Community Services Diploma Assessment

This assessment evaluates a student's understanding of key concepts within the CHC52015 Diploma of Community Services. It covers topics such as managing legal and ethical compliance, facilitating workplace debriefing, stress management techniques, and self-evaluation methods. The assessment includes multiple-choice questions, short answer responses, and a proposal writing task. Successful completion demonstrates proficiency in areas crucial for effective practice in the community services field.

Student Name:
Student ID:
32509B/03 - Knowledge Test - Short answer questions
CHC52015
Diploma of Community
Services
Module 3: Legal and
ethical
This is assessment 3 of 3.
1. Background/Overview
As a case manager, you will be required to participate in a range
of monitoring activities in your work place. This includes
monitoring compliance, worker behaviour and stress levels and
your own performance.
2. Brief
This task consists of three (3) parts, based on a particular
scenario.
This assessment provides you with the opportunity to
demonstrate your knowledge of the following areas:
 monitoring legislative compliance and responding to
breaches
 monitoring the behaviour and stress levels of workers
 monitoring and reflecting on your own work performance.
Deliverables
Please submit this assessment
in Word doc format.
To do list:
1. Write your name and
student ID at the top of this
page.
2. Read the
background/overview and
brief sections of this
document.
3. Read the scenario.
4. Complete all parts.
5. Collate your written
answers into one Word
document.
6. Save the Word document
using the naming
convention: your student
number_assessment
number.doc. For example:
“12345678_31135_01.doc.”
7. Upload your document in
Open Space using the
relevant Assessment
Upload link in this Module.
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3. Questions/Task
Read the scenario and then answer the questions that follow.
You work at CareShore in the community services office. You are responsible for undertaking case
meetings to plan, monitor and review service provision for clients. To do this adequately, you are
required to monitor your own performance and continually improve. In addition, your role requires you
to monitor legislative compliance and support your colleagues.
You recently had a conversation with Adele. Adele was particularly agitated. When you asked Adele
what was wrong, she simply stated that she was really busy. You thought this was strange as Adele’s
workload didn’t seem much busier than normal.
Later in the day, Adele asks you to swap shifts with her for next week. When you ask her why she
wants to swap shifts, Adele is reluctant to respond. Eventually, she states that she doesn’t want to
work with David. She seems upset so you ask if everything is ok. Adele looks embarrassed but
reluctantly admits that David continuously asks her about her personal life and tries to ask her to go
out on a date with him. She said she has declined numerous times and she finds it very
uncomfortable.
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Part 1
A. What are three legal and/or ethical requirements that have been breached?
Legal or ethical requirement
(Approximately 25-50 words each)
1 Breach of ethical practice stipulated in the Australian Community Workers Code of Ethics which
requires to apply principles of equity , human dignity in the day to day professional practice;
2
Breach of privacy, freedom and healthy atmosphere within the workplace to which every worker
is entitled; Exhibition of unethical behaviour associated with colleagues within the workplace by
another co-worker;
3 Breach of legislative framework where harassment of any co-worker within a workplace is strictly
prohibited;
B. What are three potential consequences of this breach?
Potential consequences
(Approximately 25-50 words each)
1 The co-worker c omitting sich breach shall be subjected to disciplinary action under the
orgnaisational policies;
2 The co-worker who is subjected to such unethical behaviour may be emotionally disturbed to the
extent that she might quit the job;
3 Such unethical practices may result in loss of confidence of the needy people who receive
assistance from such organisation and consequently teh organisation will lose its reputation;
C: Who should this issue be referred to? (Approximately 25 words)
The issue should be firstly reported to the head of the community services office in the CareShore and the
entire matter that is disturbing Adele should be narrated to the head of such office. Thereafter, the matter
shoud be reported to the relevant authority by the head of such community service.
D: Describe the standard procedures Adele should follow in order to make a formal complaint? (50-75 words)
Adele must report to her supervisor or head of the community service office either personally or thorugh an
application and narrate the issue about David to him/her. If the organisational policy stipulates any other
procedure to be followed to lodge a complaint about any such behavioural conduct, Adele must follow such
procedure.
E: What requirements do you have in this case under ‘duty of care’? (Approximately 50 words)
As a co-worker, I must ensure that the unethical conduct faced by Adele is reported and resolved. I owe a duty of
care towards her being my co-wroker to ensure that her performance is not affected due to such unethical
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conduct and would inform about her legal rights in workplace. I would extend moral support as well any other
necessary assistance that she requires under such circumstances.
F: Describe the procedures to be followed if the case results in a dispute? (50-100 words)
In case it amounts to dispute, the grievance poliy of the organisation shall be applied. Adele will first talk to her
manager of the department who would arrange meeting to resolve teh matter. The director or another manager
of the orgabistion should be present in such meeting. If Adele is not satisfied with the outcome, the supervisor of
teh manager should be involved in the decision. A third party, usually, local volunteer resource centre who can be
brought to resolve the conflict.
G. What are three methods that can be used to monitor ongoing compliance in the workplace in order to prevent
another breach?
Method to monitor compliance
(Approximately 25-50 words each)
1 The use of CCTV cameras in the workplace is an effective method to monitor compliance within
workplace;
2 Feedbacks from employees and employers on a weekly basis shall be eeffective;
3 Personal feedback from individual employees with the assurance of confidentiality about such
feedback would be effective;
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Part 2
A: What are three signs that there was an issue that Adele exhibited prior to disclosing the problem she was
experiencing?
Signs indicating an issue
(Approximately 25-50 words each)
1 Adele was agitated while responding;
2 She stated she was busy though she was not busy;
3 She wanted to swap her shift for next week and did not want to do shifts with David;
B: Describe the signs that would indicate a risk and potential impacts for workers who may experience each of the
following.
Indicators of risk
(Approximately 25-50 words each)
Potential impact
(Approximately 25-50 words each)
Excessive stress Lack of concentration and anxiety; Low performance, demotivation
Burn out Exhaustiveness, mood swings Conflicts with colleagues, arguments with
supervisors;
Grief and loss Lack of concentration, demotivated Low productivity, vulnerable
Violent and
threatening
behaviour
Aggressiveness, yelling, bumping fists; Damaging organisational resources,
creating negative working environment;
C: What are human needs and how are they different to human rights? (Approximately 20-30 words)
A human needs approach refers to the elements required to survive and maintain physical health, normal mental
health like water, food, protection, shelter and protection from environmental love and threats. Human rights are
the fundamental rights to which every person is entitled since their birth. Human needs are rooted inside the
individual like need for food, shelter, protection whereas human roghts entitle such needs as the basic rights of
the human so that they are not deprived of such needs.
D: What are three things you can do to ensure that the diverse needs of your colleagues are met?
Things you can do to ensure that the diverse needs of your colleagues are met
(Approximately 25-50 words each)
1 Create an supportive and inclusive work environment;
2 To ensure employees have teh opportunity to take part in the decision-making and other activities;
3 Organize collective meals enabling employees to learn about each other’s culture and needs;
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E: What licensing and accreditation requirements apply to case managers and/or the organisation’s they work for
and how must these be maintained? Provide one (1) example for each.
1. Licensing (Approximately 50 words):
Application to the Case Management Society of Australia and New Zealand (CMSA) and a
certification is required as it encourages accountability and ensures customer protection;
2. How (Approximately 50 words)::
The application must be made through online and application with supporting documentation that
provides evidence of stated level of skills. Experience and knowledge and /or qualificationsto
receive registration as a certified case manager.
F: What are three stress management techniques you can recommend for Adele?
Stress management techniques
(Approximately 25 words each)
1 Positive stress talk can relieve Adele from undertaking excessive stress
2 Meditation can help her release anxiety from five minutes of practice
3 Learn to say ‘no’ and people will respect her boundaries ;
G: In relation to Adele’s scenario above, identify:
 what types of internal policies or procedures you would follow to support Adele
 what type of external program you could refer her to, and
 the process or procedure you would follow for both of these options.
Policy/Procedure or Program
(Approximately 25 words each)
Referral process or procedure
(Approximately 25-50 words each)
Internal I would accompany her to teh manager
while she reports about her cause of worry
I would refer her to talk to the supervisor
of the manager if she is aggrieved from the
decision taken by the manager
External I would refer her to make a complaint
before the Fair Work Ombudsman (cth)
I would refer her to follow the procedure
to lodge complaint about the harassment
she faced in the office due to David
H: Write a proposal for a new program that the organisation could implement to prevent further breaches of this
nature (Approximately 100-200 words).
The orgnaisation could implement a program that enables female employees not to work with employees they
are not comfortable with. The program may also prohibit any employee from interfering with personal
information of any employee unnecessarily, teh female employees in particular.
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Part 3
A: What are three self-evaluation methods you can use to assess your own work performance?
Self-evaluation methods
(Approximately 25-50 words each)
1 Compare my performance on a weekly basis
2 Obtain feedback from supervisors regarding my performance regularly
3 Strive to achieve the objectives of the company as well as self goals
B: Describe three methods you can use to seek formal feedback and three methods you can use to seek informal
feedback.
Formal feedback methods
(Approximately 25-50 words each)
Informal feedback methods
(Approximately 25-50 words each)
1 Feedback through interviews (individuals or groups) Feedback through customers
2 Feedback through meetings Feedback through colleagues or co-
workers
3 Feedback thorugh emails Feedback through surveys
C: Reflect on your own performance and ethical behaviour in the workplace (either in community services or
other employment). If you have not worked, you can reflect on your performance and behaviour in school or
within another organisation, such as a sporting club or community group (100-200 words).
As per the Community Code of ethics to be followed, I ensure that my performance or behaviour do not affect the
reputation of the organisation or affect the interest of the clients. I also ensure that the needs of the customers
are fulfilled. I strive maintain good relations with my colleagues ensuring a supportive and work-friendly
environment. In case of any conflict or exhibition of unethical behaviour, I ensure that the same is
addressedthorugh an apprpopriate channel seeking advice when unsure about course of action, thus, making
informed decisions.
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4. Assessment Rubric
Below is a rubric that determines whether your answers and knowledge is satisfactory or not yet satisfactory.
To pass the assessment, you must complete ALL the requirements for the column that is titled ‘satisfactory’.
It is advisable to read the rubric before attempting the assessments to help you attain the correct submission
standard.
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Criteria Satisfactory Not yet satisfactory
Part 1:
Question A
The student is able to identify three legal
and/or ethical requirements that have
been breached
The student fails to identify three legal
and/or ethical requirements that have
been breached
Part 1:
Question B
The student is able to accurately identify
three potential consequences of the
breach
The student fails to accurately identify the
potential consequences of three breach
Part 1:
Question C
The student is able to accurately identify
who to report the breach too
The student fails to accurately identify who
to report the breach too
Part 1:
Question D
The student is able to adequately explain
the procedures for making a complaint
The student fails to adequately explain the
procedures for making a complaint
Part 1:
Question E
The student is able to adequately explain
their duty of care obligations
The student fails to adequately explain
their duty of care obligations
Part 1:
Question F
The student is able to adequately describe
dispute resolution procedures
The student fails to adequately describe
dispute resolution procedures
Part 1:
Question G
The student is able to accurately identify
three compliance monitoring techniques
The student fails to accurately identify
three compliance monitoring techniques
Part 2:
Question A
The student is able to accurately identify
three signs indicating an issue
The student fails to accurately identify
three signs indicating an issue
Part 2:
Question B
The student is able to accurately identify
the potential impact of
excessive stress
and
burn out
and
grief and loss
and
violent and threatening behaviour
The student fails to accurately identify the
potential impact of
excessive stress
and/or
burn out
and/or
grief and loss
and/or
violent and threatening behaviour
Part 2:
Question C
The student is able to accurately describe
human needs
and
clearly explain how human needs are
different to human rights
The student fails to accurately describe
human needs
and/or
clearly explain how human needs are
different to human rights
Part 2:
Question D
The student is able to accurately identify
three methods they can use to ensure the
diverse needs of their colleagues are met
The student fails to accurately identify
three methods they can use to ensure the
diverse needs of their colleagues are met
Part 2:
Question E
The student is able to accurately identify
licensing and accreditation requirements
for case managers and/or the
organisations they work for
The student fails to accurately identify
licensing and accreditation requirements
for case managers and/or the
organisations they work for
Part 2:
Question F
The student is able to accurately identify
three stress management techniques
The student fails to accurately identify
three stress management techniques
Part 2:
Question G
The student is able to accurately identify
one internal employee assistance program
and
one external employee assistance program
and
the referral procedures for both programs
The student fails to accurately identify one
internal employee assistance program
and/or
one external employee assistance program
and/or
the referral procedures for both program
Part 2:
Question H
The student is able to clearly and
adequately write a proposal for a program
to prevent further breaches
The student fails to clearly and adequately
write a proposal for a program to prevent
further breaches
Part 3:
Question A
The student is able to accurately identify
three self-evaluation methods
The student fails to accurately identify
three self-evaluation methods
Part 3:
Question B
The student is able to accurately identify
three methods of seeking informal
feedback
and
three methods of seeking formal feedback
The student fails to accurately identify
three methods of seeking informal
feedback
and/or
three methods of seeking formal feedback
Part 3: The student is able to adequately reflect The student fails to adequately reflect on

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5. Units of Competency
This assessment contributes to the overall competencies for the following units of competency:
CHCLEG003 Manage legal and ethical compliance
CHCMGT005 Facilitate workplace debriefing and support processes
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