Date

Summary of modifications made

Version

13 February 2017

Version 1 final produced following assessment validation.

v1.0

27 February 2017

Version updated with the following amendments:

Added response fields for Knowledge Assessments: WQ28

Wording of Case Study 1 scenario and task instructions

Additional wording to Case Study 2 and 3 – Assessor’s Checklists

v1.1

28 April 2017

Version updated with additional Case Study 4 relevant to case management supervision;

Updated ‘Resources Required for Assessment’;

Removed ‘Feedback’ section at the end of document.

v2.0

5 November 2018

Added ‘Agenda for the Debriefing Session’ in Workbook Checklist under Case Study 3

v2.1

27 November 2018

Changed instructions in page 76 and 77 for clarity.

v2.2

11 July 2019

Updated the Case Management Policies and Procedures in Case Study 4, Part B

v2.3

07 January 2020

Edited links to templates, forms, and documents in all case studies.

v2.4

WORKBOOK:

WORKBOOK 5

TITLE:

Case Management Part II: Working with Peer Case Workers

FIRST AND SURNAME:

     

PHONE:

     

EMAIL:

     

Please read the Candidate Declaration below and if you agree to the terms of the declaration sign and date in the space provided.

By submitting this work, I declare that:

I have been advised of the assessment requirements, have been made aware of my rights and responsibilities as an assessment candidate, and choose to be assessed at this time.

I am aware that there is a limit to the number of submissions that I can make for each assessment and I am submitting all documents required to complete this Assessment Workbook.

I have organised and named the files I am submitting according to the instructions provided and I am aware that my assessor will not assess work that cannot be clearly identified and may request the work be resubmitted according to the correct process.

This work is my own and contains no material written by another person except where due reference is made. I am aware that a false declaration may lead to the withdrawal of a qualification or statement of attainment.

I am aware that there is a policy of checking the validity of qualifications that I submit as evidence as well as the qualifications/evidence of parties who verify my performance or observable skills. I give my consent to contact these parties for verification purposes.

Name :     

Signature:      

Date:      

How can group dynamics support team performance? Give two (2) reasons and explain each.

     

     

How can group dynamics hinder team performance? Give two (2) reasons and explain each.

     

     

List and briefly explain, three (3) strategies that a team leader can implement that would support cohesion, participation and performance among team members.

Guidance: Each response must be no more than 100 words.

     

     

     

Explain three (3) strategies that can be used to gain consensus in a team meeting.

     

     

     

Identify and explain three (3) strategies that may be used to resolve a conflict between members of a team.

     

     

     

Briefly describe each of the following meeting terminologies.

Agenda

     

Chairperson

     

Minutes

     

Motion

     

Resolution

     

Quorum

     

Identify two (2) types of meetings that are conducted in organisations then briefly describe the structure of each using your words.

Guidance: Each response must be no more than 100 words.

Meeting

Description

     

     

     

     

Outline the eight (8) steps to follow when arranging meetings in the workplace.

     

     

     

     

     

     

     

     

Outline three (3) responsibilities of the chairperson before the meeting.

     

     

     

Outline three (3) responsibilities of the chairperson during the meeting.

     

     

     

Briefly describe each of the following options for conducting meetings.

Guidance: Each response must be no more than 80 words.

Face-to-face meeting

     

Teleconferencing

     

Web conferencing/video conferencing

     

Refer to the Meeting Arrangements Policy of Operation Hope.

Answer the questions in line with the requirements included in the organisation’s policies and procedures using your own words.

Describe the requirements for distributing the notice of the meeting and the agenda.

     

How is the meeting venue booked?

     

Who can chair the meeting?

Guidance: Describe how the appointment of chair is done in general meetings and team meetings.

     

Explain the tasks of the Chair during proposal of motions and resolutions.

     

Identify and differentiate the three (3) formats of meeting minutes.

Guidance: Each response must be no more than 100 words.

     

     

     

List five (5) items typically included in the format of a meeting agenda.

     

     

     

     

     

Explain how the following may impact group dynamics during a meeting.

Guidance: Each response must be no more than 100 words.

Personalities

     

Roles assumption

     

Coalitions

     

Leadership

     

Briefly discuss how the following legal and ethical considerations are applied in the area of case management. Think about both the service organisation and individual practice.

Guidance: Each response must be no more than 100 words and must be relevant to the case management supervision. You may refer to the codes and legislation which apply to your State/Territory.

Legal and Ethical Considerations

Application

Duty of care

     

Mandatory reporting

     

Privacy, confidentiality and disclosure

Guidance: Include the exceptions

     

Complaints

     

Codes of practice

     

Codes of ethics

     

In your own words, describe how each of the following supervision practices are applied in community services.

Guidance: Each response must be no more than 100 words.

Supervision Practice

Description

Group supervision

     

Peer supervision

     

Self-supervision

     

The following are some practice models of supervision in community services. Briefly describe each.

Guidance: Each response must be no more than 100 words.

Practice Model

Description

Narrative supervision

     

Person-centred supervision

     

Strengths-based approaches

     

How can a worker’s value and belief system impact on the supervision practice in the workplace?

Guidance: Each response must be no more than 150 words.

     

Refer to the Australian Association of Social Workers’ Code of Ethics. Using your own words, list three (3) culturally competent practices that caseworkers must comply with when working with clients.

Guidance: At least one (1) response must be relevant to working with Aboriginal and/or Torres Strait Islander people. Each response must be no more than 100 words.

     

     

     

Explain how the following culturally specific workers can be accessed to assist in providing effective services to clients

Guidance: Each response must be no more than 100 words. You may refer to the policies and procedures from your organisation if currently employed, or from services existing in your State/Territory.

State/Territory:      

Workers

How to access

Aboriginal/Indigenous community worker

     

Cultural support workers

     

Interpreters and translators

     

What are the responsibilities of case managers and supervisors, and community workers to minimise or eliminate risk involving their clients? List three (3) for each column below.

Case Managers and Supervisors

Community Workers

     

     

     

     

     

     

Identify three (3) responses that community service workers can provide for clients who are at risk (e.g. domestic violence, child abuse, homelessness, etc.)

     

     

     

List the five (5) steps which must be included in a dispute resolution policy in community services then briefly explain each using your own words.

Guidance: Each response must be no more than 100 words.

Steps

Explanation

     

     

     

     

     

     

     

     

     

     

List three (3) policies related to the dispute resolution for community service workers and volunteers.

     

     

     

Identify three (3) best practice interventions that a trained debriefer must do in a debriefing session.

Guidance: Each response must be no more than 80 words.

     

     

     

List the stages in Roberts’ seven-stage crisis intervention model in order.

     

     

     

     

     

     

     

In your own words, explain each of the stages in Gibb’s cycle of structured debriefing.

Guidance: Each response must be no more than 100 words and relevant to the role of case workers, and listed in the order of stages. Provide examples where necessary to support your response.

     

     

     

     

     

     

Caseworkers experience issues in their line of work that can cause them excessive stress or burnout. List two (2) physical, behavioural and emotional indicators of these experiences.

Physical indicators

     

     

Behavioural indicators

     

     

Emotional indicators

     

     

Explain the impact of each of the issues experienced by case workers below and two (2) possible organisational responses when they experience these.

Guidance: Each response must be no more than 100 words.

Issues

Impact to case workers

How to respond

Excessive stress

     

     

Burnout

     

     

Grief and loss

     

     

Violent or threatening behaviour

     

     

List three (3) strategies that case workers can utilise to manage their own work-related stress.

     

     

     

List two (2) internal and two (2) external referral sources for worker debriefing.

Internal

External

     

     

     

     

Answer the following questions about employee assistance programs (EAP).

What is an employee assistance program (EAP)?

Guidance: Your response must be no more than 100 words.

     

List three (3) examples of EAPs available in your state/territory.

State/Territory:      

     

     

     

Identify three (3) factors that need to be considered before a debriefing can be conducted. Explain each factor using your own words.

Guidance: Each response must be no more than 100 words.

     

     

     

Identify three (3) professional skills required from a person who will facilitate the debriefing process.

     

     

     

Refer to this scenario:

One of the community workers in your organisation arrives at the workplace looking anxious and distressed. This worker’s dad who has been hospitalised for a month, has passed away.

List three (3) best practice strategies you should consider when responding to this peer worker.

     

     

     

Refer to the Australian Community Workers’ Code of Ethics. Review the responsibilities of the worker then answer the questions following each scenario below.

Guidance: Briefly explain the part of the code which will support your answers.

A client who is experiencing depression has expressed to the caseworker the circumstances that brought about their condition. The client asks the caseworker if they could be given a hug so they could feel better. What must the caseworker do?

     

You found out that one of your male colleagues has been inviting your female teenage client to dinners and weekends for some time now. The client does not seem hesitant with the invitation and does not feel anything wrong with the gesture as they see each other after work hours. What should you do?

     

For this part of the assessment, you need access to the following:

Three (3) volunteers to roleplay as your team members

Guidance: Three members are required for the first case study scenario, and two for the second and third case studies. Volunteers may vary for each scenario but there must always be a ‘team’ present when you complete each set of case study.

Video recording device

Simulated venue for holding the meetings and debriefing session

Operation Hope is a service organisation delivering to various community care and social services programs in partnership with other service providers and stakeholders. One of the organisations, who often works with Operation Hope, has requested Operation Hope to develop and implement a program for refugee children. These children, along with their families, arrived in Australia some months ago to escape the conflict-stricken Syria.

You are working as a case manager for Operation Hope and your supervisor, Leia Fisher, assigns you to take lead in the development of this new program. You will be supervising and working with other caseworkers who have previously worked with people from culturally and linguistically diverse backgrounds and those who have worked with children’s cases. Your new team includes:

Finn McClelland, a caseworker who has extensively worked in communities

Jameela Nazari, a female caseworker who has an Arabic background

Sonya Pavlovna, a caseworker who handles children’s cases

Pierre Thomas, a regular youth volunteer

To open the project and welcome the team, your supervisor has asked you to conduct a formal meeting and discuss at least one (1) program that the team will develop and implement with the target group. You must also create a performance plan in the meeting that will be used by the members of the team to ensure the successful delivery of the program. Specifically, your supervisor has requested that you also discuss the following in your meeting:

Team purpose

Roles, responsibilities and accountabilities of each team member

Team performance plan

Possible issues, concerns and problems that may affect work performance

Processes to resolve performance issues

For this assessment, you will require the participation of three (3) volunteers who will roleplay as your team members in the meeting.

Guidance: Pierre Thomas will not be part of the roleplay in this meeting.

In addition, your volunteers are required to:

Receive and sign off documents relevant to the meeting.

Take the minutes for the meeting.

Guidance: Only one volunteer is required to do this.

Participate in the meeting including: planning, decision-making and other aspects of the meeting.

To guide you in setting up and conducting the meeting, refer to the Meeting Arrangements Policy at Operation Hope. Further guidance will be provided in the succeeding tasks.

Guidance: Ensure that you have briefed your volunteers about the roleplay activity, their roles, and responsibilities relevant to the assessment activity prior to starting.

For the purpose of this assessment, the meeting must be set on the 10^th of April 20xx, 9:00-10:30 AM at Boardroom A.

Develop the meeting agenda — refer to the requirements as discussed by your supervisor. Use the template from this link: Operation Hope Agenda.

Save the completed agenda using the filename: CHC52015-Subject 5-Agenda [Candidate’s Last Name, First Name]

You will use this in the succeeding tasks of this case study.

Book and confirm the venue for the meeting in this link: Room Booking Schedule

You may refer to this Room Booking Schedule Guide for the availability of rooms.

For this assessment, you must receive a notification in your email with the details of your booking as a confirmation. Take a screenshot of this notification and post it in the space provided.

Post the screenshot here:

Send a meeting invitation to your meeting participants through email. Your invitation must include:

Time and location of the meeting

Agenda you prepared in Task 1 – Step 1, as an attachment

Send this invitation to the following:

Actual email addresses of your roleplay volunteers

Guidance: Must be three (3) email addresses, one for each of your roleplay volunteer

Pierre Thomas:

[email protected]

When you have sent the email invite with the attached agenda, take a screenshot of the email with the date when it was sent. Post it in the space provided.

IMPORTANT! For this assessment, you must send the notice and the agenda seven (7) days prior to the date of the meeting which you will be recording with the volunteers, as required in Operation Hope’s Meeting Policy and Procedures.

Post the screenshot here:

For a meeting to be effective, it is important to establish protocols before the meeting commences. In the space below, write an email to your team members about five (5) protocols which should be implemented in the meeting you will conduct.

Your responses must specifically include rules on the following:

Time

Gadgets and electronics

Listening and speaking (i.e. presenting motions and resolutions)

Taking minutes

Guidance: The protocols you will include here must be implemented during the meeting. There is no need to send an actual email to the participants but you must brief your participants about these protocols prior to the meeting to be recorded.

To:

Finn McClelland <[email protected]>; Jameela Nazari <[email protected]>; Sonya Pavlovna <[email protected]>; Pierre Thomas <[email protected]>

Subject:

     

Message:

     

The minutes of a meeting is a documented account of the meeting proceedings and must be filed and distributed to relevant staff according to organisational policy. As the case manager and the person chairing the meeting, you need to assign a minute-taker from among your team.

For this assessment, you will require the following:

One of your volunteers who can be minute-taker

Guidance: They will be referred to as their character from the simulated scenario.

Copy of the meeting minutes template

A video recording device

Assign the minute-taker from your three (3) volunteers. Record a 3 to 5 minute video as you brief the minute-taker about the tasks that they need to accomplish during the meeting:

Record the date, time and venue (as per requirement)

Identify the attendees and apologies of the meeting

Take note of discussions, motions, and resolutions discussed

Provide a draft of the meeting minutes using the organisation’s template at the end of the meeting.

Guidance: The draft can be handwritten by the minute-taker as long as it follows the sections in the template and accurately documents the proceedings.

The appointed minute-taker must be present in the meeting that you will conduct.

Save the video using the filename: CHC52015-Subject 5-MinutesBrief [Last name, First Name] and submit it to your Assessor.

This part of the assessment will require you to conduct and chair the meeting based from the agenda you have sent in Task 1.

You will require the participation of your three (3) volunteers who will roleplay as your team members: Finn McClelland, Jameela Nazari and Sonya Pavlovna. The youth volunteer, Pierre Thomas, has informed you two (2) days earlier that he will not be attending the meeting because of a personal task.

Guidance: The assigned minute-taker must be present in the meeting.

You will also require the following for the meeting:

Video recording device

Pen and paper (for participants and minute-taker, as necessary)

Copy of the agenda for each participant

Meeting minutes template

IMPORTANT:

This assessment requires you to record a video of the actual meeting which you will facilitate. Before you start the meeting and its recording, ensure that you have briefed the participants on the following:

their roles in the meeting including what will be discussed

the minute-taker and their tasks

the protocols of the meeting which you listed in Task 2

Guidance: Your Assessor will observe from your video submission if these have been implemented.

The entire meeting must be 90 minutes long. Only an excess time of 10 minutes will be allowed and must be documented in the meeting minutes accurately as excess time/overtime. Any video submission longer than what is required will be marked as not satisfactory.

In this meeting, you must be able to discuss ALL the items included in your agenda. Ensure that you follow the duration provided to avoid overtime.

This roleplay assessment is broken down into a series of tasks which will require documentation of the discussion and outcome in the video recorded meeting.

Unless specified in the Task instructions, all discussions must be documented in the meeting minutes template. The draft minutes used by the minute-taker will be submitted as part of this assessment.

To successfully complete each part of the meeting, you must review each task that follows before commencing the meeting.

Facilitate the meeting. Ensure to open the meeting as appropriate, including a roll call of attendees and apologies. Then briefly clarify the businesses to be discussed as included in the agenda.

Discuss the program that your team will be developing and implementing for the local community, considering the target clients.

Guidance: Provide only a brief overview of the program.

Discuss the team purpose in relation with the program. This must be in line with the goals, plans and objectives of the organisation. Refer to this document: Operation Hope Goals, Objectives and Plans

These must be documented in the meeting minutes under “Planned new business”.

Develop a performance plan for the team which will be used when the planned program is to be implemented. Use this template: Operation Hope Performance Plan

The team must be able to develop:

three (3) general goals of the team relevant to program to be implemented

one (1) strategy each to achieve each goal

two (2) responsibilities of each team member assigned for each goal (all members must have assignments including those not present)

one (1) expected outcome of their performance

timeframe for each goal to be completed

three (3) key performance indicators (KPIs) for the team

Guidance: KPIs must be relevant only to the program being developed

three (3) support strategies you can provide the team as their team leader to achieve the goals

Incorporate in the performance plan, the following details, assuming that these have been provided by stakeholders during your initial meeting with your supervisor.

The initial implementation of the program must be set to 30 days.

A needs assessment must be conducted as relevant to the program.

The team may collaborate with the local community council when requiring resources available within the community.

Discuss at least two (2) issues that can affect the team’s achievement of the goals they have set and at least one (1) strategy to resolve each issue.

The discussion of the performance plan must be documented in the meeting minutes and the performance plan template must be completed.

Save the completed Performance Plan template using the filename: CHC52015-Subject 5-PerformancePlan [Last name, First name]

Submit it to your Assessor at the end of the meeting.

Ensure that you have discussed all the parts of your agenda before the meeting adjourns. Summarise the key points of the meeting.

When done, you must submit the following:

Video recording of the meeting

Save using the filename: CHC52015-Subject 5-FormalMeeting [Last name, First name]

Guidance: The recorded date of the video will be checked by your Assessor. It must be not less than seven (7) business days from the date when you sent the agenda, e.g. if the agenda was sent in 5 March 20xx, the meeting must have been recorded at 14 March 20xx onwards.

Draft meeting minutes signed off by the minute-taker

Save using the filename: CHC52015-Subject 5-DraftMinutes [Last name, First name]

Guidance: If the minutes were handwritten, submit a scanned copy of the draft. It must be in line with the templates for the formal meeting minutes.

Performance Plan template (from Roleplay Task 2 – Part 2)

Save using the filename: CHC52015-Subject 5-PerformancePlan [Last name, First name]

A timestamp reference for the video recording

Save using the filename: CHC52015-Subject 5-VideoGuide [Last name, First name]

Guidance: There is no required format for this submission. This guide will be used by your Assessor to easily find the parts of your video submission. You may use your agenda as guide, e.g. Team performance plan (0:40 – 1:00).

ASSESSOR’S CHECKLIST

For Assessor’s use only

Tick YES on every item where the candidate is SATISFACTORY as per video submission.

Criteria:

YES

NO

The candidate opened, facilitated and adjourned the meeting as required.

☐

☐

The protocols established by the candidate have been implemented during the meeting.

☐

☐

The meeting provided opportunity for participation from all team members.

☐

☐

Participants were included in the decision-making process of the meeting.

☐

☐

Issues were discussed during the meeting.

☐

☐

The candidate managed to drive the focus on the topics of the meeting.

☐

☐

The meeting started and ended on time.

☐

☐

Each agenda item was discussed according to set duration.

☐

☐

Other comments:

     

Conduct a follow-up on the meeting you facilitated. For this assessment, you need to finalise, store and distribute the documents required for the meeting as required by the organisation’s policy.

Refer to the draft meeting minutes completed during the meeting. Check the document for accuracy of its content based from the meeting conducted. Finalise the document using the organisation’s template for formal meeting minutes. Ensure that these are free from errors and any formatting issues.

Save the final version of the meeting minutes using the filename: CHC52015-Subject 5-FinalMinutes [Last name, First name]

Submit this to your Assessor.

Guidance: Ensure that you keep track of this file as you will need this for the tasks later.

Send a copy of final meeting minutes and the completed and final version of the Performance Plan to the attendees of the meeting. In your email, provide a summary of the outcome of the meeting and inform them that there will be a follow-up meeting after seven (7) days.

Guidance: The follow-up meeting date must be after 10 April 20xx.

Ensure that the documents will be distributed to ALL team members in line with the organisation’s meeting policy.

For this procedure, you require the email addresses of your participants.

Take and post a screenshot of the email notice you have sent. Specifically, it must contain the following:

Date when you sent the documents (in line with the organisation’s policy for team meetings)

Documents attached

ALL recipients of the email (including Pierre Thomas)

Summary of the outcomes of the meeting

Post the screenshot here:

Collate the documentation of the meeting in a file folder in your computer using an appropriate filename (use the required filenames from the previous tasks):

Agenda

Final meeting minutes

Final performance plan

Guidance: For security and privacy purposes, the organisation does not recommend cloud storage for storing these documents.

Take and post a screenshot of the file folder and its content on the space provided.

Post the screenshot here:

The program you have developed has been approved by the supervisor and the stakeholders. To ensure that the plan will be successful, you are required to develop policies and procedures that:

Ensure team members take responsibility for their own work

Ensure that issues, concerns and problems identified by team members are recognised and addressed

Refer to Performance Plan completed in Task 3. You have identified there the roles and responsibilities of your team members. Write a short policy that will ensure that each member of the team are taking responsibility for their own work. Limit your scope to the assessment and review process for the employees’ performance.

Include processes on how issues, concerns, and problems identified by team members will be addressed.

Use the policy template for your responses.

Save the document using the filename: CHC52015-Subject 5-Policies [Last name, First name] and submit it to your Assessor.

After the successful delivery of your program for refugee children, your team is assigned to a remote community occupied by Aboriginal peoples. Operation Hope has been working with indigenous and multicultural communities for some time now and most of the programs focussed on improving the lifestyle of community members have been widely participated in.

Your team is working in a program called Fitspire, a fitness program that aims to improve the overall health of Aboriginal adults through regular physical exercise and health education. Based on the assessment conducted in the community, the mortality rate of the Aboriginal adults has increased for the past two years. This is caused by cardiovascular problems, obesity and excessive smoking. The program is set to be completed by 12 weeks and a community follow-up to be conducted once a month at the end of the 12-week program.

Fitspire is now in its fifth week in the assigned community and based from the reports submitted by the team members, some of the goals set within this timeframe were not yet met. Due to the success of the previous program, the team members felt pressured by this outcome. Read the reports about Sonya and Finn’s wellbeing after their latest health check.

You are aware that this would highly affect the team performance and the expected outcome of the program. Your task is to monitor the stress and emotional wellbeing of Sonya and Finn and provide support to address these issues.

Guidance: Before commencing with the assessment, ensure that you brief your volunteers about their roles. Explain with them the scenario and situations concerning Sonya and Finn’s health and wellbeing.

Download the Workplace Stress Checklist completed by Sonya and Finn. Review the responses they provided and identify two (2) areas where the employees have identified as reasons for workplace stress.

Guidance to the survey score: For items 1-7, count the responses with scores of ‘1’ and ‘2’. For items 8-9, count the responses with scores of ‘3’ and ‘4’. The items with the scores will show the reasons for employee stress at work.

Refer to the organisation’s WHS policies and procedures on workplace stress to guide you in what further actions must be taken in relation to the reports about Sonya and Finn’s wellbeing.

Answer the following questions:

What are the two (2) prevalent workplace stress issues according to the reports from Sonya and Finn?

     

     

Based on the issues identified, list two (2) support strategies provided by the organisation that can be implemented for the employees experiencing workplace stress.

     

     

You need:

Two (2) volunteers who will roleplay as Sonya and Finn

Guidance: They will be referred to as Sonya and Finn in this assessment.

A video recording device

Facilitate an informal team meeting with Sonya and Finn to discuss about their stress and emotional wellbeing which you reviewed from the reports. In your discussion, identify three (3) strategies which your team can integrate into work practice to minimise recurrence of work-related stress.

Guidance: The meeting must be done separately in accordance with the organisation’s policy.

Ensure to provide feedback to each of your team members to encourage, value and reward their efforts and contributions in the team.

Each meeting must:

Be recorded in a video no more than 10-minutes long

Save the video using the following filenames:

Sonya: CHC52015-Subject 5-MeetingSonya [Last name, First name]

Finn: CHC52015-Subject 5-MeetingFinn [Last name, First name]

Have documented meeting minutes at the end of each session. Use this template: Operation Hope Meeting Minutes (informal)

Sonya: CHC52015-Subject 5-MinutesSonya [Last name, First name]

Finn: CHC52015-Subject 5-MinutesFinn [Last name, First name]

Submit these.

ASSESSOR’S CHECKLIST

For Assessor’s use only

Tick YES on every item where the candidate is SATISFACTORY as per video submission.

Criteria:

YES

NO

The candidate followed the conventions of an informal meeting.

☐

☐

The candidate provided feedback that is encouraging, valuing and rewarding.

☐

☐

Candidate supported the team in identifying work performance problems.

☐

☐

Reflective and ethical strategies have been developed to improve work practice.

☐

☐

The candidate provided ssupport and practice advice to team members.

☐

☐

Other comments:

     

A team of caseworkers has been assigned by Operation Hope to a drug and alcohol rehabilitation centre. They were specifically assigned to a group of recovering drug users. The members of the recovery group have not yet gone through any therapy or counselling programs.

Two caseworkers, Karl Summers and Eve Carlton, have submitted reports to HR about their experiences in the centre, particularly with a client named Wayne. Refer to the following Critical Incident Report Forms completed by Karl and Eve on three consecutive instances:

Report on 06/02/20xx

Report on 08/02/20xx

Report on 13/02/20xx filed by Karl

Report on 13/02/20xx filed by Eve

After the last incident, Eve and Karl were reluctant to return to the centre. Eve said she felt scared and restless, thinking that if they go back, the client could do worse. Karl meanwhile doesn’t want to go back either. He said that Wayne has no chance of recovering. Karl started to become irritated with loud noises and would often become angry when someone keeps asking him questions.

Your supervisor Leia Fisher asked you to facilitate a structured debriefing with the two caseworkers so they could be back on their work as usual. Refer to the organisation’s policy on critical incident debriefing: Operation Hope WHS Policies and Procedures.

Guidance: Before commencing with the assessment, ensure that you have read all the incident reports attached and brief your volunteers about their roles. Explain with them the scenario in relation to the incidents experienced by Eve and Karl.

Ensure that you have reviewed all the incident reports completed by Karl and Eve. In the space provided, write an email to Karl and Eve to advise them of the debriefing session. Include the date, time and venue of the debriefing and a short description of why they must attend.

Guidance: It must be conducted according to the timeline required by Operation Hope’s policy and procedures on Critical Incident Debriefing (CID).

You may refer to this Room Booking Schedule to select the venue of the session.

Ensure that you follow the organisation’s policy about conducting debriefing.

Guidance: For the purpose of this assessment, the debriefing session must have a maximum time of 30 minutes. There is no need to send an actual email.

To:

[email protected]; [email protected]

Cc:

[email protected]

Subject:

     

Message:

     

List at least three (3) ground rules that you will be establishing during the debriefing session.

Guidance: These must be included in the debriefing session you will be recording.

     

     

     

You need:

Two (2) volunteers who will roleplay as Karl and Eve

Guidance: They will be referred to as Karl and Eve in this assessment.

A video recording device

Staff debrief template

Prepare the simulated venue of the debriefing you will conduct. Ensure that the place will allow you to establish a safe environment as you conduct the session.

Ensure that the volunteers who are roleplaying Karl and Eve are briefed about the incident to help them get through with the task.

Fill out the first part of the Staff Debrief Template which includes the following:

Date of debriefing

Time

Venue

Name of debriefer

Name of participants

Location of incident

List the agenda for the debriefing session. Identify also at least two (2) debriefing techniques that you will use for the participants to assist them in exploring their emotions and experiences to reflect better on the issues involving the incident.

Your agenda must include the following:

How the session will start (ensure that the ground rules will be discussed)

How the incident will be discussed

Debriefing techniques to be incorporated in the session

Guidance: Discuss how this will be done in the actual session.

Planned outcomes after the session (you may refer to the Staff Debriefing Template for guidance)

Conduct the debriefing session and record it in the video. The session must:

Be no more than 30 minutes long

Be able to provide information asked for in the template

It must:

Include reflective and ethical practice strategies for future situation occurrence

Use appropriate questioning to encourage discussion of concerns

Provide support, practice advice and direction to staff involved in line with the policies and procedures of the organisation and professional standards

Provide advice to staff involve about the legislative provisions relevant to case management including worker and organisation responsibilities

Guidance: This information will be completed in a separate observer form.

Discuss all topics included in the agenda

Utilise the debriefing techniques specified in the agenda

Save the video using the filename: CHC52015-Subject 5-Debriefing [Last name, First name] and submit to your Assessor upon completion of this workbook.

Complete the Staff Debrief Template. Save it using the filename: CHC52015-Subject 5-StaffDebrief [Last name, First name] and submit to your Assessor upon completion of this workbook. The template must be signed by the volunteers at the end of the session.

Complete the Assessor/Observer’s Checklist included in this workbook which will be used as basis of your assessment.

At the end of the session, you must be able to identify which staff needs additional support.

Guidance: You must keep this response for the next task.

ASSESSOR/OBSERVER’S CHECKLIST

To the Assessor: Tick YES on every item where the candidate is SATISFACTORY as per video submission.

To the Candidate: Provide responses on the questions required about the debriefing section you conducted.

Criteria:

YES

NO

List two (2) reflective practice strategies developed with workers.

     

     

☐

☐

List two (2) ethical practice strategies developed with workers.

     

     

☐

☐

List two (2) support, practice advice and direction provided to staff..

     

     

☐

☐

List two (2) legislative provisions relevant to case management which you advised the staff. Briefly describe each.

     

     

☐

☐

For Assessor only:

YES

NO

The debriefing was conducted in a safe environment.

☐

☐

The debriefing facilitated open discussion.

☐

☐

The candidate used two (2) debriefing techniques during the session.

(e.g. pair and share, metaphoric methods, action and reflection, etc.)

☐

☐

The candidate used appropriate questioning techniques to encourage discussion of concerns.

(e.g. open and close questions, funnel questions, probing or trigger questions, etc.)

☐

☐

The debriefing was conducted according to the structure provided.

☐

☐

Other comments:

     

After the debriefing, during which you have assessed that Karl and Eve require additional support, you will follow-up with your supervisor.

Write an email to your supervisor to report about the outcome of the debriefing. Advise them of your assessment about the person requiring additional support and explain why that support is needed. Specify what type of support must be provided for them.

Guidance: There is no need to send an actual email.

To:

[email protected]

Subject:

     

Message:

     

You are Sam Bruntwell, a case manager at ReachOut Services, Inc., and your supervisor James Glasgow assigned to you the supervision of two (2) new caseworkers in the organisation. The caseworkers are assigned to different clients whom they will be working with.

Natalie Collins is assigned to Madvi

Tyler Johnstone is assigned to John Takai

You will need access to:

Two (2) volunteers who will roleplay as Natalie and Tyler

A video recording device

This Case Study section is divided into two sets, one for supervising Natalie, and another for supervising Tyler.

Note: Read through each set of scenario and task to guide you in completing this assessment.

For the purpose of this assessment, ReachOut Services, Inc. is located in your state/territory.

THE CLIENT – SCENARIO 1

Madvi, 15-years-old is from an Indian family who migrated to Australia five years ago. Their family lives in a local community where most migrant Indians also reside. Madvi’s father, Dinesh, is a trader, but times have gone hard, and the family is starting to experience financial challenges. Dinesh has five other children who are still young, and he is the sole provider for the family. Madvi and her second sibling attend school, two others have stopped, and the two younger siblings are still toddlers.

One of the men working with Dinesh told him that if Dinesh lets him marry his daughter Madvi, he would have one mouth less to feed. The offer seems agreeable to Dinesh, and he tells the family about it.

As a typical teenage girl who has been exposed to mainstream Australian culture, Madvi expresses her disagreement with her father’s plan. Dinesh is angered by his daughter’s response and starts to slap and smack her as punishment. Dinesh thinks that his daughter will change her mind; he tells her again in the week that follows to get married to support her family. Madvi still disagrees, both of her parents beat her and do not allow her to leave the house or even go to school.

The teenage girl overhears her parents talk that they have no choice but to ask the man to take Madvi from their home so they could still be married. Madvi is afraid of her parents and calls her friend’s mum, Carol Ford, whom she likes talking with in school. Madvi asks Carol if she could stay in her house. A week later, Carol Ford phones ReachOut Services, Inc., to ask what can be done about Madvi’s situation.

Send instructions to Natalie via email to assist her in collecting initial information about Madvi. Consider the following:

Madvi had previously called Kids Helpline because she feels that her parents never listen to her.

Madvi’s has been visited once by a Child Safety officer over a neighbour’s report that Dinesh beats his children when angry.

Madvi likes to talk with her friend’s mum, Carol but never tells her about her father until she runs away.

In your email, inform Natalie that an assessment of the client will be conducted and she must collect initial information to assist them. Your email must specifically contain the following: