SAB CHCCOM005 CHCLEG001 Work Legally and Ethically

STUDENT
ASSESSMENT
BOOKLET
CHC33015
C ERTIFICATE III IN I NDIVIDUAL SUPPORT
WORKING IN COMMUNITY SERVICES
CHCCOM005 Communicate and work in health and

community services
CHCLEG001 Work legally and ethically
Student first name: ______________________________________________________________________________
Student last name: ______________________________________________________________________________
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Mount Gravatt, QLD 4122
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ASSESSMENT OVERVIEW
This Student Assessment Booklet includes all your tasks for assessment of the units:
 CHCCOM005 Communicate and work in health and community services
 CHCLEG001 Work legally and ethically.
ABOUT YOUR ASSESSMENTS

This cluster requires that you complete 8 assessment tasks. You are required to complete all tasks to demonstrate
competency in these units.
Assessment Task About this task
Assessment Task 1: Questions and answers You must correctly answer all 21 questions.
Assessment Task 2: Case studies There are five case studies in this task. You are to read and
complete the questions for each one.
Assessment Task 3: Role plays There are four role plays in this task.
You are to show that you have the required skills and knowledge
to deal with each scenario. You will also need to read background
information and answer questions.
Assessment Task 4: Project – Report You are to complete a template form to report suspected child
abuse, based on one of the scenarios in Assessment Tasks 2 and
3.
Assessment Task 5: Workplace task You are to find and discuss a number of workplace policies and
procedures, and also a job description for a job you would like to
have in the future.
Assessment Task 6: Workplace task – You are to be watched by your assessor during your work
Communicate with clients placement service as you communicate with clients.
Assessment Task 7: Project – Workplace For this task you will need to do the following:
improvements  Identify two workplace practice improvements.
 Write an email to your work placement supervisor to suggest
improvements.
 Meet with your supervisor to discuss your suggestions.
Write a short report to record the outcomes of your discussion.
Assessment Task 8: Project – feedback and For this task you are to get feedback about your skills
skills development development and answer some questions based.
Supporting resources
You may like to look at the following websites, books and documents for more information about the topics related
to this cluster:
 Arnott, G 2011, The Disability Support Worker, Pearson Australia, Frenchs Forest, NSW.
 Croft, H 2013, The Australian Carer 3rd edn, Pearson Australia, Frenchs Forest, NSW.
How to submit your assessments
When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Assessment Task Cover Sheet

At the beginning of each task in this booklet for which you need to submit work, you will find an Assessment Task
Cover Sheet. Please fill it in for each task, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task, and will write this on the back of the
Task Cover Sheet.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents you
submit into your student file. These will not be returned to you.
Assessment appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your
Student Handbook for more information about our appeals process.
Assessment plan
The following outlines the requirements of your final assessment for this cluster. You are required to complete all
tasks to demonstrate competency in these units.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due date
1. Questions and answers
2. Case studies
3. Role plays
4. Project – Report
5. Workplace task
6. Workplace task – Communicate with clients
7. Project – Workplace improvements
8. Project – feedback and skills development
DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Apex Training Institute Page 5
AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign
this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment?  Yes  No
Do you understand the requirements of this assessment?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any special needs or considerations to be made for this assessment? If  Yes  No
yes, what are they?
___________________________________________________________________________________________
Do you understand your rights to appeal the decisions made in an assessment?  Yes  No
Student name: ________________________________________________________________________________
Student signature: __________________________________________________ Date: ____________________
Assessor name: ______________________________________________________________________________
Assessor signature: _________________________________________________ Date: ____________________

ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1
Students: Please fill out this cover sheet clearly and accurately for this task.
Make sure you have kept a copy of your work.
Name:
Date of birth: Student ID:
Cluster: Working in Community Services

Units:
 CHCLEG001 Work legally and ethically
Student to complete Assessor to complete
Resubmission? Student Sufficient/

Assessment Task Y/N initials insufficient Date
Written questions
STUDENT DECLARATION
I ____________________________________________________ declare that these tasks are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _____________________________________________________________________________
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
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Assessor signature: ____________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSMENT TASK 1: WRITTEN QUESTIONS
TASK SUMMARY:
 This is an open book test – you can use the Internet, textbooks and other documents to
help you with your answers if required.
 You must answer all 21 questions correctly.
 Write your answers in the space provided.
 If you need more space, you can use extra paper. All extra pieces of paper must include
your name and the question number/s you are answering.
 You may like to use a computer to type your answers. Your assessor will tell you if you can
email them the file or if you need to print a hard copy and submit it.
WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

 Access to textbooks and other learning materials.
 Access to a computer and the Internet (if you prefer to type your answers).
WHEN DO I DO THIS TASK?

 You will do this task in the classroom or for homework – your assessor will advise.
 Write in your due date as advised by your assessor: ___________________________________
WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?
If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You will need to do
one of the following:
 Answer the questions that were incorrect in writing.
 Answer the questions that were incorrect verbally.

QUESTION 1
What are the Australian Privacy Principles and what do they cover?
The Australian Privacy Principles (or APPs) are the cornerstone of the privacy protection framework in the Privacy
Act 1988 (Privacy Act). They apply to any organisation or agency the Privacy Act covers.
There are 13 Australian Privacy Principles and they govern standards, rights and obligations around:
 the collection, use and disclosure of personal information

 an organisation or agency’s governance and accountability
 integrity and correction of personal information
 the rights of individuals to access their personal information
The Australian Privacy Principles are principles-based law. This gives an organisation or agency flexibility to tailor
their personal information handling practices to their business models and the diverse needs of individuals. They
are also technology neutral, which allows them to adapt to changing technologies
QUESTION 2
Provide an example to explain informed consent.
Emily has been having severe abdominal pain and bleeding, and her OB/GYN has determined that she has
fibroid tumors that must be removed. As she is being prepared for the surgery, the staff has her sign a consent
form for the fibroid removal, but there is no mention on the form of a hysterectomy. If, while the surgeon is
operating, he determines that a hysterectomy is necessary, he has no consent for the procedure.
Doing the procedure without explicit consent exposes the doctor, and the hospital, to serious liability if something
goes wrong, or if Emily is upset because she may have chosen an alternative treatment. If he decides not to
proceed with the surgery, with the thought of rescheduling a hysterectomy, Emily is exposed to the additional
risks of another major surgery.
QUESTION 3
Provide three examples of how you would protect client or customer information.
Example 1:
Example 2:
Example 3:
QUESTION 4
a) What is the Universal Declaration of Human Rights? Who uses this?
The Universal Declaration of Human Rights articulates fundamental rights and freedoms for all. The General
Assembly of the United Nations adopted the Declaration on 10 December 1948.
The Universal Declaration begins by recognising that ‘the inherent dignity of all members of the human family is
the foundation of freedom, justice and peace in the world’. It declares that human rights are universal – to be
enjoyed by all people, no matter who they are or where they live. The Universal Declaration includes civil and
political rights, like the right to life, liberty, free speech and privacy. It also includes economic, social and cultural
rights, like the right to social security, health and education.

b) What is meant by ‘human needs’? What are the basic needs?
Basic human needs are the elements required for survival and normal mental and physical health, such as food,
water, shelter, protection from environmental threats, and love.
c) What is meant by ‘human rights’?
Human rights are the basic rights and freedoms that belong to every person in the world, from birth until death.
They apply regardless of where you are from, what you believe or how you choose to live your life.
QUESTION 5
Bridgette, a registered nurse, is being harassed by a male senior staff member, Alex. He constantly mocks her
because she is overweight. Bridget works with Alex on a daily basis and he constantly make jokes and comments
about the quality of her work. He also mocks her when she has to do any physical tasks – saying she will
probably have a heart attack because she is so fat. When an opportunity to take on a project comes up Alex tells
Bridgette that she should not attempt to apply for it because she wouldn’t be fit enough to do the job.
a) What legislation and policies are being breached?
Discrimination in public life
b) Describe an effective complaints management process that Bridgette could follow if she wanted to formally lodge
a complaint. (Provide a step-by-step process.)

1 ST go online
2nd complete the form (the form is on the page) Online complaint form (Web Form) AHRC Complaint form (word)
AHRC complaint form
3 rd.Submitting the form: Post to Director, Investigation and Conciliation Service, Australian Human Rights
Commission, GPO Box 5218, Sydney NSW 2001 Fax to 02 9284 9611 Email to [email protected]
QUESTION 6
a) Describe the difference between a code of conduct and a code of practice.
Code of conduct Code of practice
The Code of Conduct was developed to strengthen the A code of practice provides practical guidance for
integrity and accountability of the Queensland public people who have work health and safety duties. These
service: codes give guidance on:
 demonstrate the government’s commitment to  how to achieve the standards required under
the highest levels of integrity and the Act
accountability  effective ways to identify and manage risks.
 reflect the principles and values underlying
good public administration
 identify consistent standards of conduct for all
employees
 provide a framework for ethical culture
b) Name two codes of practice that a health and community services worker would work under.
Code 1:
Code 2:

QUESTION 7
80 year old Mr Johnson has been diagnosed with Alzheimer’s disease and is rapidly declining in his overall state
of health and wellbeing although he is still able to function at a functional capacity. His doctors have informed his
daughter Ellen she needs to move him into a better care facility who are able to strictly monitor her father on a
daily basis. Ellen suggests this as an option to her father however he is adamant that he can continue living in his
own home with minor support. His doctors consider this unsafe for Mr Johnson however he feels strongly about
his decision and refuses to change his mind. Ellen is not comfortable with her father’s decision and advises his
doctors that he will move out in to the recommended facility the following Friday. On the Friday morning Mr
Johnson is taken unwillingly to the care facility.
Would you consider Ellen’s choices unlawful? Why/Why not?

QUESTION 8
In the following table briefly describe each of the legal and ethical considerations, their importance in health and community services area and a possible consequence of a
breach of each.
Legal and Importance in health and community

ethical matter Brief description services Consequence of breach
Mandatory reporting
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Standards of practice
Duty of care
Translation for people

with language
difficulties
Work role boundaries
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Hazard identification
and risk assessment
Conflict of interest
QUESTION 9
Jessie works in a Home and Community Care environment. One of Jessie’s elderly clients lives at home with her
daughter and granddaughter. Lately you have been concerned that the granddaughter has bruises on her arms
and face. Her bruising patterns lead Jessie to suspect the child is being abused. The mother always seems to
avoid you and the grandmother says the child keeps falling off her bike. When you talk to the child she does not
answer. The child is not your client.
a) Does Jessie have a duty of care to report this suspected abuse? Why/why not?
b) List five other indicators that might suggest that a child is being abused physically or psychologically.

QUESTION 10
Harry is working in Home and Community Care. One of the clients, Arnold has taken a liking to Harry as he
reminds him of his son. He often gives Harry small presents and has now offered to pay for a season ticket to the
football (they both follow the same team).
What should Harry consider before he accepts this gift?
QUESTION 11
Joan and John are having a conversation about a client:

Joan: I have given Mr Fisher his meds. I helped him take them as he sometimes forgets if we just leave them
with him. Can you look in on him in the next half hour as he needs his bandaging done?
John: Oh yes – I agree that we should be assisting him to take his meds as you are right – he’s getting a bit
forgetful. Yes I will do Mr Fisher’s bandages straightaway.
a) Which model of communication are Joan and John using? (Tick the correct answer)
 Linear
 Interactive
 Transactional
b) Which mode of communication is being used?

c) Does John use an affirming statement in his response? If so, what does he say?
d) How does John summarise Joan’s communication to show that he has understood?

QUESTION 12
a) Write an example of an open-ended question.
Example of open-ended questions include: "What happened after I left?"
b) Write an example of a closed question.
An example of a closed question: How often do use public transport?

QUESTION 13
Joan would like Mr Fisher to use a walking frame instead of his walking stick as he is getting unsteady on his feet.
To do this she would like to use a motivational approach rather than a coercive approach.
In a paragraph, explain what Joan could say to Mr Fisher to motivate him to use the walking frame.
QUESTION 14
Mr Fisher’s daughter, Matilda charges up to Joan. ‘Why isn’t my father being looked after properly? You let him
fall over – he could have been badly injured. I’ve a good mind to take him out of this facility!’
How could Matilda have used a more collaborative approach? How would this have been an advantage to her father?

QUESTION 15
When working with a diverse range of people we are bound to come across situations where we need to consider our communication approach. In the following table describe
how you would respond to each situation.
Communication situation Response
Your client is Italian and speaks

hardly any English. You do not
speak Italian and are not able to
understand what she is saying.
Your client is an Aboriginal woman.

She does not want you to shower her
as you are male. You are the only
person available at the current time to
do showers.
Your client is a devout catholic. She

often talks to you about God and
asks you about your religious beliefs.
You are an atheist.
Your client is a mother who has just

found out that her daughter is a drug
addict. She is inconsolable – crying
uncontrollably and blaming herself for
her daughter’s addiction

Your client is blind. You need to

explain a procedure to her.
Your client is dying from cancer. She

is in a lot of pain and is not expected
to live more than a few days
Your client is 100 years old. You are

20. Your client constantly reminisces
about how good things were in the
old days and how young people
nowadays are all no good.

QUESTION 16
Giuseppe is a 70 year old man. Today he is looking very uncomfortable. You notice that he is fidgety and keeps
getting up to use the toilet. He must have gone 10 times in the last 30 minutes. When you ask him if he is okay,
he says, ‘Yes I’m fine’.
It turns out that Giuseppe has an enlarged prostrate and is not able to urinate properly.
a) Why do you think that Giuseppe said he was “fine” when he clearly wasn’t?
A friend comes to visit Giuseppe. She comes to you after the visit and says ‘What’s wrong with Giuseppe? Does
he have prostate cancer? What treatment is he having?’
b) How should you answer Giuseppe’s friend?

QUESTION 17
Choose a health and/or community services service that you are interested in.
a) What is the function of this service?
b) Explain how this service interacts with at least two other services.

c) Is this service funded? What is one major source of funding?
QUESTION 18
Describe two ways in which each of the following digital media could be used effectively in a health and community
services environment.
Digital media Two examples of use
Website
1.
2.
Email
1.
2.
Social media
1.

2.
Podcast and videos

1.
2.
Tablets and applications

1.
2.
Newsletters
1.
2.
Intranet
1.
2.

QUESTION 19
a) Describe the relationship between legal and ethical frameworks.
b) Provide one example of a legal requirement.
c)
d) Provide one example of an ethical requirement.
QUESTION 20
A client discloses to you in confidence that they are considering harming another person. Are you obliged to keep this
matter to yourself due to confidentiality requirements? Why or why not?

QUESTION 21
a) Provide an example of person-centred service delivery.
b) Provide an example of a multi-disciplinary team and how this team would be used.
c) What are two support services that could be accessed by a disability client?
What do I need to hand in for this task? Have I completed this?
Your answers to each question 

Name:

Units:

Case study 1: Norni and Jim
Case study 2: Maya
Case study 3: Maria and Marcus
Case study 4: James
Case study 5: Herriot
STUDENT DECLARATION
Student signature: _______________________________________________________________________________
Student name: __________________________________________________________________________________
Date: __________________________________________________________________________________________
ASSESSOR FEEDBACK
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Date: _______________________________________________________________________________________

ASSESSMENT TASK 2: CASE STUDIES
TASK SUMMARY:
 Complete the questions that follow each case study.

 Access to textbooks and other learning materials
 Access to a computer and the Internet (if you prefer to type your responses).

 You will do this task in the classroom or as homework – your assessor will advise.
WHAT DO I NEED TO HAND IN?

 Your answers to the questions in each case study.
CASE STUDY 1 – NORNI AND JIM
Norni and Jim talked frankly about ageing and death long before either of them reached old age. They both
agreed that they did not want to be kept alive artificially and that they would like to refuse treatment when they no
longer had a good quality of life.
When Jim entered residential aged care he specified his wish which was recorded on his file. His wife had a
medical power of attorney for him so that she could make decisions about his treatment if he was not able.
After a period of time his health worsened. He no longer knew his wife and suffered pain and discomfort. He
suffered many chest infections.
After one particularly bad chest infection Norni spoke to Jim’s doctor and said that she no longer wanted his chest
infections to be treated with antibiotics. The doctor knew Jim’s wishes and agreed that this was what he would
have wanted.
His next chest infection was his last. He died peacefully and with dignity.
One of the personal care workers was heard to say in the staff room, ‘I can’t believe the doctor didn’t give Jim
antibiotics. He would have been alive now if he had. That’s malpractice! His wife probably just wanted his money
quicker.’
1. How has the personal care worker breached ethical requirements?

2. What would have been the ramifications if Jim had been given antibiotics against the instructions of his wife?
3. How did the personal care worker’s values differ from those of Norni, Jim and the doctor?
4. What action should be taken by the person who heard the personal care worker’s comments?
Norni is very sad after her husband’s death. She confides in you that she misses him terribly. She is glad that he
is finally at peace but is also struggling with her decision to refuse treatment. She knows that is what Jim wanted
but wishes he was still with her. She tells you that she can’t sleep at night and does not feel like eating at all.
She thanks you for the care that you provided to Jim in his last weeks of life.
5. What would you say to comfort Norni?

Norni is so thankful to you for all the support you have given to Jim and her that she presents you with Jim’s gold
watch and says she wants you to have it. It is old and looks very valuable.
6. Would it be a conflict of interest to accept this gift? Explain your answer.
7. What would you say to Norni in regards to the gift she has offered?
What do I need to hand in for this case study? Have I completed this?

CASE STUDY 2 – MAYA
Maya is an Aboriginal lady from the Kimberley region. She lives in a small, remote community but has recently
entered an aged care facility as she is seriously ill with cancer. She is not expected to live more than a few
months. The closest aged care facility that could take her was four hour’s drive from her home. The facility has
only one male Aboriginal worker, Benny. The rest of the personal care workers are all female non-Aboriginal
people. Most of the residents at the facility are not Aboriginal.
Maya does not settle well into the facility. She does not eat the food unless it has been brought to her from her
family. She likes to chat with Benny and tells him that he is the only one who understands how she feels about
being so far away from home. She will not let Benny assist her with tasks such as dressing and bathing, however,
as he is male. She often refuses to shower.
Other residents have complained that Maya is rude and often ignores them, and never looks them in the face.
They also say she is dirty and they do not want to associate with her.
1. What issues does Maya face regarding communication with staff?

2. What issues does Maya face in communication with other residents?
3. What assistance can Benny give to other staff to assist them to communicate with Maya?

4. Is Maya being rude when she doesn’t look people in the face when talking to them? Explain your answer.
Benny explains the process that will happen when Maya is near death. Various members of her family will gather
to be with her. On her death they will conduct a smoking ceremony to purify the room and remove bad spirits. The
body will then be taken back to her homeland to be buried.
The health and safety officer says that he understands this is Maya’s custom, but the smoking ceremony cannot
be undertaken in her room. This would set off the smoke detectors and other residents may complain about the
smoke. He suggests they do the smoking ceremony when her body is back at home.
Benny rolls his eyes and walks out of the room in disgust.
5. What are Maya’s rights to the smoking ceremony?

6. List two things that Benny can do to support Maya to ensure that her rights are met.
7. List three things that Benny and the health and safety officer should do to resolve their differences.

CASE STUDY 3 – MARIA AND MARCUS
Maria and Marcus work with people with disabilities in respite care. Recently Maria asked her friend and work
colleague, Marcus, what is the matter. He has been very pre-occupied lately and it is starting to show in his work.
He is short with the clients and really lost his cool when two of the clients were arguing at lunch time. Maria has
also noticed that he seems to be distancing himself from the clients sometimes. Yesterday Keith was getting very
frustrated when he couldn’t do up his buttons – normally Marcus is very good with Keith and takes time to talk to
him and reduce his frustration levels but yesterday Marcus just walked out of the room and told Keith to get Maria
to help him.
Marcus decides to confide in Maria but makes her promise not to tell anyone what has happened. He has been
charged with assault following a pub brawl which resulted in the person being seriously injured. He has spoken to
a lawyer who has advised that it will definitely go to court but it will be some time before his case is heard –
probably more than 12 months. He insists it wasn’t his fault – the other guy was being an absolute idiot in the pub
and pushed Marcus until he lost his temper and hit him.
Marcus is worried sick about what will happen when he has to go to court. But he is also worried about his job
now. He knows he should declare the charges to his supervisor but he is sure that he will not be allowed to
continue at work due to the seriousness of the charges. He needs the job so he will be able to show in court that
his is gainfully employed, and also so he can pay for his legal costs.
Maria gives him a hug and feels very bad for Marcus. Marcus tells her that he is taking a week’s leave to sort
things out and that Maria must keep it a secret. Maria knows she should not do that. It all seems very unfair and
now she has a problem too.
Advise what you would do in Maria’s position.

CASE STUDY 4 – JAMES
James is a member of the local hospital board. His father is getting old and frail and has had some medical
problems lately. The family is looking for a prioritised place in the local aged care facility. As member of the
board, James will have some say in whether his father is offered a prioritised place or not.
1. What is the problem in this case study?
2. What should be done?

In this situation, nothing is done and James influences the board to approve the priority place for his father. He
justifies his action by saying that his father was a clear priority and that the decision would have been the same
whether he was on the board or not.
3. If this is the case, has James and the rest of the board made an ethical decision? Why/why not?
4. What should the rest of the board have done?

CASE STUDY 5 – HERRIOT
You are working in a community health service which is run in conjunction with a youth ‘drop-in’ program. known
as Youth in Front. Herriot Malini is a 14-year-old girl who has been attending the program for some time. Herriot
has a mild intellectual disability with sub-average intellectual functioning and lack of social skills. Herriot has a
reputation for dishonesty including telling lies and stealing from others.
You have noticed lately that she has been withdrawn and subject to fits of temper. When you ask her if she is
okay, she tells you that no, she is not okay and how would you feel if your mother’s boyfriend kept feeling you up?
As you talk to Herriot, she discloses that her mother’s boyfriend has touched her sexually on several occasions
when her mother has been at work. She has now moved in with her grandmother to get away from him. Her
mother went crazy when she found out she was living with Grandma and when she told her why she called her a
‘lying little b***h’.
She tells you that she wants the man locked up so he can’t hurt her anymore but she also tells you that she would
be much too scared to talk to authorities about what has happened.
Herriot also says that her mother has no rights over her because she is not her real mother but only a guardian
because her mother died when she was a baby.
1. What legislation covers the protection of children against abuse in your state?
2. Herriot has a reputation for lying. Does this mean you should decide whether or not she is telling the truth before
reporting the allegation? How may the code of ethics assist you with this decision?
3. Where can you find information about how to deal with allegations of client abuse inside and outside of your
organisation?

4. What guidance does a code of ethics give in relation to confidentiality in this case?
5. Is Herriot right when she says her mother has no rights because she is not her real mother?
6. You realise you will need to report this to your supervisor. When should you do this and what would you do if
your supervisor was not available?
7. What communication and interpersonal techniques would you use when talking with Herriot?

8. You may have personal values that conflict with those of Herriot’s family. How would you deal with this?

Name:

Units:

Role play 1: Herriot and the case worker
Role play 2: The case worker and the supervisor
Role play 3: Jenienne
Role play 4: Elana
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSOR FEEDBACK
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Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSMENT TASK 3: ROLE PLAYS
TASK SUMMARY:
There are four role plays in this task. Some role plays have background information that you
will need to read and there are also some questions to complete.

 Your assessor will play the role of the client/colleague in each role play.

 You will do this task in the classroom or as homework – your assessor will advise.
WHAT DO I NEED TO HAND IN?

 You do not have to submit anything for these role plays
If your assessor sees that you have not shown the right skills/techniques during any of the role plays, they will give
you some feedback and you will need to do the role play again.
If your assessor marks any of your written answers as incorrect, you will need to either:
ROLE PLAY 1: HERRIOT AND THE CARE WORKER
This role play is a continuation of Case Study 5 from Assessment Task 2.

In this role play your assessor will play the role of Herriot.
Herriot is going to tell you some things.
You will need to take notes about what Herriot says to you, as you will need to discuss her situation with your
supervisor in Role Play 2.
As part of this role play you should:
 Listen to what Herriot has to say. Use verbal and non-verbal communication techniques to show Herriot your
concern, show respect, and to make sure you have understood her correctly
 Respond appropriately to what Herriot tells you
 Ask for permission to take notes
 Explain what you will do with the information that Herriot has given you.
Your assessor will refer to the following checklist when observing your performance:
 Demonstrate effective communication skills

 Check understanding and demonstrate empathy and respect
 Respond appropriately
 Respect the confidentiality of the disclosure
 Explain duty of care to client and mandatory reporting requirements
What do I need to hand in for this role play? Have I completed this?
You do not need to hand in anything 

ROLE PLAY 2: HERRIOT’S CARE WORKER AND THEIR SUPERVISOR
This role play is a continuation of Role Play 1 above.

In this role play your assessor will play the role of your supervisor, Ian.
You need to give Ian a verbal report of what Herriot told you. You can refer to your notes during this discussion. You
will need to talk about what further action should be taken.
Ian will ask you questions.
As part of this role play you should:
 Provide a full, accurate and non-judgmental verbal report of what Herriot has disclosed
 Detail your own responsibilities in this situation
 Describe what actions should be taken next by your organisation, including timeframes
 Listen to your supervisor’s instructions and confirm that you have understood what you need to do and what
timeframes you have to do it in.
Comply with legal and ethical responsibilities to report suspected child abuse
Correctly identify breaches of legislation that have occurred to Herriot
Communicate effectively using verbal and non-verbal techniques to provide clear, accurate and easily understood
advice of what has occurred
Demonstrate a non-judgmental approach
Use industry terminology effectively
Confirm that your message has been understood correctly
Listen to instructions and clarify their meaning
Respond appropriately to instructions and questions
Clarify timelines for carrying out instructions
Communicate in a timely manner and in line with workplace instructions

ROLE PLAY 3: JENIENNE
You are to role play a telephone conversation with Jenienne. She is the daughter of a potential client of your
residential aged care facility.
Jenienne is concerned about her father’s rights within the home and the type of care that they will receive. She is
also concerned about how information is kept (both electronically and in hard copy) and who will have access to
her father’s information.
Your assessor will play the role of Jenienne.
Demonstrate knowledge of legal and ethical obligations relating to confidentiality?
Demonstrate knowledge of how information is securely maintained?
Demonstrate knowledge of who can access client information?
Demonstrate knowledge of how electronic and hard copy records are maintained securely?
Use effective telephone techniques?
Use effective communication skills – both verbal and non-verbal?
Explain information clearly and confirm understanding?
Listen to requests, clarify meaning and respond appropriately?
Agree on any follow-up actions?

ROLE PLAY 4: ELANA
There are two parts to this task:

1. Role playing a discussion with Elana about the storeroom.
2. Answering a set of verbal questions related to this scenario.
You have been asked by your supervisor to clean out the storeroom – it has become a workplace hazard. Nothing
has been sorted and there is stuff all over the floor.
You are a little concerned because your supervisor has told you to ask Elana to assist you. You know Elana hates
doing jobs like this – and the last time you worked with her, she basically told you to get lost!
Your assessor will play the part of Elana. You must ask her to assist you with the storeroom, and try to avoid a
conflict. Ian, your supervisor, has asked you to get this done immediately because it is a health and safety hazard.
Following the role play, you will need to answer a set of verbal questions.
Use effective communication to avoid and resolve a potential conflict situation?
Explain workplace instructions to a colleague?
Negotiate timeframes with a colleague?
Demonstrate a collaborative and motivational approach?
Use appropriate, non-confrontational, body language?

Name:

Units:

Project – Report
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSOR FEEDBACK
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSMENT TASK 4: PROJECT – REPORT
TASK SUMMARY:
 Students are to fill out the report template provided based on Herriot’s scenario.

 Access to textbooks and other learning materials
 Reference to Herriot’s case study and role play (see Assessment Tasks 2 and 3)
 A copy of the Report of a Reasonable Suspicion of Child Abuse and/or Neglect template. (Word template to be
provided by your assessor.)
 Access to a computer with Microsoft Word to complete the form.

 Students will do this task in the classroom or as homework – advise the students as to which is required.
 Provide students with the due date for this assessment so they can write it in their Student Assessment Booklet.
If your assessor sees that you have not satisfactorily completed the report, they will give you some feedback and you
will need to re-complete the task.
INSTRUCTIONS:
Using the information that you have discovered about Herriot’s reported abuse in Herriot’s case study and role plays
(Assessment Tasks 2 and 3), complete the Report of a Reasonable Suspicion of Child Abuse and/or Neglect form to
report the suspected abuse to the appropriate authorities.
You must complete this form as fully as you are able with the information that you have. Where you do not have the
requested information write ‘Unknown’.
The form should be typed (not handwritten) and presented in a professional manner. The information must be factual,
accurate and objective.
A copy of the form has been reproduced here for your reference. Your assessor will provide you with the Word
document to complete.
The completed Report of a Reasonable Suspicion of 

Child Abuse and/or Neglect Word document
REPORT OF A REASONABLE SUSPICION OF CHILD ABUSE AND/OR NEGLECT
I am a worker of the _________________________________________________________ and I have become
aware, or reasonably suspect, that the following child/ren: ___________________________________________

a) have/has been harmed; or
b) are/is at risk of being harmed.
3. DETAILS OF CHILD/REN AND FAMILY (complete all that are known)
Child/ren’s names including aliases

(write ‘unborn child’ if child is not yet Age and/or date of
born) Gender birth (if known) Cultural Identity (if known)
Parent/s or carer/s names including Age and/or Date of

aliases Gender Birth (if known) Cultural Identity (if known)
Child/ren’s usual address and contact details (if known):
Are the child/ren living in more than one household (if known): Yes No
If yes, what is the other address (including contact details and which child/ren reside there)?
Details of other relevant person/s and household member/s:
Current location of children (if known):

Alleged person/s responsible (if known) and their relationship to the child/ren:
Current location of alleged person/s responsible (if known):
School (including grade) or Child Care details (if known):
4. ABUSE TYPE BEING REPORTED (more than one may be ticked)

Suspected:  Physical abuse  Emotional abuse  Sexual Abuse  Neglect
At risk of:  Physical abuse  Emotional abuse  Sexual Abuse  Neglect
Source of information: (please circle any that apply, if applicable)

Direct Observation Deduction Hearsay from others
Explain what you saw, heard, were told about the child/ren: (attach additional pages if necessary)
Outline the impact you believe the events above have had or may have on the child/ren: (attach additional
pages if necessary)
5. YOUR DETAILS
Name and work telephone number:
What is your agency’s current involvement with the child/ren or family:
Please provide a brief summary of the history of your or your agency’s involvement with family and/or
child/ren that may be relevant to the Department of Communities – Child Safety Services (eg. Details of
any prior domestic violence incidents; criminal history; unexplained injuries).
Have you or your agency taken any action to protect the child/ren? If yes please provide details:
Yes No
Names and contact details of any other persons or services who can provide additional information:

Are the parent/s aware of your agency’s referral to Department of Communities – Child Safety Services?
Yes No
Would you like the Department of Communities – Child Safety Services to contact you and advise the
outcome of this referral?
Yes No
Form adapted from: Queensland Corrective Services Administration Form – Report of a reasonable suspicion of child abuse and/or neglect
Name:

Units:

Workplace task
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSOR FEEDBACK
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSMENT TASK 5: WORKPLACE TASK
TASK SUMMARY:
You will need to locate and discuss a number of workplace policies and procedures, and a job
description.

 Access to your work placement service.
 Access to your work placement’s policies and procedures.
 A job description for a position in your work placement service

 During one of your assessor’s visits to your work placement service.
 Write in the date of your assessor’s work placement visit: ______________________________
If your assessor sees that you have not shown appropriate skills or knowledge during any of these tasks, they will
give you some feedback and you will need to do the specific task again.
INSTRUCTIONS:
For this task you must to locate the following policies, procedures and codes at your work placement service:
 Privacy and confidentiality
 Access and equity
 Reporting of abuse
 Code of ethics.
You must also locate a job description for a position that you would be interested in.
You will discuss each policy and procedure with your assessor – they will ask you questions.
Your assessor will ask how each policy and procedure relates to the work you have been doing, or how it relates to
the work you have seen others do.
Your assessor will ask you a number of questions about the job description you have chosen. Make sure you answer
all of their questions to the best of your ability.
Did you use effective verbal and non-verbal communication that is easily understood, and correctly use industry
terminology?
Did you confirm that the person you are talking to has understood your message?
Did you listen to requests, seek clarification and respond appropriately?
Did you locate and interpret various workplace documents- policies, procedures and a suitable job description?
Did you interpret legal and ethical requirements of workplace documents?
Did you interpret workplace documents (policies, procedures and job description)?
Did you describe process for development of workplace policies and procedures?
Did you identify lines of communication between the position and other organisations?
Did you identify roles and responsibilities of individual position and team?
Did you demonstrate knowledge of industrial relations requirements of work role?
Did you identify work role boundaries?

Name:

Units:

Workplace task – Communicate with clients
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSOR FEEDBACK
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSMENT TASK 6: WORKPLACE TASK – COMMUNICATE WITH CLIENTS
TASK SUMMARY:
 Students are to be observed communicating with clients in their work placement service.

 Access to their work placement service
 Access to clients.

 During one of your assessor’s visits to your work placement service.
 Write in the date of your assessor’s work placement visit: ______________________________
If your assessor sees that you have not shown appropriate skills or knowledge during any of these tasks, they will
give you some feedback and you will need to do the specific task again.
INSTRUCTIONS:
For this task your assessor will observe you during their visit to your work placement service as you communicate
with at least two clients.
This observation may be undertaken in any situation that is relevant to your workplace. For example, you could be
assisting the client with activities of daily living, providing assistance to a client, or just having a friendly conversation.
Did you use effective verbal and non-verbal communication?

This may include using appropriate body language and cues, using a friendly tone, speaking clearly and engage
with the person.
Did you communicate in a manner that was clear and appropriate to the needs of the client?
This may include speaking clearly and at a suitable pace, adapting your style to the client etc
Did you confirm that the clients understood what you were saying?
For example, by asking them if they have understood, judging by their response etc
Did you listen actively and respond appropriately?

This may include being patient while the client gets their message across, focusing on the client, nodding your head
to indicate you understand/agree, repeating what you have understood, providing an appropriate answer.
Did you adapt their style of communication as necessary?

This may include recognising the influence of culture, language, emotional state and so on.
Did you student use appropriate grammar, speed, volume and pronunciation when speaking?
This may include slowing down your speech if you are talking to someone from a different culture, for example.
Did you observe privacy and confidentiality requirements?
This may include not discussing information about other clients, for example.

Name:

Units:

Workplace improvements
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSOR FEEDBACK
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSMENT TASK 7: WORKPLACE IMPROVEMENTS
TASK SUMMARY:
For this task you are required to identify and discuss two work practice improvements.

 Access to your organisation’s policies and procedures.
 Access to a computer,
 Access to your supervisor for the meeting (or your assessor will play the role if your supervisor is unavailable).

 You will do this while you are on your work placement.
 Write in your due date as advised by your assessor: _____________________________________________
OR:
 During one of your assessor’s visits to your work placement service (if your supervisor cannot take part in this
task).
 Write in the date of your assessor’s work placement visit (if applicable): _____________________________
INSTRUCTIONS:
1. Identify two improvements that would enhance work practices within your organisation.
You may choose any types of work practices for this task. Some examples include such things as:
 Redesigning a checklist to make it more user friendly
 Suggesting a change to a work practice to make it more efficient
 Providing additional information to staff (such as using a meeting to share information or putting into a poster
or flyer format)
 Improving work flow
 Improving communication with clients and carers or family.
2. Now you need to write an email to your supervisor that proposes your two suggestions for improvement.
Your email must be written in a professional manner and must include the following information:
 Your description of the improvements.
 The reasons you are suggesting each improvement.
 How each improvement will help staff do their job – including meeting legal and ethical requirements.
 Attach any documents you have designed or redesigned (for example, a revised checklist, revised
procedure, poster, work flow chart etc) if appropriate.
You can write your suggestions in dot point form if you wish.

Send your email to your supervisor (or your assessor if your supervisor cannot participate).
3. Organise a time to discuss your email and suggestions with your supervisor. If your supervisor is not available, or
does not have time to meet with you, you may meet with your assessor instead who will play the role of your
workplace supervisor.
You will need to talk about the following in your meeting:
 Why you think each work practice can be improved.
 Each suggestion for improvement.
You must take notes during this meeting.
You must also ask your supervisor for feedback on your suggestions. Ask them:
 If they think your suggestions are a good idea.
 If there other things that need to be thought about.
 If they can suggest any improvements to your suggestions.
4. After your meeting with your supervisor (or your assessor), write a short report that provides details about the
meeting. Include in your report:
 the feedback from your supervisor (or assessor) about your suggestions
 any changes that you will need to make to your original suggestions.
Your email 
Your notes from your meeting 
Your report 
Name:

Units:

Feedback and skills development
STUDENT DECLARATION
Student name: ________________________________________________________________________________
Date: _______________________________________________________________________________________

ASSESSOR FEEDBACK
____________________________________________________________________________________________
___________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Assessor name: ______________________________________________________________________________
Date: _______________________________________________________________________________________
ASSESSMENT TASK 8: FEEDBACK AND SKILLS DEVELOPMENT
TASK SUMMARY:
For this task you are required to obtain feedback on knowledge and skills development.

 Access to your organisation’s policies and procedures.
 Access to your supervisor for the meeting.

 You will do this while you are on your work placement.
 Write in your due date as advised by your assessor: _____________________________________________
INSTRUCTIONS:
1. You are to meet with your supervisor and ask for advice about what types of skills and knowledge development
you will need to pursue a career in community services.
 Get feedback on your performance during your work placement – what are your strengths and what are your
areas for improvement?
 What advice can your supervisor give you in regards to enhancing your skills and knowledge?
 How can you get this professional development?

2. Now answer the following questions:
 What feedback did you receive about your work performance? Which areas are your strengths and which
areas do you need to improve?
 What training and development did your supervisor suggest would be useful to you to pursue your career?
 How can you obtain this professional development?
 How will you go about undertaking this professional development? Think about planning, location, cost and
personal commitment.


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STUDENT

CHCCOM005 Communicate and work in health and

CHCLEG001 Work legally and ethically

Student first name: ______________________________________________________________________________

Student last name: ______________________________________________________________________________

ABOUT YOUR ASSESSMENTS

Assessment Task About this task

Assessment Task Cover Sheet

Assessment Requirements Due date

1. Questions and answers

6. Workplace task – Communicate with clients

7. Project – Workplace improvements

8. Project – feedback and skills development

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Do you understand the requirements of this assessment?  Yes  No

Student name: ________________________________________________________________________________

Student signature: __________________________________________________ Date: ____________________

Assessor name: ______________________________________________________________________________

Assessor signature: _________________________________________________ Date: ____________________

Date of birth: Student ID:

Cluster: Working in Community Services

Student to complete Assessor to complete

Resubmission? Student Sufficient/

I ____________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

Student signature: _____________________________________________________________________________

Student name: ________________________________________________________________________________

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Assessor signature: ____________________________________________________________________________

Assessor name: ______________________________________________________________________________

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

WHEN DO I DO THIS TASK?

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

 the collection, use and disclosure of personal information

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

c) What is meant by ‘human rights’?

a) What legislation and policies are being breached?

Discrimination in public life

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Code of conduct Code of practice

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Would you consider Ellen’s choices unlawful? Why/Why not?

Legal and Importance in health and community

Translation for people

Work role boundaries

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

What should Harry consider before he accepts this gift?

Joan and John are having a conversation about a client:

b) Which mode of communication is being used?

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Example of open-ended questions include: "What happened after I left?"

b) Write an example of a closed question.

An example of a closed question: How often do use public transport?

DOCUMENT1 CHC33015 CERTIFICATE III IN INDIVIDUAL SUPPORT

Communication situation Response

Your client is Italian and speaks

Your client is an Aboriginal woman.

Your client is a devout catholic. She

Student signature: ______________________________ Date:

Assessor signature: _____________________________ Date: