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3 Assessment Instructions All of the information that you need to complete your assessment tasks are included in your Study Guide and associated Readings. Before attempting to complete this Assessment Book you must read through all of the information supplied to you in the Study Guide and Readings for this unit. You are required to complete all assessment questions successfully in order to be deemed competent in this unit. This Assessment Book is designed to assess your knowledge. Copying sentences and blocks of text directly from your Study Guide, Readings, or other documents does not demonstrate your understanding of the topic. Neither does copying the work of another student. Such practices are regarded as plagiarism and will not be tolerated. (Please see your Student Handbook for further information regarding Plagiarism). A guideline for the number of words required for a response is included to give you an idea of the depth of information that is required to successfully answer the question. If you are well under the approximate number of words you may need to ask yourself whether you have been too superficial in your response. If you are well over the word limit, then you may need to ask yourself whether you have included irrelevant information or repeated yourself unnecessarily. If you do not understand what is required for you to complete an assessment, please contact an Education Adviser. Important Note: When an assessment item asks you to write what you would say to a client, this means that you need to write, word for word, what you could say to the client if you were in session. These items assess your ability to generate appropriate responses and demonstrate important skills in the counselling context. As such, it is not acceptable to write out the topics you would cover. Rather, you need to imagine that you are in the session with the client and write out how you would verbally respond in the scenario. We have provided an example to indicate how you should approach this type of assessment item. Assessment Item: Karen has come to counselling after the end of a long-term friendship. Karen has been struggling to make sense of how the friendship ended and is also wondering why she is in so much pain. She says that she is as hurt by this friendship ending as she has been by the worst break-ups she has been through, and she worries she is over-reacting or having a ‘mental breakdown’. What would you say to Karen to normalise this experience? (Your response should be approximately 70 words.) Response: “Karen, although we don’t often see the pain of friendship loss represented in television shows or movie or pop songs, and we only seem to talk about relationship loss in terms of romantic relationships, the loss of a friendship can be just as significant. The loss of an important friendship brings on grief, just the way the loss of any other kind of important relationship does.”

Questions to resubmit (if first submission is not yet competent) 6 Assessment Summary Please find below the results of your first submission (this will be completed by your assessor after your Assessment Book has been submitted) Result Date Assessed Assessor Name Assessor Initials Students, please note: A Not Yet Competent (NYC) result does not mean that you have to redo the whole unit. In the box above, the marker has identified exactly which questions you need to resubmit. Feedback is provided (in a comment box) beside your current answer. All resubmissions have to be completed at the end of this marked book. To make a resubmission, Step 1: Go right to the end of this Assessment Book to the “Resubmission Page”. Please do not change your original answers. Your marker will need to look at your original answer and your resubmitted answer. Step 2: Write the question number and then enter your answers into the Resubmission Box. The box will expand as you enter text. Step 3: Make sure that you have answered all of the questions that you have been asked to resubmit. Step 4: Resubmit this assessment book for marking via the student portal. All the best! Please find below the results of your resubmission (this will be completed by your assessor after your Assessment Book has been resubmitted) Resubmission Result Date Assessed Assessor Name Assessor Initials

9 a) Mandatory reporting laws b) Guardianship, trustee and administration acts c) Mental health legislation d) Child protection laws e) Home and community care standards f) Clients with statutory limitations imposed upon them 1.4 Case managers must have a good understanding of the resources available in their local area. This includes both the services available within their own agency/organisation as well as those offered by other service providers. Outline two (2) strategies that a case manager might use to identify services available in their area. (Your response should be approximately 30 words) 1.5 Understanding and applying behaviour change models such as the stages of change model can assist case managers to make the necessary adjustments to their approach in order to better engage reluctant clients. Complete the table below by providing a brief description of each of the stages of change and at least one approach you might take as a case manager when working with a client in that stage. The first stage has been completed for you to give you an idea about the level of depth required in your response. Hint: see page 22 of the Study Guide. (Each response should be approximately 40 words). Stage of Change Description Approach Pre- contemplation People in this stage are not thinking about making a change or might not see a need for change. They may also have been unsuccessful in making changes in the past. Case managers working with clients in the pre- contemplation stage should listen to the client, explore obstacles the client sees, non- judgmentally express their concerns, and invite feedback. i) Contemplation ii) Developing a plan

12 a) Culturally and/or linguistically diverse clients:

15 Risks and Responsibilities Relating to Duty of Care 1.13 Case managers must possess a solid understanding of their duty of care responsibilities, particularly when working with clients who may face risk issues. Complete the table below by providing a brief description of the following risks/concerns and responsibilities of a case manager in managing these issues. (Your total response should be approximately 120 words) Concerns Description of Risk/Concern Responsibilities a) Child protection b) Domestic violence c) Suicide d) Elder abuse e) Persons with disabilities Key Approaches to Case Management 1.14 There are four evidence-based best practice approaches to case management that case managers should be familiar with: strengths- based, rights-based, person-centred, and needs-based. Complete the table below by providing a brief description of each of the four approaches. (Each response should be approximately 80 words) Approaches to Case Management Description of Approach a) Strengths- based approach b) Rights- based approach c) Person- centred approach D) Needs- based approach 1.15 In each of the following scenarios, identify how you would implement the suggested approach. (Each response should be approximately 75 words) a) Imagine that you are a case manager working with Mary. Mary is a 25- year-old woman who has come to your organisation for support with

18 Integrating your knowledge The following questions require you to draw upon all of the knowledge and skills you have learned throughout this section of the Study Guide. 1.17 Beth is a newly graduated case manager working for a busy community services organisation. Beth’s organisation employs an intake officer who collects some basic client information to pass onto the case manager prior to the initial appointment. The intake officer collected the following information about Beth’s new client, Joy:  Joy is a 32-year-old single mother with three sons aged 8, 6, and 4.  Joy works part-time as a cashier in a supermarket but her work hours were cut back six months ago and she has been having significant financial problems since.  Joy is behind in her rent and is growing concerned that she may soon get evicted.  Joy contacted the organisation for assistance in finding an affordable rental home.  Joy also reported that her eldest son has been behaving “badly” and that she needs some help to manage his behaviour. Joy mentioned that sometimes his behavior gets so bad that she has to “thump him back into line”.  Joy said that she is originally from Papua New Guinea and, while she has lived in Australia for 10 years, she has no other family here and is struggling to manage her son’s behaviour as he grows up. Particularly, her son’s behaviours became worse after Joy came out as a lesbian. After reviewing the intake information, Beth concludes that Joy simply needs a second job. Beth reasons that if Joy earns more money, she will be able to pay the rent. This would relieve the stress and tension in the household, which should, in turn, also resolve the eldest child’s behavioural problems. As such, when Joy arrives for her appointment Beth immediately tells Joy that she will refer her to her local employment support agency and that they will help her find a second job. Beth then advises that she will also make Joy an appointment with one of the financial counsellors employed with the organisation who will be able to help Joy “better manage her finances”. a) Briefly outline two (2) things that Beth did during this appointment that were inappropriate based upon her role and responsibilities as a case manager. (Your response should be approximately 75 words) b) Imagine that, instead of Beth, you were assigned to work with Joy. Briefly outline what you would do during your initial appointment in order to effectively work with Joy and ensure her participation in the goal-setting and case management process. (Your response should be

21 CHCCSM005 & CHCCCS015 Assessment Book Part A Section 1 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

22 PART A Section 2 DEVELOPING A CASE MANAGEMENT PLAN Collaborative Assessment & Planning 2.1 Imagine that you are working as a case manager in a local organisation that specialises in providing social supports and activities for elderly clients. You are conducting an initial assessment interview with a 78-year- old client, Martha. Martha has been brought into your organisation by her daughter, Andrea. Martha currently lives alone, but Andrea visits her every other day, takes her shopping for food every week, and transports her to and from medical check-ups every few months. However, Andrea has recently taken a new job that requires her to relocate interstate and she will no longer be available to assist her mother with her day-to-day needs. Andrea would like Martha to move into a retirement community, but Martha is vehemently opposed to the idea. Martha states that she will not leave her home as she is proud of being capable to live independently, and endeavour to do so for as long as she can. Martha is very upset by her daughter’s decision to move. There is no other family in the local area and Martha says that she feels abandoned. Andrea reports that Martha seems to have become very withdrawn and depressed over the last few days. Andrea is concerned for her mother’s welfare and wants your organisation to help arrange for transport for shopping and medical check-ups as well as assisting Martha to engage in social activities and connections. a) Based on the information Martha and Andrea have provided, identify one (1) area of strength for Martha and explain how you intend to explore this with her in the assessment process. (Your response should be approximately 70 words) b) You also want to find out more about Martha’s abilities and interests that may be helpful for determining possible options for improving social activities and connections. Write down what you would say or ask Martha. (Hint: see Reading D for examples of strength- based questions) (Your response should be approximately 15 words) c) Based on the information retrieved during assessment, identify Martha’s immediate, short and long-term needs. (Your response should be approximately 30 words) i) Martha’s immediate needs ii) Martha’s short- term needs iii) Martha’s long- term needs

23 d) Consider Andrea’s needs. What needs might Andrea have that should be integrated into

24 the case management plan? (Your response should be approximately 30 words) e) Imagine that your organisation does not provide counselling or psychological services. You have identified the following service providers that your organisation often refers clients to:  Relate Well – 5 mins drive away from Marth’s home. Next available appointment is next week, specialises in family relationships, couple counselling and family mediation.  Community Care – 15 mins drive away from Martha’s home, Next available appointment is in two weeks. They offer generalist counselling service to clients of various age groups.  S. P. Counselling Centre – 30 mins drive away from Martha’s home. Next available appointment is in three days; specialises in depression, anxiety, and eating disorder in children and young adults.  Seniors’ Mental Health Service – 50 mins drive away from Martha’s home. Next available appointment is in three weeks; specialises in supporting senior citizens living with mental health illnesses. With consideration to the experience, workload, and geographical location of these services, determine which is the most appropriate match for Martha and explain your reasoning. (Your response should be approximately 30 words) 2.2 Identify five (5) types of services/professionals that a case manager may refer a client to. (Your response should be approximately 20 words) 2.3 Working collaboratively and using strengths-based approach are important for facilitating goal-setting in case management clients. Briefly describe two other (2) techniques or approaches a case manager could use to facilitate behaviour change. (Your response should be approximately 50 words) Implementation 2.4 What should you do if you are ever uncertain about the type or degree of support you should be providing for your client as part of their case management plan? (Your response should be approximately 10 words)

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26 2.5 Select True or False in relation to the following statements: a) When engaging in direct service provision case managers must still allow the client to ‘be in the driver’s seat’ in order to help the client work towards achieving their goals. True False b) If a case manager is engaging in direct service provision, they no longer need to follow any organisational policies or procedures because they are now working one-on-one with the client. True False c) When engaging in referral and service coordination it is important to seek agreement from the client about what information can be shared with other service providers. True False d) While acting as a service coordinator, it is important for case managers to establish clear arrangements with both the client and other service providers regarding how each service will be involved in the case plan and who will be doing what as part of the plan. True False e) The process of advocacy involves taking over the decision-making process for clients. True False Monitoring and Review 2.6 Briefly explain why it is important for a case manager to establish processes to monitor and review the case management plan. (Your response should be approximately 50 words) Respond to Complex or High-Risk Situations 2.7 Imagine that you are working as a case manager in a mental health support service. Many of the clients attending your service are experiencing complex mental health and associated issues. Imagine that you are working with Gene to develop a case management plan. During your conversation, Gene admits that he has been thinking about suicide lately, and thinks that he might hang himself that night. Outline the steps you may take to respond to this situation. (Your response should be approximately 50 words)

27 Integrating Your Knowledge

28 The following questions require you to draw upon all of the knowledge and skills you have learned throughout Sections 1 and 2 of Part A of this Study Guide. 2.8 Imagine that you are working for the local community centre providing case management support for disadvantaged people in the local community. You have just started working with Amir, a young single man originally from Iran. Amir came to Australia as a refugee approximately 3 years ago but has lived in an immigration detention centre for 2.5 years. Amir was released from detention six months ago when he was granted his permanent residency, meaning that he is free to live, work, and study in Australia. a) Consider what you have learned about diversity considerations on pages 23-24 of your Study Guide. Outline two (2) strategies that you can implement to integrate appropriate cultural considerations when working with Amir. (Your response should be approximately 30 words) b) During your first meeting with Amir he provided the following information:  Since his arrival in Australia, Amir has been trying to learn more advanced English skills, but reports that he is struggling to do so without taking any classes. You provided Amir with information about the weekly English language class at a local neighbourhood centre and he has agreed to contact them to enrol in the next class starting next week.  Amir explained that he is currently unemployed and searching for work. Amir is currently on a Newstart allowance but is not aware of any job support providers. You agreed to contact the local job support provider to schedule a coordinated case meeting. In the meantime, Amir said that he will continue looking for work using job search websites.  Amir reported that he feels isolated in Australia and has a very limited support network. Amir told you that he wanted to connect with the local Persian community but was unsure how to go about doing this. You provided Amir with the contact details for the local Persian society group. Amir explained that he would feel comfortable contacting them directly. Amir also expressed excitement about attending English classes as a way of meeting new friends.  Amir reported that he is currently living with a friend but will not be able to stay there for much longer. When you explained the housing and homelessness services available to him, Amir requested support to visit his local department of housing office to attend a RentConnect appointment. In the meantime, Amir said that he will confirm how long he is able to remain living with his friend. Amir identified that he would like to begin working toward achieving the following goals:  Improve his English skills by attending the weekly English language class at the local neighbourhood centre  Access support from a local job support provider to help find employment.

29  Make new friends and connect with the local Persian community.  Find safe, affordable and appropriate housing. Your next scheduled appointment with Amir is in two weeks. Based on your current

30 workload you will be able to complete your allocated tasks within this time frame. Amir has agreed to complete his initial tasks within the same time frame. Using the information provided, you must complete the case management plan below. Hint: see pages 57-58 of your Study Guide for an example of a case plan in order to understand the depth of information required. Note: You are not required to use all rows – only use as many as you think are necessary to document the case management plan. CASE MANAGEMENT PLAN: Amir Date: XX.XX.XXXX Client need/ problem Agreed goal Actions/by whom/how Target time frame c) Outline one strategy/process you would use to monitor Amir’s case plan. (Your response should be approximately 30 words) d) If any changes or amendments need to be made to the plan, what steps would you take? (Your response should be approximately 75 words) e) Imagine that you contacted Amir two weeks later, and he reports no progress at all. He finds it really challenging to take the steps and is constantly worried about being looked down for his lack of language skills and cultural background. Describe how you might implement motivational interviewing techniques to continue supporting Amir and encourage him to take personal responsibility on his plan. (Hint: see page 48 of the Study Guide). (Your response should be approximately 100 words)

31 CHCCSM005 & CHCCCS015 Assessment Book Part A Section 2 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

32 PART A Section 3 CONDUCTING CASE MANAGEMENT MEETINGS Planning for a Case Management Meeting 3.1 As a case manager, it is often your role to organise and chair case management meetings. Briefly outline the steps you will take in preparation for, during and after a case management meeting. (Your response should be approximately 100 words) 3.2 Before a case management meeting begins, all participants must be clear and agreeable on the purpose and agenda for the meeting. Briefly explain why this is important for the meeting process. (Your response should be approximately 75 words) 3.3 Case managers play an important role in facilitating client participation in case management meeting. a) Imagine that you are still working with Martha in question 2.1. You are about to set up a case management meeting for Martha, Andrea, a carer service, and a social worker who organises community activity for elderly. Outline what you would do to help Martha prepare for the meeting so as to encourage her to participate meaningfully. (Your response should be approximately 50 words) b) Imagine that Martha informed you on the day that she could not attend the meeting in person due to a fall injury, and the meeting cannot be rescheduled until a month later. Identify one (1) strategy that you could use to help facilitate Martha’s participation in this meeting. (Your response should be approximately 10 words) Facilitating a Case Management Meeting 3.4 Because case managers typically act as a chairperson during case management meetings, it is important that they understand group dynamics. List three (3) considerations relating to group dynamics that case managers should be aware of in relation to each stakeholder participating in the meeting. (Your response should be approximately 25 words) 3.5 Positive rapport between stakeholders is essential for effective case management meeting. Briefly discuss how a case manager may facilitate

33 rapport building between meeting participants. (Your response should be approximately 50 words)

34 3.6 When chairing a case management meeting, it is important to facilitate an effective discussion among all stakeholders. Briefly outline three (3) specific strategies you can employ to facilitate a meeting discussion that promotes positive engagement of participants and outcomes. (Your response should be approximately 150 words) 3.7 During the meeting, case managers play an important role in making sure messages and information are shared accurately between clients and services. Briefly outline three (3) skills/techniques that a case manager can use to facilitate information sharing. (Your response should be approximately 75 words) Agreeing on Roles, Responsibilities, and Boundaries 3.8 A common challenge face by case manager is to coordinate resources and avoid duplication of services. Outline how a case manager can facilitate agreement on roles and responsibilities during a case management meeting, making sure that stakeholders’ experience and skills are utilised in the best possible way. (Your response should be approximately 50 words) 3.9 Select True or False in relation to the following statements. a) The needs and rights of the client and his/her family are usually gleaned from the intake process and better understood through subsequent interactions. True False b) Because there are typically many people involved in a case management meeting, you don’t really need to worry about balancing the rights of all involved. It would be far too complicated. True False c) The rights and needs of the client, his/her family, service providers and their organisations; and the broader community should all be considered in case management and decision-making processes. True False 3.10 When developing specific strategies or interventions, what are four (4) questions that case managers should continuously ask themselves to ensure that they are balancing the needs and rights of all stakeholders? (Your response should be approximately 40 words)

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36 Managing Conflict 3.11 Briefly outline five (5) strategies that a case manager can employ to successfully manage any conflict that occurs within a case management meeting. (Your response should be approximately 100 words) Document the Outcomes of Case Management Meetings 3.12 Select True or False in relation to the following statements. a) Keeping accurate records of case management interventions is important for legal purposes. Legally, you may be required to provide evidence of the work you and other relevant parties have completed. True False b) Different agencies and organisations will have their own policies and procedures for documentation, but they will generally require all information to be stored in a secure manner that respects privacy and confidentiality. True False c) Emailing updates to stakeholders is the only acceptable way to document case management meetings and interventions to keep stakeholders informed. True False 3.13 Describe why it is important to document the process and outcomes of a case management meeting or intervention. (Your response should be approximately 75 words) Integrating Your Knowledge The following questions require you to draw upon all of the knowledge and skills you have learned throughout Sections 1 to 3 of Part A of the Study Guide. 3.14 Imagine that one of your colleagues has recently resigned and you have taken over their caseloads. You have just started working with this client, Helen, a 32-year-old mother with alcohol dependency and mental health issues (anxiety and depression). Helen’s 8-year-old daughter, Bella, is currently in the care of the Department of Child Safety under a “Short- term Custody Order”. This order means that while Helen’s daughter is currently in need of protection and has been placed in the care of a foster carer, but the goal of the case plan is for this family to be reunified. Child Safety has advised that reunification is not possible until such time that Helen proves that she is no longer drinking, finds some stability in her mental health, and has secured stable accommodation. Helen has expressed a commitment to meeting the requirements put forward by the Department in order to facilitate contact with her daughter. Her entire case management plan has been based on the requirements for

37 reunification. Your old colleague had referred Helen to a homelessness support program called Horizon Housing and she has recently

38 obtained long-term accommodation. She is also currently working with both a mental health support worker and an alcohol and other drugs counsellor. Helen has been engaging with both services; however, she is still drinking excessively. During your first meeting with Helen, she expressed some confusion regarding the work she is required to complete with these services and the Department of Child Safety’s requirements for reunification with her daughter. You know from conversations that any delay in the unification process may lead to setbacks in Helen’s progress. Upon reviewing Helen’s file, you also noticed a lack of clarity regarding this outcome criteria as well as a seeming lack of clarity among stakeholders regarding individual roles and responsibilities in working with Helen. Particularly, there is a double-up of counselling services, no communication between service providers, and each service has made decisions about Helen’s case without consulting the others. Additionally, Helen’s case has been recently assigned to a new Child Safety Officer and this worker appears to have made some amendments to the reunification plan that have not been updated to Helen’s plan. With Helen’s consent, you have decided to plan and facilitate a case management meeting to help clarify the boundaries and processes to be involved in supporting Helen. This meeting will include Helen, her mental health support worker, her alcohol and other drugs (AOD) counsellor, and her new Child Safety Officer (from the Department of Child Safety). a) Consider each of the stakeholders involved in Helen’s case management plan. (Note: stakeholders include the client, her daughter, the service providers, and the wider community). How have the needs, value systems, rights, and responsibilities of these stakeholders shaped Helen’s case management plan? (Your response should be approximately 100 words) b) Consider the impact that the short-term custody order appears to have had on Helen’s goal-setting process and case management plan. Why is it important to keep this in mind when establishing the boundaries and processes to be used as part of Helen’s plan? (Your response should be approximately 50 words) c) How do the consideration and requirements in the previous question affect the approach you will take in working with Helen? Hint: See pages 66-67 of your Study Guide. (Your response should be approximately 70 words) d) In the space below, write what you would say at the beginning of the case meeting to provide an introduction and establish the purpose and objectives of the meeting. (Hint: Consider the reasons why you decided to plan and facilitate the meeting.) (Your response should be

39 approximately 75 words) e) One of the main agenda items discussed at the meeting is the double up of counselling services for Helen. Helen has been attending counselling with both mental health support

40 worker and the AOD counsellor. From Helen’s perspective she didn’t seem to understand why she needs to see two counsellors and feels like she was repeating herself a lot of times. As the case manager, what steps would you take in the meeting to help relevant stakeholders identify and agree on their roles and boundaries of service delivery. Your response should be approximately 100 words) f) During the discussion, the AOD counsellor explains that their role is mainly on supporting Helen to go through a 12-week brief intervention program, in which counselling is offered as part of the intervention. However, it is common for clients to experience exacerbation of mental health issues while going through the program and this is where the mental health support worker comes in. Mental health support worker can also provide practical support such as assisting Helen with attending these appointments, arranging for transportation, and further counselling support where necessary after the end of brief intervention program. Write down what you might say to Helen to help her understand the roles of and support provided by the AOD counsellor and her mental health support worker, so as to resolve confusion about attending counselling with both. (Your response should be approximately 100 words) g) Another agenda item for the meeting is relating to the lack of communication between stakeholders and lack of clarity in how changes to service provision are made by individual practitioners. What suggestions would you make regarding individual stakeholder accountabilities, information sharing, and decision-making processes to be utilised in Helen’s case in order to improve the plan’s effectiveness in helping Helen achieve her desired outcomes? (Your response should be approximately 100 words)

41 CHCCSM005 & CHCCCS015 Assessment Book Part A Section 3 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

42 PART A Section 4 MONITORING AND REVIEWING CASE WORK ACTIVITIES AND PROCESSES Monitoring Effectiveness of Case Management Processes 4.1 Monitoring the effectiveness of your case management process with clients is crucial for assessing how the client is progressing through the case plan and for making timely adjustments to the case plan if needed. Outline four (4) aspects that a case manager should monitor or evaluate when determining the effectiveness of case management processes. Hint: see page 74 of the Study Guide. (Your response should be approximately 50 words) 4.2 Identify three (3) methods that a case manager may use to monitor case work activities. (Your response should be approximately 50 words) Assessing the Need for Change 4.3 Briefly outline three (3) situations that might indicate a need for changes to be made to a case plan. (Your response should be approximately 75 words) 4.4 Why is it important to seek the client’s feedback when monitoring a case management plan? (Your response should be approximately 75 words) Negotiating Changes to the Case Plan 4.5 If a case manager, in consultation with the client, determines that a change must be made to a case management plan, what should they do? (Your response should be approximately 50 words) 4.6 Imagine that you are still working with Amir from question 2.8. Amir’s case management plan has been implemented and you contacted Amir to find out how things are going for him. Amir reports that he was preoccupied with getting a rental place and when he finally contacted the local neighbourhood centre to enrol in the English class, the worker there told Amir that he could not enrol. Amir says that he wasn’t provided with a reason for why his enrolment was unsuccessful though he strongly believes that it’s because he is Iranian. Amir requests that you contact the centre to investigate the reason.

43 a) With Amir’s consent, you decide to call the neighbourhood centre in order to investigate on this matter. Write what you would say to the worker. (Hint: Refer to principles of advocacy and assertive communication on pages 51-52 of the Study Guide.) (Your response should be approximately 100 words) b) Imagine that the worker from the neighbourhood centre informs you that the upcoming English class is for advanced level that is not likely to be suitable for Amir. The Beginner’s English class that is more suitable for Amir’s level has already commenced for two weeks so it is currently closed for enrolment. The next class will commence in six weeks. In response, you want to briefly explain Amir’s situation and find out whether it is possible for Amir to participate in the Beginner’s class that has recently started. (Your response should be approximately 60 words) c) The worker tells you that Amir can put in a request for participating in the current class if he’s happy to go in for additional tutoring session for next couple weeks to make sure he is able to catch up with the rest of the class. Write down what you would say to Amir in order to explain what you have understood from the worker about the reason of unsuccessful enrolment. You also want to discuss with Amir his options of: (1) participating in the current class with additional support or (2) enrol in the class commencing six weeks later. (Your response should be approximately 100 words) d) Amir thanks you for helping him to sort out the English class. He says that he is going through RentConnect and likely to get a rental place organised in the next couple of weeks. As he’ll be moving and trying to get settled down, he prefers to attend the next English class commencing in six weeks. You confirm with Amir that he will contact the centre again for enrolment in a month’s time, and this will be updated in his plan. As per your organisational procedures, you must document a summary of actions and interventions you have undertaken in case work. Write a short summary about what you have done with regards to supporting Amir to address issues with English class enrolment. (Your response should be approximately 100 words) Documentation in Case Management

44 4.7 List five (5) common types of documentations that a case manager may utilise in the process of case management. (Your response should be approximately 30 words)

45 4.8 List five (5) critical ‘best practice’ tips or protocols that case managers should follow when completing any case management documentation. Hint: see the tips proposed by Summers (2016) on page 80 of the Study Guide. (Your response should be approximately 150 words) 4.9 An important responsibility of case manager is to ensure documentation is accurate, completed and well-kept when a case is closed and stored away. Briefly outline five (5) common documentation procedures relevant to case closure. (Your response should be approximately 100 words) Integrating Your Knowledge The following questions require you to draw upon all of the knowledge and skills you have learned throughout all sections of Part A of this Study Guide. 4.10 Imagine that you are working for an organisation that provides case management to disadvantaged young people in the community. A new client, Elena, was assigned to you six weeks ago. During your initial interview you found out that Elena is an 18 year old mother with a three month old daughter. She had been living with her parents but when they found out about her pregnancy she was kicked out of their home. Since that time Elena has been living with a couple of friends but Elena reported that her relationship with these friends had deteriorated since the birth of her daughter. Elena stated that her friends were “not happy with a baby in the house”. Elena reported that she has applied for numerous rental units but has not been successful, explaining that she doesn’t have any rental history, no rental references, has a low income (on Centrelink benefits), and feels like she is disadvantaged because she is a young single mother. During this initial meeting, Elena tells you that her primary goal is to “no longer have to move around, live with nasty housemates and actually have somewhere nice to live with my daughter”. Her secondary goals included seeking out the support of a mother’s group in her local area and finishing her high school studies via a flexible TAFE program. a) Consider Elena’s primary goal: “no longer have to move around, live with nasty housemates and actually have somewhere nice to live with my daughter”. How would you go about helping Elena to transform this into a goal statement that is realistic and in positive terms (i.e., instead of what Elena will not do, the goal is stated as what she will do)? (Your response should be approximately 50 words) b) With Elena’s permission, you referred her to RentConnect to help her with her goal of obtaining a rental. You also provided her with information on a local mother’s group and gave her contact details for the TAFE enrolment office. As part of your organisational procedures, you will need to write a short

46 summary of Elena’s her circumstances and goals to be included in her referral to Rent Connect. Note: You must make sure that you use appropriate, respectful language and comply with any

Case Closure Form 47 relevant privacy and confidentiality requirements (e.g., only including relevant details). (Your response should be approximately 50 words) c) Describe how you will go about monitoring the effectiveness of case management processes against Elena’s agreed goals. (Your response should be approximately 30 words) d) As Elena’s case manager, you will also need to make sure the planned service provision (e.g., RentConnect) is implemented and effective for Elena. What steps or processes will you take to monitor this? (Your response should be approximately 30 words) e) Imagine that it has been six weeks since your initial appointment with Elana. At your follow-up meeting, Elena reports that she has been engaged with the mother’s support group you told her about, but due to her child being sick, has made no contact with the TAFE and still has not sourced stable accommodation. Consider the progress that has been made so far. What changes would you suggest making to Elena’s case plan? (Your response should be approximately 50 words) f) Imagine that three weeks have passed, and Elena has just successfully obtained a rental. She is now connected with a local playgroup and an education officer at TAFE who is working out possible studying options with Elena. Outline what you would do to monitor Elena’s and other stakeholders’ satisfaction with the case management processes. (Your response should be approximately 50 words) g) It has now been four months since your initial case management meeting with Elena. You have not seen her for two months – she has cancelled every appointment since. As far as you are aware, she has made no progress towards the goal of enrolling in TAFE. You have attempted to contact Elena via phone and mail but have had no success. You have spoken with your supervisor and they have agreed to close her case effective immediately. As per your organisation’s policies, you have posted Elena an evaluation form and are required to complete a case closure form to close her file. Using the information provided, complete the case closure form below. (Your total response should be approximately 100 words)

48 Client name: Elena Age: 18 Case opened: XX/XX/XXXX Case closed: Today’s date Goals identified at beginning of case management process: Goals achieved: Goals not achieved: Reason for case closure: Evaluation form provided? Yes No

49 CHCCSM005 & CHCCCS015 Assessment Book Part A Section 4 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

50 PART B SECTION 1 AN INTRODUCTION TO INDIVIDUALISED PLAN AND SUPPORT What Is an Individualised Plan? 1.1 It is not uncommon for clients who have complex needs to present to counselling with an individualised support plan. Briefly describe how this type of plan is used to facilitate support planning and delivery for a client. (Your response should be approximately 50 words) The Push for Individualised Services 1.2 There has been a call for provision of more individualised human services in Australia. Provide two (2) reasons why this has been the case. (Your response should be approximately 60 words) 1.3 In the Study Guide, you learned about three principles that underpin individualised support planning and delivery. Complete the table below by identifying these principles and explaining how they can be applied in providing individualised counselling support. (Your total response should be approximately 100 words) Principles How Does it Apply to Providing Individualised Counselling Support? a) b) c) Key Considerations in Providing Individualised Support 1.4 A foundational legal consideration that underpins counselling work is human rights. a) Briefly explain how counsellors can uphold clients’ human rights through providing individualised support. (Your response should be approximately 30 words) b) How might human rights inform the operations in an organisation? (Your response should be approximately 30 words)

51 1.5 Clients with complex needs often experience discrimination in daily living, so it is important that counsellors and organisations make sure clients are protected from discrimination when accessing support services. a) Imagine that you are working for an organisation that provides various types of support to people living with a range of disabilities. Discuss one way the Disability Discrimination Act 1992 would inform the practices in your organisation. (Your response should be approximately 30 words) b) The ACA Code of Ethics and Practice states that counsellors must “offer a non-judgmental professional service, free from discrimination, honouring the individuality of the client.” (2019, p. 7). How might a counsellor comply with this requirement through providing individualised support? (Your response should be approximately 30 words) 1.6 In the table below, identify two (2) responsibilities of counsellors and their organisation in complying with privacy, confidentiality, and disclosure requirements when providing individualised support services. (Your response should be approximately 60 words) a) Two responsibilities of counsellor: b) Two responsibilities of organisation: 1.7 Select True or False in relation to the following statement about duty of care: Once confirming risk relevant information is recorded in the client’s individualised plan, the counsellor is released of their duty of care to that client. True False Explain your reasoning. (Your response should be approximately 30 words) 1.8 Review your understanding of a counsellor’s mandatory reporting duty. Determine if the following statements are correct and provide reasonable justification. (Hint: see page 94 of the Study Guide.) (Your total response should be approximately 50 words) Statements Correct Provide justification.

52 ? a) If a client with an individualised plan reported to their counsellor that they

53 physically abused their children, the counsellor would not be required to report the abuse because the client has an individualised plan in place. b) A counsellor does not have mandatory reporting duty unless if they work directly with children and young clients. c) Community services organisation must refer to relevant state/territory legislation to provide clear policies and guidelines for mandatory reporting. 1.9 Outline two (2) work-role boundaries considerations for counsellors in providing individualised support to clients. (Your response should be approximately 40 words) 1.10 Whilst traditional service delivery tends to be face-to-face at a fixed service location, counsellors may work in different capacities when supporting clients with complex needs. Complete the following table by describing each of the following alternative service delivery models and list one (1) benefit for using this model to support clients who have complex needs. (Your total response should be approximately 70 words) Service delivery models Description One benefit for clients who have complex needs a) Community outreach b) In-home support c) Residential support d) Phone and online services 1.11 Counsellors often work with multiple stakeholders when supporting clients with complex needs – it is therefore important that you understand what each stakeholder’s roles and responsibilities are. In the following table, briefly outline the roles and responsibilities of these stakeholders. (Your total response should be approximately 100 words)

54 Stakeholders Roles and responsibilities a) Client

55 b) Carers and family c) Health professionals d) Other support workers (e.g., counsellor) e) Supervisor of the counsellor 1.12 As a counsellor, you may be working with a team of practitioners supporting a shared client (and their family), which requires regular, effective communication. Briefly discuss how communication may take place between the stakeholders listed in the previous question. (Your response should be approximately 50 words) 1.13 Whilst counsellors may only work with clients on specific needs or issues, it is important to take a holistic approach in understanding clients’ circumstances as well as in planning and delivering support. Discuss three (3) factors or issues that may lead to development of complex needs. (Your response should be approximately 100 words) Factors Discuss how this may affect clients requiring support a) Factor 1: b) Factor 2: c) Factor 3: 1.14 Risk management is particularly important when working with clients living with complex needs. a) Sometimes counsellors may be delivering services at the clients’ home or an outreach location. Identify one (1) relevant risk that a counsellor must actively manage and discuss how they can do that. (Your response should be approximately 50 words) b) Briefly discuss how counsellors can use a client’s individualised support plan to help identify and manage potential and/or existing risk issues. (Your response should be approximately 30 words)

56 c) If a counsellor has identified a risk issue but unable to find relevant guidelines in their organisational policies and procedures, what is the most appropriate way for them to respond in this case? (Your response should be approximately 10 words)

57 CHCCSM005 & CHCCCS015 Assessment Book Part B Section 1 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

58 PART B SECTION 2 PROVIDE INDIVIDUALISED SUPPORT SERVICES Plan and Prepare Support Services 2.1 Two important considerations when engaging clients in service planning and delivery are duty of care and dignity of risk. a) What is duty of care and how does it relate to a counsellor’s role in providing individualised support? (Your response should be approximately 50 words) b) What is dignity of risk and how does this relate to a counsellor’s role in providing individualised support? (Your response should be approximately 50 words) c) Imagine that you have been working with a client, Leonard, who is on recovery with severe depression. Leonard became very depressed when he found out that his 21-year- old son, Tim, was assaulted and killed while travelling in South America five years ago. Since then, Leonard has been avoiding everything in relation to South America. As Tim’s fifth death anniversary is approaching, Leonard’s wife suggests that they travel to South America as a way to commemorate their lost son. Leonard has been doing well in managing his depression, but you are aware that his mental health had deteriorated in the past around the time of Tim’s death anniversary. Briefly explain how you would go about providing support to Leonard, with considerations to duty of care and dignity of risk. (Your response should be approximately 50 words) Provide Practical Support and Assistance 2.2 When working with clients who have complex needs, counsellors are often engaged in supporting clients with skill development and, where necessary, safe use of equipment. Outline three (3) types of strategies a counsellor may use to help a client learn positive communication skills (e.g., I-statements to express their feelings) that would help maintain healthy relationships with others. (Your response should be approximately 60 words) 2.3 Imagine that you have been assigned a new client, Alex, who is living with social anxiety. From discussions with Alex and his case manager, a

59 practical challenge that Alex faces is his ability to commit to service appointments. On ‘good’ days, Alex is able to leave home and attend his appointments; on ‘bad’ days he felt too overwhelmed with his anxiety and couldn’t

60 bring himself to leave home. Having discussed with Alex and your supervisor, you’ve suggested an adaptation for Alex to begin with online counselling appointments through your organisation’s secure virtual platform while helping Alex to develop skills around managing his anxiety feelings. Alex agrees with your suggestion, however, expresses concerns that he is not a very ‘technology savvy’ person. He does have a laptop that he uses for studies and entertainment purposes. Discuss how you may go about providing assistance to Alex to set up relevant equipment and make such service accessible for him. (Your response should be approximately 50 words) 2.4 Imagine that you work as a counsellor at a family support service. Recently you’ve been referred a client, James, who is a single father of three children. Two years ago, James suffered a work injury, causing him to be off work for 12 months. During that period of time, his ex-partner requested to have contact with and care of the children. The dispute resolution process was very stressful, and James started turning to using alcohol excessively to numb his physical and emotional pain. He would sometimes turn up at work intoxicated and eventually lost his job. Child safety services was involved due to reported concerns of excessive drinking around the children and vicious conflicts between James and his ex- partner, which the children were exposed to. As a result, the family was assigned a case manager to offer and organise support. James is attending an AOD program to help him get in control with his drinking, and is referred to you for in-home counselling and parental skills support. Particularly, your role involves providing education and skills development support to James in providing a safe, and healthy environment. a) One of the aspects you are supporting James with is to address safety at home. Using Reading J in your Book of Readings, outline what you plan to discuss with James in order to help him make sure that alcohol is out of reach for the children, and consumed safely. (Your response should be approximately 50 words) b) James also mentions that he often loses temper with his children when he is stressed. He realises that it is not good for the children, but he doesn’t know how else to manage their behaviours when they start challenging him. The eldest child who is thirteen has started mentioning about running away from home. James’ goal is to provide a positive environment for his children at home. Briefly outline how you may go about providing assistance to James with maintaining a safe and comfortable environment. (Your response should be approximately 30 words) Identify and Respond to Situations of Risk

61 2.5 Imagine that you are working with Jean who is 18 years old. Jean has been living with eating disorders in the last three years and her family is her main source of support. In today’s session, Jean tells you that she came out as gay to her family who struggled to accept it. Jean was told that if she doesn’t ‘get rid of this idea’ she will no longer be considered as part of the family and will be ‘kicked out’ of home immediately. Jean has no idea where she could go.

62 You notice that Jean is distraught and distressed by her situation. a) Discuss a potential risk issue that Jean may be facing. (Your response should be approximately 10 words) b) As Jean’s counsellor, your role is to support her with recovering from eating disorders and skill development. How would you respond to address the identified risk? (Your response should be approximately 30 words) c) According to your organisational requirements, all potential or actual risks identified must be reported to your supervisor, Giuseppe, and formally documented in the client’s file. You decide to ring Giuseppe about Jean’s situation. Write down what you would say to your supervisor to report information that Jean has disclosed and any observations you’ve made. (Your response should be approximately 60 words) d) Giuseppe suggests that you inform Jean’s case manager, Mel, and discuss about referring Jean to housing support. With Jean’s consent, both of you called Mel together to explain the situation and Jean agreed for Mel to take her in to housing services the next day. In the following space, write down what you may include in Jean’s case file, including the information she provided and the steps you have taken following her disclosure. (Hint: see pages 135-136 of your Study Guide for documentation guidelines.) (Your response should be approximately 80 words) Integrating Your Knowledge The following questions require you to draw upon all of the knowledge and skills you have learned throughout this section of the Study Guide. 2.6 Imagine that you are working as counsellor. You have received a referral from Stephen, a case manager at the public mental health service to provide counselling services and support to Arun. Arun has been experiencing anxiety and depression after the sudden loss of his brother, Kiri, in a motor vehicle accident. Arun distracts himself from dealing with his grief by keeping busy and focusing on his university studies. As a result, his mental health has deteriorated, and he is struggling to manage his responsibilities and his emotions effectively. Arun was born in Cambodia, but has been living in Australia since he was three years old. A part of Arun’s individualised plan has been provided below. Read the

63 plan, then answer the questions that follow.

64 Case Study Individualised Plan Service information Service/agency name: Mental health service Date of plan: 16 th October, 201X Plan developed by: Stephen Client information Name: Date of birth: Address: Phone: Emergency Contact: Arun 16 th March, 1991 123A Common Road, Adelaide 0500 000 000 Nhean (Arun’s father) Phone: 0501 000 000 Area(s) of concern Grief, anxiety, depression. Behaviours/triggers Arun has been experiencing feelings of anxiety and depression after the sudden loss of his brother in a motor vehicle accident. Arun is having difficulty keeping up with his full-time university studies. He has also stopped socialising with his friends and spends most of his time alone in the family home. Activity likes/dislikes Arun enjoys studying chemistry and is working towards becoming a pharmacist. He also enjoys playing soccer and until recently, was a member of a local team. Goals Arun will begin working through his grief, and learn to express and manage his emotions effectively. Actions Activity/ Action Targ et date Other services Date complet ed Ongoing needs The counsellor Weekly Professional grief Grief and loss will help Arun to sessions for and loss counsellor support group work through his 10 weeks grief The counsellor Weekly Professional Practical coping will help Arun to sessions for counsellor mechanisms express and 10 weeks manage his emotions effectively.

65 Case notes Arun is a practicing Buddhist. Arun has given consent for his father, Nhean, to be involved in all aspects of his individualised plan and related support activities.

Our Procedures for Receiving a Complaint As a client, you have a right to provide feedback or make a complaint about a service or your experience, with the expectation that any complaint will be investigated appropriately and in confidence without fear of it affecting decisions related to your provision of professional services We respect your right to a professional service. If you are unhappy with the service you receive, we have the following procedures in place to receive your feedback:  Discuss the situation with your practitioner so the matter can be dealt with promptly. If you want support in making a complaint, ask someone you trust to accompany you. This may be a family member, carer or advocate.  If the situation is not settled at this level, you can put your complaint in writing and send it to the Director. We can provide you with some assistance with this if you need it. 66 a) Your organisation requires counsellors to conduct a basic risk assessment with all new clients, which consists of five questions relating to personal safety. You are aware that not all clients are comfortable with providing their personal information and answering these questions. Write down what you would say to Arun in order to introduce this process and help him know what to expect. (Your response should be approximately 40 words) b) Using the information on the individualised plan above, explain what role you would play or what kind of support you are expected to provide to Arun. (Your response should be approximately 30 words) c) Having reviewed your role in the individualised plan in the previous question, you want to check and confirm this with Arun - particularly you want to clarify your role as mentioned in the plan, and the reason Arun has been referred to you. Write down what you would say to Arun. (Your response should be approximately 40 words) d) Following is an extract from the complaints management policy and procedures of your organisation. Write down what you would say to Arun in order to ensure he is aware of his rights and the relevant complaints procedures. (Your response should be approximately 100 words) e) Imagine that Arun has understood and signed the counselling contract you provided. He

67 confirms that he would like to better manage his emotions so that he can get back on track with life and studies. You want to work collaboratively with Arun in determining how counselling can be most useful for him. Outline the steps you will take in working with Arun to identify actions and activities that support his goals. (Hint: You should make sure that the approach you take promotes his independence and rights to make decisions.) (Your response should be approximately 60 words) f) Imagine that you often use mindfulness exercises with clients to help with emotion regulation and as a grounding exercise. From Arun’s plan above, you learned that he is a practicing Buddhist. Whilst you know that mindfulness is relevant to Buddhist practices, you are aware of the danger of making this assumption and want to make sure you’ve demonstrated respect for individual differences. Write down what you would say to Arun to find out whether he is comfortable with these exercises, making sure that he is supported to make independent and informed decisions about the counselling process. (Your response should be approximately 60 words) g) Based on Arun’s plan and your discussions with him, you learn that Arun’s father, Nhean, plays an important role in Arun’s life and decision making. How would you go about respecting and including Nhean in providing support to Arun? (Your response should be approximately 75 words) 2.7 Simon works as a counsellor providing in-home services and support to people with disability. Simon is trained and experienced in counselling people to address a wide range of concerns, including adjustment to living with a disability. Simon receives a referral to provide counselling services to Josiah, a 36-year-old male with paraplegia. One year ago, Josiah was involved in an accident that caused a spinal cord injury. He now relies on a wheelchair for mobility. Josiah lives with his partner, Rochelle, and has just returned to part-time work as an accountant. He also attends weekly physiotherapy and hydrotherapy sessions to improve his muscle strength. Josiah has been referred to counselling by a disability services case manager as he is experiencing feelings of anger and frustration towards his situation. Both Josiah and Rochelle would like assistance to cope during their period of adjustment. Part of Josiah’s individualised plan is provided below. Read the plan, then answer the questions that follow. Individualised Plan Service information

68 Service/agency name: Disability services Date of plan: 12 th January 201X Plan developed by: Darren Client information

69 Name: Date of birth: Address: Phone: Emergency Contact: Josiah 26 th October, 1981 7A Smiths Street, West Hobart 0500 000 000 Rochelle (de facto) Phone: 0501 000 000 Area(s) of concern Anger and frustration, social isolation Behaviours/triggers Josiah is experiencing feelings of anger and frustration towards his situation as he can no longer enjoy the physical activities he did before the accident. Josiah is working hard to live independently and becomes stressed when he has to rely on others for assistance. Activity likes/dislikes Josiah enjoys working as an accountant and meeting new people. He also enjoys spending time with his partner Rochelle, particularly in cooking together. Josiah dislikes catching public transport since the accident and uses taxi services for transport. Goals Josiah will adjust to living with a disability in a positive way and learn to be totally independent with all activities. Actions Activity/ Action Target date Other services Date complet ed Ongoing needs The counsellor Weekly In-home counsellor Access to local will help sessions for support group for Josiah to 12 weeks people with spinal manage his cord injuries feelings of anger and frustration The counsellor Throughou t In-home counsellor Assistance to will help access resources, Josiah and aids and Rochelle to equipment cope during their period of adjustment Case notes Josiah uses a wheelchair for mobility. A number of modifications have been made to Josiah’s home that enable him to live independently and

70 move about safely. Josiah has given consent for his de facto partner, Rochelle, to be involved in all aspects of his individualised plan and related support activities.

71 a) Based on the support plan above, briefly explain what Simon’s role is in implementing this plan. (Your response should be approximately 30 words) b) Based on the response to previous question, write down what Simon can say to Josiah and Rochelle, to confirm their expectations on what they will be working on in counselling. (Your response should be approximately 70 words) c) Part of Simon’s role is to work with Josiah and Rochelle to identify appropriate support activities, with consideration to the individualised plan and preferences. Evaluate the following activities and determine whether the activity is appropriate and provide your reasoning (Your total response should be approximately 50 words). Activities Appropriate? Provide justification. a) Support Josiah to cook meals with Rochelle at home with reasonable adjustments. b) Re-establishing routines at home and so that Rochelle is in-charge of all house duties. c) Support Josiah and Rochelle to communicate about challenges they face since the accident and the roles they would like to take upon in relation to household duties.

72 CHCCSM005 & CHCCCS015 Assessment Book Part B Section 2 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

73 PART B SECTION 3 MONITOR AND DOCUMENT SUPPORT ACTIVITIES Monitoring Your Own Services 3.1 Imagine that you are still working with Arun in question 2.6, in which you supported Arun to manage emotions and coping with his brother’s death. Included below is an extract of Arun’s individualised plan: Goals Arun will begin working through his grief, and learn to express and manage his emotions effectively. Actions Activity/ Action Targ et date Other services Date complet ed Ongoing needs The counsellor will help Arun to work through his grief Weekly sessions for 10 weeks Professional grief and loss counsellor Grief and loss support group The counsellor will help Arun to express and manage his emotions effectively. Weekly sessions for 10 weeks Profession al counsellor Practical coping mechanisms a) Briefly outline the steps you will take to monitor your own work to ensure the required standard of support is maintained. (Your response should be approximately 75 words) b) You have now completed six sessions with Arun. As part of your organisational requirements, you should undertake a review with him to find out whether the support you provided are meeting his needs and if changes will be required. Write down what you would say to Arun in order to initiate such discussion. (Your response should be approximately 60 words) c) Arun tells you that he finds counselling a positive experience so far and he has learned some useful skills in managing his emotions. However, he has noticed worsened symptoms in the last couple of weeks. He has been having nightmares and intense, conflicting feelings about his brother’s death – part of him feels angry over his ‘stupidity’ and ‘carelessness’; a part of him also feels that it would be better for his family if he was the one who passed away as his brother has always been the favourite child of his family. He finds it really challenging to

74 face his family, especially his father, Nhean, who was really close with his brother. You are feeling concerned about Arun’s wellbeing, and want to bring his feedback to a

75 discussion with your supervisor, Giselle. Particularly, you want to discuss if it would be appropriate for Arun to continue with the remaining four sessions, or whether a referral or other intervention may be more appropriate. Imagine that you have Arun’s consent to bring this matter to Giselle, write down what you would say. (Your response should be approximately 100 words) d) In the discussion, Giselle explains that Arun’s symptoms could be quite normal grief reactions and would benefit from the emotion regulation skills he has learned. However, there is another counsellor in the organisation who specialised in grief counselling, and Arun can be referred to him. Giselle suggests a joint discussion with Arun, to discuss two possible options:  For Arun to continue receiving counselling with you for another four weeks, with close monitoring of his symptoms each week, and do another review.  For Arun to be referred to another counsellor in the organisation, Sam who specialises in grief counselling. Imagine that you are now in a joint meeting with Arun and Giselle. Write down what you would say to Arun to put forward these two options to Arun. Remember that you must do so in a manner that supports Arun’s self-determination (i.e., taking Arun as a collaborative partner and supporting him to make decisions for his own care). (Your response should be approximately 150 words) 3.2 Identify three (3) potential indicators of unmet client needs and how a counsellor could respond to these. (Your response should be approximately 100 words) Complete Reporting and Documentation 3.3 Select True or False in relation to the following statements: a) Counsellors working with clients with individualised plans must ensure that they are aware of, and adhere to, legislative and organisational requirements about how documentation and reports are completed, maintained, and stored. True False b) When working with clients with individualised plans counsellors are able to release any and all information about the client and counselling discussions to any members of the client's wider case management team without first requiring client consent. True False

76 3.4 Discuss two (2) reasons for why it is important for counsellors to complete reporting and documentation requirements when providing individualised support. (Your response should be approximately 60 words)

77 3.5 List three (3) ways in which counsellors can help to maintain client confidentiality and privacy. (Your response should be approximately 50 words) 3.6 Accurately and completely completing workplace documentation and writing case notes in a client's individualised plan is an important counsellor responsibility. List (3) three things that a counsellor should keep in mind when writing these. (Your response should be approximately 30 words) 3.7 Briefly outline what formal and informal reporting constitute. (Your response should be approximately 60 words). Integrating Your Knowledge The following questions require you to draw upon all of the knowledge and skills you have learned throughout Part B of the Study Guide. 3.8 Bernice works as counsellor for a number of aged care facilities, providing clients with emotional support, guidance with relationships, and help to manage situations and behaviours. Bernice receives a referral to provide counselling services to Heather, an 81-year- old resident who, until recently, has always lived independently in her own home. Heather has severe arthritis and often needs helps to carry out daily tasks such as getting dressed, buying groceries, and attending social activities. Her two daughters became increasingly concerned about Heather’s safety and wellbeing, and with Heather’s consent, supported her to move into the aged care home three weeks ago. This has been a difficult and emotional decision for Heather, and she feels as though she has lost control over her personal matters. The individualised plan instructs Bernice to help Heather cope with her transition into the aged care home. Part of Heather’s individualised plan is provided below. Read the plan, then answer the questions that follow. Individualised Plan Service information Service/agency name: ABC Aged Care Date of plan: 17 th July 201X Plan developed by: Jennifer Client information

78 Name: Date of birth: Address: Phone: Emergency Contact: Phone: 0501 000 000 Heather 4 th April, 1934 ABC Aged Care, Brisbane (07) 9000 0000 Susannah (Heather’s daughter) Area(s) of concern Emotional stress, physical health and wellbeing . Behaviours/triggers Heather has been experiencing feelings of disappointment and sadness after moving into the aged care facility. She is having difficulty adjusting to new routines, surroundings, and people. Heather refuses to participate in programs and social activities provided by the facility. Activity likes/dislikes Heather enjoys gardening and playing bingo. Heather has a fear of getting old and of not being able to care for herself independently. Goals Heather will transition into the aged care facility in a way that enables her to maintain as much independence as possible, and participate in activities she enjoys. Actions Activity/ Action Target date Other services Date complet ed Ongoing needs The counsellor Weekly Professional aged Family and peer will help sessions for care counsellor support Heather to six weeks cope with her transition into the facility The counsellor Throughou t Professional aged Access to will help care counsellor appropriate Heather to communication express her methods individual needs and preferences The counsellor Throughou t Professional aged Activities that will encourage care counsellor appeal to

79 Heather to Heather’s self- participate in interest activities of her choice Case notes

80 Heather has given consent for her daughter, Susannah, to be contacted in case of emergency. Heather has expressively advised that she does not want her family involved in any counselling related activities. a) Describe two (2) ways that Bernice could communicate with Heather in a manner that develops and maintains trust. (Your response should be approximately 75 words) b) Imagine that Susannah contacted Bernice and wanting to find out Heather’s progress and obtain a copy of her updated individualised plan. Consider the details of individualised plan and what you have learned about privacy, confidentiality, and disclosure requirements in the Study Guide. What is the most appropriate response to Susannah’s request? Justify your response. (Your response should be approximately 50 words) c) During a recent session, Bernice noticed that Heather was quite agitated and behaving out of character. Heather told Bernice that she was given new medication for her arthritis, but it didn’t seem to work. She was in pain a lot at night and losing sleep over it. What is Heather’s additional or unmet need? If you were Bernice, who would you refer such Heather to? (Your response should be approximately 10 words) d) Explain how Bernice can make sure that she refers Heather in accordance with organisational and confidentiality requirements. (Your response should be approximately 20 words) e) Bernice was informed by Heather’s aged care about a recent spread of flu, which was quickly addressed and managed. Heather was not affected; however, Bernice was informed as an act of courtesy and due diligence. Having discussed with her supervisor, Bernice is able to still attend Heather’s aged care and provide counselling as scheduled, with extra caution following the infection control procedures. During the counselling session, Heather expresses concerns about the recent spread of infection. Bernice decides to share with Heather some tips to help Heather stays safe and maintain a clean environment based on the infection control checklist (provided at the end of Reading I). Heather has asked that Bernice write down these down as reminders for her so that she can keep it in her room. In the space below, write down a few reminders for Heather about what she could do to maintain a clean and healthy environment. (Hint: See Infection control checklist at the end of Reading I.) (Your response

81 should be approximately 60 words)

82 f) Outline how Bernice should go about storing Heather’s information to make sure she is complying with her organisational policy and protocols. (Hint: see page 136 of the Study Guide.) (Your response should be approximately 50 words)

83 CHCCSM005 & CHCCCS015 Assessment Book Part B Section 3 Assessor’s Comments To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on your responses to questions in this section. Competent / Not Yet Competent Assessor’s Name: Date:

84 Assessor’s Comments –Overall To be completed by the Australian Institute of Professional Counsellors to provide constructive overall feedback on this Assessment Book. Competent / Not Yet Competent Signature of Assessor: Date:

85 FIRST RESUBMISSION The following Entry Box is for students to complete any activities that require resubmission. Important Note: In order to assist the marker in reassessing your work, make sure you have clearly identified the question number for each question you have to re-submit. Complete resubmission activities here

86 Assessor’s Comments – First Resubmission To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on resubmission of this Assessment Book. Competent / Not Yet Competent Signature of Assessor: Date:

87 SECOND RESUBMISSION The following Entry Box is for students to complete any activities that require resubmission. Important Note: In order to assist the marker in reassessing your work, make sure you have clearly identified the question number for each question you have to re-submit. Complete resubmission activities here Assessor’s Comments – Second Resubmission To be completed by the Australian Institute of Professional Counsellors to provide constructive feedback on resubmission of this Assessment Book.

88 Competent / Not Yet Competent Signature of Assessor: Date: