Estelle Lovett is a Community Support Worker at First Access Community Services located in Melbourne, Australia. Today she has an administration day onsite to catch up on documentation and planning. She goes to the storeroom to get some items. While in the storeroom she overhears a colleague, Sandra, talking on her phone in the staffroom. 'I just think we are spending too much time individualising the planning for our clients. If we focused on a more universal daily plan for everyone, we would get through so much more during the day. I mean, why are we separating mealtimes for some clients, and why on earth are they getting a choice as to what they'd like for dinner? With some of the issues they come here with, who cares? I mean, Ethan can't even taste food due to what he's put his body through, and I heard he's just been diagnosed with diabetes, so no more cake for Ethan. Deb has proposed we make the kitchen wheelchair accessible as she wants to have a group baking in there and there is one client in a wheelchair, one! What a waste of time. If they want to bake, have some of their family members pick them up and take them somewhere else to bake.' Estelle exits the storeroom and enters the staffroom and notices Sandra is slightly startled. She changes the subject on the phone and keeps talking quietly.

What happened in this scenario?

What should be addressed or improved in this scenario?

What is/are the reasons for addressing or improving the situation, including the legal and ethical requirements?

Outline any potential or actual breaches and unethical conduct.

Refer to specific workplace policies and procedures that are relevant to this case.

How the improvement will help Sandra (and other staff) to meet legal and ethical requirements?

Outline recommendations for reviewing and developing workplace policies and procedures.

(Keep context within Australia)