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CHCADV001 Facilitate the interests and rights of clients

Unit code	CHCADV001
Unit name	Facilitate the interests and rights of clients
Tafe NSW

Unit purpose

This unit describes the skills and knowledge required to assist clients to identify their rights, voice their needs and concerns and realise their interests, rights and needs.

This unit applies to workers of all levels in a range of health or community services settings who provide services using a human rights based approach and have direct interaction with clients.

Assessment plan

To demonstrate competence in this unit, you must successfully complete each of the following assessment events:

Event 1

Portfolio - Facilitate client interests, rights and needs

Event 2

Portfolio - Client Advocacy and support

Event 3

Portfolio - Lodging a complaint

Event 4

Report - Progress review planning

Assessment conditions

Submission dates

Submission of assessment events are flexible to your own personal needs. You should discuss a timeline with your facilitator in order to determine suitable dates to submit each assessment event for marking.

Submission instructions

Your assessment events must be submitted online via the TAFEnow website.

• Complete each of your assessment events and save your files with the event name and your own name – for example:Event1_john_smith.

• Upload your assessment event files and any other additional attachments to the space provided in the TAFEnow online learning platform.

Student is required to provide the following materials and equipment

To complete this assessment, you will need to provide:

 A personal computer with internet access

TAFE is required to provide materials and equipment

To complete this assessment, your facilitator will provide access to:

 Nil

Additional resources

 Nil

Facilitator support and supervision

There is no facilitator supervision required for these assessment events. If you are unclear about any aspect of the assessment please contact your facilitator for guidance.

Student collaboration

Student collaboration is not permitted.

Assessment attempts

You have two attempts on each event.

General information

Click here for general information about assessment at TAFE NSW.

Tutorial assistance is available for all students at Studiosity which is accessible through the online learning platform.

Plagiarism and referencing

Plagiarism is taking the ideas or writings of others and presenting them as if they were original to the user. This includes copying, quoting or

paraphrasing text, images or ideas without crediting the original source.

All students are expected to correctly credit and reference sources used within assessment items. There are strict penalties for students found to be in breach of these guidelines.

If you need help on:

 Referencing - refer to the Smart Study Guide

Report writing - refer to Report writing information

Assessment events

Assessment event 1: Portfolio - Facilitate client interests, rights and needs

This event requires you to submit a portfolio of evidence that demonstrates your ability to identify and facilitate the realisation of client interests, rights and needs.Your evidence must include the following items: 1. Responses to the Scenario 1 questions

  1. Resource List

These items must address the criteria as listed below.

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Responses to the Scenario 1 questions

Respond to each of the questions provided.

All responses must:

1. Be presented in the Scenario 1 document template.

2. Be answered correctly.

3. Provide detail addressing all parts of each question with examples as appropriate.

4. Use clear and concise language to ensure the intended meaning is understood.

5. Provide references to the source of information, as relevant.

2. Resource List

Submit a list of resources that may be useful in your meeting with Mrs. Ballesteros. Your resources may include webpages, organisations, networks or people.

Your Resource List must:

1. List a minimum of three sources of information on available options to assist Mrs. Ballesteros in meeting her rights and needs and to identify her preferred options. Include a brief explanation of why each is relevant.

2. List a minimum of three types of community resources, networks and referral options with a brief explanation of why each is relevant.

Assessment event 2: Portfolio - Client Advocacy and support

This event requires you to submit a portfolio of evidence that demonstrates your ability to advocate for and provide ongoing support to a client.This event builds on the information provided in event 1. Your evidence must include the following items:

  1. Responses to the Scenario 2 questions
  2. Advocacy Action Plan

These items must meet the criteria as listed below:

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Responses to the Scenario 2 questions

Respond to each of the questions provided All responses must:

1. Be presented in the Scenario 2 document template.

2. Be answered correctly.

3. Provide detail addressing all parts of each question withexamples as appropriate.

4. Use clear and concise language to ensure the intended meaningis understood.

5. Provide references to the source of information, as relevant.

2. Advocacy Action Plan

Submit an Advocacy Action Plan for Mrs. Ballesteros based on the information in the Scenario 1 and Scenario 2 documents.

The Plan must:

1. Be completed on the Indigo Advocacy Action Plan template

2. List Mrs. Ballesteros' five main issues and concerns.

3. Provide two realistic potential outcomes.

4. List three initial actions to take towards reaching the identified outcomes and identify what the client and the advocate will each do.

5. List three third party agencies that may need to be contacted and identify the types of information they could provide.

Assessment event 3: Portfolio - Lodging a complaint

This event requires you to submit a portfolio of evidence that demonstrates your ability to support a client making a complaint.

This assessment event is based on the following scenario. Your evidence must include the following items:

  1. Responses to the Case study questions
  2. Email to client
  3. Letter of complaint

These items must meet the criteria as listed below:

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Responses to the Case study questions

Respond to each of the questions provided.

All responses must:

1. Be presented in the Case study document template.

2. Be answered correctly.

3. Provide detail addressing all parts of each question with examples as appropriate.

4. Use clear and concise language to ensure the intended meaning is understood.

5. Provide references to the source of information, as relevant.

2. Email to client

Write an introductory email to Jarrod, based on the information provided in the Case study document, outlining the complaints process and the advocate's role.

Your email must:

1. Be completed on the Indigo email template.

2. Clearly outline Jarrod's rights and responsibilities in relation to the complaints process. Include:

o Duty of care o Human rights o Confidentiality

o Informed consent

3. Explain the advocate’s role in the complaints process, considering legal and organisational requirements and constraints, and using the Indigo policies and procedures as a guide.

3. Letter of complaint

Write a letter of complaint to Independence Australia on Jarrod's behalf, using the information contained in the Case study document.

Your letter must:

1. Be completed on the Indigo letter template

2. Explain the issue and its impact on the client.

3. Discuss duty of care and organisational

responsibility in relation to the incident.

4.

Seek a satisfactory outcome in line with Jarrod's preferences.

Assessment event 4: Report - Progress review planning

This event requires you to submit a report that demonstrates your ability to follow up and review progress with and for a client.This event builds on information from event 3 and additional information found in the Report scenario. Your report must include the following sections:

  1. Background
  2. Progress plan

These items must meet the criteria as listed below:

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Background

Write a brief background description of Jarrod’s case.

Your background must:

1. Objectively describe the facts of Jarrod's case and and what has happened so far.

2. Progress plan

Explain how you plan to monitor the complaints process and how you will provide ongoing support and information to Jarrod.

Your plan must include the following:

1. Describe how you will discuss progress and outcomes of the complaint with Jarrod.

2. Explain the strategies you will use to collaborate with Jarrod regarding further actions related to the complaint.

3. Describe your procedure for following up with other services as required.

4. Describe the strategies and/or tools you will use to obtain feedback from Jarrod regarding your performance in dealing with the complaint and working with him.

5. Suggest possible actions you could take on any feedback received from Jarrod in order to improve your own work.

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