COMMUNICATE AND WORK IN HEALTH AND COMMUNITY SERVICES

STUDENT ASSESSMENT BOOKLET

CHCCOM005 COMMUNICATE AND WORK IN HEALTH AND COMMUNITY SERVICES

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ASSESSMENT OVERVIEW

This Student Assessment Booklet includes all your tasks for assessment of the unit CHCCOM005 Communicate and work in health and community services.

ABOUT YOUR ASSESSMENTS

This unit requires that you complete 5 assessment tasks. You are required to complete all tasks to demonstrate competency in these units.

Assessment Task	About this task
Assessment Task 1: Written questions	You must correctly answer all questions to show that you understand the knowledge required of this unit.
Assessment Task 2: Role plays	You are to demonstrate, in role play scenarios, your ability to communicate in a community services environment with colleagues and clients.
Assessment Task 3: Workplace observations	You will be observed by your assessor over a number of occasions. You will be required to demonstrate your ability to communicate with different people in the workplace setting, and complete workplace documentation.
Assessment Task 4: Workplace journal and portfolio	You are required to complete the journal template provided and also submit evidence of workplace correspondence and documentation you have completed.
Assessment Task 5:Supervisor report	Your workplace supervisor is to complete a report to confirm your ability to demonstrate a range of skills and knowledge required of this unit.

Supporting resources

You may like to look at the following websites, books and documents for more information about the topics related to this unit:

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 unit. 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. Written questions
2. Role plays
3. Workplace observations
4. Workplace journal and portfolio
5. Supervisor report

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, what are they? _____________________________________________________________________________________________	¨ Yes	¨ No
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:
Unit: § CHCCOM005 Communicate and work in health and community services
Student to complete	Assessor to complete
Assessment Task	Resubmission? Y/N	Student initials	Sufficient/ 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.

_____________________________________________________________________________________________

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.

§ Youmust answer all 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 your own time.
Write in the 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

In the following table briefly describe each of the legal and ethical considerations and their importance in the health and community services area. In your answer to each, make sure you refer to the role of communication.

Legal and ethical matter	Brief description	Importance in health and community services
Mandatory reporting	It refers to a legislative requirement for people who belong to the selected class to report neglect towards government authority and child abuse. In NSW Mandatory reporting is regulated under “The care Act 1998.”	If this process does not exist then many of the cases related to child abuse won’t get reported. It helps to self-guard the families and children (Cocker& Joss,2016).
Translation	it helps to convey the information accurately whether it is a text intended or communicated verbally. It helps in understanding things and related concepts in a better and easy way.	It helps in communicating with the people who belong to LEP category. It is really important because it helps to make the conversation easy and understandable. it can be used by the government authorities to translate factual data in the language of local community so that they can understand it in a better way (Artiga& Hinton, 2019).
Work role boundaries	It is really important to maintain work role boundaries in the workplace it helps in the development of effective and positive relationships between the facilitators and the employees and helps to maintain a nice and disciplined atmosphere at the workplace.	Helps to reduce unwanted conflicts at the workplace. Helps to maintain a disciplined and positive environment at the workplace. And promotes growth in companies’ productivity(Cocker & Joss, 2016).
Privacy/confidentiality	People should protect their personal and professional information about research, private information, and activities in order to maintain privacy so that the information that is crucial to not get leak. As it is really necessary for protecting the welfare of the person professionally and personally.	It is used so that the misuse of information can be prevented. Helps to build trust. And helps to maintain the privacy of important documents.

It is important that community services workers avoid using discriminatory language when communicating with clients, colleagues and others in the sector. List three examples of how a person may discriminate against others in the way they are communicating with them.

1.By cracking inappropriate jokes, by calling them by different names(Artiga & Hinton, 2019).

2. by insulting them indirectly on the basis of their religion, background, gender, age, race, etc.

3. By taunting them on the basis of their work, physical appearance, and way of talking.

Question 2

Provide a definition of each type of communication and three examples of how a person may use the communication type in the work setting.

Type of communication: Non-verbal communication

Definition

It refers to a method in which a person transmits the signals or messages by using non-verbal platforms and not by communicating with them verbally. Generally, the communication is done in the form of facial expressions, posture, body language, and eye contact.

Examples (3):

By facial expressions

By eye contact

With the help of body posture.

Type of communication: Verbal communication

Definition

It refers to communication in which a person communicates in both spoken and written form. It refers to the communication that generally takes place by using words.

Examples (3):

1) Communicating orally

2) Conveying information in the form of a written document.

3) Is generally used when there is a need to communicate with the team.

Type of communication: Written communication

Definition

It refers to the transfer of information in written format, generally used to convey information that relates with important legal aspects. It is very helpful because it is used to communicate with many persons at a same time.

Examples (3):

Legal document

Through Email

By Newsletters(Herzberg, 2013).

Type of communication: Visual communication

Definition

It is used to communicate and transfers information via PowerPoint presentations and by displaying any video, image, or diagrams.

Examples (3):

Diagram

PPT

Pictures

Explain the difference between motivational interviewing and a coercive approach.

Motivational interviewing refers to the use of a favoured method that can be used in Coercive approach. Whereas the Coercive approach uses a forceful method to do something that is required. As motivation is external so it is more effective that coercive approach (Herzberg, 2013).

Explain the difference between collaborative and confrontation.

It refers to the point where two different people that possess different points of view come into contact and start debating on a topic then it is known as confrontation.

Whereas collaboration refers to participating in a program or activity that aims for the same project or work.

Question 4

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.

Joan should motivate Mr. Fisher to use a walking frame by telling him the importance of using it. He should suggest him that using a walking stick at this point can be a bit injurious to him and can cause a sprain in his leg. Joan should motivate him by saying that once your leg becomes more strong then you can use a walking stick but for now should use a walking frame instead.

Question 5

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?

Matilda should have used a more collaborative approach while talking with Joan and needed to be much politer and instead of blaming Joan she should have looked at the circumstances thoroughly and understood the importance of doing it. It will help her father in recovering fast and reduce the chances of injuries.

Question 6

When working with a diverse range of people, we are bound to come across situations where we need to consider our communication approach. Usethe table below to 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.	In this situation, we can either take the help of a translator or can communicate using non-verbal communication(Schiavo, 2013).
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.	In this case we can communicate with her by deliberating a sense of respect and y showcasing a grounded behaviour. In this situation we can communicate with her using verbal communication approach(Vermeir, et al., 2015).
Your client is a devout catholic. She often talks to you about God and asks you about your religious beliefs. You are an atheist.	In this situation while communicating we should keep in mind to not hurt her thinking by showing all due respect towards her. In this situation,the Sociolinguistic approach can be used.
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.	In this situation, we should tell her that it is not her fault and she should not blame herself for this and should motivate her by saying that we will help her in this situation by guiding her daughter. In this situation, motivational communication approach can be used(Vermeir, et al., 2015).
Your client is blind. You need to explain a procedure to her.	In this case, we can use a verbal and motivational approach while communicating with 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.	In this case, there is a need to communicate with her using a sympathetic and motivational approach and should talk with her informally by trying to make her happy (Schiavo,2013).
Your client is 100 years old. You are 20. They constantly reminisce about how good things were in the old days and how young people nowadays are all no good.	In this situation, a collaborative approach to communicating can be used and while communicating with them it is necessary to show good listening skills because it will make them feel nice when they see you taking interest in their matter.

Explain how each of the following factors influence communication. In your response, you should refer to both verbal and non-verbal communication.

Age

Verbal communication

Age is responsible for changes in the body that can be in hearing, speech, voice, etc. So, it affects the speaking rate, pitch, and loudness of the person so if the person is having a problem with hearing then using verbal communication more is not a good choice (Onwuegbuzie& Byers, 2014).

Non-verbal communication

If there is a need to communicate with an elderly person who can not speak nicely and hasa problem with hearing then in this case non-verbal communication is a good choice.

But when communicating with children then non-verbal communication doesn’t prove to be much effective.

Culture

Verbal communication

If the person belongs to the same culture then verbal communication creates a sense of friendliness, but when he/she belongs to a different culture then in this case verbal communication does not prove to be effective.

Non-verbal communication

when the person belongs to a different culture then it can be a better way of communication.

Disability

Verbal communication

when a person has some disability related to hearing then in this case using verbal communication won’t be a better language(Onwuegbuzie& Byers, 2014).

Non-verbal communication

while talking to a person who has a disability in hearing then in this case using non-verbal communication or sign language can be an effective approach.

Emotional state

Verbal communication

Communication varies according to the emotional state of the person because if the person is happy and enthusiastic then using verbal communication is a better choice.

Non-verbal communication

When the person is not feeling well or is not in an emotionally stable condition in this case non-verbal communication can be effective(Siegman, & Feldstein,2014).

Health

Verbal communication

If a person is feeling depressed so by using verbal communication conversation could become much more effective and help to reduce his depression.

Non-verbal communication

In the case of non-verbal communication when the person is unhealthy and not in a state to speak much then non-verbal communication can be a better approach.

Religion

Verbal communication

if the person belongs to different religion then communication barriers can occur due to lack of knowledge so verbal communication might create dispute(Siegman, & Feldstein, 2014).

Non-verbal communication

Sometimes the person who belongs to different culture feels uncomfortable while talking so this method can be effective while having conversation with them.

Question 7

You are a female support worker and you are visiting Giuseppe, a 70-year-old client. 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 so far. When you ask him if he is okay, he says, ‘Yes I’m fine’ and changes the subject.

(Giuseppe goes to the doctor the next day – he has an enlarged prostate and was not able to urinate properly.)

Why do you think that Giuseppe said he was ‘fine’ when he clearly wasn’t?

Giuseppe said he was fine because it was it might be possible that he must be feeling uncomfortable sharing his actual problem r might be feeling a little bit shy. In this case, he needs some guidance and as a support worker there is a need to make him feel comfortable s that he can share his problems with you comfortably.

A friend, Elisabetta, 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?’

How should you answer Giuseppe’s friend?

There is a need to explain to him the situation that Giuseppe is facing and should share the concerns and treatment that doctor is providing and could ask him to provide moral support to Giuseppe in this situation.

As you leave the house, Elisabetta goes back to Giuseppe and you hear her saying, ‘Giuseppe, is everything all right? What did that carer do to you? Do I need to call their boss and make a complaint? You should have someone else look after you. I can do it.’

You hear Giuseppe telling her to stop worrying, everything is fine. Elisabetta keeps talking loudly at him.

After hearing this exchange you know that there is potential for problems. Why should you be concerned, and what should you do?

In this case, Elizabeth was showing a deep concern towards him so it might be possible that he might be going through a condition that he does not want to share with you. So in this situation, there is a need to communicate with the supervisor and take his concern on what can be done to make him feel comfortable so that he can share all his problems comfortably.

Question 8

Choose a health and/or community services service that you are interested in.

Explain the function/purpose and structure of this service.

The service that is chosen is old-age-home care services.

the function of this service is to take care of the old people and help them in maintaining their well-being.

It works to provide emotional support, companionship, recreation facility, therapeutic occupation, and facilities that help them to overcome social isolation.

Explain how your chosen service interacts with at least two other services.

Old-age-home services help to interact with other services like health services because there the staff members take care of the health of old people and it also interacts with services like consultation because it is very important to make them strong morally when they feel depressed or low(Koh, et al., 2013).

Is this service funded? What is one major source of funding?

Yes, these types of services are funded, many people or organizations provide charity for the purpose of doing good for them. The major source of funding is provided by the government. It is provided to build and maintain old age homes, to facilitate medical cares for them.

Identify at least three different roles within your chosen service and explain their responsibilities.

1. Supervisor

The role of the supervisor is to maintain the functions and tasks performed by the staff members in order to educate them, coach them, and direct them according to the task that they need to perform.

Caretaker

His/ her responsibility is to maintain the well-being of the senior citizens and take care of all their needs. Their responsibility is to assist them with all their work(Sparks, et al., 2012).

Nutritionist

His/her main role is to prepare diet plans for the senior citizens according to their needs or as per suggested by the doctor. Their role is to maintain a proper diet for them.

Question 9

Describe two ways in which each of the following digital media can be used effectively in a health and community services environment.

Digital media	Two examples of use
Website	Having an access to the website means having the information available at any spot because sometimes there is an urgent need of receiving answers at odd times(Berkowitz, 2021).
Website	It helps to give a 24/7 presence and helps the hospitals in extracting information about the patient.
Email	It is a very effective means of communication that helps to deliver the information about the report or any personal document to the doctor or health care staff digitally(Berkowitz, 2021).
Email	It helps to provide a written response to the clients and provide them with the opportunity of reading the given information.
Social media	It provides tools to the doctors that help in sharing important information or to share a debate on practice issues or policies, It is a very effective means that helps to promote healthy behaviours(Lupton, 2013).
Social media	It helps to engage people and helps in educating people. It serves as a source of interaction between doctors and patients.
Podcast and videos	It helps to share important information in the form of videos that are generally used to spread information related to health awareness.
Podcast and videos	podcasts help to offer solutions or analysis that helps in solving daily conversations that are difficult and need to occur between patients and healthcare professionals (Sparks, et al., 2012).
Tablets and applications	It has “n” no. of usage in health care industries, it helps to improve communication, and healthcare delivery, improve patient safety, and helps to build better understanding between patients and healthcare providers.
Tablets and applications	Tablets can be used in scheduling check-ups for patients for both the inpatient and outpatient wards. Helps to provide authorized prescriptions and helps in transmitting patient data.
Newsletters	Patient newsletters help in demonstrating the concern for the patients that are served by the practice of health care workers(Lupton, 2013).
Newsletters	It helps the health care worker and patient to stay in touch in a regular basis.
Intranet	it helps in accessing information, communicating and collaborating with other groups, and helps in delivering care to the patient in an improved way.
Intranet	Helps the health care workers in gaining rapid access to the information that helps in the diagnosis of the suitable treatments and health conditions (Simons, et al., 2012).

Question 10

Provide an example of person-centred service delivery.

Giving choices at the time of meal as per their preferences of food they like. Altering the bed sheets of the patients and providing them with the prescribed medications on time.

Provide an example of a multi-disciplinary team and how they work together in the best interests of their clients.

Example of Multidisciplinary teams are nurses, social workers, physician assistants, aides, etc.

they provide assistance to the doctor to assist them in their work and help the patients to recover faster. They take care of all the necessary needs of the patients.

List two support services that can be accessed by clients and explain the role of each service.

1. Clothing assistance –They help the patients in clothing because sometimes they are not able to do it by their own (Koh, et al., 2013).

2. health and care support services–they provide care and health support services to the clients in order to maintain their well-being.

Identify at least three different issues that may arise with multi-disciplinary work relationships or when working with people from different services.

1. Uncertainty in the positioning of the team in the service (Simons, et al., 2012).

2. Uneven distribution of work that can lead to conflicts

3.lack of coordination between the members of the team.

Question 11

Provide a definition for each of the following terms.

Term	Definition
Case management	it refers to a collaborative and professional process that helps in assessing, implementing, coordinating, evaluating, and planning the options that are required in meeting the health needs of an individual.
Assessment	It refers to an instance or action that helps in making judgement about something. It refers to the act of assessing something.
Adult disclosure	It occurs when someone expresses the experience related to any sexual violence. It can be related to the experience that happened a long time ago.
Guardianship	It refers to a legal relationship established when an institution or person is named in a will that is assigned by the court in taking care of a child or children.
Informed consent	It refers to the process in which the patients are provided with important information that includes possible benefits and risks related to treatment, medical procedure, or a clinical trial. As it helps them in deciding whether they want to be tested, treated, etc.
Person-centred approach	it refers to an approach that focuses on caring for the needs of the individual by ensuring the preferences of people, values, needs, and decisions and helps in providing care that is responsive and respectful for them.
Rights-based service delivery	It means that in reality, all forms of discrimination of rights need to be prohibited, eliminated, and prevented. According to it, priority should be provided to the people when they are in vulnerable or marginalized situations.

Question 12

Basil is in palliative care. He has cancer, which causes him to suffer high levels of pain. He has a multi-functional team looking after his care.

The following people are members of his team. Explain the role of each one:

Team member	Role of team member
Medical practitioner	His role is to treat and diagnose mental and physical illness, infection, disease, and to prescribe medications and treatments to the patients when necessary. They are generally known as a medical specialist.
Nurse	their main role is to assist doctors and take care of the patients and their needs like providing them with prescribed medications time to time.
Personafrom l care worker	Personal care workers provide assistance to the patient and look after all their needs like serving them food on time, giving them medications on time, altering bed sheets for them.
Family	the role of the family is to motivate the person, boost their morale and provide them with all the care that the patient seeks. Their role is t provide him with the best services they can give him.
Physiotherapist	His role is to restore the function and movement when someone is affected by any type of disability, injury, and illness.
Priest	the primary role of the priest is to serve as a ritual expert, he is a person that possesses religious knowledge and techniques of worshiping, praying, and sacrificial acts.
Social worker	The main role of a social workers is to contribute to society by participating in functions that serve the welfare of society. A person who works for the welfare of society.
Volunteers	It refers to the person who contributes their experience time, and skills to the group or organization for free.

Question 13

We all know that grammar is important when communicating in the written form. However, it is also important to ensure you are using grammar correctly in your verbal communication. Identify at least three reasons why grammar is so important to verbal communication.

1. It helps to express the thoughts clearly

2. It helps in understanding the topic in a better way.

3 Helps to make the communication much more effective and creates a nice impression on the second person.

Identify two reasons why speaking too slow may be inappropriate.

1. It consumes a lot of time and can be tiring for the second person who is communicating.

2. A long and slow conversation can be a bit boring and can reduce the effect of the topic and can mislead the person away from the topic.

Identify two reasons why speaking too fast may be inappropriate.

1. By speaking really fast can create a hindrance in communication by making it unclear.

2. Represent ineffective communication and a person is most likely to skip the important point.

Question 14

Hamish is Scottish and has recently come to Australia. He is working with older people. He has a very broad Scottish accent, which his clients find very difficult to understand.

How should Hamish communicate in a way that helps his clients to understand him?

1) he should grab their attention

2) Try to break their concentration from the thing that they are already doing.

3) Make them focus on the message that you are conveying

4) If they don’t understand try to repeat the message.

5) Use non-verbal technique of communication and try to explain them by expressions.

Question 15

List the steps involved in ethical decision making.

1) Identify the problem

2) determine the facts responsible for it

3) Determine its relevant factors

4) Try to develop a list of actions that can be taken into account

5) Consult the identified actions with other

6) Select the most appropriate one

7) Conduct a follow up at the end.

Question 16

Maryanne has a new elderly client who is Lebanese. Yasmine does not speak much English but can understand common words. Normally her daughter, Mia, is present to translate for Yasmine.

Mia is running late. Maryanne has a lot to do and decides to go ahead and explain to Yasmine what support she is going to be providing her today. Yasmine speaks in Lebanese to Maryanne and says Mia’s name. Maryanne becomes frustrated because she is short on time and cannot wait for Mia to arrive. She raises her voice and says to Yasmine, ‘Do you understand what I am saying?’

Yasmine finally nods but it is clear that she is upset and just agreeing to stop Maryanne from being so frustrated.

When Mia arrives she is annoyed – Yasmine tells her that Maryanne was annoyed with her so she just nodded even though she didn’t know what was going to happen.

Explain how Maryanne’s conduct has led to a breach in informed consent. What do you think Maryanne should have done in this situation?

She breached the consent of the organization by showing disrespectful and non-collaborative behaviour with Yasmine. Which was ethically incorrect. Rather than this she could just have tried to communicate with her with patience and could have used non-verbal technique of communication and should have tried to express herself through expressions.

Often workers may be required to give information to their clients to help them make decisions about services or activities that can help meet their individual needs. List three sources of information that you may need to provide to clients to help them make informed decisions.

1.Internet access

2.User guides

3. journals

Question 17

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.

What issues does Maya face regarding communication with staff?

She needs to understand the best way of communicating when dealing with non-aboriginal women. Here Maya needs to explain to them more about the food and culture she prefers. There is a need to understand the needs of cultural aspects of the Maya.

What issues does Maya face in communication with other residents?

She does not understand the language of others and as she belongs to a remote area so she is unable to understand the cultural aspects of other people. That is the reason why she faces communication errors with others.

What assistance can Benny give to other staff to assist them to communicate with Maya?

he can explain to them her situation and tell them to talk with her in a friendly manner so that they communicate with her and she can fell familiar.

Is Maya being rude when she doesn’t look people in the face when talking to them? Explain your answer.

No, she is not being rude it is just the signs of insecurity and lack of confidence that she possesses while talking to others. But there is a need to show some signs of respect.

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 say 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.

What are Maya’s rights to the smoking ceremony?

the spoking ceremony needs to be taken the actual room here the person dies and conducting a smoking ceremony in Maya’s room is her right and that need to be followed.

List two things that Benny can do to support Maya to ensure that her rights are met.

1. report to the supervisor and take his permission to ensure that her rights are not violated

2. Benny can share information about the aboriginal culture with other to support her right.

List three things that Benny and the health and safety officer should do to resolve their differences.

1. Conduct a meeting and tell everybody about her cultural aspects.

2.Benny should discuss the importance of this ritual and how it affects their sentiments.

3make some changes in the policies and should take the permission for this.

Assume that Benny and the health and safety officer are still in disagreement. The health and safety officer say that Benny is being rude and indignant, and Benny says the health and safety officer is being discriminatory in their decision making. What should happen next?

It is very clear from the scenario that the conflict that was erupted was due to lack of knowledge related to cultural aspects, but there is a need to understand that to follow the cultural is the ethical right of a person and this thing need to be addressed to the health and safety officer to resolve this conflict.

Question 18

Jet works in a Home and Community Care environment. One of Jet’s clients is Neil, a 19-year-old boy. Neil lives at home with his mother, stepfather and his younger brother Brett, who is almost 10.

Jet has been caring for Neil since he was 15, when he sustained severe injuries during a car accident, and they have developed a good client–carer relationship.

Neil’s mother works long hours in the city and his stepfather Vic works from home. His office is in a room adjacent to the garage.

One day Neil is quite upset and Jet is struggling to communicate with him. Neil keeps looking towards the hallway where the internal garage door is located. Jet realises he wants to say something but appears concerned about Vic’s presence.

Finally Neil is able to disclose that he is worried about Vic abusing Brett. When Jet asks why, Neil states that Brett has been withdrawn and quiet lately. Jet asks Neil why he thinks there would be abuse, as there may be many reasons why Brett is so quiet.

It takes Neil some time and some difficulty, but he admits that he was abused by Vic when he was around Brett’s age. He is worried it might be happening again, but Brett won’t talk to him.

Does Jet have a duty of care to report this suspected abuse? What if Jet thinks that Neil is wrong about his assumptions?

As a responsible health worker jet is mandated to report to the higher authority about the suspected child abuse. And should make a complete report on it. And he possess some doubt then he should inspect this thing by himself.

List five indicators that might suggest a child is at risk of harm.

1. If they communicate very less

2. Get panic and frustrated easily

3. possess low self-esteem

4. When tends to be tearful and passive.

5. when showing delayed speech

Mandatory reporting requires the reporting of suspected abuse. List the types of abuse that a mandatory reporter would need to communicate to authorities.

types of abuse can be

1) Sexual abuse

2) Emotional abuse

3) Physical abuse

4) Family violence

5) neglect

Imagine that Neil asked Jet to be the person who remains involved in the case while it is investigated. Jet knows this isn’t how things work. Write down what Jet should tell Neil in regards to his work role limitations in this situation.

1) He should tell him that it is against the policies of the organization and he cannot breach them. He can just report about it to the higher authorities, but further actions are in their hands only.

Several days later Jet encounters Neil’s mother in the car park of his workplace. She abuses Jet loudly, telling him that he has destroyed their family by interfering, and how dare he believe such lies – Jet’s known Vic for years, he is not capable of such awful things! She tells Jet to ‘watch his back’, and hurries away.

Jet stands in the car park in shock. Several of his colleagues come up to him and give him support. He simply shakes his head, he can’t believe what just happened. She must have been waiting for him to finish his shift.

Explain what Jet should do in this situation.

In this situation he need to confront the whole situation to the supervisor and ask him to assist him in sorting out this situation. And should communicate with Neil’s family about the matter and should resolve the issue.

What do I need to hand in for this task?	Have I completed this?
Your answers to each question	o

ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 2

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:
Unit: § CHCCOM005 Communicate and work in health and community services
Student to complete	Assessor to complete
Assessment Task	Resubmission? Y/N	Student initials	Sufficient/ insufficient	Date
Role plays
Role play 1: Norni and Jim
Role play 2: Elisabetta
Role play 3:Elana

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.

_____________________________________________________________________________________________

Assessor signature:____________________________________________________________________________

Assessor name: _______________________________________________________________________________

Date:________________________________________________________________________________________

ASSESSMENT TASK 2: ROLE PLAYS

Task summary:

You are to demonstrate, in role play scenarios, your ability to communicate in a community services environment with colleagues and clients.

What do I need in order to complete this assessment?

Access to textbooks and other learning materials

When do I do this task?

You will do this task in the classroom or your workplace (your assessor will advise).
Write in the date of the role plays as advised by your assessor: _______________________

what do I need to do if I get something wrong?

If your assessor identifies that you have not demonstrated the required skills and knowledge, they will provide you with feedback on your performance and a chance to do the role play again.

Instructions to students:

Read the information below about Norni and Jim.

Role Play 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.

You are to participate in a role play with your assessor playing the role of Norni. You are to assume you were one of Jim’s care workers. Norni comes to your workplace to gather the rest of Jim’s belongings, and requests to see you. You go to Jim’s room, where she is packing up the last of his bits and pieces.

It has been three days since Jim passed away.

During the role play, your assessor will be looking to see that you can:

§ Show respect at all times in your communication with Norni

§ Clearly explain your work role boundaries and ethical requirements

§ Ensure Norni understands what you are telling her

§ Use appropriate verbal and non-verbal communication

§ Appreciate the constraints to communication involved in this situation and interact with Norni sensitively and respectfully

§ Use effective communication skills to defuse the situation and stop Norni from getting angry or even more upset

§ Ensure Norni understands why you can’t do what she wants you to do.

Role Play

Norni – Good morning

Care Worker – Good morning

Norni – I’m Norni Jim’s wife.

Care worker – Oh! yes I remember you andam really sorry to hear about your husband he was a nice man.

Norni – Yes, he actually was, actually I came here to collect all his belongings that were left her

Care Worker – Yeah sure, I’ll help you out with this.

Norni – thank you, it might be in the ward where he was kept.

Care Worker – Okay, I’ll bring them for you, you stay here.

Norni – Okay, thank you.

Care Worker – Well that’s my duty. Here is Jim’s stuff.

Norni – Thank you very much.

Care Worker – Your welcome.

Role Play 2 – Elisabetta

It is a week or so after you last saw Giuseppe (see Question 7 at Assessment Task 1) and you have returned to do some support activities for him.

As you leave Giuseppe’s home, his friend from last time appears at the front gate. She stands in your away and asks what’s going on, Giuseppe obviously hasn’t been well and he still hasn’t told her what’s wrong.

You are to participate in a role play with your assessor playing the role of Jim’s friend. Her name is Elisabetta. She is Giuseppe’s neighbour and from memory you believe her to be around 65 years old.

During the role play, your assessor will be looking to see that you can:

§ Show respect at all times in your communication with Elisabetta

§ Consider the impact of Elisabetta’s age in your interaction

§ Clearly explain the privacy and confidentiality requirements you must adhere to

§ Ensure Elisabetta understands what you are telling her

§ Use appropriate verbal and non-verbal communication

§ Appreciate the constraints to communication involved in this situation and interact with Elisabetta sensitively

§ Use effective communication skills to defuse the situation and calm Elisabetta down

§ Ensure Elisabetta understands why you can’t do what she wants you to do.

Role Play

Health Worker – Good Morning

Elisabetta – Well Good Morning, why are you here?

Health worker – Well it has been a very long time so I cam here to visit Giuseppe.

Elisabetta – Well he is still not right, and nobody is telling me what is happening to him.

Health Worker – Well he just has some issues in his prostate.

Elisabetta – Explain me clearly.

Health Worker – See it is confidential and cannot be shared without the permission of the patient.

Elisabetta – but I’m his very old friend and Iwant to know about it.

Health Worker – For this you need to ask Giuseppe about it i can’t share because I’m bounded with the laws of the organization.

I hope you understand.

Elisabetta – Okay, I can understand.

Health Worker – Okay then, thank you. Have a nice day.

Elisabetta – Thank you, same here.

Role play 3 – Elana

You have been asked by your supervisor, Ian, to clean out the storeroom – it is starting to become a workplace hazard and he wants it cleaned up before someone is hurt or something gets damaged.

Nothing has been sorted and there is stuff all over the floor.

Ian tells you that Elana will help you clean up – she’s just on a break at the moment and will be down to help you in about 5 minutes when her break ends. He wants you to have it done within two hours.

Elana hates doing these types of jobs, she’ll do anything she can to do as little work as possible, and is often argumentative and rude. Elana is an administrative officer.

You go to the storeroom and start cleaning up.

Elana finally arrives 20 minutes later, long past her break time. You ask her where she has been, because you have been waiting for her to help you lift something that needs two people.

She immediately gets snappy with you and you can tell she’s got an attitude.

Your assessor will play the part of Elana. You must ask her to start helping you, because Ian wants everything cleaned up immediately to avoid any risk of accident or injury.

Following the role play, you will need to answer a set of verbal questions.

During the role play, your assessor will be looking to see that you can:

§ Clearly explain to Elana what you want her to do (help you clean up, lift items, place items that you aren’t sure should be disposed of in a corner, and take rubbish down to the compactor)

§ Explain the timeframes of the job as given by Ian and negotiate with Elana to get the job done faster (you will need to think of ways in which you could work together to get the job done efficiently)

§ Show respect at all times in your communication with Elana, regardless of how she speaks to you

§ Use appropriate verbal and non-verbal communication to get Elana to understand what you want

§ Appreciate the constraints to communication involved in this situation and use effective communication skills to resolve the situation

§ Recognise the non-verbal cues being shown by Elana and adjust your communication as necessary.

What do I need to hand in for this task?	Have I completed this?
You do not need to submit anything for this task	NA

Role Play

Care Worker – Hi, Good Afternoon Elana.

Elana – Good Afternoon

Care Worker – Why have you been so late, i was waiting for you to come and help me

Elana – Well I was busy with my stuff. And you know how much I hate doing cleaning.

Care Worker–I know but i also can’t help it as the supervisor has advised me to clean it with your help.

We only have two hours to clean this store room so we will have to do this as soon as possible because this place has got really dirty so need to be clean as soon as possible.

Elana – So what do we need to do really?

Care Worker – We need to collect all the garbage and place it in the compactor.

Elana – Okay, shall we start.

Care Worker – Sure, and thanks for cooperating.

Elana – Well, you’re welcome.

References

Artiga, S., & Hinton, E. (2019). Beyond health care: the role of social determinants in promoting health and health equity. Health, 20(10), 1-13.

Berkowitz, E. N. (2021). Essentials of health care marketing. Jones & Bartlett Learning.

Cocker, F., & Joss, N. (2016). Compassion fatigue among healthcare, emergency and community service workers: A systematic review. International journal of environmental research and public health, 13(6), 618.

Herzberg, B. (2013). Community service and critical teaching. In Dialogue on Writing (pp. 449-462). Routledge.

Koh, H. K., Brach, C., Harris, L. M., & Parchman, M. L. (2013). A proposed ‘health literate care model’would constitute a systems approach to improving patients’ engagement in care. Health affairs, 32(2), 357-367.

Lupton, D. (2013). The digitally engaged patient: Self-monitoring and self-care in the digital health era. Social Theory & Health, 11(3), 256-270.

Onwuegbuzie, A. J., & Byers, V. T. (2014). An exemplar for combining the collection, analysis, and interpretations of verbal and nonverbal data in qualitative research. International Journal of Education, 6(1), 183.

Schiavo, R. (2013). Health communication: From theory to practice (Vol. 217). John Wiley & Sons.

Siegman, A. W., & Feldstein, S. (2014). Nonverbal behavior and communication. Psychology Press.

Simons, L., Fehr, L., Blank, N., Connell, H., Georganas, D., Fernandez, D., & Peterson, V. (2012). Lessons Learned from Experiential Learning: What Do Students Learn from a Practicum/Internship?. International Journal of Teaching and Learning in Higher Education, 24(3), 325-334.

Sparks, L., O’Hair, H. D., & Wright, K. B. (2012). Health communication in the 21st century. John Wiley & Sons.

Vermeir, P., Vandijck, D., Degroote, S., Peleman, R., Verhaeghe, R., Mortier, E., … & Vogelaers, D. (2015). Communication in healthcare: a narrative review of the literature and practical recommendations. International journal of clinical practice, 69(11), 1257-1267.

COMMUNICATE AND WORK IN HEALTH AND COMMUNITY SERVICES

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