CHCDIS005 - Develop and provide person-centred

service responses

Work with the person to

develop and implement
person-centred responses

Review and monitor

person-centred responses

Provide service delivery

within a quality
framework

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 TOPIC 1- WORK WITH THE PERSON TO DEVELOP AND
IMPLEMENT PERSON-CENTRED RESPONSES

Collaborate with the person with disability and/or

their family and/or carer and/or relevant others in
actively developing responses that meets the
individual’s aspirations, needs, rights and preferences
◦ It is essential that a collaborative approach is taken when working with the person with a disability
and their family in order to ensure that the most appropriate service delivery option is able to be
selected for that person.

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 Current best practice approaches for service delivery

◦ According to accreditaion standards within the community services

industry client have the right to:
◦ Services that meet the clients needs
◦ Transperancy in quality requirements and indicators
◦ Foster a culture of continous improvement
◦ Supported feedback

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 Legal and ethical considerations for working with
people with disability:

◦ Discrimination
◦ Dignity of risk
◦ Duty of care
◦ Human rights, including the united nations convention on the rights of persons with
disabilities (UNCRPD)
◦ Mandatory reporting
◦ Privacy, confidentiality and disclosure
◦ Work health and safety
◦ Principles of empowerment

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 Put in place mechanisms to ensure the person’s support
information is accurately recorded, maintained and applied
to future support activities and responses
It will be necessary to ensure that a range of
mechanisms are put in place in order to ensure that the
persons support information is accurately recorded
maintained and applied to future support activities and
responses.
◦ Record support information
◦ Support information will need to be documented in a manner that the organisation
agrees with. Support information will need to be documented onto appropriate paper
work and forms and must include the required amount of detail and instructions.

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 Forms and recording mechanisms for support
information
◦ Support information may be recorded on:
◦ Formal skills assessment tools
◦ Lifestyle planning tools
◦ Observation checklists
◦ Assessment tools specific to the organisation
◦ Assessment tools specified by the specialists

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 Types of support information to be documented
◦ It is necessary to ensure that appropriate types of support information
are able to be successfully recorded in order to ensure that they will be
able to be used in the future to inform on other support activities.
◦ The following information will need to be documented:
◦ Client details
◦ Details of the assessment meeting
◦ Approved tools used
◦ Methods used to determine needs
◦ Outcomes of the needs test
◦ Appropriate opportunities that will be put forward for the client
◦ Details of any plans or agreements
◦ Any relevant notes regarding the client and their specific needs

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 Uses for support information

◦ Support information is extremely important and will provide a structure

for the current and future development and support plans that will be
created as well as provide a document trail for the steps that the
organisation has taken in order to both assess the needs of the client
and also to identify realistic and relevant learning opportunities based
on the assessment undertaken by the client.

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 Level of detail required for support information

◦ In order for them to be useful to the client and support staff they will
need to be detailed and informative and recorded onto the correct
template or program. Assessment outcomes should then be placed in
the client file and shared with relevant internal and external parties as
agreed by the client and as required.

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 Develop the required responses that cater to
individual differences, rights, needs and
preferences
When providing responses to the range of information
that has been collected from the client it is essential
that a range of activities are conducted in order to
ensure that the clients individual differences, rights
needs and preferences are effectively upheld as
required.
◦ It is essential that all of the service delivery options and responses to the client are
developed specifically for their individual needs and ensuring that all of their rights,
needs and preferences are met by the options.

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 Rights-based approach
◦ Rights based approaches in community service are focused on ensuring that all of the
rights of all clients are upheld at all times. It is essential to ensure that all rights of the
client are known, explained to the client and then upheld at all times.
◦ Person-centred practice
◦ Person-centred approaches to community service delivery are focused directly to the
needs and desires of the specific individual, it has been determined that the most
effective type of community services responses are those that foster a person centred
approach.

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 Strengths-based approach

◦ It is important for the community services worker to develop a

relationship with the client that allows them to understand what
motivates and inspires the client and where the clients develops their
own feeling of strength and energy from.
◦ These positive feelings and characteristics must be celebrated and harnessed in order to
activate the strength and energy that a client will require access to in order to be
successful over a long period of time and achieve their goals.

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 Access and equity
◦ Access and equity is the act of promoting fairness while distributing
resources and opportunities, particularly to those in need
◦ The following guidelines should be considered:
◦ Ensuring that individuals from culturally and linguistically diverse backgrounds are
presented with information in manner which they can understand
◦ Provide material in multiple languages and provide a translator when possible
◦ No one should be excluded from taking part or being employed by the organisation based
on race, gender, sexual orientation, disability, or country of birth
◦ Services should be designed and delivered on the basis of accessibility to all who qualify
to use them
◦ Holding meetings and services in locations that have access for handicapped individuals
◦ Encourage members from diverse backgrounds to seek employment or use of services
from the organisation.

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 Communicate the needs of the person to family
and/or carer and/or relevant others as appropriate
It may be necessary to communicate the needs of the
client to their family or carers and other service
providers as appropriate.
◦ Ensure information communicated meet confidentiality requirements
◦ It is essential to ensure that all information provided to young people and their families is
provided in a way that respects their right to confidentiality.

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 Guidelines for the appropriate communication of
information

◦ The following are some guidelines that can help a worker to protect the
confidentiality of client information:
◦ Client information should never be discussed in a social environment with friends, family
or co-workers
◦ Any information kept on a client should pertain only to the service that they are taking
part in.
◦ Clients personal details should never be shared in a public forum such as meetings,
websites on notice boards
◦ Client information cannot be released to third parties including family members unless it
is done so for reasons of medical safety of the client or the community.

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 The importance of accurate information

◦ The information given to clients’ must be factual, clear and concise in

order to be of any help to the client
◦ Clients of community services are often people that are in tenuous circumstances that
require the utmost level of care and accuracy in order to produce positive outcomes.
◦ This makes it essential that information and advice given to the clients must present to
them in a way that they understand

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 Types of information that may need to be
communicated

◦ There is a range of information that may need to be communicated to

clients or their families in order to ensure that they are able to ensure
that the client receives the support that has been determined for them.
◦ Support information that may need to be communicated includes:
◦ Options for service
◦ Agreements made with the client
◦ Specific needs
◦ Particular areas to focus on
◦ Learning and development needs
◦ Preferences of the client
◦ Instructions on providing the service

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 The importance of family involvement

◦ It is essential to ensure that the family and carers are included in the
information sharing process in relation to the client to ensure that all
provisions for support will be able to be upheld and at times carried out
by the family or carers.
◦ Involving them and including them is an excellent way of ensuring that all decisions made
will be upheld appropriately.

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 Make available appropriate resources
It is important to ensure that you have access to the
required resources to continue to assist the clients
towards their goals.
◦ These resources must be identified, accessed and then allocated
according to availability of the services. There are a number of different
types of resources that may be required. These resources may be
internal or external to your department’s jurisdiction.

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 Referrals

◦ Situations where outside referral may need to be sought include:

◦ The client may need to be assessed by a specialist
◦ Counselling services may be required
◦ Special or expert support may be required
◦ Referral in the act of referring or directing a client to a service that is
able to better meet their needs when you cannot.

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 Clients resources
◦ One of the most important aspects of dealing with clients is managing
their expectations.
◦ The current commitments in time and resources of the client as well as the service
providers must be checked to ensure that the capacity to reach the goals that the worker
and the client agree upon is present.

Client capacity
◦ Clients must have the capacity to undertake the actions that are to be
undertaken or else they will not engage fully in or simply fail to be
present for the activities.
◦ They must be committed and confident that their goals can be reached before they begin
the process of creating a plan or the plan will have a high chance of not being successfully
completed.

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 Service provider capacity

◦ Services are provided in a limited capacity, therefore they are usually

not readily available for all clients at all times. Workers must be aware
of the availability of services when discussing options and plans with
the client.
◦ This is especially important when dealing with outside organisations as service
providers that clients may be referred to

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 Seek provision of services from other workers or
agencies as required
It may be necessary to seek provision of services from
other workers or agencies as a part of the response to
support the client’s needs.
◦ It is essential to ensure that clients are receiving a level of service and
support that is relevant to their needs at all times.

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 Why further support services may be required

◦ A community services organisation will have a range of services that is

can provide within its scope of service options that it is both qualified
and able to provide.
◦ If a client presents with needs that require services or support that are outside the scope
that the organisation is able to provide internally, community service workers will be
required to apply procedures that are accepted and planned by the organisation.

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 Ensuring that the service is appropriate for the client

◦ When providing holistic and specialised services to clients it is essential

that the client understands the reasons why certain external services
may be required and is involved in all decision making processes.
◦ One of the main principles of working in community services is to provide clients with
empowerment and assist in decision making to enable clients to make more informed
and better decisions to improve their own quality of life and take and maintain control.

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 Relevant networks and services in the broader
community

◦ There are a large range of networks and services within the community
services industry that may be able to provide more specialised and
appropriate service to the client that the organisation or the community
services worker may be able to provide.
◦ Specialist support may include:
◦ Health professionals
◦ Careers and employment advice
◦ Financial counselling
◦ Family and relationship counselling
◦ Child Protection officers
◦ Mental health professional
◦ AOD detox, withdrawal and support
◦ Child care
◦ Centrelink officers

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 Maintain all relevant documentation relating to the person
and the service delivery and communicate in accordance
with organisation procedures
It is essential to ensure that all relevant documentation
relating to the person and their service delivery so that
it may be able to be communicated according to
organisational policies and procedures.

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 Relevant documentation

◦ There are a variety of different documents that will need to be

maintained for the client. The purpose of assisting a client to make a
series of decisions related to their needs is to ensure that positive
change and progress can occur as it should.
◦ Purpose of the documentation for the client
◦ Purpose of the documentation for the community services organisation

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 Communicating information

◦ There are a range of personnel that may need to receive copies of these
documents depending on the situation and organisation is providing the
support and service in response to the specific person centred needs of
the client.
◦ Reports may need to be made to:
◦ Supervisors
◦ Specialist advisors
◦ Other service providers
◦ Carers
◦ Clients
◦ Family
◦ Referral services
◦ Advocates
◦ Mandatory reporting organisations

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 Ensuring information and reporting is appropriate for
the intended purpose

◦ It is essential that the counselling provider is aware of the correct

recording and reporting procedures and requirements for each of the
different types of records and reports that will need to be made.
◦ Documents and reports that may need to be filled include:
◦ Referrals
◦ Case notes
◦ Case plans
◦ Government reports
◦ Funding agreements
◦ Counselling notes

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 Accuracy and format
◦ All relevant documentation will need to be clearly and accurately filled out,
transferred, reported, shared and stored according to organisational policies
and procedures and legislative requirements.
◦ Privacy
◦ It is essential that all documents and records that contain personal information
regarding the client and the clients’ treatment plan and situation are stored
and handled according to the required confidentiality and privacy requirements
that pertain to that information.

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 Communication guidelines

◦ It is essential that only authorised personnel have access to confidential

client information and this information should only be shared with
other personnel or service providers
◦ It is essential that if client information needs to be shared with other service providers or
specialists it is essential that the client has given consent prior to the sharing of any
documented information or reports containing personal client information.

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 TOPIC 2- REVIEW AND MONITOR PERSON-CENTRED
RESPONSES

Review and measure effectiveness of responses in

meeting the person’s needs and preferences, in
consultation with the person, family and/or carer
and/or relevant other
◦ All reviewing and measuring of effectiveness of support services will
need to be conducted in consultation with appropriate people, such as:
◦ Client
◦ Family
◦ Carer
◦ Relevant other
◦ Other service providers

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 Consultation

◦ Consultative processes are an extremely important technique that must

be widely used during the assessment and review of the response to
the client’s needs.
◦ Involving a range of people that are involved with the client is important in:
◦ Causing feelings of ownership and engagement in support decisions
◦ Generating positive change and discussion
◦ Supporting the client
◦ Ensuring clients feel listened to and supported
◦ Ensuring the responses and support decisions made are suited to the needs of
the client

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 Review and evaluate responses and support provided

◦ It is important to constantly review outcomes of the services provided

to clients according to organisational policies and procedures to ensure
that the services selected and responses provided are still the most
appropriate for a client.
◦ When providing responses and support to a client’s needs in the community
service environment monitoring and reviewing is one of the most important
aspects of managing your client.

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 Purpose of reviewing and evaluation
◦ There are a number of reasons that reviewing and evaluation of
responses is required and these include:
◦ Ensuring that the responses and support provided are still relevant to the client
◦ Referring to new services
◦ Determining extra support requirements
◦ Monitoring progress towards goals
◦ Dealing with issues
◦ Client needs may change
◦ Services provided may no longer be available

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 Factors to evaluate

◦ It is essential that when service or response is delivered it is outcomes

focused and this means measuring meaningful indicators of increases in a
clients’ quality of life or progress towards goals as a result of the services
and support provided.
◦ Factors to monitor include:
◦ Level of independence
◦ Level of reliance on program
◦ Minimisation of risk factors
◦ Increases in happiness
◦ Increases in health and well being

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 Tools for evaluation

◦ There are a variety of specially developed tools, observations, activities,

rating systems and documents that can assist in determining these
factors but the most important aspect of outcomes measurement is
that it is conducted holistically with all relevant cares and support
personnel and most importantly that the client themselves it at the
center of all investigations and that they are supported and involved
throughout the entire process.

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 Identify and take action to improve areas of the
responses that have not met the person’s needs
and preferences
It will be necessary to ensure that a range of actions and
steps are taken in order to identify and make a series of
improvements to any areas regarding initial responses
that have not met the person’s needs and preferences.
◦ When working with a person with a disability it is important to
recognise that each person is different and will be facing a different set
of challenges and circumstances and therefore not every response will
be suitable for all people.

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 Communicating with the client to identify issues

◦ Make sure you:

◦ Maintain eye contact
◦ Ask the person questions about what they want, need and feel
◦ Always ask them if they can do things rather than assuming that they cannot
◦ Ask the client what they feel will improve their own lives
◦ Ask them how they think they can reach their own needs
◦ Formulate and agree on

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 Case notes and other professionals

◦ It will be necessary to ensure that a range of investigation is conducted

into the services appropriateness for the client by conducting a review
of all information collected prior to the response and during the actions
that have been taken so far.
◦ It may be necessary to communicate and consult with other professionals that
have been involved with the management of the client.

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 Analysing results from the investigation

◦ It will be necessary to then analyse the feedback that has been

collected and any other information that will be able to assist in
ensuring that relevant and appropriate changes to responses can be
made.
◦ It will be necessary to ask the following questions:
◦ What are the issues that the client is having?
◦ Which aspects of the response does the client feel have not meet their needs?
◦ What does the client feel would be an appropriate change to the current situation?
◦ What recommendations for change can be offered?
◦ Are their further or different services that may need to be added?

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 Ensure changes to service delivery are within policy
and budgetary frameworks
It is essential to ensure that all changes that are to be
made to the service delivery and related responses are
within policy and budgetary frameworks
◦ It is essential to ensure that the resources that are required in order to
facilitate changes to responses and services offered are feasible and
able to be delivered by the organisation
◦ In addition to this all changes to service delivery must be carefully assessed to ensure that
they are within policy guidelines in order to ensure that all provided responses and
service delivery are ethical, legally compliant and within best practice guidelines.

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 Change management

◦ All organisations should have a policy that is implemented when

changes need to be made to aspects of a client’s service plan in order to
ensure that all aspects are able to be analysed in order to ensure that
they meet all of the needs of both the client and the organisation.
◦ Change management plans should include:
◦ Procedures for collecting and reviewing information
◦ Procedures for checking of compliance and regulatory needs
◦ Investigation and consultative practice to ensure that all of the client’s needs
are being met appropriately
◦ Procedures used to ensure that actions are not contradicting each other
◦ Budgeting and consultation to determine cost
◦ Allocation of funding for departments and services

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 Ensuring changes meet policy guidelines

◦ All organisations will have a range of policies and procedures that relate
to a range of aspects regarding service delivery, responses and changes
that are made to services that are currently being provided to clients.
◦ Policy guidelines that are related to service changes may include:
◦ Documentation required in order to action changes
◦ Consultative and information collecting procedures
◦ Actions that ensure best practice
◦ Policies that are aligned with legislation
◦ Assessments and investigations that prove the need for the new service
◦ Timeframes for changes
◦ Documentation for changes
◦ Communication with the client
◦ Communication with other related professionals

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 Ensuring changes meet budgetary requirements

◦ In order to ensure that all changes to services and responses are within
budgetary requirements so that the service is able to be delivered as
required.
◦ It will be necessary to determine the cost of the changes to the
organisation and to ensure that all costs are able to be covered in the
current situation.
◦ Liaising with the accounting team
◦ Funding

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 Modify specified aspects of service delivery as required, to
meet changing service requirements and the needs and
preferences of the person with disability
Once all of the assessments regarding the needs and
preferences of the client and policy and budgetary
requirements have been completed it will be necessary
to take action to ensure that all of the client’s needs and
preferences are adequately met.

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 Changing needs of the client

◦ As the client receives a range of different services within the

organisation there are a range of factors that will need to be considered
in relation to their situation, skills will be developed, and as one issue is
resolved there will be others that will become suitable for service and
response
◦ It is essential that these needs are constantly assessed and then responded to
in order to ensure that the services that are being provided to the client are
able to meet these changing needs and preferences.
◦ Changes in service availability

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 Services that may be suitable

◦ It is essential to ensure that a range of services that are available to the

client will be constantly assessed and the changing needs of the client
and the industry will be responded to accordingly
◦ When assessing the range of services and responses that are available to the
client it is essential to ensure that the range of both internal and external
responses and services are considered.
◦ Internal
◦ External

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 Identify potential training opportunities for the
person to meet their changing needs

It will be necessary to ensure that a range of potential

training opportunities are identified in order to ensure
that the person is able to meet and maintain their
changing needs in order to make incremental
improvement and progress towards goals.

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 Identifying potential training opportunities

◦ There are a range of approved skills and knowledge assessments that

can be utilised in order to ensure that all learning or training
opportunities that the person may need to take advantage of are able
to be effectively identified.
◦ Recognised assessment tools include:
◦ Formal skills assessment tools
◦ Lifestyle planning tools
◦ Observation checklists
◦ Assessment tools specific to the organisation
◦ Assessment tools specified by the specialist

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 Training opportunities

◦ A range of training opportunities may become available to the client as

the client develops new skills or their situation grows and changes it is
essential that these opportunities are recognised and utilised as
required.
◦ Types of training opportunities
◦ Types of training opportunities may include:
◦ Lifestyle skills training
◦ Work based training
◦ Formal qualifications
◦ Social skills
◦ Communication development
◦ Training in an area of interest

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 Ensure changes to service are within procedural
and legislative requirements and maintain high
standards of delivery
It will be essential to ensure that all changes that are
made to services are analysed to ensure that they meet
of the required legislative requirements and that high
standards of delivery.
◦ Legislative requirements
◦ Legislative requirements may include:
◦ Child protective services
◦ Case management legislation
◦ Human services legislations
◦ Confidentiality legislation
◦ Privacy
◦ Anti-discrimination laws
◦ Disability Act

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 Organisation policies and procedures may include

◦ Organisational policies and procedures may include:

◦ How client information is accessed
◦ Storing client information
◦ Assessment procedures
◦ Provision of services
◦ Applying for resources
◦ Referrals procedures
◦ Case implementation procedures
◦ Complaints procedures
◦ Case management and review procedures
◦ Case closure procedures

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 TOPIC 3 - PROVIDE SERVICE DELIVERY WITHIN A QUALITY
FRAMEWORK

Follow procedures for service delivery for the

individual in line with organisation’s quality system
◦ It is essential to ensure that all procedures that are involved with the service
delivery to the client are carefully and consistently followed in line with the
organisations quality system.

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 Quality systems
◦ All organisations should have a system in place that will ensure that
best practice is achieved in all client cases and the service delivery that
is provided to all clients.
◦ Quality systems may include a range of policies and procedures that
ensure best practice in the following areas:
◦ Information collected
◦ Analysis of information
◦ Risks assessed
◦ Risk priorities assessments
◦ Services organised
◦ Case notes
◦ Implementation strategy
◦ Review notes
◦ Communication logs
◦ Progress notes

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 Analysing service to ensure compliance

◦ When analysing service delivery information it is necessary to ensure

that a structured system is used to assess the service delivery plan and
the way that it was implemented.
◦ All information in the service delivery plan will need to be organised and
thoroughly reviewed in order to ensure that best practice was followed and
appropriate choices were made each step of the way

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 Improving service delivery

◦ If there are any factors regarding the implementation of the service

delivery plan that may have been conducted differently in order to
either be more compliant or to provide the clients with better matched
services or support that may result in better outcomes for the client
then these factors must be feedback to the worker.

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 Identify any barriers that may impact on delivery of
high quality service and refer to supervisor
It is essential that all workplace protocols and
procedures are consistently applied in all workplace
communication that is undertaken within the
organisation to ensure to support the accuracy and
understanding of all information that is both provided
and received by the organisation

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 Barriers to high quality service may include

◦ Communication barriers
◦ All community services organisations will have protocols and procedures in
place to ensure the correct and clear communication of information within and
outside of the organisation.
◦ Access and provision to information
◦ When ensuring accuracy it is necessary to check that the source of the
information is credible and can be verified, it is important to ensure that any
information that is received and delivered is free from errors and suits the
purpose that it was intended for.

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 Barriers to high quality service may include

◦ Conflicts of interest
◦ Conflicts of interest can arise when a community services worker in the drug
and alcohol or any other sector has a relationship with the client or a third
party that may cause their professionalism to be compromised.
◦ Access to resources
◦ There are a range of factors that can contribute to resources not being able to
be made available to clients as they need them, if access to resources or
services is becoming an issue to the service delivery that is offered to a client it
is essential that supervisors are informed so that appropriate action may be
taken.

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 Regularly review procedures for service delivery to
reflect industry best practice and relevant
legislative changes
It is essential that all community service workers comply
with all legal responsibilities and principles of best
practice at all times when working to meet clients’
needs and uphold their rights.

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 Legislative changes

◦ There are a raft of different laws, regulations and guidelines that all
community services workers must comply with at all times and these
requirements changes as the law is updated and amended.
◦ Procedures for obtaining legislative updates
◦ Applying updated information to service delivery protocols
◦ Importance of updating legislative information

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 Reviewing for compliance with best practive guidelines

◦ It is essential that all aspects of the service delivery that is offered to

clients is constantly updated and reviewed in order to ensure
compliance with best practice guidelines.
◦ Best practice guidelines may be related to:
◦ Compliance with legislation
◦ Client empowerment
◦ Client self determination
◦ Service requirement and outcomes
◦ Principles of working with a client with a disability
◦ Community services industry best practice

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 Regularly review procedures for service delivery to reflect
the changing aspirations, needs and preferences of the
person with disability

It will be necessary to ensure that the procedures that

are applied within the community service organisation
are regularly reviewed in order to ensure that they meet
the changing aspirations, needs and preferences of the
person with disability.

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 Reviewing procedures
◦ The review process
◦ The review process is an essential element of working within the community
services industry.
◦ Schedules for review
◦ All reviews for procedures related to client delivery should be scheduled in
order to ensure that they will be strategically and regularly reviewed in line
with organisation and client requirements.
◦ Reviewing procedures
◦ Service related with policies and procedures may be able to be reviewed
through a series of direct-reflection, feedback and direct questioning to clients
and colleagues.
◦ Revise procedures
◦ Procedures can be revised by applying the lessons learnt and continuously
adapting procedures to ensure that they develop and improve.

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 Changing needs of a person with a disability

◦ The needs, desires and preferences of a person with a disability will be

constantly changing and it is essential to ensure that the policies and
procedures within an organisation are constantly updated in order to
reflect this.
◦ Client aprirations
◦ Client needs
◦ Client preferences
◦ Ensuring a person centered response to procedural reviews

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 SUMMARY
Now that you have completed this unit, you should
have the ability to fabricate, assemble and
dismantle utilities industry components.

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