QUESTIONS PART B Case Study 1 (Questions 1-3) Read the case study, then answer the questions that follow. dolfit]e} SUEesSTIo Ingrid is @ community services worker in a large team. Ingrid's team attends a weekly feam meeting to discuss important service changes and give an area report. Ingrid was offended by something her supervisor Sandra said at a recent meeting. She felt like Sandra was saying that all the other service areas were doing well, and that Ingrid's area was under performing. When Ingrid was giving her service update, she felt like Sandra wasn't even listening and that when Sandra did respond her responses were not related to the information Ingrid was providing. At the end of the meeting Ingrid was unsure what follow up actions she should do next and didn't even know what the point of the meeting Was. Question 1 What are some active listening techniques that Sandra could use to let Ingrid know that her thoughts and ideas are important? Assessor Use Only Outcome: Satisfactory O Not Yet Satisfactory O Comments: CHCCOMOO05 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 14 of 23 Question 2 What are two (2) open questions that Ingrid could use to clarify what Sandra said about her service area? > | Assessor Use Only | Outcome: | Satisfactory O Not Yet Satisfactory O | Comments: Question 3 Suggest at least one (1) verbal and one (1) non-verbal technique Ingrid can use in her communications with Sandra. Assessor Use Only Outcome: Satisfactory 0 Not Yet Satisfactory - Comments: Case Study 2 (Questions 4-5) Read the case study, then answer the questions that follow. Ul ~ \\ { - i~ ~ K 2 > FAa gy - Corrine works as a community services worker and provides support to Mr Simmons. There have been some recent service changes that will affect all the people who receive support from Corrine. Corrine's manager has directed her to individually inform each person of how the changes will impact on them. On her next visit, Corrine takes her time explaining each change to Mr Simmons. She informs him that his weekly service will change to a fortnightly service at the end of the month. CHCCOMO05 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 15 of 23 Question 4 Provide three (3) examples of how Mr Simmons' use of language and his emotional state could influence how he interprets the information provided to him. | Assessor Use Only Outcome: Satisfactory O Not Yet Satisfactory | Comments: Question 5 Mr Simmons is elderly and takes prescription medication to manage chronic pain. Provide an example of how these factors affect his interpretation the information. . Assessor Use Only Outcome: Satisfactory [0 Not Yet Satisfactory O Comments: Case Study 3 (Questions 6-12) Read the case study, then answer the questions that follow. ' . Zoey works for a disability support service and is responsible for ensuring workplace procedures are up to date and accurately reflect workers' legal and ethical requirements. She has had to make quite a few changes to existing workplace procedures and sends them out to all staff that will be affected by the changes, requesting their feedback. Zoey understands that she can't possibly cover every work situation or potential conflict or issue in these procedures, so she tries to ensure that these procedures provide workers with good general advice. Zoey asks Joseph, the Human Resource manager, for his advice on what situations would require referral, both within and external to the organisation. Joseph informs Zoey that this will require some thought, so they sit down together to go over all legal and ethical requirements. CHCCOMO005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 16 of 23 Question 6 ' Identify two (2) examples of information Zoey and Joseph need to consider about | privacy and confidentiality legislation when updating the procedures. I 1 | Assessor Use Only | Outcome: | Satfisfactory O Not Yet Satisfactory [ ' Comments: Question 7 Suggest three (3) examples of information Zoey should include in her procedure outline about privacy, confidentiality and disclosure. 1 Assessor Use Only Outcome: Satisfactory 0 Not Yet Satisfactory [ Comments: CHCCOMO05 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 17 of 23 Question 8 List at least four (4) questions Zoey should ask when updating the workplace informed consent procedures. 1 Assessor Use Only | Outcome: Satisfactory U Not Yet Safisfactory [ Comments: Question List three (3) ethical and legal requirements that Zoey should check with her supervisor when amending the workplace translation procedure. 1 Assessor Use Only Outcome: Satisfactory 0 Not Yet Satisfactory [J Comments: CHCCOMO005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 18 of 23 Zoey and Joseph now turn their attention to the organisation's communication policies and procedures. Question 10 List three (3) instructions relating to the use of tablets and applications that Loey should include in the workplace's communication policies and procedures. 1 Assessor Use 6'nl'y Outcome: Satisfactory O Not Yet Satisfactory O Comments: Question 11 List three (3) instructions relating to the use of podcasts and videos that Zoey should include in the workplace's communication policies and procedures. 1 | Assessor Use Only - Outcome: i Safisfactory O Not Yet Satisfactory O ' Comments: CHCCOMO005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 19 of 23 Question 12 List three (3) instructions relating to the use of newsletters and broadcasts that Zoey should include in the workplace's communication policies and procedures. 1 Assessor Use Only Outcome: | Safisfactory O Not Yet Satisfactory O | | Comments: Case Study 4 (Questions 13-21) Read the case study, then answer the questions that follow. Aarav is developing a training session for community services workers that will explain ways in which they can contribute to improvements in their workplace. Aarav wants to make sure that he doesn't exclude any important information that relates to the community services sector, so he asks Vivaan to review his training content. Vivaan has been working across the community services sector for over 30 years and is a wealth of information on links between services, service models, feedback processes and opportunities for skill and knowledge development. Question 13 Provide an example of the type of information Vivaan might share with Aarav regarding the relationships that exist between different members of the community services workforce. ' Assessor Use Only Outcome: Satisfactory O Not Yet Satisfactory [J Comments: CHCCOMO005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 20 of 23 Question 14 Briefly outline two (2) principles of rights-based service delivery that Aarav can include in the training session. 2 Assessor Use Only Outcome Satisfactory _ Not Yet Satisfactory Comments: Question 15 Briefly outline two (2) principles of person-centred approaches that Aarav can include in the training session. N Assessor Use Only Outcome Satisfactory _ Not Yet Satisfactory Comments: Question 16 Suggest the information Aarav can include regarding the characteristics and use of multi-disciplinary teams. Assessor Use Only Outcome: Satisfactory O Not Yet Satisfactory Comments: CHCCOM005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 21 of 23Question 17 Provide two (2) examples of information about team roles and responsibilities Aarav might include in the session to staff. 1 2 | Assessor Use Only Ouicome: Satisfactory O Not Yet Satisfactory O Comments: Question 18 What information might Vivaan provide to Aarav regarding the important role of support services? Assessor Use'Onrlry Outcome: Satisfactory 00 Not Yet Satisfactory O Comments: Question 19 List four (4) sources of community services funding that Aarav might mention in his session. 3 4 Assessor Use Only Outcome: Satisfactory O Not Yet Satisfactory O Comments: CHCCOMO05 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 22 of 23 Question 20 Suggest the key points Vivaan can share with Aarav regarding links and interrelationships between services. Assessor Use Only Outcome: Satisfactory _ Not Yet Satisfactory Comments: Question 21 Briefly outline the information Vivaan can use to describe the role of an organisation's structure in optimising support to its clients. Assessor Use Only Outcome Satisfactory O Not Yet Satisfactory Comments: Assessor: Complete the cover page, and add comments. CHCCOM005 Assessment V1.2 JAN24 Last Accessed 8 April 2024 page 23 of 23