C.McM1A

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Australian College of Applied Psychology *

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CHC42015

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Communications

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Feb 20, 2024

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docx

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Cover Sheet Criteria Unit code, name and release number CHCCOM001 Provide first point of contact Release 1 Qualification/Course code, name and release number CHC42015 Certificate IV in Community Services Release 2 Student details Student number Student name Assessment Declaration  This assessment is my original work and no part of it has been copied from any other source except where due acknowledgement is made.  No part of this assessment has been written for me by any other person except where such collaboration has been authorised by the assessor concerned.  I understand that plagiarism is the presentation of the work, idea or creation of another person as though it is your own. Plagiarism occurs when the origin of the material used is not appropriately cited. No part of this assessment is plagiarised. Student signature and date NOTE: Make sure you have written your name at the bottom of each page of your submission before attaching the cover sheet and submitting to your assessor for marking CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version Signature:

Assessment Part A – Role Play & Written Health Well-being & Community Services Community Services – Gosford/Wyong Student Name Training Package National Code CHC42015 Qualification Name Certificate IV in Community Services Unit Code CHCCOM001 Unit Name Provide first point of contact Please note that TAFE NSW is required to retain copies of all completed assessments, where practical, for a period of 3 years (or in accordance with regulatory/licencing requirements) after the completion of a student’s studies. Summary of Assessment Tasks – This assessment has 2 parts – Part A and Part B Part A–One (1) Role Play - 10 mins and Two (2) Written Case Scenarios - 250 wds each. Task - Satisfactory Unsatisfactory Assessor’s Comments 1.Introduce yourself appropriately □x □ Clearly addressed introduction within both 250 word case scenarios 2.Use active listening skills □x □ Clearly addressed active listening skills within both 250 word case scenarios 3.Use appropriate non- verbal body language □x □ Ability to address appropriate non- verbal body language 4.Use appropriate responding skills (paraphrasing, reflecting, clarifying) □x □ Clearly addressed appropriate responding skills (paraphrasing, reflecting, clarifying) 5.Communicate in a courteous and respectful manner □x □ Clearly addressed communication in a courteous and respectful manner 6.Use open and closed questions □x □ Clearly addressed the use of open an closed questions. 7.Encourage self -expression and support the client’s feelings □x □ Clearly addressed Encouragement of self - expression and support the client’s feelings 8.Collect and document relevant information □x □ Clearly addressed document relevant information 9.Provide relevant information □x □ Additional relevant information provided. CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 2 of 10

Assessment Part A – Role Play & Written Assessor Feedback Assessor Feedback A clear and concise, systematic approach to the planning of meeting with clients from scenario’s. Print Name: Signature: Date: Student acknowledgement of assessment outcome Student Feedback Please sign and date to acknowledge that you have received results and feedback on your assessment. You have the opportunity to provide feedback to your Assessor in the space below. Student’s Comments: Would you like to make any comments about this assessment? Signed: Date: Assessment Instructions – Part A Direct Observation The assessment of competence for this unit will be based on satisfactory performance for the assessment tasks for this unit. The assessment tasks will be conducted at your TAFE campus or simulated environment/workplace. You must satisfactorily demonstrate the following tasks: 1. Greet and observe people 2. Follow organisational procedures to collect routine client information 3. Identify priority of need 4. Provide service information CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 3 of 10

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Assessment Part A – Role Play & Written Assessment Instructions – Part A Instructions for Assessment Task You have a new job at a community service organization and you have been asked to spend the day at the front desk. During the morning a number of people come through the door seeking assistance or information. Choose a partner from your class to play the role of your client for your role play assessment. The following situation is the basis for the Role Play: • A very distressed mother of 3 children under 5 years who needs help to access child care as she is overwhelmed with parenting responsibilities. The following situations are the basis for the two (2) Written Case scenarios : (250 words each) • A man needing accommodation who is demonstrating aggressive behaviour about being told he has to leave his current rental accommodation at the end of the week. • A young person with a cognitive impairment wanting to get information about safe sex. You are not required to solve the problem, but to listen carefully and work out what kind of assistance will be required in each of these scenarios. Assessment Criteria 1.Introduce yourself appropriately 2.Use active listening skills 3.Use appropriate non-verbal body language 4.Use appropriate responding skills (paraphrasing, reflecting, and clarifying) 5.Use open and closed questions 6.Communicate in a courteous and respectful manner 7.Encourage self-expression and support the client’s feelings 8.Collect and document relevant information to client’s needs 9.Provide relevant information During the role play and in the written case scenarios, students must be able to demonstrate the skills outlined in all tasks listed. At the end of the assessments, if a student has not demonstrated all tasks to a satisfactory level the teacher will use ‘questioning’ to clarify gaps in knowledge and performance areas. If still unsatisfactory student will be requested to attend another interview time to attempt one re-submit of the assessment event. Due Date/Time Allowed CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 4 of 10

Assessment Part A – Role Play & Written Assessment Instructions – Part A What do I need to do to achieve a satisfactory result? All tasks must be performed correctly to be deemed satisfactory for this assessment activity. See “Instructions for Assessment Task” above for assessment criteria. Student must provide Satisfactory role play addressing all assessment criteria Satisfactory written case scenarios addressing all assessment criteria Assessor must provide Safe & suitable environment for completion of role play Case scenarios. Case Scenario 1 – A man needing accommodation who is demonstrating aggressive behaviour about being told he has to leave his current rental accommodation at the end of the week. I would first greet the man the same as I would anyone who walks through the doors and introduce myself and the place of business. Asking what I could help him with today whilst offering him a beverage. As he is aggressive and if there happened to be other people around in the main foyer, I would ask him to follow me to an office, but I would make sure to position myself close to the door for a quick exit if needed. I would offer him a seat and talk in a calm, smooth tone as this helps trying to de-escalate a stressful situation. I would show that I am genuinely willing to hear him out by use of open- ended questions and empathizing with him. “I can only imagine how you must be feeling, you must be going through quite a stressful time. Is there a way you think we could resolve the issue with your current accommodation?” My body language will help build a rapport with the client, the use of matching and mirroring techniques will help him feel more at ease and perhaps open to talking things out more. Remaining calm myself, being non-judgemental, acknowledge what he is saying via active listening. I would inform him of the services that are out there and available to him on the Central Coast regarding accommodation. Coast Shelter has several refuges that may have availabilities for him. Link 2 Home is another that may be able to organize emergency accommodation for him. I would also offer to advocate for him by contacting these services in his stead to set up an appointment to show that I am here to help him. Case Scenario 2 – A young person with a cognitive impairment wanting to get information about safe sex. I would first greet the young person the same as I would anyone who walks through the doors and introduce myself and the place of business. Asking what I could help them with today whilst offering them a beverage. With young people it’s essential building rapport to help make them feel more comfortable, relax and more inclined to engage with you. A few ways going about this would be by asking what they like to do in their spare time, favourite music / sports etc. to show that I’m interested in them. Considering their cognitive impairment, I would be sure to communicate in a calm, clear tone of voice but be mindful to not come across as condescending or patronizing. I would explain the step by step referral process and make sure they understand. I would also explain confidentiality and privacy to them but also make them aware of my duty of care and reporting requirements regarding young people and if they were to disclose any information about them being sexually active (dependant on their age if under age of 16 it is important this is documented.) I would inform them of the youth services that are available that I could refer them to. Regional Youth Support Services (RYSS) and Headspace. Both services would provide them with a youth worker who would then be able to organize appointments and sexual health clinics for more information and education about safe sex. CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 5 of 10

Assessment Part A – Role Play & Written CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 6 of 10

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Cover Sheet Criteria Unit code, name and release number CHCCOM001 Provide first point of contact Release 1 Qualification/Course code, name and release number CHC42015 Certificate IV in Community Services Release 2 Student details Student number Student name Assessment Declaration  This assessment is my original work and no part of it has been copied from any other source except where due acknowledgement is made.  No part of this assessment has been written for me by any other person except where such collaboration has been authorised by the assessor concerned.  I understand that plagiarism is the presentation of the work, idea or creation of another person as though it is your own. Plagiarism occurs when the origin of the material used is not appropriately cited. No part of this assessment is plagiarised. Student signature and date NOTE: Make sure you have written your name at the bottom of each page of your submission before attaching the cover sheet and submitting to your assessor for marking. CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 7 of 10 Signature:

Assessment Part B – Written Reflection of Role Play in Part A Health Well-being & Community Services Community Services – Gosford/Wyong Student Name Training Package National Code CHC42015 Qualification Name Certificate IV in Community Services Unit Code CHCCOM001 Unit Name Provide first point of contact Please note that TAFE NSW is required to retain copies of all completed assessments, where practical, for a period of 3 years (or in accordance with regulatory/licencing requirements) after the completion of a student’s studies. Summary of Assessment Tasks Assessment Part B – Written Reflection of role play in Part A Task Satisfactory Unsatisfactory Assessor’s Comments 1.Reflected on how effectively you demonstrated the skills of communication □ □ 2.Identified areas for improvement. □ □ Summary of Assessment Events (insert assessment events as listed on the Student Assessment Guide) Task Satisfactory Unsatisfactory Assessment A – Role Play & Written ☐ ☐ Assessment B – Written – reflection of Part A Role Play ☐ ☐ Final Result – CHCCOM001 Competency NOT Achieved Competency Achieved ☐ Date: ☐ Date: CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 8 of 10

Assessment Part B – Written Reflection of Role Play in Part A Assessor Feedback Assessors Feedback Assessor’s Comments: Print Name: Signature: Date: Student acknowledgement of assessment outcome Student Feedback Please sign and date to acknowledge that you have received results and feedback on your assessment. You have the opportunity to provide feedback to your Assessor in the space below. Student’s Comments: Would you like to make any comments about this assessment? Signed: Date: Assessment Instructions Type of Assessment Written reflection of the role plays in Part A of this assessment. Approximately 200 words CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 9 of 10

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Assessment Part B – Written Reflection of Role Play in Part A Instructions for Written Assessment Task After you have conducted your role play write a formal report of how you used your skills. (Approximately 200 words) You should get feedback from the other class members and from your teacher before you write the report. How well did you: • use active listening • Use appropriate body language • Use responding skills (paraphrasing, clarifying, and reflecting) • Ask open and closed questions appropriately? • Use courtesy and respect in your interactions with the client • Collect information relevant to client’s presenting issues • Present information relevant to the client’s issues • What particular skills do you consider you need to improve? What do I need to do to achieve a satisfactory result? All questions must be answered correctly to be deemed satisfactory in this assessment task. See “Instructions for Written Assessment Task” above for details Due date/time allowed In my role play I showed that I used active listening skills well by making the client feel welcome and being present in the moment. I nodded and reassured the client often to keep them engaged and feeling heard. I believe I used appropriate body language by using lots of positive and nonverbal body language such as smiling when appropriate, nodding and open hands. When it came to using responding skills I listened carefully to the client and paraphrased very well by saying things such as “what I can hear you saying is…”. I also responded to the client in a respectful and non-judgemental manner, this was a sensitive time for the client and was in the fore front of my mind to ensure they were comfortable and I was present. I collected information on the client’s support network, however I feel I could have asked more questions regarding the children and set a date and time for next appointment which I forgot to do. Overall, I believe I did well. CHCCOM001 RTO Provider Number 90003 | CRICOS Provider Code: 00591E Version 2 January 2017 Page 10 of 10

C.McM1A

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