Community Service and Case Management

Community Service and Case Management

Work within a relevant legal and ethical framework
Instruction:
Three tasks need to be done:

Task A: Complete ten (10) short answer questions based on the learning materials.
?? Task B: Case study. Complete eleven (11) short answer questions.
?? Task C: Complete six (6) short answer questions based on the
learning material.

CHCCS400C – Work within a relevant legal and ethical framework: Assignment 1
What you have to do
Students need to complete three (3) tasks:
• Task A: Complete ten (10) short answer questions based on the learning materials.
• Task B: Case study. Complete eleven (11) short answer questions.
• Task C: Complete six (6) short answer questions based on the learning material.
Task A
Students need to answer the following questions:

1. Why is it important for a worker in the Community Services Industry to follow their job description?

2. Define the term policy.

3. Define the term procedure.

4. Why do Community Services Industry workers need to work within agency policy and procedures? Provide three (3) reasons.

5. Give five examples of areas that should be covered in a policy/procedure manual.

6. Define the term legislation.

7. Define the term statutory requirements?

8. Define the term regulatory requirements?

9. List three pieces of legislation impacting on the Community Services Industry and state the purpose of each. Legislation has the word ‘Act’ in the title.

10. When gathering personal information from a client, what do you need to tell them?
Task B
Case Study
Read the following case study:
You are a family and community worker employed by a community-based organisation that is located in a public housing estate. You have been working with the following family for a number of months.
Julie has four children, aged 2-10 years old, and lives in a public housing estate in ‘Springvale’. You became involved with Julie’s family when she moved to the estate, having left Bill, the father of her children, due to experiencing domestic violence. Julie was granted public housing due to her single parent status, and she is receiving Parenting Payment (Single) from Centrelink. She was referred to your service, regarding her issues of isolation and parenting difficulties with her elder children.
The focus of your intervention has been supporting Julie in her parenting role, linking her with community resources and developing budgeting skills. Julie has never been notified to the state child protection services for suspected abuse of her children.
During recent visits, you are becoming increasingly concerned about Julie’s lifestyle. Arriving at Julie’s place in the morning, the flat is very chaotic, the older kids are always rushing off late to school, and the flat is very messy, with unwashed dishes and scraps of food lying around. The younger children seem to always be watching TV and there is evidence of heavy drinking the night before.
On your last visit, Julie informed you that Bill was moving in with her and the kids. Despite Bill’s heavy drinking, Julie is very lonely and not coping with the kids well on her own. She plans to keep this a secret from Centrelink and the state public housing department, as she may no longer be eligible for her financial benefits or subsidised housing.
While you acknowledge Julie’s feelings of isolation, you are very concerned for the children’s safety if Bill returns to the family home.
You decide that you need to discuss some of these recent developments with Julie. You are aware that Bill is very ‘anti-community workers’ and may react very negatively if he is there when you turn up. He has a history of bullying and threatening behaviour with community agencies that have assisted the family in the past.

Answer the following questions based on the case study:

1. How would you find out what your roles and responsibilities are as a family worker?

2. In this case study what would be your roles and responsibilities as the worker?

3. Consult the attached Job Description. From the job description state three (3) key responsibilities and discuss how you could apply each of the responsibilities to this family.

4. As the worker, identify and discuss two (2) ethical dilemmas in this case study. You need to state the ethical dilemmas from the learning material and discuss why it could be a dilemma for you as a worker.

5. What principles of ethical decision making would you need to be aware of when dealing with the ethical dilemmas you identified, and why?

6. Identify the factors that contribute to risk of harm of the children in this case study.

7. Identify and discuss your duty of care in relation to each family member?

8. If you were unsure about how to proceed in working with this family, what would you do next?

Read the next part of the case study and answer the following questions:
In the course of your work with Julie and her family, Julie expresses dissatisfaction about your work with her family. She is adamant that you have a vendetta against Bill, and that you have breached her confidentiality by discussing her situation with other services (such as Centrelink) and is accusing you of acting unprofessionally.

9. Identify Julie’s rights in this situation.

10. Identify the legislation that supports client complaints in this industry. Legislation has the word “Act” in the title.

11. Discuss how you would deal with Julie’s complaint.

Task C
Answer the following questions:

1. From the learning material, identify a model for working through issues and dealing with ethical dilemmas.

2. From the learning material, identify the significant ethical guidelines in the Community Services Industry.

3. From the learning material, identify ways that we can ensure client rights are upheld.

4. From the learning material, identify the basic organisational procedures that you will need to follow when managing a complaint.

5. At what point would you consider using an advocate or an advocacy service?

6. Define these terms:
• Abuse
• Neglect
• Risk
Job Description

Position: Family Support Worker
Location: Springvale Community Services (SCS)
Classification: Community Services Worker Grade 3
Social and Community Services Employees (State) Award
Hours of Duty: Full time position – 38 hrs/week

Position Objectives
To support community, families and individuals as an advocate, point of referral and/or resource.
Within Organisation
• Compliance with Springvale Community Service’s Code of Conduct, Goals and Objectives, Mission Statement and Policies and Procedures
• Compliance with all relevant Legislation, Regulations and Awards
• Compliance with relevant government funding requirements
• Compliance with individual scope of practice
• Maintain privacy and confidentiality of information within SCS
• Promote a positive image of SCS
• Maintain a commitment to SCS’s Corporate Plan
• Liaise with community service providers to plan and engage direct service provision
• Maintain effective communication and interpersonal skills
• Efficient and effective utilisation of resources as allocated under the level of responsibility for the position
Key Responsibilities
• Provide direct services to families and individuals that encompass, in consultation with the client(s), identification of issues/needs and implementation of a mutually agreed plan of referral and/or resource acquisition.
• Provide referral of clients to appropriate / specialist services as required
• At the request of the client, act as an advocate and/or support for clients accessing referral services and other agencies.
• Work within relevant legislation, regulations, codes of practice/conduct and organisational policy and procedures.
• Maintain factual and objective client records acknowledging the provision of the Privacy Act.
• Provide outreach services, as required
• Submit monthly operational and statistical report to the Co-ordinator of Springvale Community Services
• Perform other duties as requested by the Co-ordinator
• Actively participate in weekly staff meetings
• Participate in and contribute to the overall Springvale Community Services Strategic Plan
• Provide a weekly planner at beginning of each week outlining activities relating to the position role to the Co-ordinator
• Maintain ongoing professional development ensuring up-to-date knowledge of legislation, referral resources and current professional practices
Reporting Relationships
Liaise with:
• All SCS staff
• Government and Non-Government Agencies
Accountable to:
• Co-ordinator, Springvale Community Services

LA015666 Assignment 1 CHCCS400C Ed 4 1
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
CHCCS400C – Work within a relevant
legal and ethical framework:
Assignment 1
What you have to do
Students need to complete three (3) tasks:
x Task A: Complete ten (10) short answer questions based on the
learning materials.
x Task B: Case study. Complete eleven (11) short answer questions.
x Task C: Complete six (6) short answer questions based on the
learning material.
Task A
Students need to answer the following questions:
1. Why is it important for a worker in the Community Services
Industry to follow their job description?
2. Define the term policy.
3. Define the term procedure.
4. Why do Community Services Industry workers need to work within
agency policy and procedures? Provide three (3) reasons.
5. Give five examples of areas that should be covered in a
policy/procedure manual.
6. Define the term legislation.
7. Define the term statutory requirements?
8. Define the term regulatory requirements?
2 LA015666 Assignment 1 CHCCS400C Ed 4
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
9. List three pieces of legislation impacting on the Community Services
Industry and state the purpose of each. Legislation has the word
‘Act’ in the title.
10. When gathering personal information from a client, what do you
need to tell them?
Task B
Case Study
Read the following case study:
You are a family and community worker employed by a community-based
organisation that is located in a public housing estate. You have been
working with the following family for a number of months.
Julie has four children, aged 2-10 years old, and lives in a public housing
estate in ‘Springvale’. You became involved with Julie’s family when she
moved to the estate, having left Bill, the father of her children, due to
experiencing domestic violence. Julie was granted public housing due to her
single parent status, and she is receiving Parenting Payment (Single) from
Centrelink. She was referred to your service, regarding her issues of
isolation and parenting difficulties with her elder children.
The focus of your intervention has been supporting Julie in her parenting
role, linking her with community resources and developing budgeting skills.
Julie has never been notified to the state child protection services for
suspected abuse of her children.
During recent visits, you are becoming increasingly concerned about Julie’s
lifestyle. Arriving at Julie’s place in the morning, the flat is very chaotic, the
older kids are always rushing off late to school, and the flat is very messy,
with unwashed dishes and scraps of food lying around. The younger
children seem to always be watching TV and there is evidence of heavy
drinking the night before.
On your last visit, Julie informed you that Bill was moving in with her and
the kids. Despite Bill’s heavy drinking, Julie is very lonely and not coping
with the kids well on her own. She plans to keep this a secret from
Centrelink and the state public housing department, as she may no longer be
eligible for her financial benefits or subsidised housing.
While you acknowledge Julie’s feelings of isolation, you are very concerned
for the children’s safety if Bill returns to the family home.
You decide that you need to discuss some of these recent developments with
Julie. You are aware that Bill is very ‘anti-community workers’ and may
react very negatively if he is there when you turn up. He has a history of
bullying and threatening behaviour with community agencies that have
assisted the family in the past.
LA015666 Assignment 1 CHCCS400C Ed 4 3
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
Answer the following questions based on the case study:
1. How would you find out what your roles and responsibilities are as a
family worker?
2. In this case study what would be your roles and responsibilities as
the worker?
3. Consult the attached Job Description. From the job description state
three (3) key responsibilities and discuss how you could apply each
of the responsibilities to this family.
4. As the worker, identify and discuss two (2) ethical dilemmas in this
case study. You need to state the ethical dilemmas from the learning
material and discuss why it could be a dilemma for you as a worker.
5. What principles of ethical decision making would you need to be
aware of when dealing with the ethical dilemmas you identified, and
why?
6. Identify the factors that contribute to risk of harm of the children in
this case study.
7. Identify and discuss your duty of care in relation to each family
member?
8. If you were unsure about how to proceed in working with this
family, what would you do next?
Read the next part of the case study and answer the following questions:
In the course of your work with Julie and her family, Julie expresses
dissatisfaction about your work with her family. She is adamant that you
have a vendetta against Bill, and that you have breached her confidentiality
by discussing her situation with other services (such as Centrelink) and is
accusing you of acting unprofessionally.
9. Identify Julie’s rights in this situation.
10. Identify the legislation that supports client complaints in this
industry. Legislation has the word “Act” in the title.

11. Discuss how you would deal with Julie’s complaint.
4 LA015666 Assignment 1 CHCCS400C Ed 4
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
Task C
Answer the following questions:
1. From the learning material, identify a model for working through
issues and dealing with ethical dilemmas.
2. From the learning material, identify the significant ethical guidelines
in the Community Services Industry.
3. From the learning material, identify ways that we can ensure client
rights are upheld.
4. From the learning material, identify the basic organisational
procedures that you will need to follow when managing a complaint.
5. At what point would you consider using an advocate or an advocacy
service?
6. Define these terms:
x Abuse
x Neglect
x Risk
LA015666 Assignment 1 CHCCS400C Ed 4 5
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
Job Description
Position: Family Support Worker
Location: Springvale Community Services (SCS)
Classification: Community Services Worker Grade 3
Social and Community Services Employees (State)
Award
Hours of Duty: Full time position – 38 hrs/week
Position Objectives
To support community, families and individuals as an advocate, point of
referral and/or resource.
Within Organisation
x Compliance with Springvale Community Service’s Code of
Conduct, Goals and Objectives, Mission Statement and Policies and
Procedures
x Compliance with all relevant Legislation, Regulations and Awards
x Compliance with relevant government funding requirements
x Compliance with individual scope of practice
x Maintain privacy and confidentiality of information within SCS
x Promote a positive image of SCS
x Maintain a commitment to SCS’s Corporate Plan
x Liaise with community service providers to plan and engage direct
service provision
x Maintain effective communication and interpersonal skills
x Efficient and effective utilisation of resources as allocated under the
level of responsibility for the position
6 LA015666 Assignment 1 CHCCS400C Ed 4
© New South Wales, Department of Education and Communities 2013, Version 1, July 2013
Key Responsibilities
x Provide direct services to families and individuals that encompass, in
consultation with the client(s), identification of issues/needs and
implementation of a mutually agreed plan of referral and/or resource
acquisition.
x Provide referral of clients to appropriate / specialist services as
required
x At the request of the client, act as an advocate and/or support for
clients accessing referral services and other agencies.
x Work within relevant legislation, regulations, codes of
practice/conduct and organisational policy and procedures.
x Maintain factual and objective client records acknowledging the
provision of the Privacy Act.
x Provide outreach services, as required
x Submit monthly operational and statistical report to the Co-ordinator
of Springvale Community Services
x Perform other duties as requested by the Co-ordinator
x Actively participate in weekly staff meetings
x Participate in and contribute to the overall Springvale Community
Services Strategic Plan
x Provide a weekly planner at beginning of each week outlining
activities relating to the position role to the Co-ordinator
x Maintain ongoing professional development ensuring up-to-date
knowledge of legislation, referral resources and current professional
practices
Reporting Relationships
Liaise with:
x All SCS staff
x Government and Non-Government Agencies
Accountable to:
x Co-ordinator, Springvale Community Services

Recognise and respond when client rights and interests are not being protected
Contents
Support the client and/or their advocate/s to identify and express their concerns 2
Refer client and/or their advocate/s to advocacy services if appropriate 3
Follow identified policy and protocols when managing a complaint 5
Recognise witnessed signs consistent with financial, physical, emotional or sexual abuse or neglect of the client and report to an appropriate person as required 6
Recognise and respond to cultural/linguistic religious diversity, for example providing interpreters where necessary 13

Support the client and/or their advocate/s to identify and express their concerns
Helping clients to complain

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