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Conduct interpersonal exchanges in a manner that develops and maintains trust and goodwill  (P.C. 1:1) Provide two examples of good interpersonal communication

Question One

Conduct interpersonal exchanges in a manner that develops and maintains trust and goodwill  (P.C. 1:1)

Provide two examples of good interpersonal communication

Maintain confidentiality and privacy of the person within organisation policy and protocols 

(P.C.  1:2)

Refer to your state or territories’  Information Privacy Act and answer the questions for the following scenario.


A non-health service provider refers a person to a mental health service and wishes to include information identified in the initial needs identification that is not related to the person’s mental illness, for example, their living circumstances. This information is not directly related to the primary reason for the referral, but it may assist the mental health counsellor to obtain a more comprehensive assessment.

The person does not have the capacity to consent (that is, they do not understand the nature of what they are consenting to, or the consequences of their consent), and it is not practical to obtain consent from an authorised representative.

Can Thelma’s information regarding her family problems be shared with the local planned activity group, or the physiotherapist without her consent?

Question Three

Recognise and respect diverse and multi-faceted needs of the individual and collaborate with other service providers as needed (P.C. 1:3)

Case study1

Shirley is 54 years of age lives alone in a two-storey home in Gippsland. After a fall she has sustained injuries that have resulted in a physical disability and the need for a wheelchair. Her confidence has been severely affected. Shirley is staying with her daughter in the city temporarily so she can access rehabilitation services. Shirley is anxious to return home and regain her independence.

What different services may be involved in supporting a woman with a disability, who lives alone, to remain in her home?

Case study2

Bill has been supported by several services to access education and employment opportunities, manage his physical and emotional health and to attend social events of interest to him.

When a person accesses multiple services, when do agencies need to communicate with one another to ensure that the person can access the services they need, and that their care is coordinated?

Provide clear and current information about service delivery and support the interests, rights and decision-making of the person in all dealings (P.C. 1:4)

  1. Think about a time when you had a issue. How many people did you talk to before you made a decision on what to do?
  2. How much time did it take to clarify in your mind what the actual issue was, before you took action?

Question Five

Determine the physical and psychological factors relevant to the person’s life stage that will influence service delivery (P.C. 2:1)

Explain how the physical and psychological factors related to the person’s life stage may influence service delivery.

Question Six

Explain the purpose of the planning process and discussing different service options with the person (P.C. 2:2)

  1. Write a paragraph on the purpose of the person center planning process in aged care, or disability services.
  2. Describe how you would discuss different planning options with the client.
  3. When would it be necessary to seek advice from another service provider when caring for a client?

Question Seven

Work with the person to determine readiness for the development of an individualised plan and select most appropriate service option (P.C. 2:3)

Case study

Annalise, a client, had some difficulty with her disability support worker, Jo, who was not involving her in planning for her individual plan. Annalise was reluctant to participate in her IP as she was not happy with some decisions. She approached another disability support worker for advice. After all the options had been discussed, Annalise decided she would like to report Jo to the manager, and was going to suggest that Jo needed more training. Annalise decided to make an appointment with the manager in the following week.

Before the appointment with the manager, Annalise thought about her options and changed her mind. She decided to talk directly to Jo as she felt it would create better relations and she wanted to give Jo the opportunity to tell her side of the story.

  1. What were some of the ways that Jo should have worked with her client Annalise to determine her readiness for the development of her individualised plan, and select the most appropriate service option for Annalise?
  2. Would you go as far as to suggest Jo was incompetent?

Question Eight

Determine who needs to be included in the planning process and organize practicalities

(P.C. 2:4)

  1. Write out an invitation for a mock case conference that you have been asked to facilitate, to determine a service delivery strategy. Explain who you will invite and why.
  2. Meeting venues
    1. Think of a room in which you have attended a meeting. If you could redesign the room to better facilitate the meetings, what would you change or what would you include? Write a ‘wish list’ of requirements and a brief description of the overall layout of the room.

Question Nine

Collating and preparing information and distribute to relevant stakeholders as required

  1. Explain why it is necessary to gather and prepare information for the planning process and distribute to relevant stakeholders.

Question Ten

Respect the person’s perspective, foster their strengths and capacities and promote their participation (P.C. 3:1)

  1. Explain the ways to support a person’s participation in service delivery planning.
  2. Describe the importance of a strengths based assessment.

Question Eleven

Identify and confirm key aspects of individualised service delivery by working collaboratively with the person and other stakeholders to establish goals (P.C. 3:3)

  1. Why is it important to identify and confirm resource requirements with the person and others when establishing goals?

Question Twelve

Consider interrelated needs of the person and plan an integrated approach to service delivery (P.C. 3:4)

  1. Describe how an integrated approach could support your clients to meet their needs more efficiently.
  2. Describe the things that would be needed to provide integrated service to these clients.

Question Thirteen

Conduct risk assessment specific to the person’s circumstances, discuss with person and work collaboratively to minimise risk (P.C. 3:5)

  1. Give two examples of how Risk Assessments are performed at your workplace.
  2. Briefly explain why it is important to conduct a risk assessment that is specific to the person’s circumstances.
  3. Examine how these risks from these situations can be appropriately reported. What are the possible risks that we face on a daily basis?
Behaviours of concern  


Impaired judgement and problem solving activities  


Poor home maintenance  


Inadequate security  


Environmental hazards  


Sudden or unexpected change in health status including sensory loss.    

Question Fourteen

Manage any conflict or differences with regard for the person’s perspective  (P.C. 3:6)

  1. Describe four main ways to manage conflict and identify what you believe is the most effective approach.
  2. Describe how conflict can be productive to your work with clients and co-workers

Question Fifteen

Consult with relevant people to assess the quality of, and satisfaction with, service and addressing and reporting any problems (P.C. 4:1)

  1. Describe the ways one can assess whether service delivery is effective.
  2. What is the most important thing when addressing problems with service delivery?

Question Sixteen

Work with the person and relevant others to identify and respond to the need for adjustments to individualised plans (p.c. 4:3)

Describe the procedures followed in your organisation for recording changes in clients care plans?

Refer to the following examples listed below and explain what the implications may be if these are not monitored, or reported on

A 75 year old aged care resident not eating enough at meal times.

A resident is not drinking enough during the day with signs of dehydration with skin tone that makes a crease that is slow to disappear, plus dry mouth and lips

A resident is losing weight as shown by an inspection of upper arms and calves.

A resident is refusing to walk and is not taking part in the usual activities.

A resident is experiencing toileting problems and is showing the onset of incontinence.

A resident is showing unusual aggression with other residents in the recreational activities room.

List the approaches to support self-determination.

Question Seventeen

Identify areas for improvement to overall service delivery implementation of organisation (P.C. 4:5)

  1. How would you know whether an organisation is providing culturally appropriate services?
  2. Name some suggested improvements to your organisation’s approaches to service delivery.

Question Eighteen

Clearly record planning activities and decisions made  (P.C. 5:1)

Case study:

Sania Menes is 24 years old. She was born in Egypt and her family migrated to Australia when she was a toddler.  The family has a strong Catholic faith and she is actively involved in the local church and Egyptian community. Sania lives with her family. She has Down syndrome and attends a training centre for people with intellectual disabilities. She has some learning disabilities and short-term memory loss.

Sania, is a shy young woman, who does not speak up for herself very much. She cannot read, or write, but she is very creative. She is happiest when she is dancing at the club and painting in the art class at the day centre.  Her individual planning meeting one month ago identified that she might like to spend more time doing artistic activities and meeting friends.

  1. Describe how you would record the information you identified regarding Sania’s decisions, based on the information included in the case study.
  2. Explain why objective language is important in reporting documents.

Question Nineteen

Maintain currency of documentation by making appropriate updates  (P.C. 5:3)

  1. In order to maintain the currency of a client’s records, what should you do?

Question Twenty

Incorporate review findings into continuous improvement processes (P.C. 5:4)

  1. Briefly explain why a service provider should incorporate findings of reviews into a continuous improvement process.
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