80%CHCADV001 Facilitate The Interests and Rights of Clients SAB v3.1 THEORY

STUDENT AS S ESS MENT BO O KLET- I
CH CA DV 001 Faci l i t at e t he Int er est s
and Ri ght s of C li ent s
Suite 203, 11-15 Deane Street Burwood, NSW, 2134

Email: info@advancecollege.edu.au
RTO Code: 45342
Student Name: Roji Siwakoti

© 2020 Advance College
Advance College is a trading name of Australian
Newtown College, RTO 45342.
Cover image © Bigstock www.bigstock.com (Images 1
& 2) and © Shutterstock www.shutterstock.com
(Image 3)
ASSESSMENT OVERVIEW
This Student Assessment Booklet-I includes Task 1 for
assessment of CHCADV001 Facilitate the interests and
rights of clients.
ABOUT YOUR ASSESSMENTS

This unit requires that you complete four assessment
tasks. You are required to complete all tasks to
demonstrate competency in this unit.
Assessment Task About this task

Assessment Task 1: You must correctly answer all
Written questions questions to show that you
understand the knowledge
required of this unit.

Assessment Task 2: You are required to participate
Role play in a role play to support a
client’s family member to
lodge a formal complaint.
CHCADV001 Facilitate the Interests and Rights of Clients Page 5

© Advance College November 2020 Version 3.1
Assessment Task About this task
Assessment Task 3: You are to work with one
Workplace project client to identify their
interests, needs and rights with
a view to advocating on their
behalf to your supervisor on at
least one issue.

Assessment Task 4: You will be observed
Workplace advocating on behalf of a
observation client.
How to submit your assessments
When you have completed each assessment task you
will need to submit it to your assessor.
Instructions about submission can be found at the
beginning of each assessment task.
Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will
find an Assessment Task Cover Sheet. Please fill it in
for each task, making sure you sign the student
declaration.
Your assessor will give you feedback about how well
you went in each task, and will write this on the back
of the Task Cover Sheet.
Prerequisite
The prerequisite for this unit is NIL.

PERFORMANCE EVIDENCE
The candidate must show evidence of the ability to
complete tasks outlined in elements and performance
criteria of this unit, manage tasks and manage
contingencies in the context of the job role. There must
be demonstrated evidence that the candidate has:
 Worked in collaboration with 1 client to
identify their interests, needs and rights
 Advocated on behalf of 1 client to achieve a
specific outcome
 Supported 1 client throughout an
organisational or legal complaints process
KNOWLEDGE EVIDENCE
The candidate must be able to demonstrate essential
knowledge required to effectively complete tasks
outlined in elements and performance criteria of this

unit, manage the task and manage contingencies in the
context of the work role. This includes knowledge of:
 Universal Declaration of Human Rights
 relationship between human needs and human
rights
 human rights frameworks, approaches,
instruments
 legal and ethical considerations (international,
national, state/territory, local) related to
facilitation of client rights and interests and how
these impact individual workers:
 duty of care
 human rights
 mandatory reporting
 discrimination
 privacy, confidentiality and disclosure
 informed consent

 organisation and legal complaints processes
 rights and responsibilities of clients, workers and
organisations
 common risks to client safety and wellbeing
 relevance of child protection across all health
and community services contexts, including duty of
care when child is not the client, indicators of risk
and adult disclosure
 actions that constitute discrimination and
techniques for addressing it
 types of community resources, networks and
referral options relevant to the nature of client
service
 potential conflict between client needs and
organisation requirements
 differences between negotiation, advocacy,
mediation

 negotiation, advocacy, mediation techniques for
the facilitation of client rights
 empowerment and disempowerment
For all documentation on the performance criteria and
assessment requirements of the unit CHCADV001
Facilitate the interests and rights of clients, please refer
to the training.gov.au website with this link:
https://training.gov.au/Training/Details/CHCADV001

ASSESSMENT TASK COVER SHEET
Students: Please fill out this cover sheet clearly and
accurately for this task.
Student
Name
Assessor
Name
Unit: CHCADV001 Facilitate the interests and
rights of clients
ASSESSMENT DETAILS
Written/Oral questions Role play
Assessme
Workplace Project
nt Type
Workplace Observation
AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before
you fill out and sign the agreement below. Make sure
you sign this before you start any of your assessments.

Have you read and understood what is
Yes No
required of you in terms of assessment?
Do you understand the requirements of
Yes No
this assessment?
Do you agree to the way in which you
Yes No
are being assessed?
Do you have any special needs or
Yes No
considerations to be made for this
assessment? If yes, what are they?
…………………………… …………………………
………………… ……… … … .
………………………………………….
Do you understand your rights to appeal
Yes No
the decisions made in an assessment?
None of this work has been completed
Yes No
by any other person.
I have not cheated or plagiarised the

Yes No
work or colluded with any other

student/s.
I have correctly referenced all resources

Yes No
and reference texts to complete these
assessment tasks.
I understand that if I am found to be in
Yes No
breach of policy, disciplinary action may
be taken against me.
STUDENT DECLARATION
I, ,_certify that the statements I have attested above
have been made in a good faith, are true and correct.
To the best of my knowledge and belief, these tasks are
my own work.
Student Signature: ……………………………
Date: ............... /................./...................................

ASSESSMENT TASK COVER SHEET –
Attempt 1
Result Satisfactory Not Yet
(S) Satisfactory
(NYS)
ASSESSOR FEEDBACK (Assessment Task 1)
Assessors: Please return this cover sheet to the student
with assessment results and feedback.

Assessor signature: Date:
Attempt 2
Re- Satisfactory Not Yet
assessment (S) Satisfactory
Result (NYS)

Attempt 3
Re- Satisfactor Not Yet
assessment y (S) Satisfactory
Result (NYS)

ASSESSOR DECLARATION
I declare that I have conducted a fair, valid, reliable
and flexible assessment with this student, and I have
observed the student demonstrate unit outcomes
through consistent and repeated application of skills
and knowledge over a period of time and provided
appropriate feedback.
Signature:
Date:
STUDENT FEEDBACK AND ASSESSMENT
APPEALS

You can make an appeal about an assessment decision
by putting it in writing and sending it to us. Refer to
your Student Handbook for more information about our
appeals process.
I have received my assessment result and I am
satisfied with the given feedback for this assessment.
I am not satisfied about my result and I would like to
appeal regarding my result.
Student Signature: ……………………………
Date: ......... /.........../..................
ASSESSMENT TASK 1: WRITTEN
QUESTIONS

TASK SUMMARY:
 This is an open book test – you can use the Internet,
textbooks and other documents to help you with your
answers if required.
 You must answer all questions correctly.
 Write your answers in the space provided.
 If you need more space, you can use extra paper. All
extra pieces of paper must include your name and the
question number/s you are answering.
 You may like to use a computer to type your
answers. Your assessor will tell you if you can email
them the file or if you need to print a hard copy and
submit it.

WHAT DO I NEED IN ORDER TO COMPLETE THIS
ASSESSMENT?
 Access to textbooks and other learning materials.
 Access to a computer and the Internet (if you prefer
to type your answers).
 Australia’s Human Rights Framework”, (April 2010)
https://www.ag.gov.au/Consultations/Documents/Pu
blicsubmissionsonthedraftbaselinestudy/AustraliasHu
manRightsFramework.pdf
 Universal Declaration of Human Rights,
http://www.un.org/en/universal-declaration-human-
rights/
WHEN DO I DO THIS TASK?
 You will do this task in your own time.

 Write in the due date as advised by your assessor:
______________________________
_______________
WHAT DO I NEED TO DO IF I GET SOMETHING
WRONG?
If your assessor marks any of your answers as incorrect,
they will talk to you about resubmission. You will need
to do one of the following:
 Answer the questions that were incorrect in writing.
 Answer the questions that were incorrect verbally.
Instructions to students:
After accessing the above-mentioned websites, answer
the following questions.

QUESTION 1
a)In the table below, indicate whether the statement is
a “human right” or a “human need”. In the third
column, indicate which Article from the Universal
Declaration of Human Rights applies in each case.
Indicate with NA if the Declaration is not applicable
for any statement.
Statement Human right or Human Article
need (circle the correct Numbe
response r or
NA
Joanne feels left
out. She has no
family or friends. Human right Human
She would love to need
have a sense of
belonging.

Bill was an
average student
during school. He
now has to
expand his
education so that
he can pursue his Human right Human
chosen career. need
Unfortunately the
university has
refused him entry
to the course as
he did not meet
the entry
requirement.
Marcos is a drug Human right Human
dealer in need

Columbia. He has
been caught by
authorities and is
now being
interrogated to
find out the
location of the
drug lords he
works for. He is
subjected to
thirst, starvation
and pain in an
attempt to get
him to talk.
Children are Human right Human
dying from need
malnutrition.

Their mothers
search for food
but there is little
available in the
war torn area
they live in.

Akilah is being
sent from
Australia where
she has grown up
to an arranged
Human right Human
marriage. She
need
does not want to
go – she has never
met the man and
does not wish to
marry him.

Harold and Daisy
are residents at an
Aged Care
facility. They
have decided that
they will get
married. Their
families are both Human right Human
trying to stop the need
wedding as they
are “too old”.
Both Harold and
Daisy are fully
aware of what
they are wanting
to do.

b) Access “Australia’s Human Rights Framework” at
https://www.ag.gov.au/Consultations/Documents/Pu
blicsubmissionsonthedraftbaselinestudy/AustraliasHu
manRightsFramework.pdf. In the table below, briefly
explain each of the pillars in the framework.
Framework Brief description
Pillar
Reaffirm Commitment to promoting and
respecting human rights in Australia.
The Government reaffirms its
commitment to promoting awareness
and understanding of human rights in
the Australian community and
respecting the seven core United
Nations human rights treaties to which
Australia is a party.
Educate The Government will enhance its

support for human rights education
across the community, including
primary and secondary schools.
• The Government will provide funding
of $2 million over four years to non-
government organisations (NGOs) for
the development and delivery of
community education and engagement
programs to promote a greater
understanding of human rights.
• The Government will provide an
additional $6.6 million over four years
to the Australian Human Rights
Commission to enable it to expand its
community education role on human
rights and to provide information and
support for human rights education

programs.
• The Government will invest $3.8
million in an education and training
program for the Commonwealth public
sector, including development of a
human rights toolkit and guidance
materials for public sector policy
development and implementation of
Government programs.
Engage The Government will continue to engage
with the international community to
improve the protection and promotion
of human rights at home, within our
region and around the world.
• The Government will develop a new
National Action Plan on Human Rights,
working with our State and Territory

counterparts and NGOs, to outline
future action for the promotion and
protection of human rights.
• The Government will bring together
the NGO Forums on Human Rights
hosted by the Attorney-General and the
Minister for Foreign Affairs, to ensure
the forums provide a comprehensive
consultation mechanism for discussion
about domestic and international human
rights issues.
Protect The Government will introduce
legislation to establish a Parliamentary
Joint Committee on Human Rights
which will provide greater scrutiny of
legislation for compliance with
Australia’s international human rights

obligations under the seven core UN
human rights treaties to which Australia
is a party.
• The Government will introduce
legislation requiring that each new Bill
introduced into Parliament, and
delegated legislation subject to
disallowance, be accompanied by a
statement which assesses its
compatibility with the seven core UN
human rights treaties to which Australia
is a party.
Respect The Government will review legislation,
policies and practices for compliance
with the seven core UN human rights
treaties to which Australia is a party.
• The Government will develop

exposure draft legislation harmonising
and consolidating Commonwealth anti-
discrimination laws to remove
unnecessary regulatory overlap, address
inconsistencies across laws and make the
system more user-friendly.
• The Government will include the
President of the Australian Human
Rights Commission as a permanent
member of the Administrative Review
Council.
Question 2
Helen is about to go off shift for the night. She is
running late and needs to get home quickly as she
needs to change and go out. Mildred calls her as she
passes by her room ‘Excuse me, I haven’t had my
medication yet and it’s late”.

Helen thinks the medication trolley is probably on its
way so she chooses to pretend she has not heard
Mildred and hurries on out of the building.
a)Has Helen breached her duty of care? Why?
Yes, Helen has breached her duty of care because she
heard the Mildred but she pretended that she did not
listen to him, which is treated as
ignorance/negligence. As, it is the right of client to be
heard and access quality care promoting their health.

c)What is a possible impact on the client due to
Helen’s actions?
The possible impact on the client due to Helen’s
action is Mildred may feel like he is ignored/ neglected
affecting his emotional health. Interpersonal
relationship may be affected. There will be no trust
between Helen and Mildred.

d) What rights does Mildred have
Mildred have:
Right to medication
Right to information
QUESTION 3
a)Provide two examples of discrimination against
elderly people that you have either witnessed, or
heard of.
Two examples of discrimination against elderly people
that I have either witnessed , or heard of:

e)How could each of these have been addressed?
QUESTION 4
Hilda is about to have her birthday. The worker at
the Day Care where Hilda attends regularly asks her
several times how old she will be. Every time she
answers “I’m as old as my tongue and a little older
than my teeth”.
When her birthday arrives, the worker brings her out
a huge cake with the number “91” on it. “You

wouldn’t tell me how old you are but I just looked it
up on your records” the worker says proudly. “Look
everyone – Here is Hilda’s cake. Doesn’t she look
marvellous for 91!”

a)Has the worker breached Hilda’s rights? How?
Helga receives home care services. A student has
come in today to shower her. The student introduces
her assessor and says that the assessor will be
watching how she showers Hilda today. A qualified
worker is also there to supervise the student.

“Do I have to shower will all three of you there?”
Hilda asks. “Oh yes” says the qualified worker
“Otherwise the student can’t finish her qualification”.
This is the first Hilda has heard about this and she
feels very uncomfortable as she has her shower.

f) Does Hilda have to allow the qualified worker, the
student and the assessor to all watch her shower?
Why/Why not?
g)What rights have been breached in this case?
Right of Privacy has been breached in this case.A

h) Suggest what a more appropriate approach might
have been for the student’s assessment.
Heidi has severe dementia. A university has asked
her carer (who does not have medical power of
attorney) if she could participate in a clinical trial
which is looking at alternative treatments for
dementia.
Without asking any questions, the carer says yes
immediately “She won’t know any different anyway –
she is just a vegetable now. She may as well be useful

to modern science”
i) Have Heidi’s rights been upheld? Explain your
answer.
QUESTION 5
Max is very angry. He put in a formal complaint
about the way his residential care fees were being
charged – He is sure he is being overcharged. He has
just received advice that it has been looked at by the
billing department and the fees are correct. There is
no other information provided to him.
He is sure he is right and that the facility is ripping
him off.
Use the internet to research the following questions:

a)What phone number could Max call to receive advice
from the Aged Care Complaints Commissioner?
If you're not satisfied with your service provider's
response, you can make a complaint to the Aged Care
Quality and Safety Commission online or by calling
1800 951 822.

j) How much will it cost Max to lodge a complaint with
the Aged Care Complaints Commissioner?
Anyone can make a complaint and the service is free.
You can complain anonymously, confidentially or
openly
k) Briefly describe the advocacy services that are
available to assist people to make complaints to the
Aged Care Complaints Commissioner?
Aged care advocacy means offering information to people

receiving aged care services about their rights and
responsibilities, and assisting them to uphold their rights.

If you are concerned about any aspect of your aged care or
services and you want to speak to someone about this,
Seniors Rights Service is available to help you.
An aged care advocate can speak on your behalf, when you

feel disadvantaged, in a way that represents your best
interests.
The advocate will always ask your permission before taking

any action.

QUESTION 6
Today Meadowvale Aged Care facility is very short
staffed. It is a public holiday so there is reduced
staffing anyway as there are no programs delivered on
public holidays and often residents go home to family.
On top of this two staff have called in sick and one
staff member has not turned up to work.
The supervisor attempts to get some casual staff in to
cover the shifts but is unsuccessful.
All staff are overworked on that day. There are
several residents who have been sick with gastro for
three days, and one client has a heart attack.
Services are severely disrupted – clients did not get
their lunch or dinner until late and several dressings
were not changed at all. Several clients were left in
soiled incontinence aids until a staff member could get

to them.
Some clients wanting minor things that they could
manage themselves complained loudly and harassed
workers.
In the following table, list the rights and responsibilities
of clients, workers and Meadowvale Aged Care facility.
Also list what could have been done better by each
group (if anything).
Rights Responsibilitie What could
s have been
done better
Clients

Workers
Meadowval

QUESTION 7
List six common risks to safety and well-being of older
people.
 Risk of Social IsolationSocial isolation is not

exclusive to older people.

 Risk of Malnutrition and Dehydration. Older
people are particularly at risk of malnutrition and
dehydration.

 Risk of Falling and Poor Mobility.

 Risk of Dementia.

 Risk of Fire.

Risk of Fraud

QUESTION 8
Biggscote is a small town of approximately 3,000
people. It has an ageing community and is luckily
serviced by a small country hospital and aged care
facility. The nearest large town is 50 km away.
The hospital, in conjunction with the town’s
Community House, are undergoing a project to
improve the health and wellbeing of the growing
number of older people in the town.
They are looking at opportunities for community
resources, networks and professional services.
In the table below. List at least six suggestions for
each category. One example of each has been provided
for you as a guide.
Community Networks Professional
Resources services
Book sharing Book Club Physiotherapist

facility to visit hospital
once per week

QUESTION 9
Sometimes there is a challenge to balance the needs of
individual clients with the needs of an organisation
that is trying to provide a good service to a range of
clients with varying sets of needs and wants.
For example, the Aged Care residence at Biggscote
has a wide variety of clients. They are from many
different cultures – there are Italians, Greeks,
Indians, Aboriginals, English, Australians and three
Asians.
The facility runs on quite a small budget as they wish
to remain affordable for the small community of
Biggscote.
With so many nationalities, there are many demands
for different foods. But on their budget they are
unable to cater for everyone’s preferences. There is

always two choices of food, but the menu is mainly
Western type food.
The Board of Directors would like to try to cater
more for individuals without blowing the budget and
meet to discuss options.
Can you suggest three low-cost ways the Facility could
introduce to assist with this challenge?
QUESTION 10
a)In the table below, indicate whether each situation is
advocacy, negotiation or mediation. Circle the
correct answer.
Situation Advocacy, Negotiation or
Mediation

Jemma and Susan can’t
get along. They argue
every time they see each
other (which is often).
The feud has been going
for many years and now
they are in the same aged
care facility. Advocacy, Negotiation or
The supervisor sits down Mediation
with them both to try to
work out a solution. She
allows both people to have
a say, then suggests some
options. In the end they
both agree to compromise.
Elsie like to get to Advocacy, Negotiation or

breakfast early. If she isn’t Mediation
early her whole morning is
put out – by the time she
has had breakfast and
done all her chores it is
lunch time and she does
need a rest before lunch.
Elsie pleads with her carer
to do her shower earlier
but she can’t fit that in
with her start time. Elsie
explains her situation to
the supervisor. The
supervisor says that the
night staff could do her
shower – but it would
have to be at 6.30am so

she would have to be up
very early. Elsie says that
is perfect and she is
always first to breakfast
now.
Glenda finds the TV from Advocacy, Negotiation or
the next door room very Mediation
loud and intrusive. She
doesn’t want to complain
as the gentleman who
occupies the room is very
deaf and is just trying to
hear the TV. Glenda’s
daughter says that she
will talk to the supervisor
about it to see if anything

can be done. Glenda asks
her not to complain – just
to mention it. Glenda
agrees and makes an
appointment to see the
supervisor.
The supervisor goes to the Advocacy, Negotiation or
client with the noisy TV – Mediation
Burt. “Now Burt, your
TV is very loud, why
don’t’ we move it over
here so it won’t be so
noisy next door?” Burt
doesn’t agree – he likes his
TV just where it is. “Ok
Burt, fair enough” says the

supervisor “But I’ve had
an idea – why don’t you
get a portable speaker
that we could put on your
table beside you, and you
will be able to hear much
more easily”. “That’s a
great idea” said Burt “I
will hear better and I
won’t be disturbing
anyone else”.
l) In the table below, list four techniques that are
required for successful negotiation, advocacy and
mediation.
Techniques
Negotiation Pay attention to timing.

Leave behind your ego
Ramp up your listening skills
If you don't ask, you don't get

Advocacy Collaborate with all members of the
team
Approach other stakeholders with a
respectful, positive attitude
Avoid feelings of entitlement
Have a willingness to be honest

Mediation Set expectations
Opening statements
Set the agenda
Work through the agenda
QUESTION 11
Ken is a known sex offender. He spent several years
in jail for offences against children. He is now an old

man and requires Home and Community Care
services. A male carer visits him three times a week
to assist him with showering and other personal care
activities.
He lives at home with his son. Two weeks ago the
son’s girlfriend moved in with them. She has two
young children – both girls. The carer notices that
Ken is always watching them and he wonders if the
girlfriend is aware that her boyfriend’s father is a
convicted child sex offender.
a)Does the carer have an obligation to do something
about this situation – after all it is Ken who is his
client, not the children.

m) What are four indicators that the children might
show if they are being abused by Ken


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STUDENT AS S ESS MENT BO O KLET- I

CH CA DV 001 Faci l i t at e t he Int er est s

and Ri ght s of C li ent s

Suite 203, 11-15 Deane Street Burwood, NSW, 2134

Student Name: Roji Siwakoti

Advance College is a trading name of Australian

Newtown College, RTO 45342.

Cover image © Bigstock www.bigstock.com (Images 1

& 2) and © Shutterstock www.shutterstock.com

assessment of CHCADV001 Facilitate the interests and

ABOUT YOUR ASSESSMENTS

tasks. You are required to complete all tasks to

demonstrate competency in this unit.

Assessment Task About this task

Written questions questions to show that you

understand the knowledge

required of this unit.

Role play in a role play to support a

client’s family member to

lodge a formal complaint.

CHCADV001 Facilitate the Interests and Rights of Clients Page 5

Workplace project client to identify their

interests, needs and rights with

a view to advocating on their

behalf to your supervisor on at

least one issue.

Workplace advocating on behalf of a

How to submit your assessments

When you have completed each assessment task you

will need to submit it to your assessor.

Instructions about submission can be found at the

beginning of each assessment task.

Assessment Task Cover Sheet

CHCADV001 Facilitate the Interests and Rights of Clients Page 6

find an Assessment Task Cover Sheet. Please fill it in

for each task, making sure you sign the student

Your assessor will give you feedback about how well

of the Task Cover Sheet.

The prerequisite for this unit is NIL.

CHCADV001 Facilitate the Interests and Rights of Clients Page 7

complete tasks outlined in elements and performance

criteria of this unit, manage tasks and manage

contingencies in the context of the job role. There must

be demonstrated evidence that the candidate has:

 Worked in collaboration with 1 client to

identify their interests, needs and rights

 Advocated on behalf of 1 client to achieve a

 Supported 1 client throughout an

organisational or legal complaints process

The candidate must be able to demonstrate essential

knowledge required to effectively complete tasks

outlined in elements and performance criteria of this

CHCADV001 Facilitate the Interests and Rights of Clients Page 8

context of the work role. This includes knowledge of:

 Universal Declaration of Human Rights

 relationship between human needs and human

 human rights frameworks, approaches,

 legal and ethical considerations (international,

national, state/territory, local) related to

facilitation of client rights and interests and how

these impact individual workers:

 privacy, confidentiality and disclosure

CHCADV001 Facilitate the Interests and Rights of Clients Page 9