STUDENT ASSESSMENT TASKS

UNIT DETAILS:

CHCCOM005
Communicate And Work in Health or Community
Services

STUDENT NAME, STUDENT ID & TRAINER NAME:

STUDENT NAME: ____________________________________________

STUDENT ID: _______________________________________

TRAINER: ____________________________________________
First published 2021

RTO Works
www.rtoworks.com.au
[email protected]
0452 157 557

© 2021 RTO Works

This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review
as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as
expressed in the RTO Works License Agreement.

The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and
correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept
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While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome
notification of any errors and any suggestions for improvement. Readers are invited to write to us at
[email protected].

Community Services Works is a subdivision of RTO Works. It is a suite of training and assessment resources
developed for the Community Services Industry.
Contents
Introduction 4
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 16
Assessment Task 2: Simulation 19
Assessment Task 2: Simulation 23
– Assessor Observation Checklist 23
Assessment Task 3: Portfolio 28
Assessment Task 3: Checklist 53
Final results record 56

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Introduction
Welcome to the Student Assessment Tasks for CHCCOM005 Communicate and work in health or
community services. These tasks have been designed to help you demonstrate the skills and
knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Community Services Works Student User Guide. The Student
User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete three assessment tasks:

• Assessment Task 1: Knowledge questions – You must correctly answer all questions.

• Assessment Task 2: Simulation

• Assessment Task 3: Portfolio – You must complete your portfolio document to demonstrate
that you can communicate effectively with a range of stakeholders in a health or community
services environment.

Work placement required.

You will require a work placement to complete Assessment Task 3.

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Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

• review the advice to students regarding answering knowledge questions in the Community
Services Works Student User Guide

• comply with the due date for assessment which your assessor will provide.

• adhere with your RTO’s submission guidelines.

• answer all questions completely and correctly.

• submit work which is original and, where necessary, properly referenced.

• submit a completed cover sheet with your work.

• avoid sharing your answers with other students.

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Questions
Provide answers to all of the questions below:

1. Look at the legal and ethical considerations below and the stakeholder type. Give an example of how
you would take into account this legal/ethical consideration when communicating with the
stakeholder.

Legal and ethical Stakeholder How communication should take into account the
considerations type legal/ethical consideration

a. Privacy Client

b. Confidentiality Colleague

c. Disclosure Client

Child

d. Discrimination Colleague

e. Duty of care Client

Child (non-
client)

f. Mandatory Client
reporting

Child

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 Legal and ethical Stakeholder How communication should take into account the
considerations type legal/ethical consideration

g. Translation Client

h. Informed Client
consent

i. Work role – Workers

responsibilities,
scope of own
work and
limitation of
own role

j. Child protection Client

in a general
community
services
context

2. Identify three sources of information that you could you use to ensure you maintain your knowledge
about legal and ethical aspects of health and community services work.

Source of information

3. Explain the concept of ethical decision making and give an example of a situation when ethical
decision making may be useful.

Reference:

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4. Explain the term conflict of interest and give an example of a conflict of interest relevant to the
community services and health sector.

Reference:

5. Complete the following table in relation to the principles of effective communication.

verbal
a. List two methods of communication

non verbal

visual
b. List two modes of communication

audio

c. List two skills that will make

communication effective

Reference:

6. Complete the following table in relation to models of communication.

Communication model Description of model

Reference:

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7. Complete the following table by describing each of the communication techniques.

a. Open ended
questions

b. Affirmations

c. Reflections

d. Summaries

Reference:

8. Explain the difference between the communication technique of motivational interviewing and the
coercive approach.

Reference:

9. Explain the difference between collaboration and confrontation.

Reference:

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10. Explain how each of the following factors can impact on effective communication.

Characteristic Impact on effective communication

a. Language

b. Culture

c. Religion

d. Emotional state

e. Disability

f. Health

g. Age

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11. List four potential constraints to effective communication for those working in the health and
community service industry.

use of jargon

emotional barriers

lack of attention

physical disabilities

Reference:

12. List five examples of industry terminology used in your role as a health and community services
worker.

13. Explain why grammar, speed and pronunciation are important to ensure effective verbal
communication.

Reference:

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14. Give an example of a circumstance where non-verbal communication can assist with communication.
Include a specific example of non-verbal communication you could use.

Whereas, non-verbal communication like touch and eye contact express closeness and emotions.

For example: Holding hands can express love better than words like “love you”. The 5 major uses of non-verbal communication are modifying
speech, replacing speech, controlling communication, conveying personality and expressing emotions. It also helps in maintaining
interpersonal relationships, supporting verbal communication and perform.

15. Complete the following table.

a. Function of the health

and community service
system

Reference:

b. List five types of

organisations within the
health and community
service system

c. Give an example of how

two of the organisations
you have listed might be
related in terms of
providing services.

16. List two actions you can take to ensure person-centred service delivery.

Reference:

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17. Explain the concept of rights-based service delivery.

Reference:

18. Answer the following questions about multi-disciplinary teams:

a. List at least four types of professionals who can be involved in a multi-disciplinary team.

b. Give an example of how two of these professionals might work together to provide support
services, making sure you explain the role of each professional.

19. List at least four advantages of multi-disciplinary teams.

Reference:

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20. Explain the role of support services in Australia.

Reference:

21. Explain how the public and private healthcare system is funded.

Reference:

22. Complete the following table by providing an example of how digital media can be used.

Digital media List one use

a. Web

b. Email

c. Social media

d. Podcast and videos

e. Tablets and
applications

f. Newsletters and
broadcasts

g. Intranet

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Student Declaration
You must sign your completed tasks and acknowledge the authenticity of your work prior to
submission.

• I declare that the work submitted for this assessment is my own.

• None of this work has been completed by any other person.
• I have not cheated or plagiarised the work or colluded with any other student/s in the completion
of this work.
• I have correctly referenced all resources and reference texts throughout these assessment
tasks.
• I understand that false declaration is a form of academic misconduct.
• I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be
taken against me.
• I understand my rights to reassessment.
• I understand my right to appeal the decisions made in this assessment.

Student Signature: ________________________________ Date: __________________

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Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1a

Question 1b

Question 1c

Question 1d

Question 1e

Question 1f

Question 1g

Question 1h

Question 1i

Question 1j

Question 2

Question 3

Question 4

Question 5a

Question 5b

Question 5c

Question 6

Question 7a

Question 7b

Question 7c

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 Question 7d

Question 8

Question 9

Question 10a

Question 10b

Question 10c

Question 10d

Question 10e

Question 10f

Question 10g

Question 11

Question 12

Question 13

Question 14

Question 15a

Question 15b

Question 15c

Question 16

Question 17

Question 18a

Question 18b

Question 19

Question 20

Question 21

Question 22a

Question 22b

Question 22c

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 Question 22d

Question 22e

Question 22f

Question 22g

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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Assessment Task 2: Simulation
Student Instructions

This role play is divided into 2 parts.

For this role play, you will play the role of the support worker to demonstrate your ability to respond
appropriately to situations where communication constraints are present and to perform work
activities in line with legal and ethical requirements.

Throughout the role play, the assessor will be looking to see that the student demonstrates the
following:

• Appropriate use of verbal and non-verbal communication when speaking with the client

• Listening to the client’s requests and clarifying what they meant

• Confirm the person understands the communication and clarify the meaning and requests
with appropriate responses.

• Briefly discuss the service that the organisation can provide if she decides to stay in a
permanent residential care facility.

• Ensure the client that you are maintaining the confidentiality of the conversation.

• Exchange information in a timely manner and follow confidentiality procedures.

• Use industry terminology correctly when communicating verbally, written and digital
communications.

• Read workplace documents relating to role and clarify understanding with supervisor.

• Comply with legal and ethical responsibilities and discuss difficulties with supervisor or other
appropriate people including:
- breaches or non-adherence to standard procedures or adverse events

• Identify issues impacting on the rights and responsibilities of clients.

To be deemed satisfactory in this assessment you will need to complete all tasks according to the
criteria in the observation checklist. As you carry out each of the tasks, you will be observed and
assessed against the observation checklist. The tasks are designed to allow you to demonstrate the
skills you have developed during your attendance at the practical sessions.

Please Note:

 Your trainer/ assessor may ask you supplementary questions to determine your competence.
 If you are assessed as ‘Not Satisfactory’ you are given three (3) opportunities to resubmit
assessment.
 This assessment may be re-assessed upon appeal.

Upon notification of your assessment results, your trainer/assessor is able to provide you with
additional information on interpreting the assessment outcomes.

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Tasks:

 This role play is divided into 2 parts.

Part A
 You will play the role of the support worker to demonstrate their ability to respond
appropriately to situations where communication constraints are present and to perform work
activities in line with legal and ethical requirements.
Part B
 You are required to report the situation about the client to your supervisor (trainer) in line
with the organisation’s policies and procedures and complete documentation.

Part A

For this observation, you will be paired up with another student. Students will each take on the role
of the support worker, client/resident. Your assessor will take on the role of the workplace supervisor.

Scenario

Janis is an 80-year old client in a respite care facility. She has been diagnosed with Parkinson’s
disease about eight years ago, and is showing signs of dementia. She stays at home with her
youngest son, Ian, who serves as her carer during weekends. On weekdays, Ian brings his mum to
the facility as he has to go to work.

You have been assigned to provide care services for Janis. Janis undergoes therapy at least twice
a week, usually every Monday and Thursday. She has been observed to be cooperative with the
therapist and care workers, and shows a light disposition.

One Monday, her son Ian requested if he could watch over while his mum undergoes therapy session
as she is unwell. According to the organisation’s policies, carers of clients are only allowed to watch
their patients outside the therapy room. While the therapy session is ongoing, you noticed that Ian is
uneasy – he is pacing around the room and peeks into the therapy room’s small window. After the
therapy, the specialist reports that Janis is unusually quiet today. You leave her to his son, as the
son requested that he talk with his mum.

A few minutes later, you see Ian storming out of the room, his face looking furious. You walk over to
Janis to ask what happened. She is hesitant at first, but she tells you that her son is suggesting that
she stays in the facility as he may not be able to watch after her anymore. His son also told her that
he would be managing the house while she is away, so he asked her to provide access to her bank
accounts so he could also pay for her medications. Janis says that Ian probably got upset because
she couldn’t tell him the information about her accounts as she might be having memory lapses.
Janis further tells you not to speak about this with anyone.

Janis returns home with her son that weekend but is not around the following week. Her son tells you
that his mum has become very ill and does not want to leave the house. He promises to bring her
next week

Janis arrives at the respite care facility on the week advised. She is quieter than usual and only stares
or nods when you talk with her. She also seemed to have lost weight. While helping her get dressed
one morning, you noticed that she has bruises on her wrists. She also has rashes on her back. You
ask Janis what happened, and she tells you that her son is getting stressed out with her and is
drinking a lot lately. He asked her one time to sign a document, but her hands are having difficulty
moving, so his son gripped her hand. You ask her if she’s hurt but she says that she will be fine.
She feels sad because she wants to stay with her son. Her son also tells her not to call him as he
will be very busy

You suspect that Janis is being abused by her son. Under the organisation’s policies and procedures,
any suspected abuse of clients, whether by their carer or support staff in the facility, must be
immediately reported to the supervisor.

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Guidance: For the purpose of this assessment, the date that you are currently talking with Janis is
23 May 20xx. The current time is 9:00 AM

Task

Role-play the part where you are speaking with Janis about the suspected abuse. Your task is to
show evidence that you can use effective communication in line with organisational policies and
procedure

Use the following guidelines to complete the role play:

• Janis asked you not to report about the bruises and rashes you found on her body.

• She also asked you to call her son and tell him that she wishes to be home for the weekend.

• She tells you that she wants to stay with her son because he is starting to become an
alcoholic and is going out with some friends whom she doesn’t like

During the role play you must be able to demonstrate the following as a support worker:

• Appropriate use of verbal and non-verbal communication when speaking with the client

• Listening to the client’s requests and clarifying what they meant

• Confirm the person understands the communication, and clarify the meaning and requests
with appropriate responses.

• Briefly discuss the service that the organisation can provide if she decides to stay in a
permanent residential care facility.
Your assessor will be evaluating you based on the criteria of the Assessor’s Checklist provided.

Part B

Report problems to supervisor and address constraints to communication

You are required to report the situation about Janis to your supervisor (trainer) in line with the
organisation’s policies and procedures. Speak to your supervisor regarding the conversation you had
with Janis and discuss the issues/difficulties involved with Janis wanting to stay with her son and the
fact that you are concerned that things could get worse.

During the role play you must be able to demonstrate the following:

• Read workplace documents relating to your role and clarify understanding with supervisor.

• Identify early signs of potentially complicated or difficult situations and report according to
organisation procedures.

• Comply with legal and ethical responsibilities and discuss difficulties with supervisor.

• Use industry terminology correctly when communicating verbally, written and digital
communications.

• Refer issues impacting on achievement of client rights and responsibilities.

• Exchange information in a timely manner and follow confidentiality procedures.

• Use clear, accurate and objective language when documenting events.

• Complete written workplace documents to organisation standards

Guidance: For the purpose of this assessment, your work number is your home phone number.

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 Reportable Assault Form

Your Name:

Position/Role:

Work Number:

Name of Provider:

Note: An officer might contact you for further details on the incident.

Report is related to:

unreasonable use of force or assault
unlawful sexual contact

Date and time of alleged/suspected assault was made known:

Date:
Time:

Has assault been reported to the police? Have police arrested or charged a person in relation to
the assault?
Yes No
Yes No
Do not know

Actions taken:

I declare that the information I have provided in this form is complete and correct.

Name: Date:

After your discussions, your supervisor (trainer) has asked that you refer to the communication policies and
procedures for using digital media and email a summary of the concerns/issues and attach the reportable
assault form. In line with the policies and procedures, this must be completed within 48 hours. Your supervisor
has further advised you to keep track of the signs of possible abuse that you have noticed of the client.

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 Assessment Task 2: Simulation
– Assessor Observation Checklist
COMPLETE WORK ACTIVITIES Attempt 1 Attempt 2 Attempt 3

Did the student demonstrate the required level of competence for each of the Date: Date: Date:

following points?

Part A Yes No Yes No Yes No

Use of verbal and non-verbal communication when speaking with
the client
Listening to the client’s requests and clarifying what they meant
 speaking clearly and using words others understand
 making sure that the idea or main purpose of the message is
clear.
 communicating the most essential information in short, simple
statements
 making sure the information you are communicating is accurate
and up-to-date.
 presenting the information in a logical sequence
 making sentences shorter when speaking with someone who
has dementia.
     
 avoiding the use of slang
 tailoring communication to meet the needs of the other person,
such as speaking at a slower pace if English is their second
language.
 accounting for the persons cultural, religious, emotional state,
disability, health or age in the way communication is used.
 using different types of question styles such as open-ended,
reflective, summarising
 showing respect by actively listening
Confirm the person understands the communication and clarify
the meaning and requests with appropriate responses.
 allowing others to ask questions and responding appropriately.
 maintaining eye contact while others are speaking.
 using positive body language and facial expressions, such as
smiling and nodding, pointing/signalling or mimicking actions
 writing information down, where necessary, so it is easier to      
understand.
 asking questions to confirm understanding, such as, “Can you
please tell me what you just heard?” or “What steps are you
going to take next?”
 using active listening to understand what the other person has
said, such as facing the person, not interrupting, maintaining
eye contact.

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  asking open-ended or closed questions to clarify what the
person has said, such as “How do you want me to do this…” or
“Do you want me to….”
 summarising what the person has said to convey you have
understood the information
Identify early signs of potentially difficult situations.
 observing person’s behaviour for signs of stress or heightened
emotions, such as aggression
 looking at the person’s body language such as clenched fists
folder arms, failure to make eye contact
 checking for physical constraints such as a noisy environment
     
 checking for language constraints such as difficulty
understanding complex information or specific words, phrases
 checking for emotional constraints such as heightened
emotions or feelings or anxiety or distress
Identify constraints and resolve these using appropriate
communication strategies and techniques.
 overcoming physical constraints by moving closer to the person
speaking or minimising noise in the environment
 overcoming language constraints by using shorter and simpler
sentences, avoiding jargon and abbreviations and paying
     
attention to how body language is being interpreted.
 overcoming emotional constraints by giving the person time to
collect their thought and calm down, by providing support or
using debriefing strategies where possible
Briefly discuss the service that the organisation can provide if she
decides to stay in a permanent residential care facility.
 using visual aids to communicate information, such as signs,
diagrams or images.
 sharing information about the service, such as its policies,
     
procedures, etc.
 listening for verbal cues confirming understanding, such as
affirmations

Use industry terminology correctly when communicating verbally.

 code of ethics
 work role boundaries.
 mandatory reporting requirements      
 codes of conduct
 duty of care
 dignity of risk

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Part B
Read workplace documents relating to your role and clarify
understanding with supervisor
 a code of ethics
 discrimination laws
 work role boundaries
 mandatory reporting requirements      
 codes of conduct
 duty of care documents
 dignity of risk documents
 conflict of interests

Comply with legal and ethical responsibilities and discuss

difficulties with supervisor
 reporting situation only once safe to do so
 ensuring all parties involved in the conflict are safe and out of
harm’s way
 contacting supervisor in line with workplace procedures via
phone or recording incident in a form or email, such as an
incident report.      
 using objective language when describing the situation
 ensuring client personal information, irrelevant to the situation,
is kept private
 confirming correct form or document template to use such as
incident or WHS report
 confirming parties that need to receive a copy of the document
Refer issues impacting on achievement of client rights and
responsibilities
 Asking for help/guidance when an issue cannot be resolved
 Use clear, accurate and objective language when documenting      
events
 Contacting supervisor in line with workplace procedures via
phone or recording incident in a form or email.
Exchange information in a timely manner, and follow confidentiality
procedures

 sharing information with other professionals

 seeking consent from the person before sharing their personal      
information
 ensuring information shared is in line with privacy and
confidentiality procedures, such as discussed in a private room
or away from other people

Use industry terminology correctly when communicating verbally,

written and digital communications

 code of ethics      
 work role boundaries
 mandatory reporting requirements

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  codes of conduct
 duty of care
 dignity of risk
Completed Documentation
 Reportable Assault Form      
 Email sent

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Student Declaration
You must sign your completed tasks and acknowledge the authenticity of your work prior to
submission.

• I declare that the work submitted for this assessment is my own.

• None of this work has been completed by any other person.
• I have not cheated or plagiarised the work or colluded with any other student/s in the completion
of this work.
• I have correctly referenced all resources and reference texts throughout these assessment
tasks.
• I understand that false declaration is a form of academic misconduct.
• I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be
taken against me.
• I understand my rights to reassessment.
• I understand my right to appeal the decisions made in this assessment.

Student Signature: ________________________________ Date: __________________

Observation 1 Outcome

Attempt Date Outcome Assessor Name Assessor Signature

 Satisfactory
Attempt 1
 Not Satisfactory

 Satisfactory
Attempt 2
 Not Satisfactory

 Satisfactory
Attempt 3
 Not Satisfactory

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Assessment Task 3: Portfolio

Information for students

In this task, you are required to demonstrate your skills and knowledge in communicating
effectively with stakeholders. You will complete and submit a Portfolio which has a number of
sections to complete.
You will need access to:

• a suitable work placement

• your work placement’s organisational policies and procedures

• your supervisor and other staff in the placement organisation

• your learning resources and other information for reference

• Portfolio template.
Ensure that you:

• review the advice to students regarding responding to written tasks in the Community Services
Works Student User Guide

• comply with the due date for assessment which your assessor will provide.

• adhere with your RTO’s submission guidelines.

• answer all questions completely and correctly.

• submit work which is original and, where necessary, properly referenced

• submit a completed cover sheet with your work.

• avoid sharing your answers with other students.

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Complete the following activities:

1. Carefully read the following information.

Successful completion of this assessment task requires you to demonstrate your

skills and knowledge by identifying and working within the communication
frameworks that apply to your work role.
You must demonstrate effective communication skills in at least three different work
situations. In doing so, you need to:

• Communicate with one client.

• Communicate with two different colleagues where you clarify workplace

instructions and negotiate timeframes.

• For at least two of these situations, you need to discuss a communication

constraint that is present and how you resolved this.
You also need to demonstrate that you have:

• Responded appropriately to a situation where a potentially complicated or

difficult situation arose. This could involve clients, colleagues, management or
other industry providers.

• Completed at least two written or electronic workplace documents to your

workplace’s organisation standard.

• Considered legal and ethical issues and breaches.

• Contributed to workplace improvement.

• Contributed to self-improvement.
It is important that you provide evidence that you have completed this requirement
and we have provided you with a Portfolio Template to work into.
You will collect most of your evidence and complete portfolio documentation during
the work placement phase of your course. You may also complete some of your
portfolio in the classroom. The rest can be completed in the classroom after your
work placement is finished.
As this unit involves communicating in a range of situations, you may find that you
can use evidence you are collecting for other assessments. For example, as part
of providing support to the clients you are working.
Your assessor will visit you in the workplace to observe certain aspects of this
assessment and your workplace supervisor will also provide feedback.
For the purposes of this assessment task, you will require access to all the
necessary facilities, equipment and resources to complete this task. You will also
require access to your workplace’s policies and procedures.
Remember, it is important to keep the privacy and confidentiality of the individuals
you work with as high priority. Therefore, you must deidentify all the documentation
and evidence that you submit with your portfolio according to your organisation’s
policies and procedures. If you are unsure about how to do this, speak to your
assessor or workplace supervisor.

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 Tips for completing your portfolio.

• Read through this assessment and your Portfolio Template before you get
started and make sure you understand what you need to do. If you are unsure,
speak to your assessor and/or workplace supervisor.

• Stay up to date! Complete your portfolio entries as you go and ask your
supervisor to do the same. Providing organised, complete evidence forms part
of your assessment.

• Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

Important note: Throughout your portfolio, you are asked to provide documents
as evidence of the work that you have done. If you have permission to make
copies of the documents described in the portfolio template, include these as part
of your evidence by attaching them at the end of the portfolio. If you are not
allowed to remove any workplace documentation from your workplace, then your
assessor will be required to look at these documents during a workplace visit.
You must make sure you receive permission to include any documents from your
workplace and all private information must be redacted.
If you are unsure – ask your supervisor!

1. Complete your portfolio.

Use the Portfolio Template to collect evidence for this assessment during your work
placement period.
There are nine sections of your portfolio that need to be completed:

• Section 1 – Client communication

In Section 1 you will summarise the situation where you used effective verbal
and non-verbal communication skills with a client.
You will need to describe:
o The information you provided and how you ensured the information was
clear and understood. You will also give an example of correct industry
terminology you used during communication.
o The verbal and non-verbal communication skills you used, including how
you used these to demonstrate respect.
o A communication constraint you encountered and how you overcame this.
o How you ensured you adhered to communication protocols, as well as
confidentiality requirements during all communications.

• Section 2 – Workplace instructions

In Section 2 you will summarise two situations where you were provided with
instructions in relation to completing a work task by two different colleagues

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 (e.g. a fellow worker or a supervisor) and how you clarified the instructions
provided to you to ensure you demonstrated your understanding of the task.
For each situation you will need to describe:
o The instructions you were given.
o How you responded, including the timelines you agreed upon for the task.
o How you checked your understanding of instructions were clear.
o A communication constraint you encountered for at least one situation
and how you overcame this.
o How you ensured you adhered to confidentiality requirements during all
communications.
You are also to describe for your workplace at least one example of a
communication protocol that applies to external communication with two
related services.

• Section 3 – Complicated/difficult workplace situations

In Section 3, you will report on the early signs of a potentially
complicated/difficult situation that you recognised in your workplace. You will
need to describe:
o The early signs that you recognised of an actual or potentially complicated
or difficult situation
o The reporting procedures you followed
o The communication skills you used to defuse and resolve the conflict
associated with this situation.

• Section 4 – Legal and ethical issues

In Section 4, you will report on a potential or actual legal and ethical breach
that you recognised in your workplace. You will describe the activities which
you undertook to respond to this situation.
You will need to describe:
o Your legal and ethical responsibilities.
o Difficulties complying with these responsibilities.
o Was the breach legal or ethical?
o How did the breach impact on employee, employer and/or client rights
and responsibilities?
o How did you recognise the breach?
o What were the relevant organisational procedures and how did you apply
them?
o Was there any outstanding conflict that was not resolved from the
situation?
Please note if you have already completed the unit CHCLEG001 you could
use the information from this unit to contribute to this evidence.

• Section 5 – Workplace documentation

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 In Section 5, you will describe and provide evidence of at least 2 written or
electronic workplace documents that you have completed. Examples are
provided in your Portfolio.
You will need to describe:
o The document and why is it required to be completed.
o Your workplace’s procedures and standards for completing the document
and how you followed these. Make sure you also describe specific
procedures around using digital media such as email communication.
o How you ensured you used clear, accurate and objective language when
completing the document. Give an example of correct industry
terminology you used whilst completing the document.

• Section 6 – Contributing to workplace improvements

In this section you will report on a work practice improvement that you
identified and communicated to enhance your workplace’s effectiveness in
relation to workplace communication. You will also report on how you
promoted and modelled the work practice improvement.
You are required to fill in answers to all of the questions in Section 6 and have
your workplace supervisor endorse your evidence. Refer to the evidence
section for examples of the type of evidence that you could submit to support
your Portfolio.

• Section 7 – Self improvement

During your placement your assessor will visit you and set up a meeting with
you to discuss areas where you can develop your skills and knowledge. Prior
to the meeting consider the areas you would like to develop against a role
within your workplace that you would eventually like to work in (this could even
be the role you are working in for your work placement). Access a position
description for the role and make notes about the skills and knowledge you
need to develop to work in this role. Complete Section 7 of your Portfolio.
At the meeting you are required to:
o Discuss the areas you have identified for your role of interest and where
you would like to develop your knowledge and skills.
o Seek your assessor’s feedback and advice on these areas.
o Discuss possible options for developing the skill and knowledge areas you
have developed, for example, attending a workshop, on the job training
and so on. Following the meeting you are to take action in relation to at
least one of the skill and knowledge areas you have identified by
participating in an appropriate event to develop skills and knowledge. For
example, a recorded webinar regarding the area you have identified. You
are also to describe this event and provide evidence of this. Refer to the
evidence section for examples of the type of evidence that you could
submit to support your Portfolio.

• During the meeting you are also required to develop your ability to
communicate effectively including:

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 o Speaking clearly and concisely and confirming your assessor has
understood what you have said.
o Using correct industry terminology.
o Using non-verbal communication to facilitate understanding.
o Using active listening skills to confirm understanding.
You will complete Section 7 of your portfolio before and after the meeting. Your
assessor will complete Section 8 – Assessor Observations regarding your
communication skills.

• Section 8 – Assessor observations (as above).

• Section 9 – Supervisor report

In Section 9, your workplace supervisor will complete a report summarising
your performance while you are communicating at work. Ask them to
complete the report only after you have completed Sections 1– 7 of your
portfolio.

2. Submit your completed portfolio.

Once you have completed all parts of your portfolio you are ready to submit it to
your assessor. Ensure all sections are completed neatly and clearly, all supporting
evidence is attached and it has been deidentified to protect the privacy of the
people you worked with.

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Evidence collection
In this section, the details of the evidence you need to collect are outlined along with instructions
about what you need to do.

ICON KEY

Assessor: this icon indicates that the assessor needs to observe this at the workplace
visit or will be asking the student questions directly (not applicable for this unit).

Student: this icon indicates that the student needs to complete this section.

Supervisor: this icon indicates that the supervisor needs to do something.

Attach: this icon indicates that you need to attach something as evidence to support
what you have written.

There are nine parts to this portfolio document:

• Client communication
• Workplace instructions
• Complicated/difficult workplace situations
• Legal and ethical issues
• Workplace documentation
• Contributing to workplace improvements
• Self-improvement
• Assessor observations
• Supervisor Report

Note to work placement supervisor: When you see this icon, action is required on your
part. Read the student’s account of events and make a comment to confirm the
truthfulness and accuracy as a form of evidence collection for the assessor. Please make
sure the student is suitably supervised and that they have permission from everyone
involved to engage with the client. This may be the person themself, or may require
permission from their family member, carer or advocate.

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Section 1: Client communication
In this section, you will summarise a situation where you used effective verbal and non-verbal communication skills with a client.

Name of work placement:

Name of supervisor:

List at least two other services with whom the organisation communicates that are relevant to this client.
Service 1:
Service 2:

Briefly describe two communication methods that are used to communicate with the two services listed:

Describe for your workplace at least one example of a communication protocol that applies to external communication with the two related services.

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 Briefly describe the situation and the client you were communicating with.

Briefly describe the information you provided relevant to your workplace. Explain how you ensured the information was clear and understood by the person
receiving it. You should also provide at least one example of correct industry terminology that you used during this communication. Explain what that industry
terminology means and why it is relevant.

Describe a verbal communication skill you used, as well as a non-verbal communication skill you used during the communication. Explain why you consider
these were effective, as well as how the skills you used ensured that you demonstrated respect towards the person you communicated with.

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 Describe a communication constraint you encountered during this situation. Describe what you did to overcome the communication constraint and why you
think this worked to avoid conflict?

Describe your workplace’s procedures for communicating relevant to this situation, including lines of communication that apply e.g. to whom you must report. .
Explain how you ensured you followed these procedures whilst communicating in this situation. You should also explain the confidentiality requirements
relevant to this situation and how you ensured you met them.

Comment and endorse Section 1.

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Section 2: Workplace instructions
In this section, you will summarise two situations where you were provided with instructions in relation to completing a work task by two different colleagues (e.g. a fellow
worker or a supervisor) and how you clarified the instructions provided to you to ensure you demonstrated your understanding of the task. Complete a separate report for
each situation/colleague.

Situation 1

Briefly describe the situation and who you were communicating with i.e. the position title of the colleague.

Briefly describe the instructions for the task provided to you by the colleague. How did you check you understood the instructions?
What timelines did you agree upon for this task? Were these achievable for you?

Describe a verbal communication skill you used, as well as a non-verbal communication skill you used during the communication. Explain why you consider
these were effective, as well as how the skills you used ensured that you demonstrated respect towards the person you communicated with.

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 Describe a communication constraint you encountered during this situation. Note you only need to answer this question for one situation. Describe what you did
to overcome the communication constraint and why you think this worked to avoid conflict?

Describe your workplace’s procedures for communicating relevant to this situation, including lines of communication that apply e.g. to whom you must report. .
Explain how you ensured you followed these procedures whilst communicating in this situation. You should also explain the confidentiality requirements
relevant to this situation and how you ensured you met them.

Comment and endorse Section 2.

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 Situation 2

Briefly describe the situation and who you were communicating with i.e. the position title of the colleague.

Briefly describe the instructions for the task provided to you by the colleague. How did you check you understood the instructions?
What timelines did you agree upon for this task? Were these achievable for you?

Describe a verbal communication skill you used, as well as a non-verbal communication skill you used during the communication. Explain why you consider
these were effective, as well as how the skills you used ensured that you demonstrated respect towards the person you communicated with.

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 Describe a communication constraint you encountered during this situation. Note you only need to answer this question for one situation. Describe what you did
to overcome the communication constraint and why you think this worked to avoid conflict?

Describe your workplace’s procedures for communicating relevant to this situation, including lines of communication that apply e.g. to whom you must report. .
Explain how you ensured you followed these procedures whilst communicating in this situation. You should also explain the confidentiality requirements
relevant to this situation and how you ensured you met them.

Comment and endorse Section 2.

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Section 3: Complicated/difficult workplace situations
In this section, you will report on the early signs of a potentially complicated/difficult situation that you recognised in your workplace and discuss how you defused
and resolved the situation.

Complicated/difficult workplace situations

Briefly describe a potentially complicated or difficult situation that you have encountered. What signs did you notice that told you that this could turn into a
potentially complicated or difficult situation. Give at least two examples of signs you noticed.

What reporting procedures did you to follow to inform relevant staff of the potentially complicated or difficult situation? Specify the person to whom you reported
the situation to, indicating reporting lines at your workplace.

How did you defuse and resolve the conflict associated with this situation? What communication skills did you use? Give two examples.

Comment and endorse Section 3.

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Section 4: Legal and ethical issues
In this section, you will report on a potential or actual legal and ethical breach that you recognised in your workplace.

Legal and ethical issues

Give five examples of legal and ethical responsibilities you have at work. Describe a difficulty that you consider could arise for you or other workers of
complying with these responsibilities.

Describe the breach, including whether it was actual or potential? How did you recognise that this constituted a breach?
Explain how the breach impacts on employee, employer and/or client rights and responsibilities?

Briefly describe your workplace’s procedures relevant to breaches. What actions did you follow in relation to the breach?

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 Describe the potential or actual conflict relevant to the breach. Assuming there was unresolved conflict, write down what you would report to your supervisor on
this.

Comment and endorse Section 4.

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Section 5: Workplace documentation
In this section, you will describe and provide evidence of at least 2 written or electronic workplace documents that you have completed.
For example, this could be an email or a form such as an incident form. Complete a separate report for each document.

Document 1

Briefly describe the document you have developed and why this document is required to be completed at work.

Briefly describe your workplace’s procedures and standards relevant to the document. Make sure you also describe your workplace’s specific procedures
around using digital media such as email communication.
Give an example of how you followed your workplace’s procedures and standards.

How did you ensure your language was clear, accurate and objective language when completing the document. Give an example to illustrate this, as well as of
correct industry terminology you used whilst completing the document.

Comment and endorse Section 5.

Remember to attach the supporting documents to your portfolio or provide electronic copies of them for your assessor. Make sure to deidentify these
documents.

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 Document 2

Briefly describe the document you have developed and why this document is required to be completed at work.

Briefly describe your workplace’s procedures and standards relevant to the document. Make sure you also describe your workplace’s specific procedures
around using digital media such as email communication.
Give an example of how you followed your workplace’s procedures and standards.

How did you ensure your language was clear, accurate and objective language when completing the document. Give an example to illustrate this, as well as of
correct industry terminology you used whilst completing the document.

Comment and endorse Section 5.

Remember to attach the supporting documents to your portfolio or provide electronic copies of them for your assessor. Make sure to deidentify these
documents.

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Section 6: Workplace improvements
In this section, you will report on a work practice improvement that you identified and communicated to enhance your workplace’s effectiveness in relation to
workplace communication. You will also report on how you promoted and modelled the work practice improvement.

Workplace improvements

Describe the workplace improvement in relation to communication. How did you identify this was needed?

How did you communicate and promote the improvement? How did you ensure you modelled the improvement?

Comment and endorse Section 6.

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Section 7: Self improvement
In this section, you will document your ideas about the areas you would like to develop your skills and knowledge in. Make sure you access a position
description for the role so that you can identify the skills and knowledge you need to develop to work in this role. Attach the position description to this section.
Please note you will complete the question about the meeting and the skill development opportunity after the meeting with your assessor.

Self-improvement

Describe your career aspirations.

Summarise the key role of the position as documented in the position description you accessed. In order to work towards working in this role, what skills and
knowledge do you need to develop. Think of at least four.

Complete this section following the meeting with your assessor.

Summarise the feedback and advice given to you by your assessor. This should also include the option discussed for accessing a skills/knowledge
development opportunity.

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 Complete this section following the meeting with your assessor.
Describe the skills/knowledge development opportunity you participate in including:

● What it was e.g. an event, webinar, etc?

● What it was about?

● A summary of what you learnt and how you consider it developed your skills and knowledge.

Assessors - comment on and endorse Section 7.

Attach the position description.

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Section 8: Supervisor report
Your supervisor needs to complete this section once all of the tasks have been completed and they have endorsed sections 1 – 6.

Supervisor report

The information provided by the student in their reflective journal is an accurate reflection of their actions. ☐ Yes ☐ No

During the activities described in their reflective journal, the student:

● Worked within the organisation’s policies and procedures ☐ Yes ☐ No

● Worked to a satisfactory level in line with their assigned roles and responsibilities ☐ Yes ☐ No

● Communicated effectively with a diverse range of stakeholders ☐ Yes ☐ No

● Collaborated and communication with colleagues to complete work activities ☐ Yes ☐ No

● Recognised communication constraints and used effective strategies to address these ☐ Yes ☐ No

● Completed workplace documents as required ☐ Yes ☐ No

● Contributed to workplace improvements ☐ Yes ☐ No

● Reported to me when they were unsure of something or if something was beyond their abilities or role ☐ Yes ☐ No

● Completed, maintained and stored documentation and reports according to the organisation’s policy and ☐ Yes ☐ No
protocols

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 Do you have any feedback for the student?

The student has permission to submit the information contained within the portfolio for the purposes of assessment. ☐ Yes
☐ No

Tick one only:

The student has permission to submit workplace documentation to support their portfolio. ☐ Yes

The student does not have permission to submit workplace documentation – the assessor can view these files on site. ☐ Yes

Full name:

Position:

Contact details:

Signature:

Date:

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Student Declaration
You must sign your completed tasks and acknowledge the authenticity of your work prior to
submission.

• I declare that the work submitted for this assessment is my own.

• None of this work has been completed by any other person.
• I have not cheated or plagiarised the work or colluded with any other student/s in the completion
of this work.
• I have correctly referenced all resources and reference texts throughout these assessment
tasks.
• I understand that false declaration is a form of academic misconduct.
• I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be
taken against me.
• I understand my rights to reassessment.
• I understand my right to appeal the decisions made in this assessment.

Student Signature: ________________________________ Date: _________________

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Assessment Task 3: Checklist

Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Communicate effectively in three

different situations including for each
situation:

• Providing information clearly and

concisely

• Using correct industry terminology

• Using effective verbal and non-

verbal communication skills to
ensure understanding and to
demonstrate respect

• Identifying and overcoming

communication constraints

• Following workplace communication

and confidentiality protocols

• Communicating according to
required timelines?

Collaborate with 2 colleagues including:

• clarifying workplace instructions

• negotiating timeframes for the work

tasks involved

• identifying communication
constraints

• using strategies to overcome

communication constraints

• identifying and following workplace

communication and confidentiality
protocols.

Address communication constraints in

relation to a potentially complicated or
difficult situation including:

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 • Identifying the early signs of a
potentially complicated or difficult
situation

• Reporting the situation following

workplace reporting procedures

• Using communication skills to

avoid, defuse and resolve the
conflict associated with the actual or
potentially complicated or difficult
situation

• Identifying resolved and unresolved

aspects or the situation?

Report problems to a supervisor

including:

• Reporting on a potential or actual

legal and ethical breach

• Reporting on how the breach

impacted on employee, employer
and/or client rights and
responsibilities

• Reporting on any outstanding

conflict relating to the situations?

Complete 2 written or electronic

workplace documents including:

• Following workplace procedures

and standards for completing the
document, including those for digital
media

• Using clear, accurate and objective

language

• Using correct industry terminology

you used whilst completing the
document?

Contribute to continuous improvement

including:

• Identifying a work place

improvement

• Communicating and promoting the

improvement

• Modelling the improvement?

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 Read and use a position description to
identify areas of skill and knowledge
development?

Clarify understanding of the position

description and skills and knowledge
required with the assessor?

Seek feedback and advice from the

assessor on areas for skill and
knowledge development?

Consult with assessor on possible

options for accessing skill development
relevant to areas for skill and knowledge
development?

During the discussion with the assessor,

demonstrate effective communication
skills including:

• Speaking clearly and concisely and

confirming your assessor has
understood what you have said

• Using correct industry terminology

• Using non-verbal communication to

facilitate understanding

• Using active listening skills to

confirm understanding?

Access and report on at least one option

for skill and knowledge development?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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Final results record

Student name:

Assessor name:

Unit code and title: CHCCOM005 Communicate and work in health or community services

Fin al assessment r esults

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Simulation S U DNS

Assessment Task 3 Portfolio S U DNS

Overall unit results C NC

Assessor Feed back

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: ______________________________________ Date: _______________

St udent to complete
 My performance in this unit has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature: ________________________________________ Date: ________________

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