Estelle works at First Access Community Support Services in Melbourne as a Support worker. She has discovered an important area that she believes requires immediate attention and improvement at First Access.

Her suggestion for improvement is to provide enhanced training on client-centred care principles for staff members so that their commitment to individualised care and inclusivity is not compromised. The emphasis is to continue focusing on personalised and inclusive care plans to uphold the rights and preferences of every client at First Access. The suggestion for improvement arose out of overhearing Sandra's discussion and her remarks revealing potential violations of some important policies. This improvement should also tackle the ethical and legal misconduct observed in Sandra's actions.

Estelle believes that every client is entitled to autonomy and the freedom to decide on their daily schedules and health care needs. Individualised care acknowledges the dignity and individual preferences of each client, reflecting a core ethical principle in community support services. Ensuring a sense of belonging and respect for every client's individual needs is part of the duty of care obligations by staff, including clients with disabilities. It is a legal requirement that individuals with disabilities be given equal access to services and not be discriminated against as covered in The Disability Discrimination Act 1992 (Australia). A comment Estelle heard made by Sandra suggesting a more generalised care plan shows disregard for the individual needs and rights of the clients and this could be a form of discrimination.

There are other potential/actual breaches and unethical conduct that arose from the remarks Estelle overheard made by Sandra that revealed potential breaches of confidentiality and disrespect for individual client needs, violating the privacy of clients. Sandra's suggestion of a generalised care plan reveals a disrespect for client autonomy and personal needs and is not in accord with the Code of Conduct (unethical conduct). Sandra's conversation within earshot of anyone who may be in the staffroom indicates a breach of Confidentiality and Privacy regarding clients' personal health information. Revealing clients' health conditions and care plans in an open and insensitive manner also damages the trust between the clients and staff which is an important part of the standards of the organisation's service.

Sandra's lack of concern towards client needs, such as Ethan and a wheelchair-bound client, and her disinterest in personalised care may lead to a Duty of Care violation. Part of the duty of care obligations by staff is ensuring a sense of belonging and respect for every client's individual needs.

Write out a script for a meeting Estelle will have with her boss, Diya, and a co-worker, Jukka.

Mention to them how the work practice can be improved and how this will assist in meeting legal and/or ethical requirements. How Estelle contributes to the development and review of policies and procedures. Estelle must also ask Diya and Jukka if they think her suggestions are reasonable and if they can suggest any improvements to her suggestions.

Refer to the role-play instructions below:

Diya Headley

Diya is friendly and eager to hear about Estelle's ideas. She is impressed by anyone showing initiative so is supportive of Estelle. Familiarise yourself with the following guidance:

I have read your email and am keen to hear more about your proposed ideas.

I believe your ideas are reasonable. I think the next step should be to discuss your ideas for the storeroom with our health and safety representative.

I think it is important that we are all regularly reminded of our Code of Conduct, our mission and our values. We need all staff to be reflecting our values at all times.

Role 2: Jukka Sepp

Jukka is a supportive colleague and will be hearing Estelle's proposed work practice improvements for the first time.

I have experienced some mishaps in the storeroom. I'm glad you have brought it up and believe it is a really good idea to get make some changes before an accident happens.

My neighbour, Sandra, who works here part-time - you might know her - was telling me the other day about how she loves our values and how supportive our workplace is. (The student being assessed does not know that Sandra is your neighbour until now.)

It is a real shame that you have heard someone obviously not reflecting our values. I think we have a job where we may need to vent or talk things out occasionally, but there is a way of doing that.

Hopefully, this is an isolated incident as most of us are careful about what we say and where we say it.

I think having a staff member as part of the review of policies is important.