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Facilitate Individual Service Planning and Delivery

ASSESSMENTSDOCUMENT USED BY ASSESSOR TO ASSESS YOUWHERE (Location of Assessment)WHEN

(Assessment Duration/

Due Date)

Assessment Summary/ Cover Sheet to record results of all assessment tasks and determine competencyClassroom/ Real workplace/ simulated environmentN/A
Assessment Task 1 – Observation & LogbookAssessment Task 1 – Observation & Logbook Assessor Checklist in the Work Placement Record BookReal workplace/ simulated environmentRefer to timetable
Assessment Task 2 – ProjectAssessment Task 2 – Project Assessor ChecklistClassroomRefer to timetable
Assessment Task 3 – Written TestAssessment Task 3 – Written Test Result PageClassroomRefer to timetable

 

ASSESSMENT SUMMARY / COVER SHEET

(This sheet is in the Student Assessment pack)

This form is to be completed by the assessor and used a final record of student competency. All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing on the students file. Student results are not to be entered onto the Student Management System unless all relevant paperwork is completed and attached to this form.

 

Student Name:
Student ID No:
Final Completion Date:
Assessor Name:

 

Unit Code/ TitleCHCCCS006 Facilitate individual service planning and delivery

 

 

Please attach the following documentation to this formResult
Assessment Task 1-Observation & Logbookq  Observation Checklist in the Work Placement Record Book (1 assessor observation)

q  Work  Placement Record Book attached (2 workplace supervisor observations)

S /  NYS
Assessment Task 2-Projectq  Project attachedS /  NYS
Assessment Task 3-Written Testq  Written Test attachedS  /  NYS

S = Satisfactory; NYS = Not Yet Satisfactory                                      

Final Assessment Result for this unitC  /  NYC

C = Competent; NYC = Not Yet Competent

 

Assessor:  I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.Signature: ____________________________

Date: ____/_____/_____

Student Declaration:  I declare that I have been assessed in this unit, and I have been advised of my result.  I also am aware of my appeal rights. I also declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.Signature: ____________________________

Date: ____/_____/_____

Administrative use only

Entered onto Student Management Systemq  ________________

Date

 

Initials

 

ASSESSMENT TASK 1 – OBSERVATION & LOGBOOK

This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements

 

Student Instructions

 

This assessment is to be undertaken in a fully equipped disability support care facility.

 

For this assessment, you are to be observed on 3 separate occasions (2 observations by your workplace supervisor and 1 observation by your assessor). For this activity you are required to demonstrate your ability to facilitate individual service planning and delivery. 

 

  1. For this task you are to work together with others as a group to contribute to the planning and reviewing of services which meet the needs of at least 3 people, and also to contribute to the planning processes by communicating effectively with the person and other stakeholders using active listening and questioning.

 

Whilst you are performing this assessment you will need to ensure you:

  1. Develop and maintain trust and goodwill
  2. Maintain confidentiality and privacy
  3. Recognise and respect diversity of clients and respond accordingly
  4. Provide clear and current information about service delivery
  5. Support the interests, rights and decision-making of the person
  6. Identify the physical and psychological factors relevant to the person’s life stage
  7. Explain the planning process and discuss different service options with the person
  8. Determine readiness for the development of an individualised plan
  9. Select the most appropriate service options
  10. Determine who needs to be included in the planning process
  11. Organise all the practical aspects of the planning
  12. Collate and prepare information
  13. Distribute information to relevant stakeholders
  14. Liaise with the assessor of the person’s requirements prior to the planning session
  15. Respect the person’s perspective, foster their strengths and capacities and promote their participation
  16. Follow process requirements of service planning tools
  17. Identify and confirm key aspects of individualised service delivery
  18. Plan an integrated approach to service delivery
  19. Conduct an individual risk assessment
  20. Minimise risk as required
  21. Manage any conflict or differences appropriately
  22. Perform a review of the implementation of service delivery plan
  23. Complete all reporting requirements

 

During your assessment you will need to discuss the following information with your trainer/assessor:

 

Here are some things you can do to earn and keep your clients’ confidence all across the engagement, from the courting period to the end.

1) Provide references and job applications.

2) Send emails in a professional manner.

3) Be considerate of their time.

4) Avoid flaking.

5) Keep track of your deadlines.

Be dependable. Make sure your customers know they can rely on you.

Be open and honest. Integrity is necessary for establishing a trustworthy connection with clients, and then it begins with effective communication.

Be proactive in your approach. Don’t always expect your customers to come to you.

Make yourself available.

Be true to yourself.

 

Safeguarding privacy and secrecy serves to safeguard participants from possible damages such as humiliation or suffering on a social level; social consequences such as job loss or financial injury; and criminal prosecution responsibility.

Accept cultural opinions, yet work together to find common ground.

Don’t shut it off until you’ve gained more knowledge from folks who aren’t like you.

Make certain that everyone has an opportunity to express their thoughts….

Use stereotypes sparingly, and be aware of and rectify your own bias.

 

Any engagement with the administration in which customers — citizens, immigrants, or corporations — seek or contribute knowledge, manage personal affairs, or execute out their obligations is referred to as process improvement. These solutions should be given in a way that is efficient, predictable, dependable, and courteous to customers.

Support the user’s interests, rights, and judgment call.

 

Stress, animosity, sadness, discouragement, and task identity all appear to be linked to physical health, notably heart disease.

 

The following are the steps for preparation and implementation:

The creation of objectives.

Creating projects that will help you achieve your goals (Goodhew, et al., 2018).

 

 

Individualized planning assists people in: enhancing natural connections such as connections, neighbours and local organizations.

 

Senior management and other key personnel who can make significant contributions to the company’s high planning should have been included in the business plan. Each executive team must choose who will be included in the strategic plan.

 

Making a selection from a multitude of possibilities is what planning requires. As a corollary, if there is already one plan of treatment, see no need to anticipate but no other choice. As a result, strategic planning is a crucial part of the planning process (Palmer, et al., 2019).

 

Gathering, sorting, and summarizing relevant information; forming provisional assumptions about the link of “facts” to one another and their relevance are all part of the collation process. Assessing each item’s correctness and dependability; categorising objects into logical groups

  1. The roles and responsibilities of the people involved in the planning process including”
  2. Person’s assessor
  3. Carers and other support workers
  4. Health professionals
  5. Other service providers
  6. Service delivery worker

An officer who supports a judge or prosecutor in making decisions. a person who evaluates property for taxes purposes.

 

A professional who is paid or compensated for their care job is referred to as a “carer.” Support workers are paid professionals who provide official assistance. They may participate in disability-related training or get on-the-job training (Smętkowska, & Mrugalska, 2018).

A health practitioner is someone who has been prepared to work in the field of health or something linked to it. A health practitioner will have earned training to work in a certain medical and psychiatric specialty in the majority of circumstances. Physicians, counselors, and laboratory technicians are examples of health professions.

 

Other Service Providers, or OSPs, are companies or enterprises that provide secondary and tertiary levels services to various corporations, banks, or hospitals, such as advertising, money transfers, or healthcare.

They are in charge of deciphering customers’ demands real patience and persistence customer demands. Firms may begin to bridge the performance measurement gap by concentrating on the crucial relationship with service personnel and implementing solutions that lead to good buyer service.

 

 

 

  1. The features and modes of service delivery:
  2. Range of service options
  3. Variations for individualised service including how human development stage of the client has affected the service delivery
  4. Resource requirements
  5. Motivational goal setting
  6. Collaborating with other service providers to address diverse and multi-faceted needs
  7. Transitioning to other services
  8. Exiting service

Community-based organisation, public sector utility costs, corporate sector, and self-supply are the four broad categories of technologies and services that can be identified. Water services are delivered in a variety of ways across a country as well as within a single decentralised administrative region.

 

 

Supportive leadership theory, adequate planning, development and skills, the availability of raw materials, effective administration of resources, workers, and procedures, and relationship with co – workers among clinicians may all help to enhance health outcomes.

 

Edwin Locke proposed the shot on target theories of needs in the 1960s. According to this view, goal-setting is inextricably tied to task performance. It claims that setting clear and difficult goals, as well as currently receiving feedback, leads to increased and improved achievement goals.

 

The many points at which a patient goes to, or emerges from, a specific physical place, or establishes contact with a doctor for the intention of gaining health treatment are referred to as clinical handover.

 

The term “Exit Service” refers to a transportation service that allows a Network User to also have Gasification transported from the Power Network to a Central Hub.

 

Your 3 observations will be observed as follows:

  • 2 observations by your host employer / workplace supervisor that will be verified by your assessor from your College
  • 1 observation by an Assessor from your College

(These are to be recorded in your Work Placement Record Book that will be given to you by your assessor)

To be assessed on: _______________________

 

ASSESSMENT TASK 2 – PROJECT

This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements

Student Instructions

You are to do some research and answer the questions in the Assessment Task below given to you by your assessor.

 

Your project will be due on: ____________________________

 

ASSESSMENT TASK 2 – PROJECT

Please complete below

Student Name:
Student ID No:
I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
Student Signature:Date:

 

STUDENT INSTRUCTIONS

Please refer to the instructions below regarding completing this assessment

·         You are to do some research and answer the following questions

·         Print or write or type clearly

·         Answer all questions

·         Ask your assessor if you do not understand a question.  Whist your assessor cannot tell you the answer, he/she may be able to re-word the question for you

QUESTIONS

  1. Prepare a poster or pamphlet that would be suitable for display in a waiting area or reception area community services organisation about establishing and maintaining relationships. In your poster/pamphlet you will need to discuss the following points:
    1. Conducting interpersonal exchanges in a way which encourages, develops and maintains trust and goodwill
    2. Recognising and respecting the various multi-faceted needs of individuals
    3. Strategies for providing clear and current information about service delivery
    4. Maintaining confidentiality and privacy within the organisation
  1. Discuss a time you have facilitated individual service planning and delivery. In your discussion, include details of your preparation for planning, your planning and review the service delivery implementation.

 

 

Before starting planning, we said that because of materials that may help us recognise and understand unique аррrоасhes, various types of рrоgrаms and асtivitiеs, and the evidence behind them.

When we facilitated individual services, we identified the ideal арр rоасh to utilize. 

In agreement with the above, we must take the following steps.

– Prоmote the pеrsоn’s pеrspеctive, fоster their qualities and сарасities, and respect their pеrsоn’s раrtiсiраtiоn (Avortri, et al., 2019).

-Follow the process requirements for service planning tools.

-By working, Confirm and identify essential aspects of individualized delivery of services.

establishing objectives in collaboration with the individual and other stakeholders

-Think about the person’s interconnected demands and develop an integrated app approach to serving them conveyance.

Deportment a hazard assessment tailored to the individual’s situations, consult with the individual, and collaborate to reduce risk (Fairchild, et al., 2022).

– Manage any discrepancies or divergences in the individual’s viewpoint. Examine how the service is being delivered. issue occurred with relevant persons to determine the highest level of quality of the service. -address as well as report any concerns with contract management quality or contentment within organizational processes.

 -Collaborate with the individual and applicable others to notice and answer to the requirement for individualized plans to be adjusted.

– Encourage an individual’s ’ self while making changes to a plan.

-Identify areas where service performance delivery and organizational execution might be improved.

 

  1. Discuss the reporting requirements you would be required to complete during the process of facilitating individual service planning and delivery.

 

-Discuss the reporting requirements that you will be needed to meet while supporting individual service planning and delivery.

-During the рrосеss for facility help demonstrates service, the requirements that we would get are:

-carefully record рlаnning аctivitiеs and decisions

-rераrе rероrts end оthеr dосumentаtiоn in accordance with оrgаnizаtiоn nееds

-Mаintаin dосumentаtiоn сurrеnсy by mаking аррrоpriаtе uрdаtes -nсоrроrаtе survey dесоrаtiоns intо соntinuоus imрrоvеmеnt рrосееdеntiоn рrосееdеnting (Stogiannos, et al., 2021).

 

FOR ASSESSOR ONLY

 

ASSESSMENT TASK 2 – PROJECT

ASSESSOR CHECKLIST

This checklist is to be used when assessing the students in the associated task.  This checklist that is incorporated in the Student Work Placement Record Book is to be completed for each student.  Please refer to separate mapping document for specific details relating to alignment of this task to the unit requirements.

 

Please complete below

Student Name:
Student ID No:Date:

 

In this assessment task:Has the student satisfactorily completed the project?
YesNo
Did the Student provide evidence of their ability to:
Prepare a poster or pamphlet that would be suitable for display in a waiting area or reception area community services organisation about establishing and maintaining relationships. In the student’s poster/pamphlet the student discussed the following points:££
·         Conducting interpersonal exchanges in a way which encourages, develops and maintains trust and goodwill££
·         Recognising and respecting the various multi-faceted needs of individuals££
·         Strategies for providing clear and current information about service delivery££
·         Maintaining confidentiality and privacy within the organisation££
Discuss a time the student had facilitated individual service planning and delivery. In the student’s discussion, the student included details of the student’s preparation for planning, planning and review the service delivery implementation.££
Discuss the reporting requirements the student would be required to complete during the process of facilitating individual service planning and delivery.££

 

 

Assessor’s Judgement:

 

Result:  Satisfactory   /   Not Yet Satisfactory

 

Comments:

 

 

Assessor:  I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.Name: _______________________________

Signature: ____________________________

Date: ____/_____/_____

 

ASSESSMENT TASK 3 – WRITTEN TEST

This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements.

 

Student Instructions

This is an open book written test. Therefore, you are allowed to bring books/ resources that can help you to answer the test.

 

Your assessor will set a date and time for this open book written test.

On the test date:

  1. Your assessor will set ground rules including no phones, talking, etc.
  2. Your assessor will pass a copy of the assessment to you.
  3. Your assessor will allow time for reading and questions before commencing assessment.
  4. You will have 1.5 hours for this assessment. You are not to leave the classroom within 15 minutes of commencement of the assessment.
  5. Once assessment has commenced, no communication between students is allowed.
  6. If you repeatedly talk, or are caught cheating, you will be removed from the classroom, and reported to student administration. Your assessment will be marked as “incomplete”
  7. Remember – assessments are a participatory process, so your assessor can help re-word questions, but cannot lead to answers.
  8. Once completed, your assessment will be marked accordingly.
  9. In the event that a question is not answered correctly, your assessor will discuss the response with you to determine if you did not know the answer, or did not understand the question.
  10. In order to achieve competency, all questions MUST be answered correctly.

 

 

This assessment will be done on: _____________________

 

ASSESSMENT TASK 3 – WRITTEN TEST

 

Please complete below

Student Name:
Student ID No:
I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
Student Signature:Date:

 

STUDENT INSTRUCTIONS

Please refer to the instructions below regarding completing this assessment

 
This is an open book written test. In the time allocated, you are to answer all of the following questions.  Make sure you:

·         Print or write or type clearly

·         Answer all questions

·         Ask your assessor if you do not understand a question.  Whist your assessor cannot tell you the answer, he/she may be able to re-word the question for you

·         Do not talk to your classmates.  If you are caught talking, you will be asked to leave and your assessment will not be marked.

·         Do not cheat or plagiarise the work of others.  Anyone caught cheating will automatically be marked Not Yet Competent for this unit.  There are NO EXCEPTIONS to this rule.

 

 

QUESTIONS

 

  1. What are five things you could do to build trust with your clients?
Clients’ trust is a conviction a consumer has in a company.

Ø  Write effective emails, and be responsive.

Ø  Reach their customer service expectation.

Ø  Look for feedback and show your genuine care.

Ø  Establish faith, and take your time.

Ø   Keep all emotional connections with them, not just customer satisfaction.

  1. What types of information are considered confidential? List 3.

 

Confidential information is secret information shared with only primary persons for a selected purpose.

Ø  Salaries are kept confidential because there are different salaries paid to people in the same job according to their qualifications and skills.

 

Ø  The trade secret of our company is considered confidential information.

 

Ø  Phones code, computer passwords other documents related to personal information, and banking are also confidential.

 

 

  1. List six types of issues you may encounter while working in the community services sector.

 

The issues identified in the community service sector are

Ø  The nature of services resists manufacturers.

Ø  The causes or factors of service growth.

Ø  The internal relations between work and the rest of the economy.

Ø  The prospects of service growth in terms of utilization and income.

Ø  Individuals are centric and more helpless in an emergency.

Ø  Domestic laws and services trade Restrictiveness.

  1. Are clients obliged to accept the services they are being offered?

 

Give them researched, relevant, and convenient information on their needs, rights, and responsibilities. Inform the clients regarding their rights and responsibilities. They need to identify their own rights, choices, needs, and job. They need to know their business. They had a right to protection from inhuman treatment.

 

 

  1. What steps are involved in preparing for planning to facilitate individual service planning and delivery?

 

This course reports the skills and information needed to contribute to the development, review, and execution of discriminated support. This course applies the workers in a range of company services and service delivery conditions. Services needs may be compound or multiple.

 

  1. List three sources of client information.

 

List three sources of client information are:

Ø  Customer interviews for customer information: interviews are the most accurate source to take client information.

Ø  Marketing intelligence platforms: many companies are used intelligence platforms to collect client intelligence.

Ø  Online research department: You can put questions to different kinds of worldwide backgrounds.

 

  1. List at least four of the significant others who you should involve in the planning process.
The strategic planning process should include the senior management of a company.

Ø  Operational planning: operational planning is about how things need to happen and how to do accurate work with all planning.

Ø  Strategic planning: strategic planning is about why things need to be happening.

Ø  Tactical planning: breaking down company goals that are more than four to five years old and have a goal-oriented timeline with a short target.

Ø  Contingency planning: in this planning they need to make a list of risks.

 

 

 

  1. What are the three types of assessment that you may use during facilitating individual service planning and delivery?

 

Ø  Service Assessment Methodology: it is a four-step process that added interviews and sessions with key executives and individual contributors.

Ø  Assessment Deliverables: in this, they need to check their service quality, including the number of delivery, and observe performance.

Ø  Technical support assessment: technical support provides strategies and plans and support in the system and tools (Ataseven, et al., 2018).

 

 

  1. What steps are involved in planning service delivery?

 

Find out business and basic services required by business units.

Make the operations list of business services.

Keep the measurement service delivery.

They should do continuous improvement.

Identified key stakeholders and priorities of each business service department.

 Make and execute the work and strategic plans.

 

 

  1. When working with a client, what must you ensure?
When working with the client they need to establish trust

The key to building relations with clients is trust.

They just need to anticipate their needs.

They need to be a solution to their all problems.

They should collaborate with them.

 Show concern and sympathy for the particular situation.

 

  1. When assisting the client to set goals, it is important to ensure that the goals are SMART. What does this acronym stand for?

 

Smart goals set you up for achievement by making goals specific, measurable, truthful, and timely. The smart way helps to keep further, it gives you direction and helped to maintain and find your goals. Defining this parameter helps to ensure that your objectives are attainable within a certain time frame (Amisi, et al., 2021).

 

 

  1. What are three common examples of home modifications to improve safety?

 

There are many ways that are confused with home modifications,

Installations of ramps and rails

Altering kitchen and  bathroom

Installing emergency alarms for emergency.

 

 

 

  1. List the three categories of risk you may encounter when developing the plan, one example of each and at least one way of minimising each risk.

 

Home modification range in cost and product reach.

Ø  Few of the most common incorporate large digital displays of computers.

Ø  Temperature controls

Ø  Easy unit for light switches.

Ø  Door openers.

Ø  Security systems in-house.

Ø  Ramps or lifts.

Ø  Walk-in tubs.

 

 

 

 

  1. When establishing processes to gather information about client satisfaction, there are a number of things that may need to be developed. Discuss three.
  • Customer satisfaction is described as a reach that how customers are happy with your company and its products.
  • Surpassing Customer Satisfaction: a friendly customer service that provides improvised solutions, it provides multiple solutions, and gives you regular feedback sessions.
  • Delighting Your Customer: you are on the way to paving the way to building good communication.
  • Amazing your customer: in this, if your customer gets discounted offers and codes that kind of customer calls the discounted customer.
  1. What are the key points of client self-determination as discussed by Nirje in 1972?

 

Nirje 1972 titled his chapter, The Right to Self-Determination, and the opening paragraph stated. One common point is modifying the principle is to create order through which an impeded person gains the normal respect to which any person is entitled.

16 what is the most critical aspect of reviewing client service?

 

Ø  They need to be sure about it that their staff is properly trained.

Ø  Understand customer needs and empathize with their needs.

Ø  A way of talking is needed in all aspects of the business but it is necessary when it comes to customer service.

Ø  Professionalism is necessary in every industry and business.

 

 

17.What steps are involved in completing reporting requirements?

 

Reporting requirements mean any applicable rules, laws, instruments, orders or instructions and any requirement of an administrative or supervisory organization that mandate reporting

position transaction and similar information.

 

Before you hand in your written assessment, make sure that you:

  1. Re-check your answers and make sure you are happy with your responses
  2. Have written your Name, Student ID and Date and signed it

 

Assessor’s Judgement:

Result:  Satisfactory   /   Not Yet Satisfactory

Comments:

 

Assessor:  I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.Name: _______________________________

Signature: ____________________________

Date: ____/_____/_____

 

References

Amisi, M. M., Awal, M. S., Pabari, M., & Bedu-Addo, D. (2021). How relationship and dialogue facilitate evidence use: Lessons from African countries. African Evaluation Journal9(1), 9.

 

Ataseven, C., Nair, A., & Ferguson, M. (2018). An examination of the relationship between intellectual capital and supply chain integration in humanitarian aid organizations: a survey‐based investigation of food banks. Decision Sciences49(5), 827-862.

 

Avortri, G. S., Nabukalu, J. B., & Nabyonga-Orem, J. (2019). Supportive supervision to improve service delivery in low-income countries: is there a conceptual problem or a strategy problem?. BMJ global health4(Suppl 9), e001151.

 

Fairchild, A., Hill, J., Alhumaid, M., Rau, A., Ghosh, S., Le, A., & Watanabe, S. M. (2022). Palliative radiotherapy delivery by a dedicated multidisciplinary team facilitates early integration of Palliative Care: A secondary analysis of routinely collected health data. Journal of Medical Imaging and Radiation Sciences.

 

Goodhew, M., Stein-Parbury, J., & Dawson, A. (2018). Consumer participation in drug treatment: a systematic review. Drugs and Alcohol Today.

 

Palmer, V. J., Weavell, W., Callander, R., Piper, D., Richard, L., Maher, L., … & Robert, G. (2019). The Participatory Zeitgeist: an explanatory theoretical model of change in an era of coproduction and codesign in healthcare improvement. Medical humanities45(3), 247-257.

 

Smętkowska, M., & Mrugalska, B. (2018). Using Six Sigma DMAIC to improve the quality of the production process: a case study. Procedia-Social and Behavioral Sciences238, 590-596.

 

Stogiannos, N., Carlier, S., Harvey-Lloyd, J. M., Brammer, A., Nugent, B., Cleaver, K., … & Malamateniou, C. (2021). A systematic review of person-centred adjustments to facilitate magnetic resonance imaging for autistic patients without the use of sedation or anaesthesia. Autism, 13623613211065542

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