CHCCOM005 Communicate and work in health or community services

CHCCOM005
Communicate and work in health or community services
Release 2

Final assessment tasks

Part A – Questions

Purpose	You will demonstrate a sound knowledge of the unit requirements in your responses.
Instructions to the candidate	All questions must be answered satisfactorily for Part A to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed.
Resources required	The question responses section is the only resource required for this questioning assessment to be completed.
Assessment conditions	Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources. Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Reasonable adjustment	If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor.

Question 1	Explain two different modes of communication.
Answer
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Question 2	Name four types of non-verbal communication
Answer
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Question 3	Give two examples how you can ensure the message you have conveyed has been received.
Answer
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Question 4	Why is it important to clarify client’s request and respond accordingly
Answer
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Question 5	Explain how choice of language can influence the way we communicate with each other.
Answer
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Question 6	Explain how disability can influence the way we communicate with each other.
Answer
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Question 7	Explain how one’s state of health can influence the way we communicate with each other.
Answer
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Question 8	Explain how age can influence the way we communicate with each other.
Answer
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Question 9	Name 2 types of referral processes that could be used by your organization and health/community services
Answer
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Question 10	What does maintaining confidentiality of information mean and how does one maintain confidentiality?
Answer
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Question 11

In the following chart, write the meaning of commonly used industry terminology

Answer

Acronym	Meaning	Acronym	Meaning
ADL’s		B/P
BD		DOB
TDS		Mls
Mane		Nocte
IDC		SPC
BO		U/A
QID		BNO

Marking

q Satisfactory

q Unsatisfactory

Question 12	You have received a message from John’s GP to confirm a hospital appointment on the coming Thursday, 26 March at 3.00pm. You need to write a reminder on the calendar in his room. Write what you consider to be a specific reminder for John and how would you inform management and co – workers:
Answer
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Question 13	What could be considered to be a difficult situation?
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Question 14	What are workplace policies and procedures?
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Question 15	Give three examples of types of documentation as an individual support worker you might complete in a shift.
Answer
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Question 16	When writing progress notes your entry must be:
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Question 17	Skill and knowledge development opportunities can be formal and informal How would you find out about what course or training is available
Answer
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Question 18	What is meant by ‘ethical decision-making’?
Answer
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Question 19	Describe the main types of breaches in standard procedures that community services workers are most likely to encounter.
Answer
Marking	q Satisfactory	q Unsatisfactory

Question 20	Explain what ‘person-centred’ means in relation to providing community services.
Answer
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Question 21	What is a multidisciplinary team?
Answer
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Question 22	Give 2 examples of possible funding sources in the community services sector.
Answer
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Part B – Case study questions

Purpose	You will demonstrate a sound knowledge of the unit requirements in your responses.
Instructions to the candidate	All questions must be answered satisfactorily for Part B to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed.
Resources required	The question responses section is the only resource required for this section to be completed.
Assessment conditions	Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources. Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Reasonable adjustment	If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor.

Candidate to complete

Candidate name
Date of assessment
Assessment declaration	I declare that no part of this assessment has been copied from another person’s work, except where clearly noted on documents or work submitted. I declare that no part of this assessment has been written for me by another person. I understand that plagiarism is a serious offence that may lead to disciplinary action by my training organisation.
Candidate signature

Read the case study, then answer the questions that follow.

Case study (questions 1–6)

Maria is a community services worker. In her role she needs to be able to communicate with many people with different communication needs. Some of the people she works with have low literacy levels and others are living with an impairment that impacts on their communication. To be an effective communicator in her workplace Maria needs to be able to employ a range of communication modes, models and types in order to meet the individual communication needs of the people she cares for.

CS Question 1	What are two ways in which Maria’s grammar may impact upon her communication with the people she is providing care to?
Answer
Marking	q Satisfactory	q Unsatisfactory

CS Question 2	Why is speed of voice important when Maria is using verbal communication with the people receiving her care?
Answer
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CS Question 3	Why is nonverbal communication important and when should Maria use nonverbal communication?
Answer
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CS Question 4	Provide two examples of how Maria might use nonverbal communication in the workplace.
Answer
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CS Question 5	What are some ways that Maria could recognise the nonverbal behaviour of the people she is caring for?
Answer
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Read the case study, then answer the questions that follow.

Case study (questions 7–12)

Declan has recently finished his qualification and joined the community services sector. At the moment he is finding that the most difficult part of his new job is developing an understanding of the structure, function and interrelationships between the different parts of the community services system. Declan’s workplace also has many different lines of communication both internally within his organisation and externally with other related services.

CS Question 6	What important information should Declan be aware of regarding lines of communication between the organisation he works for and other community services?
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CS Question 8	What information should Declan understand about the structure of the community services system?
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CS Question 9	What information does Declan need to know regarding the function of the community services system?
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CS Question 10	What information should Declan be aware of regarding interrelationships between his service and other community sector services?
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CS Question 11	Why is it important for Declan to follow communication protocols in his new workplace?
Answer
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CS Question 12	Why should Declan report information through the correct authority line?
Answer
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Read the case study, then answer the questions that follow.

Case study (questions 16–23)

Sherrie is a community services worker and the organisation she works for provides physical assistance to children living with a disability. As part of Sherrie’s role she must comply with the ethical and legal requirements of her workplace.

Since working for this organisation Sherrie has had to deal with several unresolved conflict situations, has observed breaches in standard procedures and been faced with complicated situations that required her to make ethical decisions regarding potential conflicts of interest. One of the major problems encountered by Sherrie (and the others with whom she works) is a lack of funding, which means that they are unable to do many things that they would like to do to improve their workplace.

CS Question 13	List four guidelines that must be considered when complying with legal and ethical responsibilities.
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CS Question 14	What are Sherrie’s ethical and legal requirements for mandatory reporting if she notices neglect or abuse of a child who is not accessing care, but is associated with a person who is?
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CS Question 15	Explain what Sherrie should be looking for if she suspects a child is at risk of physical harm or has been physically harmed.
Answer
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CS Question 16	What should Sherrie do if an adult or child discloses an incident of child neglect or abuse to her in confidence?
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CS Question 17	What ethical and legal requirements must Sherrie comply with regarding information sources she accesses and uses in her workplace?
Answer
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CS Question 18	When might Sherrie be required to apply ethical decision-making to a work situation?
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CS Question 19	What are two examples of situations that contain the potential for a conflict of interest?
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CS Question 20	Provide one example of a breach of standard procedures and explain what Sherrie must do if she identifies a breach in procedures.
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CS Question 21	Describe some of the issues that could prevent Sherrie and others in her workplace from being able to realise their workplace rights and responsibilities.
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CS Question 22	What should Sherrie do is she identifies an issue that impacts on her rights and responsibilities in the workplace?
Answer
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CS Question 23	How should Sherrie handle unresolved conflict in her workplace?
Answer
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