
awareness of others cultures that the natural tendency would be to
make a stereotype that can be negative or positive perception of the
culture. It is important to prepare program that are welcoming and
cultivate respect to different beliefs, opinion and ideas.

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a. List five (5) pieces of federal legislation that inform organisational policies and
procedures regarding discrimination in the workplace.
 Age Discrimination Act 2004
 Australian Human Rights Commission Act 1986
 Disability Discrimination Act 1992
 Racial Discrimination Act 1975
 Sex Discrimination Act 1984
b. Briefly explain how equal employment opportunity upholds human rights.
Guidance: Keep your answer to no more than 50 words.
Equal employment opportunity is prohibiting employers from discrimination against job
seekers. It is based on personal characteristics such as age, race, religion and sexual
harassment. These are upholding human rights that no person must be subject to any
form of discrimination.
b. Identify one (1) piece of legislation that upholds equal employment opportunity.
The Equal Opportunity Act 1984 is the legislation that seeks to ensure EEO in Western
Australia. It prevents discrimination on the basis of sex, material status and pregnancy.
c. List three (3) ways in which an organisation’s management can avoid the indirect
discrimination of their staff and clients.
 To prevent this, require to educate all workers about discrimination.
 Encourage workers to respect each other’s differences such as sex, races, age,
and culture.
 Deal with any complaints of discrimination punctually and confidently.
10. Answer the questions below regarding diversity practices.

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e. List two (2) cross-cultural communication strategies and explain how this can be
practised in the workplace.
 Avoid slang: Using slang or filler words can distract and annoy workers and
these can cause confusion. So, there should not any slang and idioms.
 Speak slowly: English is the common cultural language on a cross cultural
situation. It is not a good idea to speak at normal conversational speed.
Modulating in pace will help to speak clearly and pronouncing word properly.
Seek out culture specific knowledge of your customers: Cultural diversity provides a great
opportunity to learn from others and grow in humanity. Customer service representative should
be aware to such campaigns to be able to properly deal with members of communities targeted
for the business expansion.
Build relationships: There is need to open and honest communication which help to build a
good relationship with clients and developed people skills. These are the essential for getting
along with coworkers, contributing to a team and build understanding between others.
Recognize pattern for communicating: Effective communication help to understand needs,
desires, ideas and feeling of client. It is allows to share interest, concern and support which are
necessary for the making decision.
11. Cite three (3) ways an organisation can ensure they provide
effective and equitable activities to diverse clients.

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 Increasing societal, civil and economical participation- this principle is important to
maintain at workplace, treating everyone equally at workplace is important for
everyone growth. Everyone involvement in work is important for company growth as
well as the society growth. It also help in connecting everyone in the community.
 Building partnerships with main stake holders- it is important to build the partnerships
in order for development. As it is important to work every organisation together for
growth as well as to help the needy people. The main stakeholders include government,
organisation, as well as communities.
 Developed the plain services- In order to increase equality, it is important to provide the
plain services everyone at workplace. So, that people must work together without
discrimination. As well as working together can help in creating new and flexible ideas
to do work in a short time
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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The leader and managers are important for step-up the company culture. It is important to have
a leader or manager be a part of the company, as they integrate a variety of prospect into the
company. The leaders and
managers ensure effective and equitable activities to diverse client.
build a ancillary workplace as well as acknowledge everyone accomplishments-diverse
workplace along a side they embrace such diversity. They also know the roadmap of building a
supportive workplace such as organized the feedback mechanism, diversity- friendly insurance,
opportunity to connecting the outside people as well as embrace diversity in workplace is to
recognize the everyone's achievements.
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
 Unemployment is a condition in which person unable to get a job. Long term
unemployment refer to one who does not work for a long week. So, they cannot live a
comfortable life, they have to suffer regularly to full-fill their basic necessity such as
food, clothes, shelter.
 An individual who is unemployment for long term their skills may erode, due to lack of
use or practice and that erosion increases as time passes which decreases the chance of
finding the new jobs. In addition, the individual stress is increase which affect their
personnel or professional life.
 Sometimes the individual who is unemployed for long time, it might be chances to turn
to do a crime such as theft, kidnapping as well as drug trafficking because they think it
is the easier way to make a money.
a. List the five (5) observable classes in Australian society.
 Established affluent class
 Emergent affluent class
 Mobile middle class
 Established middle 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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 Establish working class

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b. Which social class or classes do a majority of Australians view themselves in?
Majority of Australians view themselves in middle class or middle working classes. It
includes Mobile middle class and Established middle class.
c. What are two (2) top reasons that Australians think are why people become homeless?
There are some reasons that Australians think people become homeless that includes
those people who are mental and have some health issues. Second reason for homeless
person is that who is drug addict or alcohol abuse.
d. Where do most Australians think the homeless sleep? Identify only the top answer.
Australians think that they sleep in supported accommodation for the homeless persons.
e. Where do most homeless Australians actually sleep? Identify only the top answer.
Homeless Australians are actually sleep on the streets, parks, squatting and staying in
cars.
f. Give three (3) reasons or factors that cause people to form stereotypes.
 Previous life experience about a specific individual or group of persons.
 External influences like family and friends.
 Influences by the media of a specific group in mass media including advertising.
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.
 Stereotypes can cause people to not learn about different religious, culture, races
because it is already developed an idea of that race, religion and culture. For
example, Japanese to the ninjas, sushi and further images. Person cannot try to
learn about Japanese culture.
 Stereotypes can command the way person treat a certain group of people, which
can be a positive or negative thing depending on the stereotypes. For example,
person which commonly homeless and it is possible this may be out of fear, this
can make the homeless feel powerless, helpless and angry.
 Stereotypes can also cause discrimination against definite social groups. For
example, during enquiry airport inspections middle Easterners may be subjected
to rigid.

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SOCIAL INSTITUTIONS WHY THESE ARE IMPORTANT TO AUSTRALIAN
SOCIETY
COMMUNITY Australians are the generous people and they love to being part
of communities and working with neighbors to improve lives.
It is an important source of social connections and a sense of
belonging.
FAMILY AS A SOCIAL
INSTITUYION
The family ideally attends functions for society. It is help to
socialize children, provides practical and emotional supports
to persons, regulates sexual reproduction and provides person
a social identity.
RELIGION AS A SOCIAL
INSTITUTION
Religion also serve several functions. It gives meaning and
purpose to life, stability and supports social unity. It is serves
as an agent of social control, promotes psychological and
physical well-being. It is also motivating people to work for
positive social change.
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
AUSTRALIAN MUSEUM The Australian museum is to bring the world’s culture to
Australia and represent Australia’s history and culture to the
world. Museums have the power to create unity on both a
social and political level.
SYDNEY OPERA HOUSE It is providing education and employment pathways for
aboriginal and Torres Strait Islander communities and
organization. It is supports the greater economic participation,
social inclusion and allows to increase access to diverse skills
and knowledge.
STATE LIBRARY OF NSW It is the biggest library in Australia and it is play a
fundamental role in society. It is providing the educational
programs, literacy programs to improve literacy levels of user.
The library is a world leader in digital preservation techniques.

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Inequality of outcomes is defined when an individual do not possess the same level of financial
condition or general living economical conditions. The individual inequality outcomes have
many effects such as lower population wide satisfaction and happiness, lower economical growth
as well as lower the rates of social goods. Inequality of opportunity is defined as when an
individual living in same society but do not have the access to the same opportunity. Some of the
example of inequality of opportunity is based on gender, financial conditions as well as
geography.The individual are affected by the inequality on a wide range as inequality affects
individual health as well as rise the social problems, inequality may increase the levels of
violence and mental illness. The inequality affect the society such as it lead to increase the poor
public health, increase the illiteracy as well as increase the crime in the society.
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.

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a. Factors that contribute to a client experiencing inequality while availing of social
services
 There is the following factor that contribute to a client experiencing inequality while
experience social services are mentioned below:
 The administration services, policies as well as procedures.
 The extent of services that are available to the client
 The staff member’s cognition towards the client compared to others.
 The quality of the services as well as the range of services the client receives.
b. How this experience of inequality can affect the client’s role in society?
The experience of inequality not only changes in the personal well-being of the client. It also
affects the individual role in the society. The inequality experience can cause an individual to
feel stress as well as anxiety. These stress and anxiety can disturb a person's from fulfilling
their role in the society.
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. Political Theory
Political theory is used to analyses political events and institution, concepts of justice,
rights and law. It is explaining the different aspects and elements of politics; the
shortcoming of the current political situation is pointed out. According to Gabriel
Almond and Sidney Verba there are three types of political culture.
 Parochial political culture
 Subject political culture
 Participant political culture
b. Economic Theory
Economic theory is the study of the movement of goods in a market, applying
principles and theories from economist and economic philosophers to arrive at
conclusions. This theory is guides their solutions on making changes in monetary
social policies. It is including that:
 Law of supply and demand
 Classical economics
 Keynesian economics
 Marxism
 Laissez Faire Capitalism
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
Federal Government It is consisting of the Australian Parliaments and this is
including that the Queen, Senate and House of Representative.
Republic Government It is a system of government that is subjected to the persons it
governs. Elections are carried out to make a leader and it may
be recalled by the citizens.
Economic Systems Description
Traditional Economic system Traditional economics produce products and services that are a
direct result of their principles, duties, societies and religious.
These are not a stable economics.
Command Economic System It is a large part of economic system that is controlled by the
centralized power. Centralized power includes the federal
government. This is regulating definite resources that the
country keeps in large amount.
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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Market Economic System Market economic system is an economic system in which
pricing of goods and services are guided by the interaction of
country’s individual business. The government does not take
control on such that resources. This help in the run the
economy and dictating supply and demand.
Mixed Economic System It is the mixture of market economy and command economy. It
is explained as the market is free of government control except
for some key areas.
Policy Decisions Impact on Community Work
Law legislation Discrimination on the basis of gender, age, race etc. needs
some strict legislation to effectively deal with such situation
and so as to have an equal platform for all kind of people.
There should be an equal opportunity regarding use of social
services, employment etc.
Management of risk Risk management is a process of predicting the possible risk
and designing the methods to avoid it. Risk management
process is conducted so as, if there is any kind of risk which
workers face they effectively can fulfill their duty of care. That
means effective actions are require to prevent legal issues that
may rise.
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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a. What is CMSA’s definition of a “case manager”?
The case management society of Australia is the sole demonstrative body of case management
in Australia. Case manager tern is used by the CMSA upon its inception in 1996 as a generic
term. It is explained as the individual whose primary role and function is the process of
management. It is also including in role in academia, health, education social and human
services.
b. Identify three (3) guiding principles that are relevant in upholding the safety of
clients.
 Support and maintain acquiescence with central, state, local and certification rules and
regulations.
 It will promote the quality outcomes and measurement of those outcomes which are
associated with case manager.
 It is requiring to assist with navigating the health care system to achieve successful
care.
c. Identify the six (6) primary steps in the case management process, as stated in the
CMSA Standards of Practice for Case Management.
 Client identification and selection
 Assessment and problem or opportunity identification
 Case management plan development
 Care activity implementation and coordination
 Case management plan evaluation and follow-up
 Case management plan termination
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.
 Achievement of targeted outcome or maximum benefit reached.
 Health setting changes.
 Loss or change on benefits.
 Client refuses further medical and psychosocial services.
 Client refuses further case management services.
 Determination by the case manager that it is not no longer able to perform or
appropriate case management services provide.
 Death of the client.

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Part 3: Workplace Communication Strategies
Political
In the term of legislation there are such
privacy laws which are associated with
command what information may be shared
with certain stakeholders and in what setting
or context.
Economic
Economic factor can affect the community
platform on which people communicates. It
developed economy may typically
communicate with electronic devices.
Social
Social factor affects the communication that
command the appropriate language when
speaking in a professional setting.
Technological
It is the platform of the communication
command the format length and sometimes
language of workplace communication.
23. Identifypolitical, economic, social, and technological factors
that 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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1. NGO Stakeholder:
Strength
Care- can provide desirable care to
single mothers.
Fulfil the financial needs: can fulfil
financial needs which are beyond the
reach of single mothers.
Weakness
Delay in service: large number of
people requiring services delay the
process
Opportunity
Job: can get a job to manage
financial issues
Threat
chances of molestation: can be a
victim of molestation or sexual
harassment
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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2. Church Stakeholder:
Strength
Financial donors: can get a financial
donor who can help with financial
crisis.
Weakness
Religion: A specific religion is given
priority.
Opportunity
education: church helps in providing
education and enhancement of
knowledge.
Threat
religion conversion: can be asked for
conversing the religion.
salvation army
3. Salvation Army Stakeholder:
Strength
Trustees and donation giver: can
provide required funds.
Weakness
Dominating environment: can face
excessive dominating.
Opportunity
employment: can get employment.
Threat
male environment: ratio of male is
larger than female.

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Aspect of
Communicatio
n
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
Confidentially law This can help to provide better protection to
client and avoid to sharing the personal
information to third parties.
b. Discrimination
Age Discrimination Act This can help in prohibits discrimination on
the basis of age and specially it is for the
protecting individuals over 40 years old
person.
c. Duty of care
Common law It is help in the situations where a person or
entity does something that might be
expected to impact the safety and well-being
of another person.
d. Mandatory
reporting
Children and young
person act
It is associated with the requirements for
selected classes of person to report
suspended child abuse and neglect
government authorities.
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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e. Informed consent
Australian law and
medical practice
It is help to the individuals and give right to
make informed decisions about their medical
treatment.
Special Communication Needs of Personnel- Written communication is the one of the
channels of communication which are appropriate for the workplace concern.
Organisational Processes and Hierarchy- Written and video conferencing is the channel of
communication can be best for the hierarchy
Official Communication Channels- Memos, Emails and bulletin boards are the good ways
to communicate information. It is easily method for all workers including clients.
Existing Organisational Protocols and Etiquette for Communication- In this type of
communication there is don’t use a speakerphone, politics are not welcome, do not copy the
whole team and take calls when you are online.
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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Office Emergency Protocols- It included written documents which provide the guidelines,
information and procedures that are require to immediate action.
Crisis Communication Plans- prepared statement, crisis communication team, media
procedure, designated company spokespersons are the good ways for the communication
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
Know several ways to coach The coach must learn about the several
coaching skills and feedback techniques.
A coach must use positive language to gain the
confidence of the person they are working with
Use constructive criticism when giving
feedback to the individuals about outcomes. It
do not agree with or ones that can be improved.
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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Ensure the individual goes away with
something specific they can do
Set goals and task for the individual to work
on.
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.
The mentoring relationship is based in the trust,
mutual respect and feeling.
Mentoring used constructive criticism when
giving feedback to the individual about
outcomes that do not agree with that can be
improved.
Mentoring is important in the help of the
identify goals and set challenges for the
mentee’s personal growth.
A mentor can help in the communication with
other so that the mentor is updated of the
mentee.
Mentoring should be a structure dialogue
where reflection is facilitated by the mentor.
A mentor should come up with a guide to a
structured reflection process so where both the
mentor and mentees concern are addressed.

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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 New Mothers Program.
Host / Organizer New Mothers Program.
Launch Date and Time 8th April 20xx at 9:00 am.
Location Cherry Grove Community Auditorium.
Target Audience New mother.
Mode of Delivery Traditional as well as digital 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
Newspaper There is an advertisement pages
in a newspaper for advertising an
article. It is distributed to every
house in morning
As this type of media
is cover the large
population as well as
it is expensive
media.
Radio. In Radio, the information is
carried across the space using
radio waves and distributed in
wide population.
As this type of media
is cover the large
population as well as
it is expensive
media.
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
Digital image digital media share their
information quite oftenly, it
shows to particular population
who visit their pages or web site.
The Digital media
cover the narrow
range of population
as it shows their
advertisement to
particular group of
people who access
their site or pages.
Web page Good effective wepage helps
build a strong online presence
and helps communicate quality
Web page cover the
narrow range of
population as it

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information to your consumers.
Today not having a website may
raise a question of its legitimacy.
shows their
advertisement to
particular group of
people who access
their site or pages.
3. Etiquette
Etiquette to be observed when posting or distributing traditional media
(List two (2) Do’s and two (2) Don’ts)
Do’s
while posting any advertisement read carefully, as the message is correct or not.
The information message should be transparent and attractive.
Don’ts
Don't post any advertisement when mind is unstable as printed massege cannot
be taken back once print.
Etiquette to be observed when posting or distributing digital 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- while posting any information on digital media sometime people critics so
much, it is important to handle the critics gracefully.
The information should be authentic and can be helpful for the needy
one.
Don't- The information should not contain any bad word as it influences bad
impact on population.
Don't share message or article without research or recheck.
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:
The three sources of information which are helpful in guiding to implementing
the campaign in market for the New Mothers Program are:
Audience- Before starting any program, it is essential to think about the
audience as whom is for this program. As this is the base for building the
foundation for any marketing campaign. So this campaign is for new mother and
new mother is the audience.
Content- After deciding the audience, content creation is begin such as blog,
social media post. Keep target audience focus and mentioning the point which is
require to be campaign point of view.
Promotion and organisation- when content is ready, there is need to show the campaign to
their audience by using the both promotional media as traditional as well as digital media. As it
cover the large population and have huge impact on the population.
5. Budget for Marketing
Dartboard $ 10,0000
Revenue percentage $ 15,000
Goal Budget $ 10,000
Return of investment $ 20,000
Total $ 1,45000

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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?
Who will you ask for a sponsorship from?
The sponsorship can be ask from the hospitals as well as from the business man
of the town as both of them are suitable to provide sponsorship in terms of funds
as well as required services such as personnels, equipments etc.
What are you asking from your sponsor?
From sponsorship, the volunteer is asking for funds along with the
services, as funds are required for providing the campaign a financial support
and services are required for gaining support for the effective functioning of the
campaign.
What are you offering in exchange for the sponsorship?
The campaign is offering sponsor's brand name to be displayed on the
advertisement platforms of campaign such as newspaper, social sites etc. In
addition to this, campaign will facilitate a marketing programme for sponsor in
order to promote his business or his brand.
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.
some of the success parameters for New Mother Program includes:
Good leadership- This is the essential parameters for any campaign or business
success. As leader guide the team or their responsibilities to guide as well as help
the team.
Good Communication skills of team- communication plays important role in
program success. As it also helps to attract the consumer as well as build the
transpirancy. It help in influence the population to follow the campaign along
with help in 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
The competitors and Conflicts of interest for the new mother program are:
Recovery from pregnancy and delivery
Disturbed nutrition
Fatigue as well as disturbed sleep
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: team head of communication
Subject: Assets design for New Mother Program
Message: Dear Volunteers,
Greeting from team head volunteers from the Cherry Grove, as a
team head want to ask from the volunteers to create as well as
design the assets for the new mother programmers such as posters,
flyers as well as pictures. As this asset will be helpful for marketing
the programmers. The programmers are for new mother who faces
some conflicts during new motherhood such as recovery from
pregnancy, disturbed sleep cycle, adjustment to breast feeding.
These programmers is beneficial to guide the new mother about
their health’s along with their babies health importance. The basic
audience of the program is new mother as well as the content of the
program is also focus of new mother along with the auditorium
theme. In marketing the campaign, both media can be beneficial to
attract the consumer. The media can be traditional media or digital
media such as newspaper, radio, web pages, web sites etc. The
traditional media can have distributed the information over a wide
range of population and digital media focus on particular consumer
and cover narrow range of population. The main objectives of this
campaign is to aware the new mother about the motherhood as well
as the changes they face after the delivery. It gives the complete
information about the motherhood as well as the babies care along
with their importance.

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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?
 Give 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
To: x volunteers,y volunteers, z volunteers
From: Team head of communication
Subject: Regarding instructions
Message:
Dear volunteers,
Greeting to all of the volunteers, from team head of communication. As all the
volunteers are from the Chery Grove, so all volunteers know this city very well. All
know about some conflicts which the new mother faces such as disturbed
sleepcycle as well as breast feeding adjustment to new born. All the volunteers are
aware about as which media is used for campaign and how much is benificial to
new mother. So as a team head want to inform the volunteers that they do not have
to implement any plan regarding the campaign but their duty is to collect the

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feedback regarding the communication plan. As all volunteers needs to ask some
queries to new mother regarding the campaign as well as the communication plan.
All the volunteers needs to get the feedback of some queries to new mother such as
ask them about effectiveness of communication plan, ask them about the
challenges or threat faces the communication plan, ask which platforms is most
benificial to the campaign as well as some review of communication plan.

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Feedback Ways to Improve
Baby health and nutrition In campaign include the complete information
as well as instructions to follow regarding the
care of the baby. A new born health is very
important for their growth and development.
Give instructions to mother regarding what to
eat or what not to eat as it directly affect the
baby digestion along with their health.
Contraceptive method Campaign should include the information of
contraceptive methods like condoms or
surgical methods like vasectomy for male or
tubectomy for female. Also include the age gap
require between another baby.
Mother's hygiene Campaign include some instructions regarding
the mother's hygeine as well as their
importance in new motherhood experience.
Need to sterile the instruments used during the
delivery of the baby as unsterile instruments
affects both mother as well as child. clean the
mother's private part before or after the surgery
as well as the c-section.
Diet chart Diet chart should be include in the blog or in
poster chart during the campaign. As mother's
during pregnancy or after the delivery have to
follow the strict diet for their baby growth. But
some mother's are not get the information
about the diet, so diet instructions must be
include in the campaign as well as must
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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provide some nutritious substance to mother
for free during the campaign, whom not able to
purchase.
Vaccination Schedule for baby Time to time campaign acknowledge the
mother's about the vaccination routine of the
babies. Provide the time or near hospital to
vaccination of the babies. Campaign provide
the vaccination list such as hepatitis A,B,C,
polio vaccine as well as tetanus

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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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