CHC33015 Certificate III in Individual Support (Ageing, Home and Community)

This Student Learning and Assessment Record Book 1 consists of formative and summative assessments based on CHC33015 Certificate III in Individual Support (Ageing, Home and Community) qualification from the CHC Community Services Training Package. The Assessment tasks are mapped to the competency standards and designed for all learners to complete.

STUDENT LEARNING and ASSESSMENT RECORD
Book One: Student Questions and Case studies/Scenarios
CHC33015 Certificate III in Individual Support (Ageing, Home and Community)
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Student Name:
Student ID No:
Unit Code and
Name:
☐ CHCCCS015 Provide individualised support
☐ CHCCCS023 Support independence and well being
☐ CHCCOM005 Communicate and work in health or community services
☐ CHCDIV001 Work with diverse people
☐ CHCLEG001 Work legally and ethically
☐ HLTAAP001 Recognise healthy body systems
☐ HLTWHS002 Follow safe work practices for direct client care
☐ CHCAGE001 Facilitate the empowerment of older people
☐ CHCAGE005 Provide support to people living with dementia
☐ CHCCCS011 Meet personal support needs
☐ CHCPAL001 Deliver care services using a palliative approach
☐ CHCCCS025 Support relationships with carers and families
☐ CHCHCS001 Provide home and community support services
Due Date of
Submission:
Actual Submission
date:
Extension date: ☐ Not Applicable
Type of
assessment [Tick]
☒Student
Questions
☒Case Study/
scenarios
☐ Observations ☐ Oral
questions
☐ Other
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
DICUSSIONS HELD [ Tick]
Nature of Assessment
☐ Summative Assessment or ☐Formative Assessment
☐ Purpose
☐ Context
☐ Evidence gathering method
☐ Location
STUDENT ACKNOWLEGEMENT
☐ I acknowledge that I have submitted all assessments in this unit of competency and they are my
own work.
☐ I have not copied any of my answers from others. I have read ALACC plagiarism policy and
agreed to abide by this policy.
☐ Other if any:
Student Signature Date
FEEDBACK SECTION
Assessment ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ Other
Assessor comments:
Students Comments:
ASSSESSMENT OUTCOME
Assessor Comments:
Final
Assessment
Result
☐ C / NYC
STUDENT DECLARATION
☐ I declare that I have received a fair, valid, reliable and sufficient feedback for my performance.
[Tick]
☐ I have received the feedback and outcome of the assessment: ☐ Yes ☐ No
[Tick]
Student ID Date
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
Student feedback:
Student
Name
Signature
ASSESSOR DECLARATION
I have ensured that this assessment [Tick]
☐ Complies with the assessment requirements of the relevant training package or VET accredited course;
and have conducted in accordance with the Principles of Assessment
☐ Fair
☐ Flexible
☐ Reliable
☐ And Rules of Evidence gathering,
☐ Valid
☐ Sufficient,
☐ Authentic
☐ Current
Feedback provided to the student [Tick] ☐ Yes ☐ No
Re-assessment Required [Tick] ☐ Yes ☐ No ☐ Not Applicable
Reassessment evidences collated [Tick] ☐ Yes ☐ No ☐ Not Applicable
Assessor Name:
Signature:
Date:
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
COPYRIGHT STATEMENT
All material in this course is,
unless otherwise stated, the property of ALACC Health College, Australia . Copyright and
other intellectual property laws protect these materials.
Reproduction or retransmission of the materials, in whole or in part, in any manner,
without the prior written consent of the copyright holder, is a violation of copyright law.
Users MUST not distribute such copies to others, whether or not in electronic form,
whether or not for a charge or other consideration
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
TABLE OF CONTENTS
Introduction...............................................................................................................................................................6
CHCCCS015 Provide Individualised Support............................................................................................................13
CHCCCS023 Support independence and wellbeing.................................................................................................24
CHCCOM005 Communicate and work in health or community services.................................................................34
CHCDIV001 Work with diverse people.....................................................................................................................42
CHCLEG001 Work legally and ethically...................................................................................................................52
HLTAAP001 Recognise healthy body systems.........................................................................................................59
HLTWHS002 Follow safe work practices for direct client care................................................................................72
CHCAGE001 Facilitate the empowerment of older people......................................................................................81
CHCAGE005 Provide support to people living with dementia.................................................................................90
CHCCCS011 Meet personal support needs............................................................................................................101
CHCPAL001 Deliver care services using a palliative approach.............................................................................110
CHCCCS025 Support relationships with carers and families.................................................................................119
CHCHCS001 Provide home and community support services...............................................................................129
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
Introduction
This Student Learning and Assessment Record Book 1 consist of formative and summative assessments based
on CHC33015 Certificate III in Individual Support (Ageing, Home and Community) qualification from the CHC
Community Services Training Package.
The Assessment tasks are mapped to the competency standards and designed for all learners to complete. As a
Certificate III learner, the student is required to be deemed competent in all the units of competency comprising
the CHC33015 Certificate III in Individual Support (Ageing, Home and Community) qualification.
Formative Assessment is undertaken in the class room in the form of Multiple choice /True and False questions.
Formative assessment provides developmental feedback to the learner on his/her current understanding or
skills.
Summative Assessment is the final assessment of the learner achievement which may lead to awarding of a
formal qualification.
For CHC33015 Certificate III in Individual Support (Ageing, Home and Community) qualification, summative
assessments include:
 Assessment 1: Student Questions (SLAR Book 1)
 Assessment 2: Case studies/Scenarios (SLAR Book 1)
 Assessment 3: Workplace Observation (SLAR Book 2)
 Assessment 4: Oral questions (Post placement)
These assessments give the student an opportunity to demonstrate adequate knowledge and skills as outlined in
the evidence guidelines stated within the Training package.
Students may seek assistance from a trainer if: the assessment is not clearly understood, if experiencing
understanding and comprehension of the questions; if unable to complete the assessment and require extension.
Assessment assistance may include (but is not limited to):
 One-on-one sessions with the trainer at a negotiated time.
 Additional resource material will be provided as needed to complete the assessment, e.g., books, audio
visual aids, access to internet and websites etc.
It is important that you do not lose this booklet, as without it you cannot
complete your qualification.
BRING THIS BOOK WITH YOU FOR THE TRAINER TO SIGN YOUR
ATTENDANCE FOLLOWING EACH LECTURE
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
Context of Assessment
(Purpose, Target Group, Methods, Outcomes)
This Assessment Resource consists of summative assessment(s) for students who are enrolled in CHC33015
Certificate III in Individual Support (Ageing, Home and Community) qualification comprising the following units of
competency:
CHCCCS015 Provide individualised support
CHCCCS023 Support independence and well being
CHCCOM005 Communicate and work in health or community services
CHCDIV001 Work with diverse people
CHCLEG001 Work legally and ethically
HLTAAP001 Recognise healthy body systems
HLTWHS002 Follow safe work practices for direct client care
CHCAGE001 Facilitate the empowerment of older people
CHCAGE005 Provide support to people living with dementia
CHCCCS011 Meet personal support needs
CHCPAL001 Deliver care services using a palliative approach
CHCCCS025 Support relationships with carers and families
CHCHCS001 Provide home and community support services
The CHC33015 Certificate III in Individual Support (Ageing, Home and Community) qualification comprises of 13
Units of competency including:
- 7 Core Units of Competency
- 6 Elective Units of Competency
Explanation of common terms used in Assessment Tasks:
 List = Simple dot point list
 Describe = Full outline of the issue, own words & referencing if appropriate
 Explain/discuss = Give reasonable argument to support the answer in your own words
 Demonstrate = Present, show or illustrate through example or action
 Observation = A passive or interactive means of determining how/why a task is undertaken (either in
workplace/ simulation environment)
 Formative Assessment= Formative assessment provides developmental feedback to the learner on his/her
current understanding or skills.
 Summative Assessment= Summative Assessment is the final assessment of the learner achievement which
may lead to awarding of a formal qualification. This will include Student Questions, Case study/ Scenarios and
Observation.
This Student Learning and Assessment Record (SLAR) Book 1 consists of Assessment 1- Student Questions
(open book) and Assessment 2- Case study/Scenarios (open book) which is knowledge based assessment for
the individual units in this course.
Additionally, the students are also required to complete Assessment 3-Workplace Observation in Student Learning
and Assessment Record (SLAR Book 2) and Assessment 4 – Oral questions (Post placement).
The Workplace observation involves tasks and activities which students are expected to undertake at the
simulated work environment and/or workplace. The purpose is to assess the skills of students and a record is
maintained in the Student Learning and Assessment Record (SLAR) Book 2.
Please note:
The students will be required to satisfactorily complete Assessments 1, 2,3 and 4 to be deemed Competent in
each Unit of competency comprising the course.
Please see Recording & Reporting Requirements for more details.
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CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
ASSESSOR INSTRUCTIONS
Reasonable Adjustments
It should be noted that the assessor should account for reasonable adjustments to ensure that all students are treated
equally in the assessment process.
This may mean Assessors may need to:
 Ensure learning materials & methods are easily accessible & understood
 Adapt the physical environment and equipment
 Make adjustments to the procedures for conducting assessment
 Make adjustment to the evidence gathering.
These adjustments should not alter the expected standard or outcome of performance specified within the unit of
competency/s.
Range & Conditions
Assessor Qualification:
Required to hold a TAE40110 OR equivalent.
Location:
ALACC Health College, Australia
Workplace Environment
Simulated Learning Environment
ALACC library or computer facility
Other premises such as Students own home or Public Library.
Time:
The Assessor will advise the student of the timeframe and due date required for completion of each assessment. (See
Student Instructions for details)
The questions and case studies can be completed after the theory class is undertaken for the specific unit of study.
The student will be required to complete theory components of this assessment task before undertaking observation tasks
in the workplace. However, there are questions that can be completed during practical placement.
Final Result:
The student’s final result for the unit is determined when they have successfully completed Assessments 1 and 2 and
demonstrate competency in and application of the required skills and knowledge in Assessment 3 and 4.
Materials and Resources
Materials and resources required by the Assessor:
Assessment tool and Model answers, refer to individual assessments for details
Materials and resources required by the Student:
Please refer to individual assessments for details
Assessor Intervention
Assessor intervention needs to be considered, as too much support provided may indicate that the competency has not
been demonstrated independently by the student.
Where work health and safety issues present, the assessor should follow the relevant organisation’s policy & procedures.
The student may seek clarification from the assessor to assist with completion of the questions and case studies/scenarios.
Assessor intervention may include verbal prompts & sequential questioning.
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Student Questions and Case Studies/Scenarios
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Plagiarism
The students should ensure that the responses submitted is their own original work, with appropriate
acknowledgment of the author or source. Plagiarism will result in the responses being marked as Not
Re-assessment and Appeals
Re-assessment: In the event that the student responses are deemed as not satisfactory they will be provided
an opportunity for correction. If re-correction is required on more than one occasion, this may result in re-
assessment. The student will be required to meet the Course Manager and Director of Studies to discuss
these details.
A student can request to reconsider an assessment decision made by the college in accordance with the
ALACC complaints and appeals policy. All appeals are managed by the Director of Studies.

CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
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Recording and Reporting Requirements
In Accordance with ALACC Assessment Policy the assessor must:
 Record the assessment outcome in the Student’s “Training Plan and Summary of Competencies Achieved”
in Student Learning and Assessment Record Book 1.
 Maintain records of the assessment procedure, evidence collected and the outcome
 Provide signed and dated assessment outcomes to the Administrative Assistant of competencies achieved
for each unit
 Maintain the confidentiality of the assessment outcome
Assessment Result formats to be used by Assessors when making a judgement on competency
outcomes:
CT Credit
Transfer  In Accordance with ALACC Assessment Policy (provide the link or Policy number)
the assessor must:
 Apply for Credit transfer on the appropriate form from reception.
 The student must attach the evidence of unit(s) completed with the application
form.
 Record the assessment outcome in the Student’s “Training Plan and Summary
of Competencies Achieved”
 Maintain records of the assessment procedure, evidence collected and
the outcome to be kept on student file.
 Maintain the confidentiality of the assessment outcome
 The student to be given a copy of the credit transfer assessment. Reference
policy.
RPL Recognised
Prior Learning
The process where credit can be given towards a course based on skills attained through
employment and/or life skills. Current competence needs to be demonstrated. Evidence
is required Reference policy
WD Withdrawn
No Penalty
A result given when a student formally withdraws from a unit.
The student is required to request for withdrawal in writing and within the time frame set
by ALACC Reference policy
SC Satisfactory
Completion Student has demonstrated the necessary knowledge and skills for each task.
NSC
Not
Satisfactorily
Completed
Student cannot demonstrate the necessary knowledge and skills for each task and
therefore requires further assistance to support the identified gaps.
The course managers will organise with the student re-Assessment to be undertaken.
C Competent Student has demonstrated the necessary knowledge and skills for and the ability to apply
them by completing the set assessments.
NYC Not Yet
Competent
Student has not yet satisfactorily completed the set assessments and cannot
demonstrate the skills and knowledge for each task.
The student therefore requires further assistance to support the identified gaps and will
be required to undertake the Unit of Competency again.
For further information on record management and reporting requirements, refer to the following in the “Policies
and Procedures” manual:
 Records management
 Completions
 Backup and storage
 Statement of Attainment
 Information handling
 Student Access to Records

CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
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Decision Making Rules
In accordance with ALACC Assessment Policy the assessor must:
 Establish and oversee the evidence gathering process to ensure its validity, reliability,
fairness and fl exibility
 Collect appropriate evidence and assess this against the Elements, Performance Criteria,
Range Statement and Evidence Guide in the rele vant Units of Competency
 Evaluate evidence in terms of the four dimensions of competency task skills, task
management skills, contingency management skills and job/role environment skills
 Incorporate allowable adjustments to the assessment procedure withou t compromising the
integrity of the competencies
 Evaluate the evidence in terms of validity, consistency, currency, equity, authenticity and
suffi ciency
 Consult and work with other staff in the assessment process
 Record details of evidence collected
 Make a judgement about competency based on the evidence and the relevant Unit[s] of
Competency.
Guidelines for Assessors.
 Refer to model answers for assessing the student responses.
 The model answers are provided as a reference only. The answers may vary based on
individual experience and the assessors are required to take this into consideration and
make reasonable adjustments.
 If re-correction is required on more than one occasion, this may result in re -assessment. The
student will be required to meet the Cou rse Manager to discuss these details.
Specific Rules for individual Student Assessments
For the student to be deemed “Competent” in the Unit; the student will be required to provide evidence and
satisfactorily complete all three assessment requirements for the Unit of Competency as outlined below:
Assessment 1(Student Questions) and Assessment 2 (Case Study/Scenarios) in SLAR Book 1: -
addresses knowledge evidence of specific units
 All written questions must be answered to demonstrate good knowledge and understanding of the topic for
Satisfactory Completion (SC) of this assessment task.
 The student must sign the “Student Declaration” at the end of the Assessment.
 In the event the response to the specific question(s) is not adequate the student will be provided with an
opportunity to demonstrate further knowledge and understanding of topic. The assessor will contact the
student to discuss the details if needed.
 Satisfactory completion of this task will contribute to the final competency in the Unit.
Assessment 3 (Observation) in SLAR Book 2: addresses required performance evidence for
specific units
 Please refer to Assessor Instructions Section in Student Learning and Assessment Record Book 2 for details
Assessment 4: Oral Questions addresses required knowledge evidence for specific units
 All oral questions must be answered correctly for Satisfactory Completion (SC) of this assessment task.
 In the event the question is not answered correctly the student will be provided with an opportunity for re-
correction. The assessor will contact the student to discuss the details.
 Satisfactory completion of this task will contribute to the final competency in the Unit
To achieve Final competency:
For the student to be deemed “Competent” in the Unit/s; the student will be required to
satisfactorily complete all assessment requirements for the Unit of Competency including
Assessment 1 Student Questions, Assessment 2 – Case study/scenarios, Assessment 3 – Skills
Assessment/ Observations and Assessment 4 – Oral questions.

CHC33015 Certificate III in Individual Support (Ageing, Home and
Community)
Student Questions and Case Studies/Scenarios
2020-01
STUDENT INSTRUCTIONS FOR ASSESSMENT 1 AND 2
Please read these instructions before commencing the assessment task
Please note Plagiarism will result in the responses being marked as Not
Satisfactory (Refer to Plagiarism policy available at www.agedcare.net.au)
 This is an open book written assessment. The student is required to provide written responses in the space
provided after each question.
 For Assessment 1 and 2 (in SLAR Book 1), all responses must be written with a black or blue pen in a clear and
legible manner.
 After completing the Assessments 1 and 2, the student will be required to sign the “Student declaration”
(Assessment Cover sheet), declaring it is their own work.
 Students are required to keep a copy of their assessment before submitting to the Assessor for marking
 Incomplete and/or inadequate responses will be returned to the student for further completion.
 All questions must be completed thoroughly and comprehensively for Satisfactory Completion of this
assessment task.
 Satisfactory completion of all questions will contribute to the final ‘Competency’ in each individual Unit of
competency.
 Assessment assistance is available by appointment.
Please note: Multiple choice and True & False questions are a formative assessment in the same SLAR Book 1
and assist you to check your progress and understanding. The formative assessments will be completed during
class as an open book assessment.
Explanation of common terms used in Assessment Tasks :
 List = Simple dot point list
 Describe = Full outline of the issue, own words & referencing if appropriate
 Explain/Discuss = Give reasonable argument to support the answer in your own words
 Demonstrate = Present, show or illustrate through example or action
 Observation = A passive or interactive means of determining how/why a task is undertaken.
 Definition of Formative assessment
Formative Assessment= Formative assessment provides developmental feedback to the learner on his/her
current understanding or skills.
 Definition of Summative assessment
Summative Assessment= Summative Assessment is the final assessment of the learner achievement which may
lead to awarding of a formal qualification.
Required materials and equipment:
Black or blue pen, Computer/ Laptop, Internet, Wi-Fi (can be accessed at ALACC)
Resources required : Refer to Unit outline/s in ALACC Student Resource CD
Range and condition
Location:
 The student can complete this assessment task in a flexible manner either at ALACC Health College, Australia
or at any other premises according to your convenience.
Time:
 The Assessment 1 (Student Questions) and Assessment 2 (Case Study/scenarios) should be completed within
3-4 weeks of attending the theory and practical placement. Assessment 3 will be completed at work
placement and where relevant in simulated environment. (See SLAR Book 2 for details). Assessment 4 is
conducted during post placement sessions on completion of practical placement. In the event of any delays,
the student is to contact the Course Manager.
Assessor intervention:
 The student may seek clarification from the assessor to assist with completion of the task.
 Assessor intervention may include: verbal prompts & sequential questioning.

Student Questions and Case Studies/Scenarios
CHCCCS015 Provide Individualised Support
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CHCCCS015 Provide Individualised Support
UNIT SUMMARY
This unit describes the skills and knowledge required to organise, provide and monitor support services within the
limits established by an individualised plan. The individualised plan refers to the support or service provision plan
developed for the individual accessing the service and may have many different names in different organisations.
This unit applies to workers who provide support under direct or indirect supervision in any community services or
health context.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1
What would you do (as your duty of care) if part of
a person’s individualised plan requires support with
a task that is outside the scope of your own
knowledge, skills or job role?
☐ a) Try to implement the aspect of the plan
regardless of your skills and knowledge
☐ b) Seek appropriate support from another source to
help with the implementation of that aspect of the
plan
☐ c) Do nothing, let the person implement the part of
the plan alone
☐ d) All of the above
2 What would you do (as a part of duty of care) if
there are aspects of a person’s plan that need to be
reviewed and maybe changed?
☐ a) Report the review requirements to a supervisor
☐ b) Implement changes without consulting a
supervisor
☐ c) Do nothing
☐ d) All of the above
3 What action would you take to monitor support
activities?
☐ a) Gather feedback from the person
☐ b) Gather feedback from family and carers
☐ c) Make observations
☐ d) All of the above
4 Written reports you give to a supervisor come in
the form of:
☐ a) Progress reports
☐ b) Case notes
☐ c) Care plans
☐ d) All of the above
☐ e) None of the above
5 When completing documentation and reporting you
need to ensure that you:
☐ a) Comply with the organisation’s reporting
requirements
☐ b) Complete documentation according to
organisation policy and protocols

Student Questions and Case Studies/Scenarios
CHCCCS015 Provide Individualised Support
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☐ c) Maintain documentation in a way that is
consistent with reporting requirements
☐ d) File documentation in accordance with policy
and protocols
☐ e) All of the above
6 Individualised planning is based upon:
☐ a) Client's strengths, interests, health and
emotional wellbeing and self determination
☐ b) Doctor’s visiting requirements
☐ c) Facilities available within the organisation
☐ d) All the above
7 Adult education as a part of an individualised plan:
☐ a) Supports skill development and/or
maintenance
☐ b) Promotes a sense of freedom
☐ c) Helps to overcome segregation
☐ d) All of the above
8 Monitoring of support activities may include:
☐ a) Feedback from person, family, carers and other
interested people
☐ b) Observations
☐ c) Requests
☐ d) All of the above
9 Support activities that are being implemented as
part of a person’s individualised plan should be
monitored to:
☐ a) To determine the level of client participation
☐ b) To determine which aspects of the client need to
be reviewed
☐ c) To determine changes in client’s blood pressure
and weight
☐ d) Both a) and b)
☐ e) Both a) and c)
10
From whom should you seek assistance when it is
not possible to provide appropriate support to the
aged person?
☐ a) Supervisor
☐ b) Manager
☐ c) Co-workers
☐ d) Family
☐ e) All of the above
11 Some report writing points that you need to keep in
mind when completing progress notes are:
☐ a) Concise and complete information
☐ b) Ensure it is signed (Signature, print name and
designation)
☐ c) Complete all details Date, time
☐ d) Any errors should be indicated with a strike
through the error and initialled
☐ e) Both a) and b)
☐ f) All of the above
12
When you are providing assistance to a person to
help maintain a safe and healthy environment,
what would you do if you identify situations of risk
or potential risk:
☐ a) Report to the supervisor
☐ b) Take action under own level of responsibility
☐ c) Ignore the risk
☐ d) Both a) and b)
☐ e) All of the above

Student Questions and Case Studies/Scenarios
CHCCCS015 Provide Individualised Support
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SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1. List three (3) tasks that you are required to do as part of your role.
Three tasks which is essential for me to conduct as a part of my role include, taking regular
feedback form family and carers, undertaking proper observations and formulate effective
progress reports and care plans and conduct documentation as per according to organizations
protocols and policy.
2. Give two (2) jcexamples of practices that support skills maintenance and development.
In order to effectively support maintenance and development regular feedback from
clients and superiors are required to be take. In addition to this, it is essential to
make sure that care plan.
3. It is important that you ensure your clients are aware of their rights. Give four (4) examples of what rights
a client may have.
It has been evaluated that it is essential to make sure that clients are fully aware with their rights. It
is one of the most important practice that are required to be ensure by care provider to consider.
This is being underlined that client is having right related to having medical setting. In addition to
this, they also have right to refuse treatment furthermore one of the most important right that a
client posses is related to right to respect, privacy, safety, participation and access feedback.
4. Outline a complaints procedure that may be in place within an organisation.
It is essential for an organization to have an effective complaint procedure in an organization. It
has been evaluated that an efficient form of complaints procedure must be entitled with the
following factors that are accessibility, simplicity, time scales, acknowledgment, Independence
and confidentiality.
5. a) Give three (3) examples of the actions and activities that can support a client’s individualised plan.
b) Why is important to promote a client’s independence and their right to make their own decisions?
(a) It is important to support a client's individualized plan in an effective manner for there are
some certain form of actions as well as activities that are required be effectively consider. In this it
is important to have assure that there is non-judge
support, respect of individual difference, courtesy and proper observing and listening practices
being consider.
(b) According to the evaluation it has been underlined that it is important to effectively promote
client's independence as well as their right to formulate their own decisions as it will lead them
towards feeling sense of well-being and self worth.

Student Questions and Case Studies/Scenarios
CHCCCS015 Provide Individualised Support
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6. Why should you arrange support in line with organisation specifications?
It has been determined that it is important for me to arrange support in line with company
specifications as it offers an effective and systematic road map for conducting daily basis
operations in an effective manner. In addition to this by arranging support in line with
organization specifications assurance of compliance with regulations and laws can also being
ensure that further provide proper guidance of the process of decision making.
7. Why should all exchanges with clients be respectful and develop trust?
As per the analysis it has been identified that all exchanges with client must be in a respectful
manner and are also required to develop trust with them. As trust effectively allows towards
mutual respect, open communication, autonomy and effective collaboration. Furthermore, it has
been underlined that development of trust with clients plays most important factor as it formulates
efficient form of relationship that facilitate towards accomplishment of all the stages in a well
define and effective manner.
8. Why is it important to respect and include a client’s family and/or carer as part of the support team?
In context with support team, it has been evaluated that is is essential to respect and include family
or carer of client. It will facilitate towards assuring effective support for client's in their recovery
process. Furthermore, it has been underlined that by including family plays an essential role as it
allow support team to have access of insights and valuable knowledge about clients. With the help
of taking effective information or resources speedy recovery can also be assured
9. Why should you contribute to a safe and healthy environment? Give three (3) reasons.
It has been evaluated that it is important to have effective contribution towards healthy and safe
environment as with the help of this prevention and risk can be reduced at some extent. In addition
to this, it has been underlined that safe and healthy environment also lead towards reducing
chances of any harm or errors that can occur to patients during their provision of health care. One
of the most important reason to contribute in safe and healthy environment is that it effectively
increase effectiveness of delivering quality essential health services.
10. List four (4) different ways in which you can maintain a clean and comfortable environment for your
clients.
There are numerous ways through which maintenance of comfortable and clean environment for
clients can be made. For this, by ensuring that food preparation and storing is one of the
effectively way through which comfortable environment to clients can be provided. Along with
this, by having own good personal hygiene and establishment of health and safety management
system also proves to be an effective measure through which clean and comfortable environment
can be offered to clients. Lastly, by building rapid response system and development of safety
compliance plan comfortable environment can be provided to clients.
11. How can you monitor your own work to ensure the required standard of support is maintained?
In order to make sure that own work is being done with required standard of support it is essential
for me to have right attitude towards my work and access my performance against job standards.
In addition to this, I can also access my work with having regular feedback from my seniors,
superiors and peers.
12. Why should you involve clients in discussions about how your support services are meeting their needs?
It is essential to involve client's in the process of discussions related to the manner in which how

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support services are meeting their needs, as it will lead towards facilitating communication
through which understanding of clients experience can be undertaken. In addition to this, it will
also help in providing them with effective treatment and empathy through which they can be
treated in a comfortable manner.

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13. Why could it be beneficial to discuss reviews and changes of the individualised plan with both the client
and the supervisor?
It is important to effectively discuss changes as well as reviews of individualized plan with both
supervisor and client as with the help discussing plan with clients proper clarification about their
pathway or preferences can be undertake. While on the other hand by discussing the changes and
reviews of the plan with supervisor more efficient opportunities can be welcomed.
14. Briefly describe the following rationale and processes underpinning individualised support planning:
Principles of person-centred practice
Rationale behind the principle of person centered practice in context with individualized support
planning is to offer treatment of individuals with dignity, respect and compassion. Along with
this, this practice also aim towards proving coordinated treatment, care and support to individual
in addition with satisfying them with personalized support and care.
Strengths based practice
The strengths-based approach is about recognizing, mobilizing, capitalizing on and developing a
person's strengths to promote health and facilitate healing. It is a means of empowering not only
patients and their families, but also clinicians, practitioners, leaders, and managers. It has been
evaluated that one of the most important advantage of this approach is that it lead towards
improved resilience as well as the overall function of the person in their family and community.
Active support
This form of support is mainly related to providing right amount of support to an individual with
disability. In this the amount of support is not too much or too little. Furthermore, it has been
evaluated that by taking advantage of this form of support person with having a disability can be
effectively empowers towards doing things by themselves whenever it is possible.
15. Give two (2) examples of the roles and responsibilities of the following different people and the
communication between them:
Carers and family
It has been evaluated it is important to maintain formative relationship among carers and family
as with the help of this, proper care can be provided to clients. As it has been assured that with
the assistance of taking information or feedback from family and carers clients can be treated in a
more effective manner.
Person being supported
These individuals are responsible to tell each and every information related to
treatment. As with the help of this health care professional can effectively able to
treat them in an effective manner.
Heath professionals
They are having responsibility which is related to making sure that all the activities are being
conducted as per the set standards and laws. Along with this it has been underlined that health
professionals are also responsible to assure that proper treatment are being provided to each and
every individual without any form of discriminated practices.
Individual workers
According to the analysis it has been underlined that individual workers having most important
responsibility which is related to taking feedback from clients and provide effective as well as
healthy environment to clients. This will effectively aid in offering them proper treatment.
Supervisors
Superiors are having most important responsibility which is related to providing
regular feedback to junior and making sure that treatment process is being
conducted in an effective manner. In addition to this, they are also having most
important responsibility which is associated to making sure that associated parties
are conducting their operations with efficient resources.

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16. Give four (4) examples of service delivery models relevant to the ageing and community services sector.
A service delivery framework is defined as a set of standards, constraints, principals and policies
with the the help of which proper guidance can be undertaken for the deployment, designs,
operation and retirement of services that are being delivered by service provider. Main aim behind
this to make sue that service is being offered to specific user in an effective manner. Furthermore,
it has been determined that with the help of service delivery models proper management of service
can be undertaken through which one can make sure that they are meeting needs of clients in
effective manner. There are different type of examples of service delivery model such as
metropolitan community palliative care service, palliative nurse consultancy service and palliative
rural telephone advisory service through which services can be effectively offered in aging and
community sector.
17. Briefly describe your understanding of the following legal and ethical requirements and their application
in an organisation:
Confidentiality and disclosure
It is one of the most important ethical or legal requirements that are required to be consider. As it
allows clients with a right to keep his or her health information safe or private. While on the other
hand if it is talked about confidentiality it is mainly defined as a duty of anyone entrusted with
heath information in order to keep information private. This is an essential law that promote
strong mechanisms practices within organization or healthcare center. It has been evaluated that
in context with healthcare confidentiality practices makes sure that medical practitioner or doctor
does not have any right to reveal the information said by clients. Negligence of this law will lead
towards facing many legal penalties and obligations.
The Aged care reforms and human rights approach
A human right approach is mainly implemented in order to makes sure that formative set of
principles in being implemented in order to set baseline for human rights protection.
Furthermore, this has been underlined that with the assistance of this approach significant
improvements can be made in service delivery standards.
Antidiscrimination
Discriminatory practices can lead towards many negative consequences. It has been evaluated that
organization is required to make sure that there is no unfair treatment being given to employees or
clients. In order to ensure that no individual get discriminated on any basis it is essential to
undertake advantage of many anti discriminatory strategies and policies. Furthermore, this has
been evaluated that it anti-discriminatory law is one of the most important legislation that are
required to be adhere by an entity in order to protect classes and groups.
Mandatory reporting
This is an essential law especially in healthcare practices in which heath care
professionals are required to report to particular authority. Main aim behind this is
to improve public and patient safety. With the help of this exposure of clients
towards risk can be reduced. Furthermore, it has been evaluated that it is one of the
most important form of legislative requirement that are required to be implement by
entity.

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ASSESSMENT 2
Case study: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Ellen is a 45-year old woman who lives in supported accommodation following a workplace accident that left her
with physical disabilities and an acquired brain injury.
Your role today, is to assist Ellen to get ready to attend a doctor’s appointment and then to go to lunch with a
friend. Ellen is able to transfer from bed to chair and into her wheelchair using grab rails and bars. She uses a
wheelchair when she goes out of the house, as she has little strength in her legs and cannot walk without leaning
very heavily on supports. Her acquired brain injury has left her with some speech difficulties and word finding
difficulties. She also has difficulty in taking in large chunks of information all at once.
In order to help her get ready, you are to supervise her transfer from bed to wheelchair to shower chair. While she
showers independently, you are to prepare her chair and towels. Once she has completed showering you are to
assist her to choose appropriate clothing, help her to get dry, dressed and groomed and, finally, assist her to
prepare her breakfast.
(Source: The Australian Carer, by Helen Croft)
1 How would you confirm the procedures you are going to use in providing support to Ellen?
By taking assistance from department heads and seniors.
2 How would you encourage the client to actively participate in her care and identify her preferences where
possible?
By telling her real life example and the manner in which they get effectively cured by
practicing systematic measures.
3 Why is important to meet the criteria stated by the plan, the client and the organisation, when providing
care to the client?
It is essential to meet the criteria stated by the plan, organization and the client when
offering care facilities as it allows to perform under authorized legal standards
without no risk.
4 Give three (3) examples of equipment that you may be required to assemble to assist the client.
(a) Pressure relieving mattresses and cushions.
(b) Some types of wound and trusses dressings.
(c) Appliances for colostomies.
5 Give three (3) examples of how you can maintain dignity and privacy when providing support for the client.

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1. By trying to show them that I am providing them some privacy.
2. Involving them in decision related to their care.
3. Respecting personal space and possessions.
Scenarios
An elderly client is adamant that they want to continue to make their own meals rather than have a worker come
in to do it. They have an unsteady hand and have previously burnt and cut themselves. You know that it is unsafe
for them to continue making their own meals but need to respect their wishes.
1 a) What is duty of care?
b) What is dignity of risk?
a) Duty of care is defined as a legal obligation in order to make sure that individual or
property does face harm.
b) Dignity of risk is termed as the self-determination as well a right to undertake
reasonable risks.
2 In the scenario outlined above, What would you do? How would you balance the duty of care requirements
with the dignity of risk requirements?
In order to manage elderly client while respecting their wishes and maintaining
balance of duty of care requirements with the dignity of risk requirement a worker is
being authorized to be with client 24/7. In this I will encourage client to cook by
himself while taking support of worker.
3 Why is it important to find a balance between duty of care and dignity or risk when providing support to a
client?
It is essential to find a formative balance among duty of dignity and duty of care or
risk in order to provide support to client in order to provide care to client in an
effective manner while complying to all the standards.
Mr. Mesic is a 70-year old Croatian man who has arrived at your facility for admission. Mr. Mesic is accompanied by
his son as Mr. Mesic’s English is limited. His son tells you that Mr. Mesic often complains of a sore hip but you are
to ignore it as it is an old injury.
When you are helping Mr Mesic to unpack, you discover several bottles of pills. You ask Mr Mesic about them he
tells you they are ‘vitamins’.
(Source: The Australian Carer, by Helen Croft)
4 a) List three (3) examples of aspects within the individualised care plan that may need reviewing.
b) Why is it important to review these aspects of the individualised care plan regularly? PC 3.3

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5 Identify a potential or actual risk in this scenario.
Main risk which is being duly identified in this scenario is handling of equipment like
beds, wheelchairs, work related stress and mattresses.
6 What are the risk management considerations and ways to respond to risks identified?
Lifting, moving and supporting patients, handling and moving equipment like
wheelchairs, beds, mattresses and work related stress. These can be respond with
the help of day to day review, proper consideration and comply with risk standards.
7 Identify additional care/support needs that Mr. Mesic may have due to limited ability to speak and understand
English. How will you respond to these needs?
By providing nurse 24/7 who can also understand sign languages.
8 Why is it important to refer and report signs of additional and unmet needs?
It is important to refer and report signs of additional and unmet needs and it will lead
client to become anxious, violent, sad, depressed, bored, agitated and angry.
It is your first day at work. Your buddy asks you to make a resident’s bed. You found the resident on the floor in
his bathroom. He has a head injury and complains of severe pain.
9 List your organisation’s formal and informal reporting requirements for this incident.
Formal requirements include providing detail to department manager while including
details like, type of incident, Address, date of incident, name of affected individual,
narrative description of the incident.
While on the other, hand information reporting include making call to nurses and
physicians.
10 Why should you ensure you comply with your organisation’s reporting requirements? Give two (2) reasons.
1. To remain valuable among clients.
2. Prevent to get involved in legal penalties and restrain of operations from
authorized government authorities.

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11 What could happen if no standard sign of format was applied to your workplace documentation?
If there is no standard sign of format applied to workplace documentation then it will
lead towards failure of acceptable standards of government and industry.
12 Who is responsible for filing documentation in your workplace?
Associate Director: Well-being & Employee Benefits is responsible for filing
documentation.
13 How will you maintain confidentiality and privacy of the person in all dealings within the organisation policy
and protocols?
Creating confidentiality and policies agreement

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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

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CHCCCS023 Support independence and wellbeing
UNIT SUMMARY
This unit describes the skills and knowledge required to provide individualised services in ways that support
independence, as well as, physical and emotional wellbeing.
This unit applies to workers in a range of community services contexts who provide frontline support services within
the context of an established individualised plan.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1 When working with a person to support them to
engage in social networks and the wider
community it is helpful to firstly:
☐ a) Confirm the person’s social and recreational
preferences
☐ b) Identify a possible social network appropriate for the
person
☐ c) Persuade them to join your favourite social network
regardless of their preferences
☐ d) Both a) and b)
2 People that you are supporting may be:
☐ a) Veterans/war widows
☐ b) Older people
☐ c) People with disabilities
☐ d) All of the above
3 When supporting a person to engage in the wider
community you would:
☐ a) Encourage the person to attend social activities
involving their social networks
☐ b) Encourage the person to attend social activities that
would help develop their social networks
☐ c) Persuade the client to attend social activities they have
no interest in
☐ d) Both a) and b)
4 Networks may include:
☐ a) Advocates
☐ b) Family and friends
☐ c) Veteran’s/war widow organisations
☐ d) Clergy and pastoral
☐ e) All of the above
5 Cultural preferences may include:
☐ a) Dress and dietary observance
☐ b) Festive observances
☐ c) Need for interaction with cultural community
☐ d) All of the above
☐ e) None of the above

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6 If you were to be non-judgemental and respectful
of people’s individual differences you would:
☐ a) Avoid imposing your own attitudes regarding sexuality
on others
☐ b) Respect different spiritual expressions of sexuality
☐ c) Both a) and b)
☐ d) None of the above
7 What would you do if you recognised unmet
needs relating to sexuality and identity?
☐ a) Ignore what you recognised
☐ b) Refer the person you work with to an appropriate
person who is a specialist in this area
☐ c) Both a) and b)
☐ d) Let the person deal with it by themselves
8 When completing documentation, you must
ensure that you:
☐ a) Comply with reporting requirements
☐ b) Complete documentation according to policy
☐ c) Maintain and file documentation according to policy
☐ d) All of the above
☐ e) None of the above
9 The basic requirements of good health include:
☐ a) Diet and exercise
☐ b) Lifestyle and adequate rest
☐ c) Oral health and hygiene
☐ d) All of the above
True or false questions PLEASE SELECT THE CORRECT ANSWER
10
It is important to respect a person’s privacy, be
culturally sensitive and encourage a person’s
participation in cultural and spiritual practices. ☐ True ☐ False

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SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 List six (6) examples of aspects of a client’s wellbeing that may need to be supported.
Mentioned below there are mainly 6 aspects of client' s well being that are need to
be supported:
1. Mental and physical illness.
2. Factors in the physical and social environment.
3. Productivity.
4. Social contentedness.
5. Healthy behavior.
6. Continuous learning.
2 In what ways can you recognise and respect social, cultural and spiritual differences? Give three (3) examples.
1. By genuinely trying to understand cultural social and spiritual differences.
Making effectively relationship with others.
2. Listen to other perspectives.
3 Explain how you can avoid imposing your own values and attitudes on others.
I can impose my values and attitudes on other by undertaking direct statements in
order to influence passively, course of action and non-verbal communication.
4 Give three (3) examples of the ways that you have/can support a person to express their own identity and
preferences.
A person can be effectively supported towards expressing their own preferences and
identity by trusting upon their perceptions. In addition to this, proper support can be
provided to their identify by encouraging them to get open about their preferences
and provide proper supporting for their choices and preferences. By showing trust
upon their choice is also one of the most effective way through which person can be
supported to express their preferences and identity.
5 Give five (5) examples of individual needs, including basic human needs.
According to the analysis it has been evaluated that individual are having different
types of needs and demands that are included in their basic human needs segment.
It has been evaluated that an individual is having basic need related to food, shelter
and clothing. These are their basic needs. In addition to this, individuals also seeks
for safety needs that involves safety related to health, property, personal security,
resources and employment. In addition to this human needs also include love and
belonging in which they seeks for sense of connection. Furthermore, it has been
underlined that human basis needs also include esteem that include recognition, self-
esteem, strength, respect, freedom and family.
6 Why is it important to consider the person’s individual needs, stage of life, development and strengths when
engaging in support activities?
According to the analysis it has been evaluated that it is essential to consider

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individuals needs, development and strengths, stage of life and the time when they
engage in support activities, as by determining their needs and strengths they can
be further motivated to perform activities in a well define and effective manner.
Along with this, it has been underlined that by considering the time when person
engage in support activities will allow them to motivate others towards same.

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7 Give three (3) examples of the different ways you can accommodate your clients’ expressions of their identity.
1. Recognize and accommodate client's expression of identity.
2. Provide support to clients psychological and emotional well-being.
3. Acknowledge client's need related to identity and sexuality.
8
a) Briefly describe the concept of self-actualisation.
b) Why is it important to support a client to identify and acknowledge their own strengths and self-care
capacity?
a) According to the evaluation it has been evaluated that self-actualization is mainly
related to the concept of realizing potential for individual and appreciation. In
addition to this, it has been determined that this need involves realization of
individual potential. According to this need an individual seeks for personal growth.
b) It has been evaluated that it is essential to provide effective support to client
identify and acknowledge their self-care capacity and strengths as it will allow to
increase sense of confidence and capabilities. In addition to this, it has been
evaluated with by supporting client to evaluate their own strength benefit clients in
terms of increasing capability to perform roles and activities with more effectiveness.
It also increase positive level of individual mental health.
9 Give three (3) examples of different ways that you can assist a client to identify opportunities to utilise their
strengths.
There are different type of ways through which effective assistance can be provided
to client in order to encourage them to identify opportunities to utilize their strength
by engaging them in different activities, it allows clients to utilize their strengths with
great effectiveness. In addition to this it has been evaluated that clients can also be
assisted to utilize their strengths by providing them roles and responsibilities. With
the help of this their performance extent can be evaluated.
10 Give three (3) examples of ways you can support clients in a way that allows them to self-manage their own
service delivery.
By offering roles and responsibilities to clients and providing them deadline is one of
the most effective measure through which clients can be supported to manage their
own service delivery. In addition to by providing them power related to basis level of
decision undertaking also increasing client ability to perform and self manage things
in effective manner.
11 What are the basic requirements for good health (including mental health) for a person?
There are number of factors or requirements for good health as well as mental health
for an individual. In terms with good health person is required to stay away from the
use of tobacco, alcohol and drugs and follow a proper diet, rest and exercise. In
addition to this, in context with a good mental health individual is required to engage
themselves into regular meditation, building relationships, engage themselves into
spiritual as well as creative activities. All these practices acts as basic requirements
for good health as well as mental well-being.
12 Give four (4) examples of the ways that you can promote and encourage daily living habits that will contribute
to your clients’ healthy lifestyle.
There are different types of ways with the help of which an individual can lead a
healthy lifestyle. In terms with present scenario client can be encouraged to live
healthy on daily basis with the help of engaging themselves into many activities such

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as regular exercise, proper intake of diet, alcohol or tobacco free living, spiritual and
creative activities. By following all these activities client can lead towards leading a
healthy lifestyle in an effective manner.

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13
a) Why is important to support and assist clients to maintain a safe and healthy environment?
b) Outline three (3) different ways that you can support and assist clients to maintain a safe and
healthy environment.
a) It is essential to effectively support and provide assistance to client to maintain a
healthy and safe healthy environment as it will lead them to be more satisfied. In
addition to this, it has been underlined that by maintaining a healthy environment
allows clients to protect themselves to make themselves protected from any disease
and have a sense of feeling of safety from bad feelings.
b) It is essential to maintain a safe and healthy environment, in this there are some
certain ways underlined through which clients can be supported and assisted to lead
a healthy environment. It this by making regular communication with clients they can
be communicated with the benefits of healthy environment upon their health and
living. Along with this, by educating client about negative impact of bad or unhealthy
environment is also one of the most effective way through which they can be
supported or assisted to maintain a healthy and safe environment.
14 a) What physical symptoms of pain and other variations might you notice in a client?
b) What should you look out for to determine if this pain is affecting their wellbeing?
a) It has been evaluated that there some certain form of physical symptoms of pain
which is being duly noticed by me in a client, it has been identified by me that clients
have some signs of restlessness, agitation along with appearance of uneasy and
tensed.
b) In order to determine that the pain is really affecting well-being of client I will look
out to determine that if these symptoms are affecting health of client of daily basis.
Along with this, I will also take regular feedback from client in order to determine
that these pain elements are leading client to face chronic or acute pain in order to
provide them guidance accordingly.
15
a) If you notice that a client’s physical situation is affecting their wellbeing, how would you report it
according to organisation procedures?
b) Why is it important to report instances when a client’s physical health situation is beyond the scope
of your own role to a relevant person?
a) According to organization procedures of client's physical situation is affecting their
well-being there I will report it as per according to organization procedure that
involves, acknowledging all the concerns of clients, priorities their issues, make
comfortable discussion about clients health situations to officials, write e-mail or
letter to HR and listing of all activities that there affecting their well-being off client.
b) According to the evaluation it has been determined that it is essential or important
to report to the instances when a client is facing issues in his /her physical situation
and it is beyond the scope of own role to relevant person as it can hamper client
mental or as well as physical condition in more adverse manner. Along with this, by
report to relevant person about client phycial situation if it is beyond the own role is
also stated in formal practices of an organisation through that automatically depicts
positive environment.
16 Give three (3) examples of the different ways you can communicate in a positive and supportive manner in
order to promote self-esteem and confidence.
It is essential to promote confidence and self-esteem as it can not only increase
productivity of individuals but also assist them to live healthy life. In this by having
open communication proper understanding of perceptions of individuals can be
attained through which they can be effectively motivated that will increase their
sense of confidence. Along with this, by celebrating improvements is also one of the
most effective measure through which confidence can be promoted. In addition to
this as per according to the analysis it has been determined that, by showing

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appreciation both self esteem and confidence can be promote in a supportive as well
as positive manner.

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17 a) Why should you use safe and predictable routines?
b) Give two (2) examples of different aspects of a safe and predictable routine.
a) According to the analysis it has been evaluated that it is essential for an individual
to use predictable as well as safe routines as with the help of this they can have
proper awareness of the activities that are required to be done in the day. It facilitate
individual to feel stable. In addition to this, it has been underlined that with the
assistance of safe and predictable routines stress levels can be managed in a well
define and effective manner which further lead towards improved health situations.
b) Two essential aspects of predictable and safe routine is improved mental health,
less anxiety or time to relax. By having predictable routines focus on other activities
can also be made.
18 Give an example of an aspect of supporting a client’s wellbeing that is outside of your scope of knowledge,
skills and/or job role. How did you handle this?
In order to support a client's well-being which is outside of my scope of knowledge,
job role and skills I will make sure that I provide detailed description of client's well-
being to concerned or relevant authority. In addition to in order to effectively handle
this situation I will ensure that I will encourage client to conduct spiritual and creative
activities in order to support his well being in an effective manner.
19 Give three (3) examples of cultural or financial issues that may impact your clients’ wellbeing.
According to the analysis it has been determined that financial issues can negatively
affect client's well-being in terms of increase their stress level. Along with this it has
been evaluated that financial or cultural issues can also generate sense of self-
criticism among clients that can hamper their mental health conditions. Further it has
been identified that cultural issues are having vast impact upon individual well-being
as it can impact upon their perceptions related to beliefs about death, illness and
pain.
20
a) Why is it important to identify risk and protective factors of clients in relation to mental health?
b) Give two (2) examples of risk factors of clients in relation to mental health.
c) Give two (2) examples of protective factors of clients in relation to mental health.
a) According to the analysis it has been determined that it is important to make
effective identification of risk and protective factors of clients in context to mental
health, as by making effective identification of client mental health proper and
effective prevention can be undertaken through which strategies can be devised. In
addition to this, it will also lead towards encouraging client to undertake
precautionary steps in a well define and effective manner.
b) According to the analysis it has been evaluated that risks factors in terms with
client mental health is related to mental illness that can further cause harm to their
healthy living conditions. Along with this, stressful life and financial problems are also
included in risk factors which is associated to clients in terms to their mental health.
c) By conducting proper evaluation it has been underlined that protective factors of
clients in relation to mental health is related to social support, physical activity,
community support and family functioning.

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21 Briefly outline your understanding of the following:
Workplace standards
Workplace standards are mainly defined as safety standards that mainly aim
towards ensuring safety of workplace. Main purpose behind these standards is
related to making significant reduction in occupational risk from occupational
illnesses. According to the evaluation it has been evaluated that with the help of
these having strong and effective workplace standards quality can be consistent
that also facilitate towards maintaining safe workplace environment in order to
ensure continuous improvement. Along with this, it has been underlined that with
the help of workplace standards higher productivity can be assured along with
smooth working operations.
Aged Care Funding Instrument
The aged cared funding instrument is defined as a tool with the help of which proper
measurement can be done to underline the extent of the subsidy a residential aged
care facility duly receives in order to effectively cover the cost for care of each
resident. It is essential for each and every resident to have access of effective level
of care. With the help of this proper care can be provided to each and every resident
in a well define and effective manner.
Indicators of emotional concerns and issues that may impact on health and wellbeing
It has been evaluated that there are different types of factors that acts an indicators
of emotional concerns can have negative impact upon health and well-being. Some
of these factors include elements like lack of engagement, prolonged sadness,
depression or anxiety, sadness and stress. These factors are termed as indicators of
emotional issues and concerns that are having high tendency to affect well being and
health.
22 List three (3) factors that may enhance or inhibit human development across the lifespan.
According to the evaluation it has been evaluated that there are different types of
factors or elements that may inhibit or enhance human development across the
lifespan. These factors include education level, access to better mental health and
self motivation. All these factors are having significant capability that allows
development of human across the lifespan.
23 What are the issues surrounding sexuality and sexual expression that you or your clients could face in a
residential setting?
With the proper evaluation it has been determined that there are some certain form
of issues that are surrounding sexual and sexuality expression that has been faced
by me and my client is a residential setting is that, client sexual preferences get not
supported and appreciated that lead towards demotivating well-being of individuals.
24 Give an example where you have witnessed how community values and attitudes regarding
sexuality/ageing/disability has impacted a person you support.
According to the analysis it has been evaluated that there are different types pf
aspects in terms of disability, sexuality or ageing that are having impact upon person
that has been supported by me. It has been evaluated that community values still
does not have openess about different sexuality preferences of individual.

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ASSESSMENT 2
Scenarios: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
An older gentleman you have been supporting has come to you to express his sexuality. He hasn’t told
his family or friends that he is homosexual but feels like now is the right time.
1 How would you handle this situation?
It has been evaluated that it is emotionally hard time for the older gentle man who is
feeling right now to express his homosexuality to his friends and family. In order to
overcome his awkwardness and handle this situation in an effective manner I will
enhance his level of confidence and make him assure that I trust and respect him. In
addition to this in will also appreciate him that he decided to confide in front of his
family and friends.
2 Why is important for your clients to express their identity and sexuality?
It is essential for my client to express his sexuality or identity as it facilitate them
towards leading their life in free way without any fear or tension. In addition to this it
has been evaluated that by expressing his sexuality he can reduce his depression,
distress and level of anxiety. It will also effectively improves his mental health.
One of your clients doesn’t really get out of the house and is starting to get lonely. You think that they
could benefit from getting out of the house and socialising with others.
3 Give three (3) examples of the support services and resources that you may need to help your clients gain
access to.
According to the analysis it has been evaluated that one of my client does not get
out of his house which lead him to live a lonely life. However, there are some certain
form of activities through which they can get out of the house and can socialize with
other without getting irritated. It has been evaluated that client by volunteering can
get his mind away from sad thoughts, activities like reading kids at an orphanage,
feeding the homeless will really help them to get socialize and feel good. In addition
to this, by learning cooking from cooking classes and learning some instrument or
watching funny shows will facilitate client to get out of the house and socialize with
others in an effective way.
You have a client that is becoming lonely. You think that if they participate in social activities it will
reduce this feeling of loneliness and will make them happier. You explore their existing and new
potential networks to identify social, cultural and spiritual activities that may be of interest to the
client and ask for their preferences.
4 What social activities may you suggest they participate in? Give three (3) examples.
According to the above mentioned analysis it has been evaluated that my client is
becoming gradually becoming lonely. In order to make them socialize and take him
out of his feeling of loneliness there are some certain social activities such as
learning to play instrument, having regular get-together in community groups where
client can engage themselves in sports event, charity events and swap meets. In
addition to this, while identifying interest activities of clients it has been identified
that by taking cooking classes he can overcome his loneliness in an effective
manner.
5 What cultural and spiritual activities may you suggest they participate in? Give three (3) examples.
In order to effectively overcome loneliness client can make themselves comfortable
by taking use of spiritual activities like undertaking short meditation and reading
books about spirituality. While in terms with cultural activities client by taking help of
learning to play instrument, engaging themselves in draining, crafts and painting can
lead life in more healthy way.

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6 Give four (4) examples of the clients existing or potential new networks that you may explore to encourage
social, cultural and spiritual activities.
According to the valuation of client new as well as networks it has been identified
client is not earlier connected to any individual as he was leading a lonely life.
However, it has been underlined that he can get connected easily to those individual
who are attracted towards spiritual and cultural activities. Thus, it has been
evaluated that client can be encouraged towards spiritual and cultural activities and
can further lead towards leading a social life.
In addition to this, it has been underlined that potential networks of client is to learn
playing instrument, get into cooking classing and engaging into art and craft. With
the evaluation of all these factors it has been evaluation these are some potential
aspect through which client can ne encouraged to lead social life.

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Case study: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Last year Isabel, who is 78, suddenly lost her eyesight. However, after laser surgery she can now make out some
shapes and forms. She is mobile and values her independence, but now requires guidance to prevent falls. Susan,
one of her carers, often talks to her about her previous interests, which included playing a lot of sport. She now
pursues her interest in sports by listening to the radio. The carers are alert to her need to locate her headphones for
this purpose.
(Source: The Australian Carer, by Helen Croft)
7 What strategies would you ensure as a carer, to meet her emotional and psychological needs?
As a carer, in order to meet the emotional and psychological needs of Isabel, the strategies which ensure
includes:
1. Act as her advocate and help her to go ahead with her interest.
2. Keep an eye on her psychological needs.
3. Keeping them company.
8 How will you support her to maintain an appropriate environment?
By supporting in persuing her interest and stay alert with her needs.

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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCCOM005 Communicate and work in health or community
services
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CHCCOM005 Communicate and work in health or community services
UNIT SUMMARY
This unit describes the skills and knowledge required to communicate effectively with clients, colleagues,
management and other industry providers.
This unit applies to a range of health and community service contexts where workers may communicate face-to-
face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.
PRE-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
FORMATIVE ASSESMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1 Facial expressions
examples of:
and body language are ☐ a) Verbal communication methods
☐ b) Non-verbal communication methods
☐ c) Speaking
☐ d) Listening
2 To help establish rapport with a person you could:
☐ a) Make and keep eye contact
☐ b) Match and mirror each other in posture
☐ c) Show disinterest
☐ d) Both a) and b)
3
If communication breaks down with a person you
could:
☐ a) Refer to another colleague
☐ b) Refer to another service
☐ c) Ignore the person’s opinion
☐ d) Both a) and b)
4
To ensure information is passed on to colleagues
and people using your services, channels of
communication should:
☐ a) Be regularly reviewed to ensure their
effectiveness
☐ b) Not be regularly reviewed as this is never
necessary
☐ c) Remain effective so that networks are
maintained between people
☐ d) Both a) and c)
5
When presenting information to a person or a
group of people, the information should be:
☐ a) Appropriate to the audience’s needs
☐ b) Delivered within an appropriate timeframe
☐ c) Delivered in a hap-hazard sequence
☐ d) Both a) and b)
6
If you were working with a person who showed
signs of anger and frustration, this could be a
barrier to communication. In this instance you
could:
☐ a) Ignore the person’s feelings and emotions
☐ b) Identify the areas of mistrust or conflict and
try to resolve them
☐ c) Tell them they have an unreceptive attitude
and that you can’t help them
☐ d) All of the above

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SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1
a) What are the principles of effective communication?
b) List three (3) attributes of verbal and nonverbal communication that you may implement to enhance
understanding and demonstrate respect.
The main principles of effective communication include:
1. Effective Listening
2. Adjust to Medium
3. Be Clear
4. Stay Organized
5. Be Persuasive
6. Use Stories
7. Visuals Are Important
8. Be curious
9. Concrete
10. correct
For enhancing the understanding and demonstrate respect, the attributes of verbal communication that may execute
includes:
1. Etiquette
2. Language
3. Words
The attributes of non-verbal communication that may execute includes:
1. Eye contact
2. Facial expressions
3. Voice fluctuation
2
Reflect a situation at work where you have communicated service information to another person.
a) Give details of the communication and how you made the information clear so this could be
understood.
b) How you confirmed the person has understood you?
c) What requests you listened and responded to?
a) For communicating the information about the service to another person, verbal communication is used to
make the information clear so that it can be understood. Use of words, sounds, atticates and language is used to
express what carer want to communicate.
b) For confirming that the person is being understood, I ask the receiver to tell what he or she just heard. If he or
she is able to do this, then it means that the person has understood the service information.
c) Any request associated with service information is listened and responded appropriately by making use of
effective communication method.
3 Give five (5) examples of medical terms that you are required to correctly use in written, verbal and digital
communication.

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CHCCOM005 Communicate and work in health or community
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Examples of medical terms:
1. Biopsy
2. Hypotension
3. Anti-inflammatory
4. In remission
5. Embolism
4
a) Who would you refer unresolved conflicts and issues impacting on achievement of employee,
employer and/or client rights and responsibilities?
b) What communication protocols apply in your interactions with them.

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a) The unresolved issues and conflicts impacting on accomplishment of employee, employer and client
rights and responsibilities would refer to the superiors.
b) Internet message access protocol and TCP IP protocol are used.
5
Give an example of the following:
a) Early signs of potentially difficult or complicated situations
b) A potential cultural constraint to effective communication
How will you address these?
a) Early signs of potentially difficult or complicated situations
c) A potential cultural constraint to effective communication
6 How can you comply with your legal and ethical responsibilities? Give two (2) examples of problems that
need to be reported to the supervisor?
7 Give six (6) examples of digital media used in community services and health sector. How will you ensure
they are used in an adequate manner?
8
A patient/client has visited your service to ask for assistance with a healthcare matter, for example, they
require additional medication or have requested to see a specific worker. They are displaying signs of
stress/agitation and have requested a quick response.
Provide an account of this below in a clear manner, for passing to the appropriate person.
9 Identify a change in your organisation that you could promote /model to improve work practices and
procedures.

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CHCCOM005 Communicate and work in health or community
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10 How can you ensure own skill and knowledge development?
11 Briefly outline your understanding of the following legal and ethical considerations relating to communication:
Translation
Informed consent
Child protection including duty of care when the child is not the client, indicators of risk and adult
disclosure
12 Give an example of when you will use the following communication techniques:
Open ended questions
Affirmation
Reflection
Summary
13 What is the difference between motivational interviewing and coercive approach?
14 Why should you use collaboration over confrontation at work?

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15 What is your understanding of rights based service delivery?
16 What is the importance of grammar, speed and pronunciation when using verbal communication?
17 What sources of information are available in your workplace? Give two (2) examples.
18
Reflect on organisation’s structure and different models to support optimum client service. Briefly outline
your understanding of the
a) different roles and responsibilities of team
b) characteristics of multi – disciplinary teams and how they are used
c) relationships between different members of the health and community service workforces
d) role of support services

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CHCCOM005 Communicate and work in health or community
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ASSESSMENT 2
CASE STUDY, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Mr. Bartolo is a hostel resident who has limited English. His first language is Italian. Usually he is able to get his
meaning across to carers because a number of carers speak Italian. On Tuesday, however, there were no Italian
speaking carers around, and Mr Bartolo was becoming agitated. Sam, one of the carers on shift gave him a pencil
and paper and indicated he should draw what he wanted. Happily, Mr Bartolo drew a radio and headphones and
these were quickly provided for him, He was later seen humming away to the music on the radio.
1. What can you do to ensure appropriate communication strategies are implemented?
Negin is a 70-year-old woman who experienced a stroke three months ago. She now has left side paralysis, with
limited mobility in her left leg and no use of her left arm. Her speech and cognitive abilities are intact. Negin is
obese and is at risk of diabetes. Her high blood pressure is being managed with medication. She speaks Persian
and some English. Negin lives with her 50 year daughter, Amira. On a recent visit to Negin’s home you noticed
that her health may have deteriorated, there was little food in the house that was appropriate for a diabetic and
the house was not tidy or clean. You have a trusting relationship with her. On being asked about the changes in
her condition she starts crying.
2. What communication techniques can you use to maintain constructive interaction?
CASE STUDY, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1.
You work as a team leader in an aged care facility. This morning the chef came and discussed some of
his concerns with you regarding the food handling practices of some staff members.
He has also indicated that basic food safety information has been compiled to make the staff aware of
their food safety responsibilities. A notice was posted on the staff notice board regarding a short meeting
to discuss food safety issues and provide information. However, some concerned staff members have
indicated that they are too busy to attend, and that food safety agenda is not relevant to their direct
work role. You decided to discuss the matter with individual carers.
What steps will you take to facilitate discussions with your team?

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2.
On discussion with the night staff members you found that they were not aware of the meeting and
assumed it was not applicable to them as the notice did not specify this. They were happy to come at a
time that does not interrupt their routine as a night shift worker.
What can you do to prevent miscommunication between staff in future?

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CHCCOM005 Communicate and work in health or community
services
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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCDIV001 Work with diverse people
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CHCDIV001 Work with diverse people
UNIT SUMMARY
This unit describes the skills and knowledge required to work respectfully with people from diverse social and
cultural groups and situations, including Aboriginal and/or Torres Strait Islander people. This unit applies to all
workers.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1
When using an interpreter to communicate with a
person you may be in contact with as part of your
work role, it is:
☐ a) Not important who you direct your questions
and comments to the person
☐ b) Important to face and speak in the first person
directly to the patient/resident/client, not the
interpreter
☐ c) Important to direct all questions to the
interpreter and speak about the
patient/resident/client as though they were not
present
☐ d) All of the above
2
If no female staff member is available for a woman
who is to receive a medical consultation, what is a
possible acceptable alternative?
☐ a) Deny the person the service or care
☐ b) Tell the person she will have to wait for a
female staff member
☐ c) Offer the option that the husband or female
nurse be present
☐ d) None of the above
3 If you are not a religious person but work with
people of different religions, you must:
☐ a) Tell the person that “prayers will never work”
☐ b) Allow room for prayers even if you do not
believe in them yourself
☐ c) Tell the person that there is no time for prayers
☐ d) Only allow the person to pray in their own time
away from work

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CHCDIV001 Work with diverse people
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4
Speaking to a person in their language is an
example of:
☐ a) Non-verbal communication
☐ b) Written communication
☐ c) Sign language
☐ d) Verbal communication
5
A letter, note, email, or using a pen and note pad
to write messages to a person are examples of:
☐ a) Non-verbal communication
☐ b) Written communication
☐ c) Sign language
☐ d) Verbal communication
6
If you walk into a room to talk to a person and they
turn their back on you, fold their arms and hunch
their shoulders they are indicating that they:
☐ a) Are very eager to talk with you
☐ b) Are very happy
☐ c) May not wish to communicate with you
☐ d) All of the above
7 Constructive communication can help to develop:
☐ a) Effective relationships
☐ b) Mutual trust
☐ c) Confidence
☐ d) All of the above
8 It would be appropriate to have physical contact
with a person you worked with:
☐ a) When assisting clients after their consent,
☐ b) To show empathy when communicating with a
client who is depressed or suffering from grief or
loss
☐ c) When the client is aggressive
☐ d) Both a) and b)
9 Some of the steps that you will take to resolve
cross-cultural misunderstandings include:
☐ a) Identify issues that may cause conflict and
make an effort to sensitively resolve differences,
taking account of cultural considerations
☐ b) Seek assistance when required and address any
difficulties with appropriate people
☐ c) Ignore own emotions and carry the designated
tasks as usual
☐ d) Both a) and b)
10 The ethnicity of an interpreter for a person is
important because:
☐ a) There can be confidentiality issues within a
small community
☐ b) Every bilingual person has the ability to be an
interpreter or a translator
☐ c) The interpreter will maintain neutrality, respect
confidentiality, interpret faithfully and remain
flexible
☐ d) Both a) and c)

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11
Some people may have different dietary
requirements, preferences for eating implements
and preferences for where food is eaten compared
to what you are familiar with. The best way to
check on a person’s dietary requirements is:
☐ a) Ask the client
☐ b) Check the dietary plan, care plan
☐ c) Make your own choices
☐ d) Both a) and b)
12
The main difference in the way you would greet
(for the first time) an older woman compared with
a ten-year-old boy:
☐ a) Respect and courtesy
☐ b) More formal approach for the older woman and
an informal approach for the young boy
☐ c) Use of Humour when communicating with the
ten-year-old
☐ d) All of the above
13 It would NOT be appropriate to have physical
contact with a person when
☐ a) When physical contact by opposite gender not
considered appropriate
☐ b) When client is watching TV
☐ c) When the client is suffering from grief and loss
☐ d) All of the above
14 A strategy to eliminate bias and discrimination in
work environment may include:
☐ a) Cross cultural work teams
☐ b) Cross cultural employee representation on
committees and inclusion in decision- making
☐ c) Workplace free of culturally insensitive
literature, posters, signage
☐ d) All of the above
True or false questions PLEASE SELECT THE CORRECT ANSWER
15
Gender is a major issue in cross-culture care. If a
man comes from a male dominant society you
would try to provide him with a female carer.
☐ True ☐False
16
It is not important to show respect for cultural
diversity when interacting with people. They should
conform to be like you.
☐ True ☐False
17 It is important to try to resolve any cross-cultural
misunderstandings if they arise.
☐ True ☐False
18 Difficulties or misunderstandings may occur between
people because of cultural differences.
☐ True ☐False

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SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student Questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1
Undertake a structured process to reflect on own perspectives on diversity:
a) What are some of your own social and cultural perspectives and biases?
b) What factors do you feel have played a part in these?
2 Reflect on your own ability to work inclusively and with understanding of others.
What are your limitations in terms of self and social awareness? What support will you require?
3 Based on your appreciation of diversity and inclusiveness in Australia, how might you develop positive
workplace and professional relationships?
4 What is an emotional safety and how can it be created?
5 What issues do you need to consider regarding respect for diversity in communication with others?
6 How can you use verbal and non-verbal communication to establish rapport and facilitate the exchange of
information?

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7
Choose three of the following barriers to communication. How would you tackle them?
 Lack of training and/or experience
 Confidence issues and/or low morale
 Cultural and language issues
 Negative attitudes
 No incentives or recognition
 Work overload
 Personal issues
8 What are some common causes of communication misunderstandings? How can these be addressed?
9 What model can you use to resolve conflicts? Outline the process below.
10
Choose three of the following conflicts and explain how you would deal with them:
 Closed or unreceptive attitudes
 Mistrust or misunderstanding of people, organisations, systems and/or processes
 Emotional states, such as fear, anger and frustration
 Mistrust and conflict
 Support
 Interpersonal conflict
 Intragroup conflict
11
a) Briefly outline your understanding of the following concepts:
- Cultural awareness
- Cultural safety
- Cultural competence
- Diversity
b) How do these impact on your work role?

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Cultural awareness
Cultural safety
Cultural competence
Diversity
12 How do the political, social, economic and cultural features of diversity in Australia impact different work areas
and life?
13 Briefly outline the impact of the following legal and ethical considerations (international, national,
state/territory) when working with diversity:
Discrimination (age, disability, racial, sex)
Universal declaration of Human Rights
Relationship between human needs and human rights
14 Give two (2) examples of frameworks/approaches or instruments used in your workplace to meet legal and
ethical considerations for working with diversity.
What are the consequences of breaches of legal and ethical considerations for working with diversity?

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15 What are the social, political and economic issues affecting Aboriginal and/or Torres Strait Islander people?
16 Reflect on the impact of your own culture and western systems and structures on Aboriginal and/or Torres
Strait Islander people and their engagement with services.
17 Briefly outline your understanding of the potential needs of marginalised groups, including:
Protective factors
Physical, mental and emotional health issues/care needs
Impact of discrimination, trauma, exclusion and negative attitudes
18 How can picture resources/ imagery support individuals and organisations to embrace and respond to
diversity?
19 What is the impact of influences and changing cultural practices on the diverse communities that make up
Australian society?

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20 List five (5) of the many factors of cultural diversity that you need to be able to accept as a basis for
effective workplace and professional relationships.
21
What is the impact of cultural practices and experiences on:
 personal behaviour,
 interpersonal relationships,
 perception and
 social expectations of others

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ASESSMENT 2
Case Study 1 PLEASE SELECT THE CORRECT ANSWER
Maria and Claudia, two overseas trained nurses, worked in different departments at a large Australian hospital.
Both spoke excellent English and were very experienced in their work. However, during a nursing supervisor’s
meeting held to discuss departmental problems and issues, both of their supervisors seemed to find similar
“faults” in their working styles? They each complained that, though neither Maria nor Claudia seemed “lazy” or
unwilling to work, neither ever took any initiative or made any suggestions regarding how to facilitate work in
their departments. They simply carried out their work “to the letter” — never doing any more or any less than
they had been instructed to do. Neither woman seemed to fit in with the other nurses in their departments. They
never seemed to joke with the others but always remained somewhat formal and distant. The other nurses also
resented the fact that they only did exactly what they were told to do and never seemed to “see” or “act upon”
other things that needed to be done. At lunch, they rarely sat with others from their departments, but sat
together chatting and laughing in their own language. Sometimes they would look up at someone from their
department, say something to one another, and laugh! This made their co-workers feel uncomfortable because
they were sure they were talking about them. How could these two nurses be trusted? How could they be
promoted when they never did any more than they were told?
(Source: J. Bailey Learner Resources)
1
Why didn’t either Claudia or
Maria seem to be willing to
take any initiative in their
work?
☐ a) They werazy.
☐ b) They were afraid to make mistakes
☐ c) They did not want to show any disrespect to their supervisors
☐ d) They felt that, as foreigners, it was better to let those more familiar with
the system use their judgment in making any changes
2
Why might the two nurses
choose to sit with one
another at lunch and speak
their own language when
they are perfectly fluent in
English?
☐ a) Speaking a “foreign” or “second” language to one who shares your
native language often feels “unnatural” and strange.
☐ b) They don’t want the other nurses to hear or understand what they are
saying.
☐ c) They get tired of speaking a foreign language all day.
☐ d) They like being different and excluding themselves from the group.
3
What might be the
supervisor’s best way to
handle the problems they
have and encourage these
otherwise good workers to
take more initiative in their
work?
☐ a) Call them in and explain that they do not seem to be “pulling their
weight.”
☐ b) Explain that they (the supervisors) would welcome any suggestions
about how to improve on the way that work is performed or the carrying out
of any additional duties that these nurses might think ought to be done.
☐ c) Try not to hire nurses who are culturally different from most nurses in
the department.
☐ d) Give them a poor work evaluation.
Case Study 2 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
You have recently been joined be a new colleague. He is from a different cultural and linguistic background, and
you are aware that in his country of origin he held quite a senior position in education. There are tensions
between him and the rest of the team. You do not understand why he treats you and your female colleagues in a
certain way. He appears not to understand how your workplace functions.
4 What personal and organisational strategies can you use to help create better mutual understanding and
working relationships?

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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

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CHCLEG001 Work legally and ethically
UNIT SUMMARY
This unit describes the skills and knowledge required to identify and work within the legal and ethical frameworks
that apply to an individual job role.
This unit applies to community services and health workers who play a proactive role in identifying and meeting
their legal and ethical responsibilities.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1 When working with people you should:
☐ a) Fulfil duty of care responsibilities
☐ b) Accept responsibility for your actions
☐ c) Maintain confidentiality at all times
☐ d) All of the above
2
Depending on the size of the organisation/service
provider you work for, policies, procedure and
protocols may be:
☐ a) Formal and documented guidelines
☐ b) Non-existent
☐ c) Informal practices and guidelines
☐ d) Both a) and c)
3 When do you protect the rights of a person when
delivering services?
☐ a) Sometimes
☐ b) Always
☐ c) Never
☐ d) Weekly
4 Principles of access and equity may include:
☐ a) Creation of a client orientated culture
☐ b) Respect for individual differences
☐ c) Working regardless of individual differences
☐ d) Both a) and b)
☐ e) Both a) and c)
True or false questions PLEASE SELECT THE CORRECT ANSWER
1 Whenever possible, you should always seek the
agreement of the client prior to providing services
☐ True ☐False
2 Services are only provided to some people
depending on their culture, beliefs and attitudes.
☐ True ☐False

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SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student Questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 Briefly outline your understanding of the following legal and ethical considerations for people working in the
community services and health context:
Codes of conduct
Continuing professional education
Practice standards
Practitioner /client boundaries
Policy frameworks
Records management
Industrial relations legislation

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2 Give two (2) examples of legislation relevant to your area of work. Outline the objectives and key
components involved.
3 Outline the common legal and ethical issues relevant to healthcare. How will you respond to these issues
within the context of your own work role?
4 What are your legal rights and responsibilities? What sources of information can you access in relation to
your legal requirements?
5 Imagine you have discovered that a colleague has leaked details about a famous patient to the press,
concerning the details of their condition and their treatment. How would you proceed in this scenario?
6 Name an ethical issue or dilemma that you may be involved in at the workplace. How did you deal with this,
in terms of who you discussed it with?
7 Give an example of an effective problem solving techniques that can be implemented when exposed to
competing value systems?
8 Give an example of a situation where work practices could be improved to meet legal and ethical
responsibilities.

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9 Why is it important to pro-actively share feedback with colleagues and supervisors?
10 What are your organisation's policies, protocols and procedures for your job role and how do you personally
contribute to the review of these?

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ASSESSMENT 2
Case study: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
You are a care worker who supports older people who live independently in the community. One of the people you
support is a man named Jack. You assist jack with cooking, cleaning, gardening, home maintenance and also help
him with his weekly shopping. You have been working with Jack since his wife died over a year ago and have
developed a good relationship with him. Jack quiet often shares personal information and discusses current affairs
with you over a cup of tea.
Recently Jack has mentioned how the oldest of his three children has been visiting him on a more regular basis and
the last time he visited he enquired about Jack’s will and if it was up-to-date and in order. Jack told him that it was,
however, he hasn’t looked at his will for many years. He did not want his son to think that his monetary situation
wasn’t up to date. Jack’s wife was the person who looked after all of the household finances and since her funeral
he hasn’t maintained the documentation. Jack also mentioned that he is suspicious of his son as he has recently
gone through a divorce, wants to know what his inheritance might be or if he’s able to borrow some money and was
a little scared when he turned up late one evening after he had been drinking.
The last time you visited Jack, he mentioned to you that he really should get around to putting his affairs in order.
He wants to gather all of the information regarding share certificates, wills, house titles, life and property insurance
policies, health fund details and birth and marriage certificates, have them in one place and have the help of
somebody to ensure that everything is in order. Because he trusts you so much and you are not a family member,
he asked you to be his power of attorney and organize his affairs.
Although you are flattered that Jack trusts you enough to ask such a request, you know that it would not be ethical
practice if you were to become his POA. You would like to help him find an organisation or a person who would be
able to assist Jack to support his rights, help him protect his interests and what he is entitled to, but you are also
conscious that you don’t want to hurt his feelings.
As a care worker what would you do in this situation:
1 Outline Jack’s rights that you need to protect when delivering services.
2 Outline the potential ethical issues and dilemmas you may have in this situation and the steps you would take
to report them to an appropriate person.
3 Outline how you would demonstrate effective application of guidelines and legal requirements relating to
disclosure and confidentiality.

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4 Outline how you would demonstrate awareness of your personal values and attitudes to ensure non-
judgemental practice.
5 Describe the potential conflict of interest that may arise from being in this situation and outline how you
would avoid or address it if arises.

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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following:
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
HLTAAP001 Recognise healthy body systems
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HLTAAP001 Recognise healthy body systems
UNIT SUMMARY
This unit describes the skills and knowledge required to work with basic information about the human body and to
recognise and promote ways to maintain healthy functioning of the body.
This unit applies to any worker who needs to use and interpret information that includes references to client
anatomy and physiology.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1. The auditory nerve is associated with the: ☐ a. eye
☐ b. skin
☐ c. ear
☐ d. nose
2. The olfactory nerve is associated with: ☐ a. eye
☐ b. skin
☐ c. ear
☐ d. nose
3. The optic nerve is associated with: ☐ a. eye
☐ b. skin
☐ c. ear
☐ d. nose
True or false questions PLEASE SELECT THE CORRECT ANSWER
4. The skin is covered by nerve endings. ☐ True ☐False
5. Spinal nerves are able to repair themselves after
being damaged.
☐ True ☐False

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SUMMATIVE ASSESSMENT
Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1
Match the following words to their definition: Mouth,
Stomach, Colon, Caecum, Duodenum, Ileum
Food undergoes chemical and mechanical digestion
Externally visible part of the oral canal
Extracts salt and water from solid wastes before they
are excreted from the body
Marks the beginning of the large intestine
Located at the junction of the stomach and the small
intestine
Final portion of the small intestine, leads into the
large intestine
2 Why do we get sick?
3 What is osteoporosis and how common is it?
4 What is colorectal cancer?
5 How would you assess that your client is at risk for eye disease?

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6 Define the following:
Cell:
Tissue:
Organ:
7 List four (4) functions of the integumentary system.
8 List the medical term for the following bones:
Thigh bone: Click or tap here to
enter text.
Collar bone: Shoulder blade:
9 List three (3) functions of the muscular tissue.
10 List four (4) main types of tissue and their function.
11 What are the three (3) main types of blood cells?

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12 What is ANS? Give three (3) examples of processes this controls.
13 List two (2) organs that produce hormones and for each give an example of hormone produced.
14 a. List the two (2) hormones of the female reproductive system and briefly describe their function.
b. What effects does aging have on reproductive hormones?
15 What are four (4) primary tastes detected by tongue?
16 Describe the function of the following parts of the ear:
Middle ear:
Inner ear:
Outer ear:

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17 How is the sense of hearing related to maintaining equilibrium?
18 How the human body translates an odour in the air to a perception of smell?
19 What are the Basic principles of a healthy diet?
20 What is lymph? Describe the function of the lymphatic system.
21 Briefly describe the basic structure and functions of the immune system.
22 What are the benefits of health promotion and maintenance?

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23 Give five (5) examples of the factors affecting nutrition in the elderly? Explain your answer.
24 Give two (2) examples of factors that contribute to maintenance of human body.
25 Why is it important to share information about healthy functioning of the body? How might you share
information about healthy functioning of the body to clients?
26 Give an example of how relationships between two or more different body systems affect and support health
functioning? You may use flowcharts or diagrams to present your evaluation.

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27 How does the body maintain homeostasis? Which body systems are involved?
28 Give three (3) examples of processes, conditions and/or resources required for healthy functioning of the
human body.
29 Briefly outline your understanding of the following aspects of body regulation:
Maintenance of body temperature
Fluid and electrolyte (including Ph) balance
Elimination of wastes from the body
Maintenance of blood pressure
Protection from infection
Physical activity – passive and active

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30
IN THE DIAGRAM OF THE HEART BELOW FILL IN THE FOLLOWING TERMS:
INFERIOR VENA CAVA, SUPERIOR VENA CAVA, TRICUSPID VALVE, AORTA, RIGHT VENTRICLE, MITRAL VALVE,
PULMONARY ARTERY, LEFT ATRIUM, SEPTUM, LEFT VENTRICLE, RIGHT ATRIUM, PULMONARY VEINS, PULMONARY
VALVE
A.
B.
C.
D.

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E.
F.
G.
H.
I.
J.
K.
L.
M.
31
IN THE DIAGRAM OF THE LUNGS BELOW FILL IN THE FOLLOWING TERMS:
TRACHEA (WINDPIPE), CARDIAC NOTCH, DIAPHRAGM, LARYNX, RIGHT SUPERIOR LOBE, LEFT SUPERIOR LOBE, RIGHT
INFERIOR LOBE, RIGHT MIDDLE LOBE, BRONCHIAL TREE, LEFT INFERIOR LOBE.
A.
B.
C.
D.

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E.
F.
G.
H.
I.
J.
32 IN THE DIAGRAM OF THE SPINE BELOW FILL IN THE FOLLOWING TERMS:
SACRUM, COCCYX, LUMBAR VERTEBRAE, CERVICAL VERTEBRAE, THORACIC VERTEBRAE, SKULL
A.
B.
C.
D.
E.
F.

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33
IN THE DIAGRAM OF THE DIGESTIVE SYSTEM BELOW FILL IN THE FOLLOWING TERMS:
OESOPHAGUS, PANCREAS, RECTUM, MOUTH, LIVER, LARGE INTESTINE, APPENDIX, ANUS, GALL BLADDER, STOMACH ,
SMALL INTESTINE
A.
B.
C.
D.
E.
F.
G.
H.
I.
J.
K.

Student Questions and Case Studies/Scenarios
HLTAAP001 Recognise healthy body systems
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34 IN THE DIAGRAM OF THE URINARY SYSTEM BELOW FILL IN THE FOLLOWING TERMS:
BLADDER, KIDNEY, URETER, URETHRA
A.
B.
C.
D.

Student Questions and Case Studies/Scenarios
HLTAAP001 Recognise healthy body systems
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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following:
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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HLTWHS002 Follow safe work practices for direct client care
UNIT SUMMARY
This unit describes the skills and knowledge required for a worker to participate in safe work practices to ensure
their own health and safety, and that of others in work environments that involve caring directly for clients. It has a
focus on maintaining safety of the worker, the people being supported and other community members.
This unit applies to all workers who require knowledge of workplace health and safety (WHS) to carry out their own
work, in both centre-based and home-based service provision.
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1
When delivering home care and community care,
aged care and disability services you need to be
aware of hazards that may be present in a work
situation. A hazard is:
☐ a) Something with the potential to cause disease or
injury to people or damage to property
☐ b) Something which you don’t have to worry about
when working
☐ c) Something which only occurs in the
manufacturing industry
☐ d) All of the above
2 Hazards arise from:
☐ a) Use of equipment
☐ b) Poor work design
☐ c) Inappropriate systems
☐ d) All of the above
3 Where would you find information about the threats
of risk and people related factors?
☐ a) The library
☐ b) Incident Reports
☐ c) Care plans
☐ d) Both b) and c)
4 Work instructions could be given to you in what
types of formats:
☐ a) Visually e.g. WHS video
☐ b) Verbally
☐ c) Written
☐ d) All of the above
5 When should you follow workplace procedures for
dealing with incidents, fire and/or hazardous
events?
☐ a) Never
☐ b) Whenever necessary
☐ c) When you have time
☐ d) Any time other than during your lunch break

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student questions PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1. Identify three (3) separate procedures that must be followed for the health and safety of your employees.
2.
a) Define a hazard.
b) Give four (4) examples of hazards that are common in aged care or home and community support
work.
c) What are your workplace procedures for hazard identification?
3.
a) What is a risk?
b) Give three (3) examples of client related risk factors or behaviours of concern in your work
environment.
c) What reporting protocols are you required to follow in relation to these?
4. What reporting and recording requirements are you required to follow in your workplace in relation to
hazards and risks?
5. List three (3) organisational procedures that you would use to minimise risk in your daily/new work
environment.

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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6. What is considered to be an incident?
What procedures must you follow in the work environment in the event of an incident and/or injuries?
7. Outline your understanding of the musculoskeletal system and give an example of how you can minimise
injury to self and clients.
8. Give three (3) examples of a manual handling hazards associated with individual support activities.
9. Give an example of a procedure for minimising and controlling the risk associated with manual handling.
10. a) What are the common sources of infection risk in the home based environment?
b) What means will you implement to minimise transfer of infectious diseases?
11. What are standard precautions? Give four (4) examples.
12.
Identify a situation in which you would be required to apply additional infection control procedures.
Why is it needed?
What would you do?

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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13. Give four (4) examples of WHS issues which may be raised by workers with designated personnel. Who
are the designated personnel in your workplace?
14. What types of inspection are carried out in your workplace? How are you expected to follow up on areas of
concern?
15. How can you contribute to the development and implementation of safe workplace policies and
procedures?
16. Give three (3) examples of ways to maintain currency of safe work practices (in relation to workplace
systems, equipment and processes) as a part of your own role?
17. Give two (2) examples of signs of stress and fatigue. Why should stress and fatigue be reported at the
earliest opportunity?
18. Identify the primary purposes of workplace debriefing sessions. Which measures may be agreed during
incident debriefing sessions?

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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19. List the current state/ territory WHS legislation that impacts on workplace regulations, codes of practice
and industry standards. What are the current WHS authorities in your state/territory?
20. Give three (3) examples of rights and responsibilities of employees when it comes to work health and
safety.
21. Give three (3) examples of the employer’s rights and responsibilities regarding work health and safety in
the workplace.
22. Give an example of an emergency procedure that you be required to follow in your workplace.
23. Briefly outline your understanding of the following aspects of basic home fire safety.
High risk groups
Behaviour that can contribute to fire injury and fatalities.
Smoke alarm placement, installation and maintenance

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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24. What do the following symbols stand for:

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HLTWHS002 Follow safe work practices for direct client care
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ASESSMENT 2 Case study and Scenarios
Scenarios PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1
Every time Tom cooks he seems to become ill with a stomach upset. Why could this be? How can he avoid
getting ill when he cooks?
2 Sophie seems to catch every sniffle and sneeze that is going in the building. Why could this be? How can she
avoid catching everything?
3
Andrew has caught head lice three times this year so far and is sure he is getting them from work, as each
time he has caught them he has been doing overtime at another residential home. How could this be? What
can he do to tackle this issue?
Case Study 1 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Rachel is a resident in a high-care facility. She is a paraplegic with extensive personal care needs. Rachel is very
overweight and needs three carers to undertake all transfers and handling. Even with three carers undertaking
the manual handling, there have been difficulties with Rachel- particularly when inexperienced or agency carers
are involved in the transfer or mobilisation.
(Source: The Australian Carer, by Helen Croft)
4 What will be your approach to the manual handling problems presented by Rachel?
5 What would you do if you noticed that the hoist was broken? Who would you contact and how?

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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Case Study 2 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Janice is a part-time carer at a facility that is trialling different staffing arrangements. For Janice this has meant
that the majority of her work is made up of short shifts- with one team member short for the last hour of the shift.
Janice finds that this has increased the workload and placed a lot of pressure on her and other members of the
team. Generally, her team works well together and cooperates to deal with the designated tasks. However, she
feels that her clients are missing out on the type of quality time she was able to spend with them before the shift
trialling commenced. When walking quickly down the corridor to urgently assist another carer to turn a resident,
Janice observed that one of the smoke alarms had partially pulled away from the ceiling.
(Source: The Australian Carer, by Helen Croft)
6 What should Janice do?
7 Comment on potential duty of care issues for Janice and her facility.
8 What priority should Janice give to dealing with the potentially damaged smoke alarm?
9 List the steps she should take to remedy the situation.
Case Study 3 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
You are working with another colleague, who is continually checking their mobile phone. You say: “I don’t think
we are allowed to have our mobile phones on when we are working.”
Your colleague who has been employed longer than you, states that:”It is okay, I am only checking my
messages” and proceeds to assist you in applying a hoist to move a client from the bed to a chair.
In the middle of this move your colleague’s mobile phone beeps and she stops watching what she is doing and
grabs her phone. In that instant the hoist moves and the client yells loudly because they think they are going to
fall.
You can see the supervisor making her way towards you; your work colleague quickly says to you, “Please don’t
mention the phone, this supervisor has already told me off, say it was just the client getting nervy and blame the
client”.
(Source: The Australian Carer, by Helen Croft)
10 What would you do?

Student Questions and Case Studies/Scenarios
HLTWHS002 Follow safe work practices for direct client care
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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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CHCAGE001 Facilitate the empowerment of older people
UNIT SUMMARY
This unit describes the skills and knowledge required to respond to the goals and aspirations of older
people and provide support services in a manner that focuses on improving health outcomes and
quality of life, using a person-centred approach. This unit applies to support workers in residential or
community contexts.
PRE-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions: PLEASE SELECT THE CORRECT ANSWER
1
When working within the aged care sector you may
be working with older people who:
☐ a) Live in residential aged care environments
☐ b) Live in the community
☐ c) May not yet use aged care services but are
considering it
☐ d) All of the above
2 When delivering aged care services, you need to:
☐ a) Take into account the physical changes of the
person
☐ b) Already be a user of aged care services yourself
☐ c) Recognise the person’s interests and life activities
☐ d) Both a) and c)
3
What would you do if an older person’s rights are
not being upheld?
☐ a) Do nothing and let the person try to deal with the
situation on their own
☐ b) Try to remedy the situation yourself
☐ c) Report the situation to an appropriate person
☐ d) Both a) and b)

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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4
When working with older people, how would you be
able to see signs of elder abuse?
☐ a) From various physical indicators such as bruising,
broken bones, burns, etc.
☐ b) From various behavioural indicators such as
wandering, emotional outbursts, withdrawal etc.
☐ c) Indicators from the family/care giver e.g. not
paying bills, not providing basic items in terms of
toiletries, clothing, etc.
☐ d) All of the above
5
When you are supporting an older person who is
experiencing loss and grief what can you do?
☐ a) Report the situation to an appropriate person
☐ b) Let the person work through their grief alone
☐ c) Provide the person with information where they can
receive relevant support services
☐ d) Both a) and c)
6 DVA stands for:
☐ a) Department of Veteran Affairs
☐ b) Department of Victorian affairs
☐ c) Department of Veteran Access
☐ d) Drugs, Violence and Alcohol
True or false questions: PLEASE SELECT THE CORRECT ANSWER
7
When working with older people you need to
work in a way that minimises the effects of
stereotypical attitudes on the person.
☐ True ☐ False

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student Questions PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 What is active listening and how can it promote empowerment, trust and goodwill?
2 What does the Equal Opportunity Act say about aged care providers and people’s social, cultural and spiritual
differences?
3 Give three (3) examples each of social enablers and disablers that may impact on health outcomes and
quality of life.
4 Who will you need to discuss responsibilities for client’s care with? Give two examples from your experience
of responsibilities that a client has agreed to take.
5 How would you identify services that could help to empower an older person living at home?
6 Give two (2) examples of ways to support the older person to express their own identity and preferences.
How can you do so without imposing your own values and attitudes?
7 How can you ensure that preferences are not overlooked, misunderstood or miscommunicated?

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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8 Why is it essential to provide services according to organisational policies, procedures and duty of care
requirements?
9 Name five (5) rights that you will need to assist an older person to understand.
10 How will you assist the older person to understand the complaints mechanism of the organisation?
11 How will you deliver services ensuring the rights of the older person are upheld?
12 How would you respond if you witnessed or knew an older person's rights were being violated?
13 What is reablement and what is involved?

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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14
a) List three (3) examples of the physiological and psychological changes associated with the ageing process
including, sexuality and gender issues.
b) Briefly (one short sentence) describe what impact each has on the ability to undertake activities.
c) What strategies will you implement to meet their care needs and assist with common problems associated
with ageing?
15 What strategies can older people adopt to lead a healthy lifestyle?
16 Name four (4) modifications and four (4) aids that can help assist clients with independent living.
17 What are the potential risks or situations of risk associated with ageing? What different communication
methods can you use to help elderly people identify situations of risk?
18 Briefly outline your understanding of following aspects of the structure and profile of aged care sector:
Residential aged care sector

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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Home and Community support sector
Relevant agencies and referral networks for support services
19 What are the key contemporary issues facing older people and their carer/s in the community?
20 Give three (3) examples of attitudes, stereotypes and false beliefs associated with ageing.
21 Briefly describe the impact of social devaluation on an individual’s life. How can it be addressed?
22 How can an organisation demonstrate commitment to the philosophy of 'positive, active and healthy ageing’?
23 Briefly outline your understanding of the following:
Rights based approach

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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Consumer directed care
Code of practice (legal and ethical considerations)
24 a) Define empowerment and disempowerment.
b) Give two (2) examples of strategies to empower an older person and/or their advocate/s to exercise their
rights.
25 How can your own personal attitudes impact on working with older people?

Student Questions and Case Studies/Scenarios
CHCAGE001 Facilitate the empowerment of older people
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ASSESSMENT 2
Case Study 1 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Clarice is an 82-year-old lady who has diabetes, very low vision and has stress related incontinence. She is,
however, determined to maintain as much independence as possible within her hostel environment. Although she
has been advised not to use toilet unaided because of the likelihood of a fall and subsequent mobility loss, Clarice
still persists in using the toilet unaided.
(Source: The Australian Carer, by Helen Croft)
1 What strategies should be used to help the resident (Clarice) adapt to the physical and emotional changes
related to incontinence?
2 How should the philosophy of positive ageing for Clarice be demonstrated in this situation?
Case Study 2 PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Roberto and Maria are an Italian couple in their early 80s with English as their second language. They live in the
home they built 45 years ago. Roberto has an early onset dementia while Maria is starting to find her mobility
chronically affected by arthritis. Both Roberto and Maria have coped with their conditions to date but it is clear to
their daughters that Maria is under increasing physical and emotional pressure to manage their daily living tasks
and monitor Roberto. Both daughters have suggested to Maria and Roberto that they seek assistance through
referral from the medical centre’s community nurse. Maria in particular is reluctant to take this course of action.
(Source: The Australian Carer, by Helen Croft)
3 Discuss what support services might be available to Roberto and Maria – both in short term and long term.
4 What actions will you take to support their right to make a decision about their medical treatment?

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Student Declaration
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Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:
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Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 90 of
CHCAGE005 Provide support to people living with dementia
UNIT SUMMARY
This unit describes the skills and knowledge required to provide person-centred care and support to people living
with dementia. It involves following and contributing to an established individual plan. This unit applies to workers
in a residential or community context, including family homes. Work performed requires some discretion and
judgement and may be carried out under regular direct or indirect supervision.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice
PRE-REQUISITE UNITS
There are no recommended pre-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no possible co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions: PLEASE SELECT THE CORRECT ANSWER
1
When supporting people affected by dementia
it is important to:
☐ a) Address individual needs for a familiar stable
environment
☐ b) Change the person’s environment daily
☐ c) Be aware of the impacts of the person’s environment
☐ d) Both a) and c)
2
Advantages of encouraging people affected by
dementia to take part in meaningful activity
are:
☐ a) The enhancement of self-esteem and pleasure in life
☐ b) Minimise boredom
☐ c) Distract or eliminate symptoms of dementia
☐ d) All of the above
3
When you want to find out information relating
to people’s reminiscences and routines who
could you ask?
☐ a) Spouse
☐ b) Family
☐ c) Friends
☐ d) All of the above
4
Strategies which minimise the impact of
behaviours of concern:
☐ a) Should be planned, implemented and then reviewed to
ensure maximum effectiveness and highlight required
changes
☐ b) Do not need to be planned
☐ c) Should follow after team discussion
☐ d) Both a) and c)

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 91 of
5 If you work with people who are affected by
dementia it is important to:
☐ a) Monitor your own stress levels
☐ b) Use appropriate self-care strategies and seek support
if required
☐ c) Continue working even when you are unable to
☐ d) Both a) and b)
6
The symptoms of damage to the temporal lobe
that you may describe to the family/carers to
help them understand the impact of
Alzheimer’s disease include:
☐ a) loss of recent memories, visual memories and
other memories
☐ b) loss of meaning of words and language
☐ c) Planning, organising and decision making
☐ d) Both a) and b)
True or false questions PLEASE SELECT THE CORRECT ANSWER
7
Family carers and significant others will look to
you for support and guidance in relating to
dementia, its impact on a person and some
approaches to providing care:
☐ True ☐False

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 92 of
SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 Briefly outline the current research on Dementia in Australia and the areas been investigated. (Refer to
yourbrainmatters.org.au. for up to date information)
2 Briefly describe the following manifestations of dementia and list two(2) symptoms for each disease :
Alzheimer’s disease
Vascular dementia or multi-infarct dementia
Lewy bodies

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 93 of
Excessive alcohol intake or Korsakoff’s Syndrome
Fronto temporal lobar degeneration (FLTD) including Pick’s disease
Huntington’s disease
Parkinson’s disease
Younger onset dementia
3 Briefly describe your understanding of dementia as a progressive neurological condition.

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 94 of
4
Describe the following pathological features of dementia
 amyloid plaques
 neurofibrillary tangles
 loss of connection between cells and cell death
5 List the four (4) different indicators/symptoms of dementia.
6
a) List eight (8) examples of the potential impact on the person with dementia, their family and significant
others.
b) How can you help to address these?
7 List five (5) support strategies that exist in Australia for carers and dementia patients.

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
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8 How will you apply person centred approaches to all interactions with the person living with dementia?
9 What can you find out from an individualised plan or care plan? (Give examples of the kind of information
available).
10 How would you respond if you witnessed or knew an older person's rights were being violated?
11 List two (2) signs / indicators of physical, financial, emotional and sexual abuse of an aged client and what
you will do about it.
12 How can you communicate with dementia patients? What strategies can you employ?
13 How will you gain cooperation and provide reassurance to the person using reality orientation?

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
Page 96 of
14 Give three (3) examples of validation strategies that may be implemented to relieve distress and agitation in
the person.
15 What is the importance of activities for a person living with dementia?
16 Create a list of ten suitable activities for someone who has limited mobility, dementia and lives in a
residential care home.
17 What are the key points to consider when organising activities for a person with dementia? Give four (4)
examples.
18 What are some of the common risks associated with dementia patients?
19 Give four (4) examples of environmental strategies you would use to ensure the safety and comfort of the
person.

Student Questions and Case Studies/Scenarios
CHCAGE005 Provide support to people living with dementia
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20 What information can you gather from family carers and significant others to help meet the care needs of
dementia patients?
21 List four (4) types of behaviours of concern displayed by a resident with dementia and who would you refer
these behaviours to?
22 Give an example of potential triggers for behaviours of concern that you have learned to be aware of with a
person who you work/have worked with who suffers from dementia.
23 Briefly explain the needs driven behaviour model.
24 What types of matters might you discuss at a team discussion for someone with dementia? Create a draft
agenda for such a meeting.
25 Outline five (5) psychosocial strategies and their methodology that may used for de-escalation of behaviours
of concern.
26 Why is it essential to evaluate implemented strategies with support planning team?

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CHCAGE005 Provide support to people living with dementia
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ASSESSMENT 2
CASE STUDY, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Mr Henderson is 82 years old. He has lived at home with his wife for the past 53 years. His medical history includes
high blood pressure, osteoarthritis (with occasional flare-ups), some loss of vision and moderate dementia caused by
multiple small strokes.
Mr Henderson was a policeman for 30 years, then retired and did some work for a security company on and off for 10
years. He was always handy around the house and loved working in their garden with his wife. He used to walk about
5 kilometres every day for exercise and played golf well into his seventies.
Other hobbies included playing cards, watching television and reading. Mr and Mrs. Henderson have had a wonderful
53- year marriage. They attend church regularly and Mr Henderson had a very good singing voice.
Mr Henderson is still fairly fit and has good muscle strength for a man of his age. He can communicate in most
situations in short sentences and single words, but very slowly. He seems able to understand most verbal
communication if it is presented clearly, simply and with eye contact.
Sometimes it is necessary to touch him gently to get and maintain his attention. He enjoys singing and will participate
in some activities like carpet bowls and mini- golf. He goes for short walks with his wife, when the weather is pleasant
and has a hearty appetite.
Mr. Henderson recognises his wife and his children by name. He recognises his grandchildren, but not their names. He
is able to actively participate in his showering, dressing, grooming, with quite a lot of help and encouragement.
Mr. Henderson is mostly continent during the day, with prompting, and has regular bowel habits. He has a wonderful
sense of humour and excellent hearing.
Mr Henderson now lives in Bonnie Gardens aged Care Facility, a 48- bed facility which has both high and low level care
residents. At night there is one Registered Nurse (RN) and one other person on the roster.
Documentation is good and there is good communication between the staff. Over the past week there has been a
change in the night time behaviour of Mr. Henderson.
On four different nights he has been getting up some time between 1am and 3am, urinating on the floor next to his bed
then walking out into the passage and up towards the staff area, calling out in a loud voice for his wife. When staff has
gone down the passage to approach him, he has become extremely agitated and physically and verbally aggressive
towards them, physically hurting one of the staff by punching her.
This staff member is now off work with bruised ribs. Other staff is now somewhat afraid of him but wants to help him if
they can. His wife visits him every day in the afternoon and the children have devised a roster to enable one of them to
be with him some time each day.
(Source: Living with Dementia, Alzheimer’s Australia)
1 What is the behaviour of concern?
2 What strategies may be implemented to de-escalate/manage his behaviour?
3 When would the strategies need to be reviewed?

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CHCAGE005 Provide support to people living with dementia
Page 99 of
4 What reporting requirements will you have to adhere to?
5 How can you complete, maintain and store documentation?
6 What activities would you encourage Mr Henderson to undertake to enhance his overall well-being?
7 What self-care strategies would you implement for your own safety?

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CHCAGE005 Provide support to people living with dementia
Page 100 of
Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCCCS011 Meet personal support needs
Page 101 of
CHCCCS011 Meet personal support needs
UNIT SUMMARY
This unit describes the skills and knowledge required to determine and respond to an individual’s physical personal
support needs and to support activities of daily living.
This unit applies to workers who provide support to people according to an established individualised plan in any
community services context. Work performed requires some discretion and judgement and may be carried out
under regular direct or indirect supervision.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
PRE-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
FORMATIVE ASSESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1.
In order to provide support to meet a person’s
care needs you need to have an understanding of
their support requirements. The person’s care
needs are included in a personal care support
plan which may include:
☐ a) A standalone personal care plan
☐ b) Personal care aspects embedded in a wider
individualised plan
☐ c) Personal care aspects of the person’s neighbour
☐ d) Both a) and b)
2.
It is important to provide support to a person and
involve them in the decision making as much as
possible. What can you do to encourage
participation from the person you are providing
support to?
☐ a) Confirm procedures with the person
☐ b) Confirm how much the client can participate in
helping to meet his/her needs
☐ c) Confirm the person’s preferences
☐ d) All of the above
3. How often should a client’s toothbrush be
changed?
☐ a)12 months
☐ b) 3 months
☐ c) A Month
☐ d) 6 months
4. When providing personal care, the potential
impact on the client may include:
☐ a) Embarrassment
☐ b) Fear
☐ c) Disempowerment
☐ d) Humiliation
☐ e) Discomfort
☐ f) From a to e
☐ g) None of the above

Student Questions and Case Studies/Scenarios
CHCCCS011 Meet personal support needs
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True or false questions PLEASE SELECT THE CORRECT ANSWER
5.
It is not recommended that you provide the
person with information to enable them to meet
their own personal needs.
☐ True ☐ False
6. Dentures should be cleaned with tooth paste. ☐ True ☐ False
7.
Personal support context may include:
 People living in a residential care
environment
 People living in the community
 Students in schools
 Involvement of carer
☐ True ☐ False
8.
Reports may be made verbally (by telephone,
face-to-face) or non-verbally (written) in the form
of progress reports, case notes, hazard and
incident reports and care plans
☐ True ☐ False
Fill in the blanks, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1.
Use the words in the table below to complete the following sentence.
Aids, support, change
Changes in a person’s health or requirements may also mean a
is required in the processes and that are used.

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SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1.
a) Give an example of how you could confirm personal support requirements of a client.
b) Why should you check personal preferences for support tasks with clients?
2. What will you do if you identify requirements outside of scope of own role and/or are not qualified to operate an
equipment?
3. Why do you need to consider the impact of care for clients?
4. Give an example of specific cultural needs of a client.
5. List six (6) situations of personal safety and security risks may be associated with provision of care for the
client when providing personal care support.

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6. How will you maximise client participation when supporting with personal needs? Why do you need to do this?
7. Explain how you would determine and confirm the client’s level of participation in meeting their own personal
care needs?
8. Identify three different types of information a client may need to help them meet their own care needs. Where
would you source each from?
9.
a) Identify a process, aid or appliance that could be used when caring for a client.
b) List the safe-use specifications and for each, suggest a negative consequence of failing to use the
equipment safely.
10. Give an example of a risk associated with the the provision of personal support and technical support activities.
How will you address this risk?
11. Give an example of a routine difficulty during support routines and how will you respond to it?

Student Questions and Case Studies/Scenarios
CHCCCS011 Meet personal support needs
Page 105 of
12. Give three (3) examples of variations/ changes in the person’s health or personal support requirements that
need to be reported to the supervisor.
13. How exactly would you report a concern to a supervisor? Why should you address difficulties in providing care
with clients and supervisors?
14. Identify a possible change that could be made to a process or aid used in your workplace. Suggest three ways in
which you could identify this particular need.
15.
Give an example of how you will maintain
 confidentiality
 privacy and
 dignity of the person?
16. a) Why do you need to comply with the organisation’s reporting requirements?
b) What could happen if no standard style or format was applied to workplace documentation?
17. Give an example of the filing system used in your workplace.

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CHCCCS011 Meet personal support needs
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18. Briefly outline different contexts for provision of personal support and impacts on the way services are provided.
19. List the role and responsibilities of the personal support providers and workers.
20. Briefly describe how the following legal and ethical requirements related to the provision of personal support are
applied in an organisation and individual practices:
Work health and safety, including manual handling
21.
Briefly outline the basics of:
a. body hygiene
b. grooming
c. oral hygiene
d. human body system

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CHCCCS011 Meet personal support needs
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22. What can you do to ensure a safe and comfortable environment for you and the client (according to standards set
by your organisation) when assisting with:
Showering and Shaving:
Bed bath:
Dressing:
Mobility and transfer:
Toileting and continence management:
23. Give six (6) examples of the infection control procedures that need to be implemented when assisting with
personal support requirements.

Student Questions and Case Studies/Scenarios
CHCCCS011 Meet personal support needs
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ASSESSMENT 2
Case study 1: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Louise is a support worker who helps Wei Wu with her shower. Wei Wu’s support plan indicates she needs help to get into
the shower and sit on the shower chair. She can wash most of her body herself but needs help to wash her feet and she
needs to be reminded about washing properly elsewhere. The support plan indicates the worker should remain in the
bathroom and supervise Wei Wu while she showers, then help her out of the shower and dry her feet and legs. (Source:
The Australian Care, By Helen Croft)
1. List the tasks the worker needs to do to help Wei Wu with showering (include equipment, environment and
communication in your answer)
2. Describe, in your own words, how the worker could ensure she respects Wei Wu’s privacy and dignity and help to
put her at ease while she is in the shower. (include cultural sensitivities in your answer)
Case study 2: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
You have been able to get Mr. Johnston to open his mouth and you take out his partial upper denture which has metal
wires. You notice the metal wire is broken. When you look at Mr. Johnston’s mouth, you see the part of the mouth where
the partial denture has been is red and sore. When you brush his teeth his gums begin to bleed.
(Source: The Australian Care, By Helen Croft)
3. What should you do about this?
4. What else should you look for and report?
5. What could happen to Mr. Johnston if his oral health gets worse?

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CHCCCS011 Meet personal support needs
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Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCPAL001 Deliver care services using a palliative approach
Page 110 of 133
CHCPAL001 Deliver care services using a palliative approach
UNIT SUMMARY
This unit describes the skills and knowledge required to care for people with life-threatening or life-
limiting illness and/or normal ageing process within a palliative approach.
This unit applies to workers in a residential or community context. Work performed requires some
discretion and judgement and is carried out under regular direct or indirect supervision.
PRE-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
FORMATIVE ASESSMENT
Multiple choice questions PLEASE SELECT THE CORRECT ANSWER
1 The underlying philosophy of a palliative
approach is:
☐ a) A negative attitude towards dying and death
☐ b) A positive attitude towards dying and death
☐ c) An open attitude towards dying and death
☐ d) Both b) and c)
2
You should always support the person and
his/her carer/s to discuss issues:
☐ a) In a judgmental way as you may not agree with the
person’s beliefs
☐ b) In an open and non-judgmental way
☐ c) Only at certain times of the day
☐ d) You should not encourage people to talk about their
issues
3
If a person has further needs and issues that are
out of your scope of responsibility and skills, you
should:
☐ a) Try to cope anyway
☐ b) Do nothing
☐ c) Refer the needs to an appropriate member of the
care team according to protocols
☐ d) Refer the needs to anyone regardless of their role
4 An advanced care directive is sometimes called:
☐ a) A diary
☐ b) A living will
☐ c) An autobiography
☐ d) Case notes
5
Who would be appointed to make personal and
lifestyle decisions for an adult with an impaired
capacity?
☐ a) The carer
☐ b) A guardian
☐ c) The children
☐ d) None of the above
6
While following a person’s end-of-life care
strategies, it is important that you:
☐ a) Regularly check for any changes to the care plan
☐ b) Provide a supportive environment to the person
receiving palliative care and their carers/family
☐ c) Consider the person’s preferences and maintain
their dignity
☐ d) All of the above

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CHCPAL001 Deliver care services using a palliative approach
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7
When you are with a person in palliative care and
you observe symptoms of pain you need to:
☐ a) Document observations and report to member of
care team
☐ b) Implement strategies to promote comfort
☐ c) Leave the person in pain alone
☐ d) Both a) and b)
8
What should you do when you acknowledge the
potential impact of your personal responses on
yourself and on others as a result of experiencing
grief/loss?
☐ a) Accept the need for bereavement care and support
from others
☐ b) Discuss any issues with your supervisor
☐ c) Continue to work and ignore the emotions you are
feeling
☐ d) Both a) and b)
9 Own emotional responses may include:
☐ a) A range of emotions that may be demonstrated or
displayed as a response to the process of loss and grief,
for example: crying and feelings of sadness
☐ b) poor concentration
☐ c) fear, anger, silence which may appear singularly or
together and prolong the worker's own grief
☐ d) All of the above
True or false questions PLEASE SELECT THE CORRECT ANSWER
1
An advanced care directive becomes effective in
situations where the person no longer has capacity
to make legal decisions:
☐ True ☐ False
2
The person’s care plan will outline end-of-life
decisions that you will need to comply with. It is
important that you have ongoing discussions with
relevant people to ensure that the person’s and/or
family’s wishes are up-to-date.
☐ True ☐ False
3 A person in palliative care has the right to choose
the location of their end of life care. ☐ True ☐ False
4
The effectiveness of strategies to provide comfort
to a person in palliative care should be regularly
evaluated and documented.
☐ True ☐ False
5
An example of the impact on carers may include
changing nature of carer's role and
grief due to multiple losses.
☐ True ☐ False
6
Ethical issues may include:
Decisions regarding medical treatment
Conflict that may occur in relation to personal
values and decisions made by or for the client
☐ True ☐ False
Fill in the Blanks, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
7
Use the words below to complete the following sentence.
use, consent, treatment
An advanced care directive contains instructions that to, or the
use of specified medical .

Student Questions and Case Studies/Scenarios
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Page 112 of
SUMMATIVE ASSESSMENT
ASSESSMENT 1: Student questions PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 Briefly describe your understanding of the philosophy, principals, benefits and scope of palliative care.
2
a) Give three (3) examples of matters that need to be addressed in holistic care to meet the needs of
people dealing with a life threatening or life limiting illness?
b) What is the emotional impact of diagnosis?
c) Why is it important to recognise the holistic needs of the person extending over time, not just end-
of -life?
3
a) Why is it essential to communicate with the person or carers/family in relation to the person’s
quality of life, pain and comfort?
b) What communication skills will you use?
c) How will you report these concerns?

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4 Give three (3) examples of the ways of involving and showing respect for family members during the care
process
5 What external changes might result in a change in condition of the client? How can you determine their
preferences for care?
6 How will you ensure a non-judgemental approach to ensure the person’s lifestyle, social, spiritual and cultural
choices and needs are supported and documented in a care plan?
7 What is an Advanced Care Directive and in what situation will it be used?
8 How should changing needs and issues be reported and documented at the end of life?
9 What impact might the client's end-of-life needs have on the carer? If a carer is experiencing stress, who
should they be reported to?

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CHCPAL001 Deliver care services using a palliative approach
Page 114 of
10 How can carers support elderly individuals to make choices about suitable end-of-life locations?
11 What is the palliative care team's role in observing and documenting pain and other symptoms in clients?
12 Give three (3) examples of strategies that can be implemented to manage pain and promote comfort.
13 How do you know if the strategies you are employing in palliative care are effective?
14 What are some of the misconceptions associated with approaches to pain relief and comfort? Give three (3)
examples and clear up the myths.
15 Why is it important to regularly check the care plan when following end-of- life care strategies?

Student Questions and Case Studies/Scenarios
CHCPAL001 Deliver care services using a palliative approach
Page 115 of
16 What support systems need to be in place for clients, families, carer, and families? Give three (3) examples.
17 Why are hydration and nutrition requirements a divisive issue and what may affect decisions?
18 How will you maintain dignity of the person during end-of-life care and immediately after death?
19 What would you do when you notice signs of the person’s imminent death/deterioration? Give two examples
of such signs.
20 What is debriefing? Who should be debriefed and in what situation?
21 What are your organisation's policies and procedures for managing emotional responses and ethical issues?
22 What emotional responses to death and dying may exist and how might these be dealt with through support
systems?

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CHCPAL001 Deliver care services using a palliative approach
Page 116 of
23 Give an example of an ethical issue may have to be raised with the supervisor or other appropriate person?
24 a) What are the stages of loss and grief?
b) Identify three (3) strategies that may be used to limit the impact of personal responses on self.
25 Name four (4) types of support available for care home staff who are experiencing bereavement.
26 Give four (4) examples of how you can work effectively with your team members to achieve the principles of
palliative approach in your workplace.
27 What are your organisation’s policies, protocols and practices in relation to providing a palliative approach and
palliative care?
28 What communication strategies can be implemented in palliative care to empower, build trust , show empathy
and/or demonstrate support ?

Student Questions and Case Studies/Scenarios
CHCPAL001 Deliver care services using a palliative approach
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ASESSMENT 2
Case Study PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
as been difficult gaining information about Mr Malek’s health and social background. His weak heart condition has
been diagnosed along with emphysema and he is not expected to live more than three months. However, because
of language difficulties and little family contact with the nursing home, insufficient information is available to the
palliative care team. Malek’s English is not good but carers are able to encourage him to take his medicine and to
participate in his personal care routine. Mr. Malek doesn’t eat much and almost ignores meat – in spite of the fact
that he has not been reported as a vegetarian. He spends a lot of time praying – and gets upset when his illness
prevents him kneeling and bowing his forehead to the ground. He has no family to visit him except one son who
arranged admission to the home visits occasionally and is to be contacted if his father’s health deteriorates.
(Source: The Australian Carer, by Helen Croft)
1 What strategies will you implement to meet his spiritual/cultural needs?
2 List two (2) external organisations that you may refer to assist in their process and meet his needs.

Student Questions and Case Studies/Scenarios
CHCPAL001 Deliver care services using a palliative approach
Page 118 of
Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date:

Student Questions and Case Studies/Scenarios
CHCCCS025 Support relationships with carers and families
Page 119 of
CHCCCS025 Support relationships with carers and families
UNIT SUMMARY
This unit describes the skills and knowledge required to work positively with the carers and families of people using
the service based on an understanding of their support needs.
This unit applies to workers across a range of community services contexts.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
PREREQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 a) List five (5) different family patterns and family structures that may exist.
b) How do these impact on an individual?
2 How will you assess the role and importance of carers and family members for the person?
3 How will you acknowledge, recognise and support carer’s relationship with, and knowledge about, the person
with support needs? Give two (2) examples.

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CHCCCS025 Support relationships with carers and families
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4 What useful knowledge might the carer have about the person with support needs? List four (4) examples.
5 a) List two (2) examples of knowledge and skills of the carer that complement your role as a worker?
b) How will you determine what the carer knows?
6
a) Give three (3) examples of transitions that may occur during a family life cycle.
b) Give an example of a positive impact these transitions can have on the care relationships.
c) Give an example of a negative impact these transitions can have on the care relationships.
7
a) Give an example of a potential change to a care relationship.
b) How can you assess this change?
c) What potential risks (including physical and psychological harm) to the carer could be associated
with this change?

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CHCCCS025 Support relationships with carers and families
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8
a) Give an example of strategy that can be implemented to maximise positive effects of change and
transition?
How will you support the person, carer family to identify and use this strategy?
9 Give an example of how you may support a carer, family member or friend to maximise their support and
involvement in a person’s life.
10 List three (3) examples of how you can respect the confidentiality and privacy of the carer, as well as the
person with support needs.
11
a) List three (3) examples of services required by the carer to support the care relationship with the
person?
b) How will you identify and respond to the carer’s need for these services?

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CHCCCS025 Support relationships with carers and families
Page 122 of
12
a) Give three (3) examples of issues that may impact on the physical and emotional health and
wellbeing of the carer.
b) What impact can these issues have on the carer?
c) How will you identify and respond to these issues?
13 You will be required to provide carers and families with information about carer support services and
organisations. Give three (3) examples of the carer support services/ organisations that available for them.
14 Give three (3) examples of the following aspects of caring in Australia:
Key primary care groups:
Statistics and facts about primary carers in the current Australian context:
Reasons for caring:

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CHCCCS025 Support relationships with carers and families
Page 123 of
Issues related to cultural difference in the caring role:
15 List two (2) examples of myths, attitudes, stereotypes or false beliefs associated with caring.
16 Briefly describe the following pathways into service settings
Community Aged Care Packages (CACP):
Home and Community Care (HACC) Program:
Extended Age Care in the Home (EACH):
National Respite for Carers Program (NRCP):
17
As family and health circumstances change for the client and the carers, there may be a need to consider
placement in a residential setting such as a hostel or nursing home.
Give an example of an implication of residential placement for carers, families and friends.
18 List two (2) examples of rights, roles and responsibilities of different people in the care relationship, includin
The person
Role Rights Responsibilities

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CHCCCS025 Support relationships with carers and families
Page 124 of
Family members and friends (Carers and support persons)
Role Rights Responsibilities
Support worker
Role Rights Responsibilities
19 List two (2) examples of organisation policies and procedures in relation to carers and families.
20 Briefly describe how the following legal and ethical requirements for working with carers and families are
applied in your organisation or individual practice:
Work role boundaries – responsibilities and limitations

Student Questions and Case Studies/Scenarios
CHCCCS025 Support relationships with carers and families
Page 125 of
ASSESSMENT 2
Case study 1: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Jim is a 67 years old HACC client with Asperger’s syndrome. He lives with his brother Phil in an independent unit.
Phil cares for Jim in his daily activities and looks after organising his medical and other appointments. Phil plays a
key role in facilitating communication during all these appointments. Jim trusts his brother and is usually calm and
cooperative when Phil is present. Phil treats Jim as an individual and ensures that Jim’s needs and preferences are
met. Jim feels comfortable in sharing his thoughts with Phil and usually doesn’t cooperate with a support worker
unless Phil is present.
You have been appointed by your organisation to provide support services to Jim. Your supervisor informs you that
Jim’s care plan has been modified as part of a recent interview with him. Your supervisor asks you to update the
home based copy of the care plan. When you attempt to remove and replace items from the care plan, Phil
becomes upset as he believes he understands his brothers needs better.
1 How does Phil’s support of contributes to Jim’s sense of self-worth and fulfilment?
2 How will you identify Phil’s role in meeting his support needs?
3 How can Phil assist you in your role as a support worker?
4 How will you demonstrate respect for Phil’s role as a carer working within professional boundaries?
5 Identify Phil’s needs as a carer that may have an impact on Jim.

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CHCCCS025 Support relationships with carers and families
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6 Research on the legislation and organisation policies that will direct your work role.
You ask Phil about his response to the change in the care plan. Phil confides in you that he has been feeling very
tired and cannot sleep well. His lack of sleep is also effecting his efficiency at work. He wanted to take a break but
has never left Jim alone and is worried if Jim will be able to cope. He feels that he will be continually thinking about
Jim even if he took a break. He asks you about the possible options and insists that Jim should not know that he is
considering to take a break as Jim can become very distressed and feel that he is responsible for Phil’s health
issues. You feel Phil needs support and professional medical attention to address his emerging health concerns.
However,
Phil is reluctant to seek any support.
7 How will you support Phil while maintaining confidentiality and privacy?
8 Identify the carer support organisations and resources available in your local area.
Case study 2: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Mr. Alberto is 70 years old man with Alzheimer’s dementia and has mild hypertension. He has no other
comorbidities and is independent with his mobility. His wife Mrs. Alberto is 65 years old and his primary carer. Mrs.
Alberto was involved in development of her husband’s care plan and has a support worker assist her to manage her
husband’s ADLs. Mr. Alberto is heavily dependent on his wife to get around the house and keep social
commitments.
Mrs. Alberto is undergoing a knee replacement surgery. Since she needs to go into rehabilitation for a month,
respite care has been organised for Mr. Alberto. Mr. Alberto has a very specific routine and gets very upset if it is
disrupted. This is resulting in Mrs. Alberto being extremely anxious and emotional about not being available to care
for him. She is highly stressed and this would possibly hamper her recovery from the surgery. This might put her at
an increased risk of wanting to discharge early from the hospital and would not give enough time for her own
recovery.
1 How will you participate in planning activities for Mr. Alberto whilst Mrs. Alberto is undergoing her treatment
in hospital and rehab?
2 How will you ensure that you provide support to Mr. Alberto in a manner that respects and includes his wife
as part of the care team?

Student Questions and Case Studies/Scenarios
CHCCCS025 Support relationships with carers and families
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u
3 Based on the scenario above, identify three (3) carer issues that may have an impact on Mrs. Alberto and
need to be reported to the supervisor.
4 Suggest solutions that recognise and support Mr. and Mrs. Alberto’s strengths, their care relationship and her
existing knowledge of his care needs.
Mrs. Alberto has been discharged and has come back home. Mr. Alberto has also been discharged from the respite
care. You as a carer have noticed that Mrs. Alberto has not reached her premorbid state yet. She walks with a
four- wheel frame and is not as independent as previously. She still needs regular physiotherapy, GP and hospital
appointments, adequate rest to manage her pain and recovery post-surgery. She now needs help with her
personal hygiene, household cleaning, shopping and therefore, not capable to look after her husband. However,
she is worried about the quality of the care that would be provided to Mr. Alberto. Therefore, she is reluctant to
receive any support and is adamant on caring for her husband herself.
Mr. and Mrs. Alberto have two children who are supportive and live nearby. They have young families and work
full time. Mrs. Alberto stated that they keep in touch on a daily basis and visit every weekend. She also has
supportive neighbours who would be happy to help.
5 Identify the negative impact of Mrs. Alberto’s role on her own needs and preferences.
6 Identify two (2) factors that could lead to changes in care relationship.

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CHCCCS025 Support relationships with carers and families
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Student Declaration
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Name:
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Student Feedback
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Did you find the question provided you with more knowledge and skills and understanding the specific topic?
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☐ the information provided in the classroom helpful
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Student Questions and Case Studies/Scenarios
CHCHCS001 Provide home and community support services
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CHCHCS001 Provide home and community support services
UNIT SUMMARY
This unit describes the skills and knowledge required to work in a home support environment and community
settings with individuals, family members, staff, visitors, suppliers and others to meet established work
requirements.
This unit applies to workers in a community services context. Work performed requires some discretion and
judgement and is carried out under regular direct or indirect supervision.
PRE-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
POSSIBLE CO-REQUISITE UNITS
There are no recommended co-requisite units for this competency.
SUMMATIVE ASSESSMENT
ASSESSMENT 1 Student Questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
1 What equipment/resources and documents will you be required to prepare for the home visit or any
contingencies? Give two (2) examples each.
2 Why is it important to communicate with the person to provide information, clarify purpose of visit and confirm
the person’s consent?
3 Give two (2) examples communication skills that you will implement to assist a person to express any issues
or concerns in relation to the home visit or other matters?
4 How can you engage appropriately with others in the place of residence? What sort of things should you be
aware of when engaging different people?

Student Questions and Case Studies/Scenarios
CHCHCS001 Provide home and community support services
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5 Give an example of a strategy you can use for negotiating how to best implement the work plan to suit your
clients within organisation procedures.
6 Give an example of an ethical dilemma that you may encounter when working in home care setting. How will
you deal with this situation?
7 List the relevant HACC Standards (Community Care Common Standards). What is the purpose of
accreditation processes and quality improvement practice in the HACC sector?
8 Give three (3) examples of the policies and programs you will be required to follow when working for an
organisation that provides support services in the home and community care setting.

Student Questions and Case Studies/Scenarios
CHCHCS001 Provide home and community support services
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ASSESSMENT 2
Case study: PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW
Pat is 70 years old and lives independently at her home after retirement. She has macular degeneration and
recently suffered from a major stroke. After a period of rehabilitation, her mobility, motor skills and overall health
has improved, but her vision and speech have been impaired. Due to her macular degeneration it is difficult for
her to see fine detail, read, drive and recognise faces. Pat’s son and daughter in law have made arrangements
with your organisation to assign a support worker to meet her complex care needs during the week days and they
care for her during the weekends.
1 Your supervisor has assigned you the role to assist Pat with her care needs. How will you confirm your role
and responsibilities?
2 You reach at Pat’s apartment and press the intercom, waiting for Pat to reply. What protocols will you follow
to assure the client of bonafide identity?
3
You notice that Pat’s bedroom appears to be cluttered due to a shelf of classic video cassettes. When you
check with her , Pat indicates that she does not have a video cassette player but she still wants to keep the
her collection. Pat also tells you about her pug Ginger and how her pet has helped her cope with her vision
impairment. She mentions that she doesn’t like anyone bringing in any treats for her dog without asking her.
How will you demonstrate respect for the fact that your work setting is your client’s home and personal
space?
4
She also tells you that she has her friend Benetta visit her once a month on a Wednesday and she does not
want you to provide any support services whilst she has visitors at home. She specifically mentions that she
has always been an independent woman and can cope without you. Her care plan states that she should
receive support services every day during the week.
What practices will you follow to negotiate with Pat and implement the work plan to suit her care needs and
other preferences?
u

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CHCHCS001 Provide home and community support services
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5
You observe that Pat’s behaviour has changed over the last one month. It appears that she no longer has
visitors on Wednesday. She is usually very tired and looks depressed during the week and does not take
much interest in her personal hygiene, her environment and any social activities. But on Fridays, she is
usually more cooperative with her daily hygiene, gives you instructions regarding domestic cleaning and
usually does some baking. She tells you that she is baking for her grandchildren who come to visit her during
the weekend. You are concerned about her behaviour during the week and feel she doesn’t want to share her
concerns with the family.
What will you do?
6
Based on your observations and reports, your supervisors have facilitated a review of her care plan. Pat was
included in the discussion and she shared her concern that she misses her social engagements after her
friend moved into a residential aged care. Her friend Benetta also took her to the church and for shopping at
the local stores. Due to her vision she can no longer travel alone. It was agreed that her support services will
now include assistance with Transport.
Identify the documentation that needs to be completed in relation to service support and travel?

Student Questions and Case Studies/Scenarios
CHCHCS001 Provide home and community support services
Page 133 of
Student Declaration
I have read the plagiarism policy and declare that this is my own work.
Name:
Signature: Date:
Student Feedback
Please provide your feedback for the following :
Did you find the questions relevant to the topic?
Did you find the question provided you with more knowledge and skills and understanding the specific topic?
Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?
Other:
Assessor Declaration
I declare that I have assessed this trainee in the above unit of competency.
I also declare that the assessment was fair, valid, reliable and consistent.
Name:
Signature: Date: