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Imagine Education
Student Assessment Cover
Sheet

Course Code CHC33015 Course Name Certificate III in Individual Support (Ageing)
Unit Code CHCCOM005 Unit Name Communicate and work in health or
Community services

Due Date 08/08/2022 Assessment Name Theory Assessment Workbook

Student No. 0003001648 Student Name Jenny Rose A. Castillo

Student Phone 0420968890 Student Email [email protected]

Student Declaration
I declare that this assessment is my own work and where my work is supported by documents from my workplace
placement/employer permission has been granted.

Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed
and dated.

Filling out this coversheet as part of an electronic submission and approving the above information will operate in the
same way as physically signing this cover sheet

Student Signature ______________________________________________________________

Office Use Only

Date/s Received: ___/___/___ ___/___/___ ___/___/___

Date/s Assessed: ___/___/___ ___/___/___ ___/___/___

Result of Assessment: ___________ ___________ ___________

Entered on Training Plan Moderation Signature

Note for Assessors:  Filling out the above Office Use Only section as part of an electronic submission will operate in the
same way as physically signing this cover sheet. If not physically signed, Assessor must print their name in signature box

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 Imagine Education
Theory Assessment Workbook

Course Code and Name: CHC33015 Certificate III in Individual Support (Ageing)
Unit Code: CHCCOM005
Unit Title: Communicate and work in health or community services

For this assessment you are required to answer all of the questions. You are permitted to research the
answers by reading your text book, theory notes and accessing the internet. If more room is needed
label each task with the question number and use headings or dot points to make your work clear for
your trainer and assessor.

Please follow the Referencing Guide contained on your Course handbook.

Please attach a student assessment cover sheet to each unit submission. You must complete the cover
sheet in full detail.

Written Activity 1.1

Task 1

For this task you are to create an information guide for new employees about communicating effectively in the
health and community services industry. This must not be hand written .In your guide you will need to include
information on the following topics:

 Effectively communicate with people

 Collaborating with colleagues

 Constraints to communication and strategies to address them

 Reporting requirements

 Workplace correspondence and documentation

 Continuous improvement

ATTACH THE DOCUMENT to this assessment

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(Document 1)- Employee

*Effectively Communicate with people

•Use verbal and Non-verbal communication to enhance understanding and demonstrate respect. Effective
communication, skills are fundamental to success in many aspects of life. Effective verbal or spoken
communication is dependent on a number of factors and cannot be isolated from other important interpersonal
skills such as non-verbal communication, listening skills and clarification.

*Collaborating with colleagues

•Listen to, Clarity and agree timeframes for carrying out workplace instructions. Clarify timeframes. Make sure
you clarify timeframes for each of your tasks with your supervisor.

*Constraints to communication and strategies to address them

Conflicts should be addressed in a timely fashion. Here are strategies to handle conflict and maintain a tension-
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free workplace and this are •Understand the situation •Acknowledged the problem •Be patient and take your
time •Arrange to meet with parties concerned •Focus on the problem, not the individual •Establish guidelines
•Keep the communication open •Act decisively.

*Reporting requirements

- Report problems to supervisor. All breaches should be reported no matter how minor they may seem at the
time. Any breach can have serious consequences, and it is an ethical responsibility and with in your duty of
care to do so. Reporting breaches is not for the purpose of getting the the other worker or yourself in trouble
but it is essential that appropriate personnel are notified so that it can be managed correctly from this point
onwards.
*Workplace correspondence and documentation

- Complete workplace correspondence and documentation by reading workplace documents relating to role
and clarity understanding with supervisor. One way to ensure you get everything in your job description
done is to manage your time well and keep working until it is done. Few tips to ensure you have time to get it
all done one time and effectively, •Plan your week/day •Group similar activities •Do your work •Finish every
activity you start •Focus on the most important tasks and •Take a break

*Continuous improvement

- Contribute to continues improvement by Identifying , Voicing and Implementing improves work practices
is vital in maintaining a current and safe work environment. It may include:
•Reporting and implementing suggested improvements
•Seeking and dressing costumer feedback
•Monitoring tasks
•Responding to surveys and questionnaires

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•Assessing/observing/measuring environmental factors
•Checking equipment
•Developing and implementing child Safe, child-friendly resources, environment and work tools to support
staff and volunteers working with people under 18 years of age

Task 2

Read the following care plan and then complete the documentation, imagining that you have just completed
cares for Mr. Pleva.

Mr. Jerry Pleva is a new admission to your facility and arrived last week on your day off. This is the first time that
you will be caring for him and you need to read his care plan before you go and assist him.

Jerry Pleva is a 77-year-old widower and a new client of Rose Valley Care. Jerry appears to have settled
well after struggling with independent care for the last two years following prostate cancer and a hip
replacement. He has recovered well from chemotherapy but has mobility problems after his hip
operation. He tends to be forgetful and keeps a diary to remind him when his family are visiting. He is
mentally alert, and is an active member of the community chess club.

You read the care plan and then go to his room to start with daily care for Jerry.

Individualised Care Plan

Name: Jerry Pleva Date of birth: 21/12/1939

Room no: 12 Date of admission: 25/01/2016

Care alerts (write in red)

Preferred name: Jerry

Care needs

Problem Aids Intervention Goal

Vision

Wears glasses  Keep clean  Maintains vision

 In case at night  Optometrist yearly

Hearing

Profound deafness Digital hearing  Check hearing aid is  hearing aid worn daily
in right ear, some aid right ear clean  Check for ear wax
hearing loss in left  Assist to insert

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 ear hearing aid

Communication

Problems due to Hearing aid  Face client  Maintain good communication

deafness  Speak clearly
 Use good body
language
 Check for
understanding

Mobility

Unsteady gait Walker  Requires one to  Maintain present level of

assist independence
High risk of falls  Non-slip footwear  Maintain safety
 Mobilise with
Hip replacement
walker
(2014)  falls assessment
6/12
 Attends physio
exercise group
Mon/Wed/Fri

Toileting and continence

Dribbling urinary  Toilet schedule  Maintain dignity

incontinence every two hours
 Wears pads day and
(prostate cancer) night
 Uses urinal at night
 High fibre diet
 Encourage fluid
intake
 Chart and record
bowel action
Bowels  Takes aperients if
required

Showering

Shower chair/one Shower chair  Set up and assist  Maintain privacy

to assist and grab rails  Prefers male staff to  Maintain independence
assist  Maintain personal hygiene

Dressing and grooming

Set up clothes and Electric shaver  maintain independence

assist  maintain appearance
Long shoe horn
Shaves
Shoes with
independently
Velcro

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 fastenings

Foot and nail care

Podiatrist visits  Podiatrist to cut Ensure client knows when podiatrist

nails comes
6 /52

Oral care

Own teeth electric  Check batteries in Maintain good oral hygiene

toothbrush toothbrush regularly
 Cleans teeth
morning and night

Rest and sleep

Afternoon nap  Check bed height Ensure he maintains preferred routine

and locks
Settles at 9pm  Ensure buzzer handy Ensure sufficient rest not to interfere
with night time sleep patterns

Behaviour

Mentally alert Remind/  Keeps a diary of visit

prompt times of family
Can be forgetful  Keeps a calendar

Nutrition

Shellfish allergy Remind/  Normal diet  Weekly weigh (75kg)

prompt

Skin care

Dry skin on arms  Uses sorbolene daily  Maintain skin integrity

and legs after shower

Social needs

Family outing Wheelie  Paints regularly  Maintain socialisation

weekly on walker  Active member of
Saturday (09-1700) community chess
club
 Goes to weekly
reading group

Religion/spirituality

Anglican  local Anglican  Maintain spiritual practice

minister visits
weekly

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  Attends church
Easter and Christmas

Other comments

As at 25.01.2021 – nothing to record

Date care plan evaluated Signature

Upon admission, 25.01.2021

Entered in progress notes Date

Signed:

Print name:

Position title: PCW

Review date: every 3 months

Instructions

1. Now that you have completed your cares for Mr. Pleva, please sign and date Care plan.

2. Record progress note using template below. Make sure you sign your notes. A progress note
should discuss/sign off on all of the ADLs and include his weight as it is his daily weigh day .

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Progress notes

Date Progress notes

Upon receiving Mr. Jerry Pleva, I greeted him a good day and ask him how he’s doing and
7:30am
Introduce myself that I’m the one will give a care for me him today. I check Me. Pleva’s

temperature it’s 36.8 degrees and weighted him 58kilos this morning. After 10mins I

approach my male co-workers to do his morning shower as well as his dressing and

and grooming as he prefers to male staff to assist. After his morning shower, dressing and

grooming I assist Mr. Pleva for his breakfast and morning tea. He ate a lot this morning.

After his breakfast I assist him for his oral hygiene, foot and nail care. We go for a minute

walk and after all of this activities he does his early afternoon nap.

Jenny Rose A. Castillo

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 1. The care support plan identifies

a) Client problems
b) Goals or expected outcomes
c) Intervention strategies in care and evaluation processes
d) All of the above

2. When using the care plan you are required to:

a) Read the care support plan

b) Follow instructions in the plan
c) Use information in the plan and if you are unsure ask your supervisor
d) All of the above

3. Observing changes in health status involves:

a) Good observation skills including sight, hearing and touch

b) Recognising what is not normal for client
c) Knowing what is normal for the client
d) All of above

Read the case study. Write down, or tell your trainer, your responses to the tasks.

Case study
85 year old, Mrs. Hay has slipped in her kitchen 15 minutes prior to your arrival. When you arrive
you find her on the floor and you need to perform basic first aid and assist Mrs. Hay to her armchair
to rest. She is calling out loudly and when you approach her to offer assistance she hits out at you,
causing a bruise on your jaw.
Later when Mrs. Hay is feeling better, you ask her if she knows what she slipped on. She tells you
the fridge has been leaking water on to the floor for the last couple of months and that she usually
puts a towel under the fridge to catch the water but this morning it seeped through the towel.

1. List the documents you need to complete. If necessary, refer to the documents in your
workplace or an organisation that you can research for ideas.

- In relation to the care of the client , some of the documents that will frequently have to
address will be : Care plans, Hazard reports, Maintenance request, Case and progress notes ,
Incident reports, Individualised plans, Appointments , Financial statements and receipts and
personal documents. In Mrs. Hay’s case the documents that will be listed is the incident report
which is she had slipped in her kitchen 15 mins prior of my arrival and also will be reported that
Mrs. Hay hits out me and its causes bruises in my jaw. Hazard reports must also included
because of wet floor and it caused Mrs. Hay slipped hazard.

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2. Outline the purpose of this documentation.
- Documentation is a single of truth, it saves time and energy. Proper documentation helps you organize
your notes and data. One way to ensure you get everything in your job description done is to manage
your time and keep working until it is done. Some few tips to ensure you have time to get it all done one
time and effectively; first, is Plan your week/day, Group similar activities, Do your work, Finish every
activity you start, Focus on the most important tasks and Take a break.

3.What would you do with the documentation once you have completed it?
- Once the documentation is completed, each workplace will have its own guidelines as to what
expected of you, the worker, when reporting and completing documentation. It’s the care worker’s
responsibility to know and understand the policies and procedures of your organisation. If in doubt as
what your responsibilities are , then you may wish to consult your supervisor or manager or check with
your procedure manuals.

Task 4 Written Questions

1. What are the different categories of communication?

- The different categories of communication are: Spoken or Verbal communication, Non-

verbal communication, Written communication and Visualisations.

2. What can you do to communicate effectively with people?

To communicate effectively with people, use verbal and non-verbal communication to

enhance understanding and demonstrate respect and this is most effective way of
communication.

3. Write two examples each of open questions and closed questions

Open Question – example 1:

- “Where did you get your flu ?”

Open Question – example 2:

- “When do you feel unwell?”

Closed Question – example 1:

- “Did you take medicine for this?”

Closed Question – example 2:

- “We’re you expect it to happen?”

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 4. What can you do to collaborate with colleagues?

- To collaborate with colleagues we must; Listen to, Clarify and agree timeframes for carrying
out workplace instructions and to clarify timeframes with supervisor is important task of
your work.

5. List six examples of industry terminology that you would use in verbal, written and digital
communications.

I. PAC ( Post Acute Care )

II. ACAS ( Aged Care Assessment Service )
III. HCP ( Home Care Packages )
IV. DAP ( Daily Accommodation Payment )
V. ILU’s ( Independent Living Units )
VI. SRF ( Supported Residential Facility )

6. What can you do to address communication constraints?

- To address communication constraints is to identify early signs of potentially complicated or

difficult situations and report according to organisation procedures. It is important to be
able to discuss any issues or concerns may have with supervisor.

7. Discuss two strategies to handle conflict and maintain a tension-free workplace.

Strategy 1:
- Understand the situation , In this strategy before try to settle the conflict, ensure that you
have investigated both sides of the issue and try to understand the situation on your own
and in your colleagues.

Strategy 2:
- Be patient and take your time, In this strategy you must get a clear understanding of the
issues before to try to intervene. To understand others perceptions will help you to focus on
what is important to each and everyone and to find common ground.

8. What legislation Acts are relevant to community services?

- The Legislation Acts are relevant to community services are: Adoption Act of 2000, Children
and young person ( Care and Protection Act 1998, Community services (Complaints, Reviews
and Monitoring) Act 1993, , Community Welfare Act 1987 and Privacy Act.

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 9. Who should you report any unresolved conflicts, breach or non-adherence to standard
operating procedures, or any issues impacting on the rights of you or your client to?

- Report any unresolved conflicts, breach or non-adherence to standard operating procedures

or any issues impacting on the rights of you and your client to the supervisor. Comply with
Legal and Ethical Responsibilities and discuss difficulties with the supervisor and refer
unresolved conflicts situations to the supervisor.

10. What should you do to complete workplace correspondence and documentation?

- To complete workplace correspondence and documentation you must read workplace

documents relating to Role and clarify understanding with supervisor. One way to ensure
you get everything in your job description done is to manage your time well and keep
working until it is done.

11. List six different types of documentation you may encounter in community and health services.

I. Time sheets
II. Rosters
III. Client Contact registers including telephone call meeting registers and records
IV. Purchase orders and invoices
V. Promotion materials
VI. Organisation’s policies and procedures

12. How can you contribute to continuous improvement in your workplace?

- Contribute to Identifying and Voicing improvements in work practices and implementing

improved work practices is a vital in maintaining a current and safe work environment. It may
also includes: Reporting and implementing suggested improvements, Seeking and addressing
customers feedback, Monitoring tasks, Responding to surveys and questionnaires,
Assessing/Observing/Measuring environmental factors,Checking equipment and Developing
and implementing child safe, child-friendly resources, environment and work tools to support
staff and volunteers working with people under 18 years of age. If you notice that something
can be done easier or better ; then it is your role to ensure that you identify them in the first
instance then implementing a change with all other workers . This change will need to be
thought out , re-written and then gain approval for the implementation. Once this has been
done then, the changes can be made.

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