Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes skills and knowledge for care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service |
Application of the Unit
Application |
This unit applies to work in a range of health settings where health services are provided with direct client contact involved Work performed requires a range of well-developed skills where some discretion and judgement is required Individuals will take responsibility for their own outputs and limited responsibility for the output of others Application of this unit should be contextualised to reflect any client service requirements, issues and practices specific to each workplace |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Communicate appropriately with clients |
1.1 Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role 1.2 Identify and use communication strategies and techniques to achieve most effective client service outcomes 1.3 Respond to and deal with complaints in line with organisation policy to enhance service to clients 1.4 Access interpreter services as required 1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel |
2. Establish and maintain an appropriate relationship with clients |
2.1 Establish rapport with client and ensure the service is appropriate to and in the client's best interest 2.2 Use effective listening skills to ensure a high level of effective communication and quality service provision 2.3 Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors 2.4 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required 2.5 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes |
3. Act in a respectful manner at all times |
3.1 Positively, actively and consistently demonstrate respect for differences in all work 3.2 Maintain confidentiality and privacy of clients 3.3 Demonstrate courtesy in all interactions with clients, their visitors, carers and family 3.4 Provide assistance with the care of clients with challenging behaviour in accordance with established procedures 3.5 Use appropriate techniques to manage and minimise aggression |
4. Evaluate own work to maintain a high standard of client service |
4.1 Seek and receive advice and assistance from appropriate sources on own performance 4.2 Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate this competency unit : |
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Access and equity considerations : |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts. |
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Clients may include : |
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Others with whom interaction is required in regard to client services may include : |
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Communication may require : |
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Modes of communication include : |
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Respect for difference may include differences such as : |
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Confidentiality and privacy of clients refer to : |
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Maintenance of confidentiality and privacy of clients include : |
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Performance monitoring may include : |
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Unit Sector(s)
Not Applicable