Develop and Implement Service Programs: Assessment Questions

RTO Code 21837 ASSESSMENT WRITTEN ASSIGNMENT – QUESTIONS CHCCCS007 Develop and implement service programs

VERSION CONTROL Date Summary of amendments 8 August 2016 First authorised version 7 March 2020 Update to assessment based on Trainer Feedback 2 April 2020 Update to assessment instructions, no changes to actual assessment 20 April 2021 New Student declaration and update to information submission 28 October 2021 Updated Student Declaration COMMONWEALTH OF AUSTRALIA Copyright Regulation 1969 WARNING This material has been copied and communicated to you by (or on behalf) of Partners in Training Australia Pty Ltd pursuant to Part VB of the Copyright Act 1968 ( the Act ). The material in this communication may be subject to copyright under the Act. Any further copying or communication of this material may breach copyright protection under the Act. Do not remove this notice

Unit co de & title: CHCCCS007 - Develop and implement service programs Assessment task: Questions TO BE COMPLETED BY STUDENT Student name ANTHONY JURY Course ID FRE2023ST#11 Please read carefully before submitting your assessment task(s). It may cause a DELAY in processing your work if you do not follow instructions. How to submit your assessment physically: 1. Make your declaration by ticking ALL boxes under the “ Student Declaration “ section below 2. Write your full name in the Student name box above, along with your Course ID 3. Write your signature in the “ Student Signature ” box below 4. Write the Date below as date of physical submission to PTA 5. Submit your assessment via your Trainer, Trainer Coordinator, or campus reception How to submit your assessment electronically: 1. Make your declaration by ticking ALL boxes under the “ Student declaration ” section. 2. Type your full name in the “ Student Signature ” box. 3. Type the Date below as date of submission (same date of email) 4. You MUST email the completed assessment to your trainer’s PTA from the email address you provided in your enrolment form . Please contact your Training Coordinator if you would like to update your email address. 5. You MUST include the completed assessment and ALL necessary supporting evidence (if applicable) in one email. 6. Email Subject line should include at least Unit Code, Assessment Tool & your Full Name . e.g. CHCDIV001 – Project – Mary Smith Your trainer will provide feedback on your assessment task(s) within 30 calendar days of your submission . Please check with your trainer if you do not hear back from them. Fail to follow the above instructions will cause delays. Student declaration ☒ I have been advised of the assessment requirements, and I have been made aware of my rights and responsibilities as an assessment candidate, and I choose to be assessed at this time. ☒ This assessment is my own work except where I have made reference to others work. I am aware that a false declaration may lead to the withdrawal of the qualification or statement of attainment. ☒ I understand it is my responsibility to keep a copy of my work submitted for this task as it will not be returned to me. Student signature Click or tap here to enter text. Date Click or tap here to enter text.

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TO BE COMPLETED BY PTA ASSESSOR Please read carefully before marking assessment task(s). It may cause a DELAY in processing student’s work if you do not follow instructions. When the assessment has been submitted physically: 1. Make your declaration by ticking the box under the “ Assessor Declaration “ section below 2. Write your full name in the Assessor name box below 3. Write your signature in the “ Assessor signature ” box below 4. Write the Date below as date of marking the assessment (within 30 days of student’s submission date) When the assessment has been submitted electronically: 1. Make your declaration by ticking the box under the “ Assessor Declaration “ section below 2. Type your full name in the Assessor name box below 3. Type your signature in the “ Assessor signature ” box below 4. Type the Date below as date of marking the assessment (within 30 days of student’s submission date) 5. You MUST email the marked assessment from your PTA email address. 6. You MUST include the marked assessment, other necessary supporting evidence (if applicable) and the student’s ORIGINAL submission email in one email. You should provide feedback on the assessment task to your student. Assessor declaration ☒ I have reviewed every answer in this assessment task before making the assessment decision. Satisfactory Not Satisfactory Resubmit Not Satisfactory Final ☐ ☐ ☐ Assessor name: Click or tap here to enter text. Assessor signature: Click or tap here to enter text. Date: Click or tap here to enter text. Feedback to student: Click or tap here to enter text. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 4 of 27

QUESTION INSTRUCTIONS Instructions:  The purpose of this written assessment is to evaluate your knowledge and skills in developing and implementing service programs.  To achieve competency in this assessment, you must answer all the questions below satisfactorily.  This assessment takes approximately 5 hours to complete  Read the questions thoroughly.  Present answers in a clear and orderly manner.  Ensure that your answers are in your own words and your own work. Do not cheat or plagiarise the work of others.  Most questions can be answered with information from the Student Unit Guide and classroom notes. Cite any additional reference materials you use.  Ask your Trainer/Assessor to clarify any part of the assessment.  Once completed, submit to your Trainer/Assessor on or before the due date Submission:  Type your answers in the spaces provided. Answer in complete sentences.  Ensure each question is answered.  Save your document and name it with - your first name in full plus the first initial of your surname, followed by underscore, unit code, underscore, type of assessment . For example:  RanaK_BSBFIM601_project  Once complete, submit your assessment to your Trainer/Assessor, on or before the due date, complete with cover sheet. Keep a copy for your records. Resources:  CHCCCS007 Student Unit Guide and classroom notes.  Any academic resources you would like to use (textbooks, for example).  Internet access for scholarly articles (google scholar – don’t use Wikipedia); and  Computer access. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 5 of 27

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Questions 1. What are the benefits of developing a plan for consumer participation and engagement? List people you will involve when developing the plan and the ways you help encourage or facilitate engagement. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 6 of 27

Questions Answer It allows you to involve consumers and the people you are targeting from the very start of the process. It encourages trust in the process and support not only in the plan but the actions going forward. A well made plan will provide a path for conducting accurate work. Planning ahead will save time and effort. It will give individuals the opportunity to speak their opinions, hopes and fears about the decisions and service providers. WHO TO INVOLVE: Those experiencing needs your service will be addressing. People who will be implementing your service Health and human service providers People with influence People who will be directly involved in your program Local community. . 2. What should you consider when investigating the needs of individuals? List influences that can impact on the needs of individuals. Consider what values you should adopt and what legislation should you follow. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 7 of 27

Questions Answer In order to investigate the needs of the individuals, you should also take in to account their rights, community requirements and any organisational and legislative requirements. These differ on your state. They may include Individual rights such as: The right to vote, Protection against acquisition of property on unjust terms The right to trial by jury, Freedom of religion Prohibition of discrimination on the basis of state residency Influences of the needs include: The cultures, concerns, beliefs and aspirations of that person Cultural, community attitudes on appropriate roles, relationships and approaches of the worker Impact of cultural and community attitudes Differences in values and attributes Social movements Personal values, family or community Individual Values: You need to adopt the following values: Equality, dignity and freedom for everyone Freedom of speech and association Religious freedom, Equal opportunities Peace, Tolerance, Compassion, Equal treatment. Legislation which may impact include: Age discrimination Act 1991 Child Care Act 2002 Child protection act 1999 Disability Services Act 1986 Disability discrimination /Act 1992 Domestic and Family violence protection Act 1989 Family assistance laws 2006 Sexual discrimination act 1984 Racial discrimination act 1975. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 8 of 27

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Questions 3. What possible barriers are there to consumer participation? Describe how to analyse and overcome a potential barrier. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 9 of 27

Questions Answer Barriers include: When problems are not defined clearly, When little is known about service problems When people do not wish to engage with you, A lack of communication When people are jumping to conclusions or trying to finish things too early. Describe how to analyse: Justify the choice of the problem - Why have you chosen the process as a problem, Is it a serious or minor issue? All 7 Dot Points, describe at least three of them. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 10 of 27

Questions 4. What is monitoring, and what should be considered when monitoring? List how to collect/ receive client feedback. Answer Monitoring is an assessment that continues to provide stakeholders with early detailed information on an Assessment of how the work is performing. Things to consider when monitoring include: What am I monitroing, How will I judge the monitoring? What criteria am I using? How would I decide if adjustments need to be made? What evidence will indicate a good performance? What information has the monitoring provided and how can I use it? How to collect / receive feedback: Surveys, suggestion boxes, spaces for comments on websites Face to face communication / interviews. 5. Why might you need to consult and collaborate with other services? List these services and describe when you might be required to refer someone. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 11 of 27

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Questions Answer In order to achieve the most benefit from working with individuals, it is beneficial to identify suitable organisations and services to be able to help you.. You will need to clarify their role or potential role and approach in working with the consumer to maximise potential outcome. In contrast highly complicated and aggregated service deliveries require formal procedures to ensure agencies help each other. Some relevant agencies may include: Health Care providers, Charities, Law enforcement agencies, Security agencies, Catering companies and other service providers. These organisations are also affected by the same economic, social, political, environmental and other factors that affect the individuals, client groups and communities they are part of. 6. What things should be considered when evaluating service delivery? List potential issues/ conflicts. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 12 of 27

Questions Answer When evaluating delivery, services will be governed by protocols which are unique to that service The protocols vary according to the nature of the service and the community it is working within. You may evaluate to ensure the following are covered: Funding, Legal and regulatory requirements, Access and equity considerations, Ethical considerations, Aims, goals and mission statements, Information about the service, Guidelines for the service delivery, and Feedback and resources. 7. What are stakeholders and what is the difference between internal and external stakeholders? Identify and list:  potential stakeholders and state if they are internal or external  methods that you can use to facilitate input from stakeholders CHCCCS007_Written Assessment_Questions_28 October 2021 Page 13 of 27

Questions Answer Stakeholders are people / organisations with a vested interest of your company. Internal stakeholders are people within the organisation such as: employees, managers, Staff. External Stakeholders include: Those serviced by the organisation, Local community, 'Standards agencies Anyone affected by the work. 8. What are the potential benefits of involving people in management processes? Describe how you might involve people in the management processes for your program. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 14 of 27

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Questions Answer Benefits of involving people in the management process include: Resulting in more effective collaboration and partnerships, More knowledge sharing and collaboration, Encourages the discussion of achievable, aligned goals, and Helps to show transparency in management process. 9. What individual rights and other needs or preferences should you consider in the planning process? Describe what is the duty of care based on and list internal and external services. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 15 of 27

Questions Answer During the planning process, the following are the rights and needs of the client which should be considered: Freedom of association, Friendship, The right to receive quality service The right to refuse service, Legal rights including: The rights of common law, Rights outlined under relevant outcome standards, Rights under the constitution, and Rights under legislation. Individual differences including: The cultures, concerns, beliefs and aspirations of that person, Cultural or community attitudes, Social and individual attitiudes, Physical and mental attitudes, Personal values, family and community, and Personal experience.. You have the Duty of care to ensure a safe environment for the client. You may want to empower the client to have them make decisions for themselves and help give them some independence. Duty of care is written legally into the workplace health and safety act 1995. It is the moral duty to anticipate possible hazards and causes of injury and do everything reasonably practicable to prevent / remove / minimise these causes. 10. What are the benefits of assessing resource requirements? Briefly describe when you should assess resource requirements. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 16 of 27

Questions Answer It will assist you to gain a better knowledge of the individuals within a community. Each community has its own needs and resources as well as its own experiences. Knowing the resource requirements can make decisions about priorities for program improvement Determining needs and resources before starting a program means that have a better idea of what to expect and how to deal with it, and be less likely to have any unpleasant surprise. You should assess resource requirements should be done regularly throughout stages of the program as well as: During the development of the program, During the implementation of the program to ensure that you are aware of the situation, not just a t the beginning and end of the project. On a routine basis - During the monitoring and evaluation either during or after a specific activity. What are the implications for the future? Modifying the program is the process of making your work more effective by using information and feedback collected from your assessment. Depending what you have found, you may consider: Increase or strengthen your program in certain areas or with a particular groups Change or eliminate elements of the program that didn’t work well, and Adjust your program to changing conditions or needs. 11. What are the benefits of support systems and procedures? List what should be considered in the creation of a support system, policy or procedure. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 17 of 27

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Questions Answer Pg 27 12. What principles or mechanisms should be involved in service evaluation? List question you may ask yourself prior to performing an evaluation. Answer Pg 28 13. In what way can you document priorities and responsibilities? List how you should communicate this to staff and stakeholders. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 18 of 27

Questions Answer Pg 29 14. What are the benefits of communicating with stakeholders and by what methods can you do this? Answer Pg 30 15. What should be included in employee training? Briefly describe questions new staff should ask while they are working. Answer Pg 31 16. Write guidelines for how monitoring should be performed and what should be considered. What questions should you ask when monitoring? CHCCCS007_Written Assessment_Questions_28 October 2021 Page 19 of 27

Questions Answer Pg 32 / 33 17. List reasons for implementing user feedback. Name methods to gather user feedback. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 20 of 27

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Questions Answer Reasons for user feedback include: Determining levels of behaviours you wish to change Find out and focus on the impact of your ability to update and service delivery, Keeping users engagement and supports the aims of the programme. Methods to obtain feedback include: Surveys - Are a simple and effective method for gathering feedback, Interviews (Ask about habits etc.), and Regular meetings to ensure that stakeholders are aware with their roles in the project. Stakeholders are also able to hear the thoughts and perspectives of the other people who may or may not be in agreeance. 18. How can you check if service delivery is effective? List common problems in addressing the needs of service users. Briefly describe the purpose of maintaining relevant program and service delivery documentation. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 21 of 27

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Questions Answer Pg 36/37 19. What are the benefits of program assessment? List considerations. Answer Pg 37 20. What would be the most appropriate method to gather feedback for your program? Why? Briefly describe what you should consider before you seek and evaluate feedback. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 22 of 27

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Questions Answer Pg 40 21. What should you look at from assessment results? List changes you would consider making to benefit this process. Answer Pg 41 / 42 22. Briefly describe resources and training you have, and how you used these skills to evaluate and utilise the development of your program. What potential issues/barriers did you encounter and how did you overcome them? CHCCCS007_Written Assessment_Questions_28 October 2021 Page 23 of 27

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Questions Answer Resources utilised for training included the new program initiated by HR to develop the workforce in Aged care. The program is a constantly changing primarily from the feedback obtained from surveys and interviews with both patients as well as staff on the floor with the patients who see how the implementation is working in comparison with the old system. These skills were utilised to check the criteria and the following was asked along the way to improve the system: What are we seeing? E.g. amount and kind of activities implemented and results shown - increases and decreases, trends What does it mean? E.g. what effect did the program have? What are the implications for the future? Do the results suggest that the program should be sustained, changed, stopped What changes should be made? Modifying the program is the process of making your work more effective by using information and feedback collected from your assessment. Depending what you have found, you may consider: Increase or strengthen your program in certain areas or with a particular groups Change or eliminate elements of the program that didn’t work well, and Adjust your program to changing conditions or needs. 23. What legislation did you consider and comply with? List the support frameworks and other organisations you worked with and briefly describe how you worked with each one. CHCCCS007_Written Assessment_Questions_28 October 2021 Page 24 of 27

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Questions Answer Age discrimination Act 1991 Child Care Act 2002 Child protection act 1999 Disability Services Act 1986 Disability discrimination /Act 1992 Domestic and Family violence protection Act 1989 Family assistance laws 2006 Sexual discrimination act 1984 Racial discrimination act 1975 I worked in conjunction with the local aboriginal community as well as the local aged care facility. Support framework included Meals on wheels, Aboriginal and Torres Strait Islander advocacy service. I worked in collaboration with the groups in delivering assistance to the aged indigenous community CHCCCS007_Written Assessment_Questions_28 October 2021 Page 25 of 27

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CHCCCS007Questions_28Oct2021 (S)[2305843009215105000]

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