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E1144 Certificate III in Individual Support Assessment 2.3

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

Module 2: Individualised support, communication and working legally & ethically

1. Background/Overview

When you work for an aged care sector organisation, you may encounter some workplace issues when you are required to complete an incident report. In doing so, you must ensure your communication is objective, accurate and concise.

You will also need to know how to communicate in the workplace and follow your workplace procedures for any communication.

Effective communication is a vital part of succeeding in your work role and you will need a good grasp of verbal and non-verbal communication techniques.

2. Brief

This assessment consists of three (3) parts.

This assessment provides you with the opportunity to demonstrate your knowledge of the following areas:

  • Completing an incident report according to workplace policies
  • Write a workplace email
  • Report conflict situations to a supervisor
  • Principles of effective communication

There is an appendix at the end of the assessments, you will need to refer to it to complete Part 1, question B and Part 2, question B.

3. Activities

Part 1. Ethical responsibilities

A: Imagine you are working as an aged care support worker for an individual who receives support in their home. You spend a lot of time at the house and have developed great rapport with the whole family; they treat you like part of the family.

On one occasion, the family try to give you a gift.

Complete the table:

What is the ethical dilemma presented in this scenario?

(50-100 words)

How should you respond?

(50-100 words)

If you are unsure of the scope and nature of your own ethical responsibilities and work role, what should you do?

(50-100 words)

If you want to access some information about how to handle an ethical situation such as this, what can you do?

(50-100 words)

B: There are many other potential ethical issues that may arise from working closely with a family, or an individual. Identify one (1) other potential ethical issue or dilemma that may arise. Complete the table:

Potential ethical issue or dilemma that may arise from working closely with people. (50-100 words)

Identify an appropriate person to discuss this issue with.

(10 words)

What would be an unethical way to respond to this issue or dilemma?

(50-100 words)

If you become aware of unethical conduct, who should you report it to?

(10 words)

C: Imagine that the family ask you to do some extra weekend cleaning or other support work for cash:

  • what is the potential conflict of interest?
  • what action should you take? (50-100 words)
  • List and describe what your professional boundaries are within this situation?
  1. What is the potential conflict of interest?
  2. What action should you take? (50-100 words)
  3. List and describe what your professional boundaries are within this situation?

Part 2.

As a care support worker in aged care and home and community, your clients may be elderly or you may be called upon to provide care support for younger people with a disability. You will also be working with people from diverse cultures and ethnicities, and you will undoubtedly come across some beliefs or behaviours that are different to yours.

Read the scenario and then answer the question:

A: There are two competing value systems in this scenario: the family value academia very highly and place this at the top of Ji-yoon’s agenda; as her support worker, you value her individual plan and the associated activities, such as her engagement in physiotherapy and speech therapy.

Identify and briefly describe one (1) technique you could use to solve this problem by reflecting on your own vaules. (50-100 words)

B: How can you ensure your own personal values and attitudes do not impact on your work, and you engage in non-judgemental practice when supporting people with different ideas and cultures to your own? (50-100 words)

C: Imagine that Ji-yoon adds you as a friend on a social networking site. Would it be a breach of professional boundaries if you accepted her request? Briefly explain your answer. (50-100 words)

Part 3. Policies, protocols and industry jargon

A: Complete the table below regarding workplace policies and procedures.

1

2

Identify two (2) reasons is it essential to accurately record and document any ethical or legal issues.

Identify two (2) reasons you must follow workplace policies and protocols concerning your legal and ethical responsibilities.

Identify two (2) ways you can clarify your workplace policy framework if you are unsure of it.

Identify two (2) reasons workplaces have mandatory reporting.

Identify two (2) ways you can clarify your own responsibilities and limitations within your work role-boundaries.

Identify two (2) ways workplace policies, procedures and protocols may be developed.

Identify two (2) ways or process by which workplace policies, procedures and protocols can be reviewed.

Identify two (2) reasons you should participate in continuing professional development in your workplace.

B: As an aged care support worker, it is vital that you understand some key terminology, or jargon, related to working legally and ethically in your industry.

In your own words, explain what the difference is between ‘code of conduct’ and ‘code of practice’ as it relates to care support work. (50-100 words)

C: In your own words, define each of the terms in the table, and briefly describe what these terms mean and how it may be applied.

Industry term

Definition, in your own words (20-50 words)

A brief example to demonstrate what this term means, or how it may be applied. (50-100 words)

Dignity of risk

Duty of care

Privacy

Confidentiality

Disclosure

Informed consent

Practice standards

Work health and safety

D: When communicating your organisation’s service information to an individual receiving support, their carer, or family, why is it essential that you consider how to communicate the information in a clear and easy to understand way? (50-100 words)

Part 4. Legal considerations

A: Leaving a group of people with high support needs alone for two hours is an example of a breach of duty of care, and since it comes under the umbrella of negligence, it is a legal issue.

Complete the table regarding legal issues in the context of an aged care support worker role:

Describe two (2) examples of a potential or actual beach of duty of care that would be a legal issue.

(50-100 words)

If a breach of duty of care occurs, who should you report it to?

(20-50 words)

Why is it essential to follow workplace policies and procedures with regards to legal requirements? Think about your work role.

B: Complete the table regarding some legal considerations in your work role.

Where could you go?

Who could you talk to?

What could you read?

If you need to access and interpret some information regarding the legal requirements that apply to your work role.

If you want to clarify your own legal rights, responsibilities and limitations.

If you want to know more about specific legislation in your work area.

If you need better knowledge of industrial relations legislation relevant to your work role.

C: Research relevant laws pertaining to the anti-discrimination of an aged person. Complete the table.

How did you research about relevant laws on Anti discrimination?

Where did you look?

Did you talk to anyone?

(50-100 words)

Identify a law that you found.

(20-50 words)

In your own words, briefly describe what that law states.

(50-100 words)

Part 5. Legal and ethical frameworks

A: There are many differences between legal and ethical frameworks, and this can often be seen in the consequences of illegal and unethical actions.

Read the examples of illegal and unethical actions related to age care support work, and complete the tables on the legal and ethical consequences of each action:

Action

Does this have a legal consequence?

If yes, briefly identify what.

(20-50 words)

Does this have an ethical consequence?

If yes, briefly identify what.

(20-50 words)

A company refuses to hire a person due to their age.

A complaint made about CareShore (the aged care facility), is ignored by management.

B: For the next table, complete the legal and ethical consequences for each situation and also include what action you would take.

Situation

Does this have a legal consequence?

If yes, briefly identify what.

Does this have an ethical consequence?

If yes, briefly identify what.

What action would you take?

A care support worker shares confidential information about a client.

An individual receiving support makes a negative remark towards another support worker.

The client reported that another aged care support worker took a biscuit from the cupboard without asking.

C: In the tables above, identify which actions are an issue of human rights. Refer to the Universal Declaration of Human Rights if you need help. (20-50 words)

D: What is the difference between human needs and human rights? (20-50 words)

E: If you need more information on the human rights frameworks, approaches and instruments used in your workplace:

  • where can you look for information?
  • who can you talk to?
  • why is it important for you to know the human rights frameworks and approaches used in your workplace?

Complete the table:

Question

Your answer

(50-100 words)

Where can you look for information?

Who can you talk to?

Why is it important for you to know the human rights frameworks and approaches used in your workplace?

Part 6. Rights and responsibilities

A: As a care support worker, you must uphold the rights of individuals you provide support for, but also remember that you too have rights that need to be upheld. Rights are usually governed by laws.

You are also obliged to meet your responsibilities (your duties) to the people you support, but don’t forget that the individuals you work with, their families and/or carers, also have a responsibility towards you.

Imagine you are working for CareShore, providing support to an aged person in their home. Complete the table regarding the rights and responsibilities of both you as the aged care support worker, the individual as the person receiving support, and CareShore as the employer.

An example of each has been done for you.

Example:

Your answer:

An example of your responsibility as the care support worker

Maintain the individual’s confidentiality.

An example of your rights as the care support worker

The right to work in a clean environment.

An example of the individual receiving support, or their family/carer’s responsibility

Responsible for treating the support worker with respect.

An example of the individual receiving support, or their family/carer’s rights

The right to make informed decisions about the support and services being received.

An example of CareShore’s responsibility

Ensure workers have adequate instruction, training and information to work in a safe and healthy manner.

An example of CareShore’s rights

The right to ask questions to ascertain whether someone can adequately perform the job.

B: Older people and people with a disability who receive support have the right to complain if they feel their rights have been breached, or they are not receiving the care they want.

Imagine that Ji-yoon’s university has suggested she attend another university, as they don’t feel they can adequately support her needs in a mainstream environment. Ji-yoon’s parents ask you for your help to complain about this.

Outline six (6) steps you can take to help Ji-yoon’s family understand their rights, and start a complaint process. Take into consideration their communication and language needs.

Steps to assist Ji-yoon’s family in understanding their rights, and starting a complaint process.

Step 1)

Step 2)

Step 3)

Step 4)

Step 5)

Step 6)

Part 7. Workplace and performance improvements

Read the scenario and answer the questions:

A: Identify and briefly explain at least three (3) ways Dylan can improve his work practices. Say whether each is related to Dylan’s legal or ethical responsibilities.

Complete the table:

Identify three (3) actions Dylan has taken that could be improved upon.

Is this action related to Dylan’s legal or ethical responsibilities?

Briefly describe how Dylan could perform this action better to improve his work and duty of care. (50-100 words)

1)

2)

3)

B: Feedback on workplace practices is vital to ensuring you are providing the best care possible, meeting your legal and ethical requirements, and contributing to improving your workplace.

Complete the table about improving work practices and procedures by providing feedback to colleagues and supervisors.

As Dylan’s colleague, how could you share your feedback with him regarding how he may improve his work practices? (50-100 words)

Why is proactively sharing feedback, and voicing improvements with colleagues and supervisors an important part of your role as an aged care support worker?

Would you need to report any of Dylan’s actions to your supervisor? If yes or no, please explain your reasons why?

C: When you work in the aged care support industry, you will need to do a number of things to ensure you are working to the correct standards and that your knowledge is accurate and up-to-date.

Look at the information in the table and answer the questions:

Who can you talk to about doing this?

When might be an appropriate time to do this?

Is there any documentation you think you would be helpful?

Contributng to the review and development of your workplace practices, policies and protocols.

Seeking feedback and advice on what skills and knowledge you need to develop.

Taking action or opportunities, to develop the skills.

4. Assessment Rubric

Below is a rubric that determines whether your answers and knowledge is satisfactory or unsatisfactory.

To be deemed satisfactory, and to pass the assessment, you must complete the requirements for the column that is titled ‘satisfactory’.

It is advisable to read the rubric for the question you are answering to determine if you have fully answered the question to the correct standard.

Criteria

Satisfactory

Not yet satisfactory

Part 1:

Question A

The student is able to adequately:

- identify an ethical dilemma,

and

- describe an appropriate response to handle the dilemma,

and

- describe a different appropriate response to handle the dilemma when they are unsure of their ethical responsibilities,

and

- describe a way / ways to access relevant information that can be used to handle the given ethical situation.

The student fails toordoes not adequately:

- identify an ethical dilemma,

and / or

- describe an appropriate response to handle the dilemma,

and / or

- describe a different appropriate response to handle the dilemma when they are unsure of their ethical responsibilities,

and / or

- describe at least one way to access relevant information that can be used to handle the given ethical situation.

Part 1:

Question B

The student is able to:

- adequately identify an ethical issue or dilemma,

and

- identify an appropriate person with whom the issue or dilemma can be discussed,

and

- adequately describe an unethical way to respond to the issue or dilemma,

and

- identify an appropriate person of authority to report any instance of unethical conduct.

The student fails to:

- adequately identify an ethical issue or dilemma,

and / or

- identify an appropriate person with whom the issue or dilemma can be discussed,

and / or

- adequately describe an unethical way to respond to the issue or dilemma,

and / or

- identify an appropriate person of authority to report any instance of unethical conduct.

Part 1:

Question C

The student is able to:

- correctly identify the potential conflict of interest,

- adequately describe an appropriate response to handle the situation

and

- correctly describe professional boundaries within the situation

The student fails to:

- correctly identify the potential conflict of interest,

- adequately describe an appropriate response to handle the situation.

and / or

- correctly describe professional boundaries within the situation

Part 2:

Question A

The student is able to identify and adequately describe an appropriate technique to solve the problem of competing value systems in the given scenario.

The student fails to identify and / or adequately describe an appropriate technique to solve the problem of competing value systems in the given scenario.

Part 2:

Question B

The student is able to adequately:

- describe a way / ways to ensure their personal values and attitudes do not impact on their work,

and

- describe a way / ways to engage in non-judgemental practice in the given or a similar situation.

The student fails to adequately:

- describe at least one way to ensure their personal values and attitudes do not impact on their work,

and / or

- describe at least one way to engage in non-judgemental practice in the given or a similar situation.

Part 2:

Question C

The student is able to:

- correctly identify if accepting Ji-yoon’s request to be an online friend constitutes a breach,

and

- adequately explain the reason for their answer.

The student fails to:

- correctly identify if accepting Ji-yoon’s request to be an online friend constitutes a breach,

and / or

- adequately explain the reason for their answer.

Part 3:

Question A

The student is able to correctly and fully answer each item.

The student fails to correctly and / or fully answer each item.

Part 3:

Question B

The student is able to correctly and adequately explain the difference between the two given terms in relation to care support work.

The student fails to correctly and / or adequately explain the difference between the two given terms in relation to care support work.

Part 3:

Question C

The student is able to:

- correctly define each term,

and

- clearly illustrate each term with an example.

The student fails to:

- correctly define each term,

and / or

- clearly illustrate each term with an example.

Part 3:

Question D

The student is able to fully and clearly explain, with a reason / reasons, why communicating information in a clear and easy way is essential.

The student fails to fully and clearly explain, with at least one reason, why communicating information in a clear and easy way is essential.

Part 4:

Question A

The student is able to:

- correctly identify and describe 2 examples of a breach (different from the given example) that would be a legal issue,

and

- correctly identify the person of authority to report any instance of a breach of duty of care,

and

- explain clearly and fully, with a reason / reasons and by drawing appropriate links to their work role, why it is essential and a legal requirement to follow workplace policies and procedures.

The student fails to:

- correctly identify and describe 2 examples of a breach (different from the given example) that would be a legal issue,

and / or

- correctly identify the person of authority to report any instance of a breach of duty of care,

and / or

- explain clearly and fully, with at least one reason and by drawing appropriate links to their work role, why it is essential and a legal requirement to follow workplace policies and procedures.

Part 4:

Question B

The student is able to correctly and fully answer each item.

The student fails to correctly and / or fully answer each item.

Part 4:

Question C

The student is able to:

- adequately recount their experience of researching relevant laws,

and

- correctly identify a relevant law from their research,

and

- correctly paraphrase the meaning of the law they have identified.

The student fails to:

- adequately recount their experience of researching relevant laws,

and / or

- correctly identify a relevant law from their research,

and / or

- correctly paraphrase the meaning of the law they have identified.

Part 5:

Question A

The student is able to:

- correctly identify whether each situation has a legal or ethical consequence

and

- correctly identify what the legal or ethical consequences are for each situation

The student fails to:

- correctly identify whether each situation has a legal or ethical consequence

and / or

- correctly identify what the legal or ethical consequences are for each situation

Part 5

Question B

The student is able to:

- correctly identify whether each situation has a legal or ethical consequence

and

- correctly identify what the legal or ethical consequences are for each situation

and

- identify an appropriate action to take for each situation

The student fails to:

- correctly identify whether each situation has a legal or ethical consequence

And

- correctly identify what the legal or ethical consequences are for each situation

and

- identify an appropriate action to take for each situation

Part 5:

Question C

The student is able to correctly identify at least one action that is an issue of human rights.

The student fails to correctly identify at least one action that is an issue of human rights.

Part 5:

Question D

The student is able to correctly and adequately explain the relationship between human needs and human rights.

The student fails to correctly and adequately explain the relationship between human needs and human rights.

Part 5:

Question E

The student is able to:

- correctly identify the place where they can look for relevant information,

and

- correctly identify the person / persons from who they can get relevant information

and

- correctly and adequately explain why it is important for them to know the human rights frameworks and approaches used in their own workplace.

The student fails to:

- correctly identify the place where they can look for relevant information,

and / or

- correctly identify the person / persons who they can get relevant information from,

and / or

- correctly and adequately explain why it is important for them to know the human rights frameworks and approaches used in their own workplace.

Part 6:

Question A

The student is able to cite an appropriate example for each item.

The student fails to cite an appropriate example for each item.

Part 6:

Question B

The student is able to clearly outline all six steps they can take to help Ji-yoon’s family.

The student fails to clearly outline all six steps they can take to help Ji-yoon’s family.

Part 7:

Question A

The student is able to:

- identify three distinct actions Dylan has taken that could be improved upon,

and

- correctly determine if the three actions are related to legal or ethical responsibilities,

and

- adequately describe how Dylan should actually perform the three actions to improve his work and duty of care.

The student fails to:

- identify three distinct actions Dylan has taken that could be improved upon,

and / or

- correctly determine if the three actions are related to legal or ethical responsibilities,

and / or

- adequately describe how Dylan should actually perform the three actions to improve his work and duty of care.

Part 7:

Question B

The student is able to:

- describe a way / ways in which they could share their feedback with Dylan on how to improve his work practices,

and

- explain fully and clearly why proactive sharing of feedback and voicing improvements are an important part of a care support worker’s role,

and

- correctly determine if they would need to report Dylan’s actions to the supervisor.

The student fails to:

- describe a way / ways in which they could share their feedback with Dylan on how to improve his work practices,

and / or

- explain fully and clearly why proactive sharing of feedback and voicing improvements are an important part of a care support worker’s role,

and / or

- correctly determine if they would need to report Dylan’s actions to the supervisor.

Part 7:

Question C

The student is able to:

- correctly identify the person / persons of authority to talk to in each of the given situations,

and

- correctly determine the appropriate time to talk to the identified person / persons in each of the given situations,

and

- correctly determine if there is any relevant documentation that would be helpful in any of the given situations.

The student fails to:

- correctly identify the person / persons of authority to talk to in each of the given situations,

and / or

- correctly determine the appropriate time to talk to the identified person / persons in each of the given situations,

and / or

- correctly determine if there is any relevant documentation that would be helpful in any of the given situations.

Overall assessment requirements

Word counts

As per tasks

Plagiarism

All the student’s work is original and sourced where appropriate.

Referencing

Appropriate referencing conventions are used.

5. Units of Competency

This assessment meets the following units of competency:

CHCCCS015 Provide individualised support

CHCCOM005 Communicate and work in health or community services

CHCLEG001 Work legally and ethically

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