Diploma of Community Services: CHCCSM004 Assessment - Case Study

This document presents a student's assessment workbook for the Diploma of Community Services, specifically addressing the CHCCSM004 unit on coordinating complex case requirements. It includes an overview of the unit, topics covered, and assessment tasks designed to demonstrate the student's ability to plan and coordinate resources, services, and supports for clients with complex needs. The assessment covers various aspects of case management, including understanding different approaches, knowledge of available services, principles of service planning, funding arrangements, risk management, cultural considerations, and relevant legislation. Formative assessment activities involve questions related to determining service requirements, mandatory reporting of child abuse, involuntary hospitalization, collaborative working, case management plan components, and coordination requirements with other organizations.

Student Assessment Workbook
PROJECT COVER SHEET
Qualification /Title Diploma of Community Services
Competency Code/Title Coordinate complex case requirements
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Student Assessment Workbook
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CHCCSM004 Coordinate complex case requirements
This document comprises of 3 sections:
 Section One – Unit and Assessment Overview
 Section Two – Topics Covered
 Section Three – Assessment Tasks
Section One – Unit and Assessment Overview provides you with an overview of the knowledge
and skills that you need to demonstrate in the assessment tasks. The Unit and Assessment Overview
also provides you with information about the assessment conditions, the Assessor’s role, changes to
the assessment procedure that can be made to accommodate your needs and instructions to
students including how to submit your assessment tasks.
Section Two – Topics Coveredprovides you with an overview of the key topics covered during your
workshop. These topics are still covered in the workbook by distance based learning students.
Section Three – Assessment Tasks consists of questions, case studies and work-based activities.
These tasks are used to demonstrate that you meet the requirements as detailed in Section One –
Unit and Assessment Overview
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SECTION ONE: UNIT AND ASSESSMENT OVERVIEW
Performance Evidence
This activity will enable you to demonstrate the following performance evidence:
 planned and coordinated multiple resources, services and supports for 3 clients with complex
needs
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively complete
tasks outlined in elements and performance criteria of this unit, manage tasks and manage
contingencies in the context of the work role. This includes knowledge of:
 different approaches and models of case management
 evidence based practice requirements
 a full range of local services and supports available
 issues faced by clients, their family and carers, accessing multiple services
 impact of service duplication
 principles and practices of planning complex service inputs
 principles and practices of working across multiple services
 range and requirements of different funding arrangements
 indicators of imminence of self-harm or harm to other
 referral requirements of services
 formal meeting processes
 relevant organisation and regulatory standards, policy, procedures, legislation and statutory
mandates
 risks and responsibilities relating to duty of care for:
 children and young people
 domestic violence
 suicide
 elder abuse
 impacts of generational abuse and welfare dependency
 cultural considerations, history, protocols and systems of culturally and linguistically diverse clients
and Aboriginal and/or Torres Strait Islander people
 family structure, dynamics, communication and decision-making
 relevant documentation protocols
 range of available services and support
 requirements and boundaries of the coordination role
 issues that cause client confusion, concerns and barriers
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects
workplace conditions. The following conditions must be met for this unit:
 use of suitable facilities, equipment and resources, including individualised case plans
 modelling of industry operating conditions, including:
 scenarios that reflect standard operating conditions and contingencies
 links to other local service agencies or organisations
Additional reference material and research website
If you need to refer to a specific resource to complete your assessment task, we will identify the
resource within the assessment task.
Reasonable Adjustments
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Your Assessor may be able to make adjustments to your assessment based on special needs you
may have or if you are a distance learning student. Please ask your Trainer if you feel that
modifications to this assessment are required.
Student Handbook
Please refer to Alana Kaye’s Student Handbook for information regarding:
 Educational and Student Support Services
 Trainer Support
 Assessment Strategy
 Appeals, Complaints and Grievances Procedures
Role of the Trainer/Assessor
Your Trainer/Assessor will:
 answer any questions you might have about the assessment
 negotiate assessment activities if reasonable adjustment is required
 inform you of any variations to the assessment which may be required if you have any special
needs or if you are a distance-based learner
 assess your competency by making judgements about the evidenced presented in line with the
rules of evidence: validity, authenticity, currency and sufficiency
 give you feedback on the outcomes of the assessment process
 counsel you on the outcomes of the assessment including advising you of your right of appeal if
you disagree with the assessment decision
 help you address the work health and safety requirements of the assessment setting, if
appropriate.
Instructions for students
In order to successfully meet the requirements of this unit you are required to undertake all
assessment tasks. Each of these assessment tasks may have a series of activities or questions that
you are required to complete.
Please note that at Diploma level it is expected that the questions will be answered in a manner that
reflects significant understanding of the theory associated with the unit of competency. You are
required to elaborate upon the answer sufficiently articulating your understating of the underpinning
knowledge required for this unit of competency.
As a guide – each question will generally require 1 - 2 paragraphs to effectively address
requirements. In some cases, this may be more. If you, in the course of answering a question, rely
upon a text, document, webpage or other source of information, you must make reference to where
this information came from.
Submitting your Assessment and Due Dates
Your Trainer will advise you of the due date for each assessment. Please submit your assessment by
the due date. The process for submitting assessments is provided on the PROJECT coversheet on
page 1 of this document.
Feedback on your Assessment
Your Trainer will mark your assessment within 2 weeks of submission. Your Trainer will provide you
with feedback about your assessment. Your result foreach assessment task will either be:
 Satisfactory – you have successfully met the assessment task requirements, OR
 Not Satisfactory – you are not yet satisfactory.
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If your result is ‘Not Satisfactory’ you will be given an opportunity to improve your assessment. Your
Trainer will inform you of the skill or knowledge gaps in your assessment. You will need to resubmit
your assessment with the corrections or redo the practical exercise until you achieve the ‘Satisfactory’
result. Any student who plagiarises or cheats will be given a ‘Not Satisfactory’ result and will be
required to resubmit their assessment again and may also be required to answer verbal questions.
Once you have completed both the Student Assessment Workbook and any other assessment
requirements for this unit, your results will be either:
 Competency Achieved – you passed OR
 Not Yet Competent.
SECTION TWO: TOPICS COVERED
This unit describes the skills and knowledge required to coordinate multiple service requirements for
clients with complex needs within a case management framework.
Workers at this level work under supervision within established guidelines but take on a team
leadership role in the coordination of services and service providers.
This unit applies to work in a range of health and 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.
SECTION THREE: ASSESSMENT TASKS
Before you commence this assessment, please read the student declaration on the front page. It is
important that you are ready for assessment and understand the assessment process. Please speak
with your Trainer if you have any questions.
Formative Assessment Activities
Complete the following activities individually or in a group (as applicable to the specific
activity and the assessment environment).
Assessment Activity 1A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What information may you need in order to determine a person’s service requirements?
Determining person’s or patients’ service requirements in voluntary sector is important for
professionals in order to become successful and providing qualitative healthcare services. Some
information that need to be gathered by social service provides while dealing with suicidal cases
m domestic violence and elder abuse include: past incidence and medical history, personal
behaviours, cultural background and others. need to be considered while determining clients’
requirements.
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2. What happens when someone makes an allegation of child abuse?
It is important for social service providers and responsible institution to provide immediate medical
assistance, making sure that alleged offender does not have access to the child in order to
protect child against abuse. There are some emergency numbers that are responsible for
providing immediate support to children so, by calling on such numbers, health and safety of
child can be improved.
3. In what conditions can someone be confined to a hospital against their will?
Sometimes people does not want to be hospitalized but still they are being hospitalized
against their will but there are few situations under which people can be confined to hospitals
even they do not want to be. For example: if someone is suffering from mental health disease
and he is not able to take his own decision, if 2 doctors agree and state that staying in
hospital is necessary and if it is lawful as per the mental health.
Assessment Activity 1B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. Define collaborative working.
As with the name itself, it can be said that collaborative working refers working in a group and
altogether in partnership. When 2 and more than 2 organizations work together then it is
known as collaborative working. In regard to healthcare and voluntary sector, it can be said that
collaborative working involves a working in a team by social service providers. They share their
ideas in order to achieve common goal. It makes them able in solving problems related to child
abuse, domestic violence and others.
2. How may collaborative working arrangements benefit both parties?
Working together and collaboratively gives benefits to all involved parties. It makes beneficial
to clients and social care providers in improving image. It improves overall health of clients. With
collaborative working, healthcare providers find easier in improving quality of services. It
decreases errors. when people work in a group or collaboratively then they are more likely to
learn and increase their knowledge.
Assessment Activity 1C
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Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
What should be included in a Case Management plan?
Case management plan refers a plan that describes: clients’ needs, problems, desires and
strategies for solving problems. There are number of elements that should be added in case
management plan in order to make it successful such as: Need assessment of clients or affected
people, service planning, monitoring and intake. It helps in improving decision-making process,
making referrals and case conceptualization.
Assessment Activity 1D
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
What coordination requirements and boundaries will you have to agree with other organisations?
For coordination and working in a partnership, voluntary organizations require providing
central point of contract for client or victims, they also need to monitor impact of service
intervention, facilitating communication in order to exchange information in a clear and concise
manner. The most important thing that need to be considered is: monitoring clients’ problems
and barriers that they face while accessing voluntary services.
Assessment Activity 2A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. How can mandatory reporting laws affect your duty of care?
Mandatory notification and reporting is important for registered professionals and it can
improve their overall productivity. When registered professionals follows reporting laws then it
improves patients’ safety by decreasing public exposure to risk of harm. In healthcare, it
makes able to professionals to detect cases on early basis and protect children against harm
and abuse. Overall, it can be said that it can decrease errors and can improve performance
of professionals.
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2. What are warning signs that someone is considering self-harm or suicide?
There are some signs that can help us out in determining that individual is going to suicide or
self-
harm such as: of person talks about feeing lonely, emptiness, hopeless and negativity as
everything that
is happening it is wrong. Talking about feeling of guilt, sadness, no reason to live and it would be
better if I die and others. Talking like these are genuine and strong sign of self-harm and suicide.
Assessment Activity 2B
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What communication skills should you use to provide information?
Communication is vital for working within voluntary organization and for exchanging information in an
effective manner. There are some skills that social service providers need to possess include: active
listening, confidence while talking, showing respect, showing empathy and being personable. An
ability to talk in a concise manner and showing emotional awareness is vital for making
communication process easier and clear.
2. Give an example of how you would communicate a timescale to a client.
There are number of ways to communicate with client and making them aware about health,
their progress and activities that they can do for being happy and improving health. Live
meeting, conference calls, video conference, audio call, texting are some ways to communicate
among social service providers. But one of the best way to communicate timescale to a client or
victims is face to face and group meeting. In face to face, one to one communication, clients can
be communicated with timescale and it can help them out in knowing all those activities that
they need to do.
Assessment Activity 2C
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What specific communication requirements may a person have?
In order to communicate in an effective manner sender needs to acknowledge various
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filters that is used to encode as well as decode requirement message. Social service providers who
deal with child, elder abuse, suicidal and other violence cases need to follow 7c’s of communication
model that refers clarity, concise, consideration and completeness. Mode of communication should be
selected as per the nature of message that people need to exchange. Active listening is the main key
of successful and effective communication so; people should have this ability to listen carefully.
2. What is augmentative and alternative communication?
Augmentative communication is used by people who already have some speech but find difficulties in
understanding because of limited speaking ability. Augmented communication is the type that relies
on users’ body language to deliver messages. These both systems of communication are important
for social service providers who sometimes find difficulties in speaking for and increasing participation
in daily activities.
Assessment Activity 2D
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. How can you access an interpreter?
In healthcare sector, doctors require immediate need and for that they can ask them
receptionist to call. Receptionists have responsibility to provide a telephone interpreter within
3-5 minutes. Call operator then ask code number from doctor. There are specific numbers for
each country for easier access to interpreter. In Australia, professionals may call TIS National
on 131450 and can ask them to call Austrade on 13 28 78 as it is easier way to access
interpreter.
2. What cultural barriers may you need to overcome?
For clear, successful communication and for improving productivity, there is requirement to
identify cultural barriers and solving them in a timely manner. One of the best way to
overcome cultural barriers is training and cultural awareness program. By conducting such
programs and providing training to all, healthcare and social service providers can be made
aware about different cultures of people who got affected with domestic violence and other
cases.
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Assessment Activity 2E
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. How can welfare dependency present a barrier to outcomes?
Welfare dependency is state in which a person is dependent on government’s welfare benefit
for their income and without being dependent, they cannot meet their daily expenses. Welfare
dependency that create some problems or barriers to outcomes include: problems in
fostering family and making them able to get easier access to healthcare services. In addition, it
can be said that it limits opportunities for children regarding participating as fully member of
society. It reduces their trust.
2. How can mistrust present a barrier to outcomes?
For becoming successful and working in a team, there is requirement to have trust among
group members. If there is no trust or mistrust, then it may create number of problems. When
co-workers and clients in healthcare sector do not trust each other’s then it leads
miscommunication. it may affect their health.
Assessment Activity 2F
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
How will a person-centred approach affect how the client’s needs are prioritised?
Person centred approach requires professionals to involve their clients and patients in the
process of decision-making and helping them out to take their actions. It increases their
capabilities as well as understanding as how to look after themselves without any help.
This approach, helps professionals in understanding as what clients want, how they want to
be informed and others. By engaging them in person centred approach, professionals can
increase clients’ satisfaction and health.
Assessment Activity 2G
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
1. What types of meetings could you hold?
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In healthcare and other sector, managers need to held meetings in order to inform employees
about
current trends and changes that company is going to make. Some effective types of meetings that
can be held include: status update, team building, idea sharing, decision-making, innovation and
others.
These meetings help all employees in gathering information regarding their job roles, current
trends and changes as well. By conducting status update and team building, I will promote
collaboration that will help me out in increasing performance of employees.
2. Why is an agenda important in meetings?
An agenda is beneficial for all involved party as it helps team members and manager in
knowing as what will be done at meeting. It helps out managers to be on track, monitoring
and identify whether they are going on the right track or not. Without an agenda, manager
may find difficulties in completing important business.
Assessment Activity 2H
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
Create a Case Management plan for a person of your choice.
Create a Case Management plan for a person of your choice.
case management plan is a process that is based on identifying clients’ needs, setting
priorities and taking actions to accomplish goals.
Assessment Activity 3A
Complete the following individually or in a group (as applicable to the specific activity and the
assessment environment):
How can you prevent service duplication?
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