CHCCCS015 - Provide individualised support

Determine support needs

Provide support services

Monitor support activities

Complete reporting and

documentation

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 TOPIC 1 – DETERMINE SUPPORT NEEDS

Interpret and clarify own role in implementing

individualised plan and seek appropriate support for
aspects outside scope of own knowledge, skills or job
role and provide assistance to maintain a clean and
comfortable environment
◦ In the community care sector, your job is to assist the person with a
disability or ageing client to identify and meet their needs
◦ Depending upon the needs of your client, you may need to seek the assistance of
involving other organisations to meet the needs of the client

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 Domiciliary Care is designed to support people to
continue living independently in their own homes
◦ Some of the types of support offered by domiciliary care include:
◦ Home support services
◦ Home assistance
◦ Respite services
◦ Physiotherapy
◦ Occupational therapy
◦ Social work
◦ Health advice
◦ Community care nursing

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 Confirm individualised plan details with the person
and with family and carers when appropriate
When formulating an individualised plan, the worker
needs to identify the client needs, analyse of client
needs, match client needs to the appropriate services
and resources, develop and implement action plans and
monitor and measure outcomes
◦ Other sources of client information can include:
◦ The client's advocate or representative
◦ Family, significant others and carers
◦ Case documentation
◦ Information from other professional sources including medical reports
◦ Liaison with other service providers

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 Maslow's hierarchy of human needs
Maslow’s hierarchy of needs first designed by a
psychologist called Abraham Maslow in the 1960s
provides us with a way of examining the types of
needs important to most of us
◦ Maslow used to illustrate that some needs are indeed more
important to us than others
◦ He showed that each of us will always try to satisfy our more important needs
before we concern ourselves with what he called our 'higher order needs'

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 Individualised plans
People who are ageing or those who have a
disability have a capacity for physical, emotional,
social and intellectual development
◦ They are entitled to the same conditions of everyday living as
anyone else in the community
◦ Clients require an individualised approach to deal with their unique
issues, needs, abilities and character traits

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 Ensure the person is aware of their rights and
complaints procedures
It is not only important but essential that you encourage
and support the older person and/or their advocate/s to
be aware of their rights
◦ Rights may include:
◦ Privacy
◦ Confidentiality
◦ Dignity
◦ Freedom of association
◦ Informed choice
◦ To lodge a complaint
◦ Right to express ideas and opinions
◦ To an agreed standard of care
◦ Right not to be abused

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 Complaints
It is important that you provide information to the
older person and/or their advocate/s regarding the
mechanisms for lodging complaints
◦ The federal government has a scheme which is designed for the
older person to be able to lodge a complaint about the service
that they are or are not receiving

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 Aged care complaints scheme
The Aged Care Complaints Scheme (the Scheme)
provides a free service for anyone to raise their
concerns about the quality of care or services being
delivered to people receiving aged care services
subsidised by the Australian Government,
including:
◦ Residential care
◦ Home care packages
◦ HACC services

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 Work with the person to identify actions and activities that
support the individualised plan and promote the person’s
independence and rights to make informed decision-making

Before putting any plans in place to assist your clients, it

is important to discuss with the individual what their
goals and desires are
◦ Strategies to meet current and future needs of clients include:
◦ Conducting changing needs assessments
◦ Conducting future planning with the person
◦ Developing individual action plans with the person with a disability that address their
changing needs
◦ Referrals to specialist services appropriate to their needs

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 Person-centred planning
Person Centred planning is a way of enabling
people to think about what they want now and in
the future
◦ It is about supporting people to plan their lives, work towards
their goals and get the right support
◦ Person Centred Planning is a collection of tools and approaches that can be used
to plan with a person- not for them
◦ Planning should build upon the person’s circle of support and involve all the
people who are important in that person’s life

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 Prepare for support activities according to the person’s
individualised plan, preferences and organisation policies,
protocols and procedures
Some of the activities of daily living that you may be
required to assist the older client with might include:
◦ Bathing and showering
◦ Nail care
◦ Dressing
◦ Continence and toileting
◦ Shaving
◦ Oral hygiene
◦ Provision of meals and feeding if required
◦ Skin care
◦ Planning menus
◦ Handling food
◦ Physical activity
◦ Assisting with medication

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 TOPIC 2 – PROVIDE SUPPORT SERVICES

Conduct exchanges with the person in a manner that

develops and maintains trust and respect and include
the family and/or carer as part of the support team
◦ Trust is something that must be earned
◦ The trust will often be established after a time where the interaction
between two people has progressed to a stage where the two parties
are comfortable with one another
◦ There are barriers to be aware of in relation to the establishment of a trusting
relationship

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 Provide support according to the individualised plan, the
person’s preferences and strengths, and organisation
policies, protocols and procedures
Clients require an individualised approach to deal with
their unique issues, needs, abilities and character traits
◦ When working with a client, you must ensure you:
◦ Are aware of the varying levels of support that clients need at different times
◦ Take into consideration case histories and family or representative contributions
◦ Utilise inclusive assessments that are based on client needs, abilities and readiness for
care
◦ Take into consideration the original diagnosis, appropriate and necessary medical
treatments, adherence to the treatment plan, and the presence of co-existing conditions

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 Individualised plans
When formulating an individualised plan, the worker
needs to identify the client needs, analyse of client
needs, match client needs to the appropriate services
and resources, develop and implement action plans and
monitor and measure outcomes
◦ Other sources of client information can include:
◦ The client’s advocate or representative
◦ Family, significant others and carers
◦ Case documentation
◦ Information from other professional sources including medical reports
◦ Liaison with other service providers

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 Planning the service
Once you have gathered all the data on the needs
of your clients, you will need to make a plan to
implement the programs to meet those needs
◦ Planning could include:
◦ Designing the program/service
◦ Arranging the venue
◦ Arranging trainers/facilitators/staff
◦ Arranging volunteers
◦ Arranging resources and equipment
◦ Designing a timetable

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 Assemble equipment as and when required
according to established procedures and the
individualised plan
Activities of daily life refer to tasks of daily life such as
eating, drinking, dressing, bathing, hygiene, meal
preparation, housekeeping and other personal and/or
domestic tasks
◦ Community service workers can facilitate the use of living equipment in
a range of ways. For example, by:
◦ Assembling equipment as required
◦ Observing and discussing tasks that a person may find difficult
◦ Identifying tasks for which easy living equipment may be helpful
◦ Providing information and demonstrating the correct use of easy living equipment
◦ Assisting with purchase or supply

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 Provide support according to duty of care and
dignity of risk requirements
You will need to ensure you monitor all aspects of your
client service delivery to ensure your reputation is
upheld, you are meeting the needs of the clients and
you are meeting your duty of care requirements
◦ Your organisation’s reputation is extremely important
◦ You will not receive referrals from others and the clients you have will eventually move on

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 Role of agency policy and procedure
Organisations should always ensure that there are a
clearly written policy and procedure, which enables
staff to understand and perform their duty of care
◦ Policy will vary according to the target group and agency context,
but should include the following points:
◦ Encourage consumers, staff and significant others (such as parents and carers) to
work together to cooperatively develop strategies and identify solutions for
challenging duty of care issues
◦ Ensure that staff receive appropriate, relevant training and support to perform
their duty of care

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 Provide assistance to maintain a safe and healthy
environment
You may need to assist client’s to maintain a healthy and
safe environment in which to live
◦ This assistance may come in many forms but most probably will be:
◦ Assisting with cleaning duties
◦ Eating correctly
◦ Bathing and personal hygiene
◦ Shopping

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 Respect individual differences to ensure maximum
dignity and privacy when providing support
There are a number of benefits of working within the
community; one of those benefits would be that you
can meet a range of people from different culture,
origins, and backgrounds.
◦ The background could include:
◦ Age
◦ Gender
◦ Sexual orientation
◦ Political views
◦ Race
◦ Religion
◦ Disability

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 Dignity of older people
Older persons have a right;
◦ To be treated fairly regardless of age, gender, racial or ethnic
background, disability or other status, and to be valued
independently of their economic contributions
◦ To live in dignity and security and to be free of exploitation and
physical or mental abuse
◦ To exercise personal autonomy in health care decision making,
including the right to die with dignity by assenting to or rejecting
treatment designed solely to prolong life

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 Seek assistance when it is not possible to provide
appropriate support
Your role as a care worker will involve you dealing with
many aspects of client care
◦ Some of these may include:
◦ Assisting with personal hygiene
◦ Assisting with eating and drinking and use feeding techniques
◦ Assisting with oral hygiene and health care
◦ Assisting with toileting and use of continence aids
◦ Bed bathing
◦ Dressing and grooming including assisting with pressure stockings
◦ Shaving
◦ Showering
◦ Elimination

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 Specialised care
In many cases, when dealing with clients with complex
needs there may be a range of specialised professionals
that may need to be involved with the assessment of
the needs of the client
◦ Relevant others that may see the assessment results or be involved in
specialised assessment may include:
◦ Registered Nurses
◦ Physiotherapists
◦ Disability specialists
◦ Mental health professionals
◦ Counsellors
◦ Medical Practitioners
◦ Dieticians

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 Aspects of processes and aids outside skills
and knowledge and/or job role
While you may be responsible for some technical
aspects of care, there will still be some restriction
on your level of involvement
◦ Some of these may include:
◦ Catheters
◦ Suppositories and enemas
◦ Wound dressings
◦ Injections
◦ Blood pressure
◦ Taking blood and other samples
◦ Oxygen administration
◦ Podiatry and foot care

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 TOPIC 3 – MONITOR SUPPORT ACTIVITIES

Monitor own work to ensure the required standard of

support is maintained
◦ What is self evaluation
◦ A self-evaluation is one’s own opinion of their performance within the
workplace, or how well they have dealt with a designated task
◦ It is a thoughtful and considered opinion involving rating oneself in terms of goals
competencies and overall performance
◦ Why self evaluate?
◦ How to self evaluate

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 Involve the person in discussions about how support
services are meeting their needs and any requirement for
change
When planning activities and strategies to meet the
needs of the client, it is essential to set goals
◦ Without a set of goals, the workers assisting the client have no direction
to follow and nothing tangible to aim for
◦ The goals set should reflect the needs and aspirations of the client, and should
be formulated through consultation between the client and the staff

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 Smart goals
When assisting the client to set goals, it is important to
ensure that the goals are:
◦ Specific - The desired outcome should be stated in specific terms
◦ Measurable - Ideally, the goal should be broken down into smaller
steps. This allows for the objectives to be more easily measured
◦ Attainable - When setting goals, it needs to be ensured that they are
not beyond the reach of the client
◦ Realistic - Goals need to be realistic so that the client feels they have
something to work toward
◦ Timely - Goals should be set with specific timelines in place

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 Gathering feedback from client’s
It will be necessary to collect feedback from clients’
on a regular basis as a standard organisational
procedure on the adequacy of the service delivery
that they have received
◦ Feedback from clients can be collected using a series of different
methods including:
◦ Discussions
◦ Focus Groups
◦ Surveys
◦ Direct Questioning
◦ Review documentation
◦ Feedback reports

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 Identify aspects of the individualised plan that
might need review and discuss with supervisor
When the client has an established individualised plan,
centred on meeting their needs, it is important that the
plan be continually reviewed in order to determine its
effectiveness
◦ A well-structured individualised plan should incorporate:
◦ The expected standards of the service
◦ Staff requirements
◦ Roles and responsibilities of all parties
◦ The criteria by which the plan will be monitored
◦ The reporting process to be followed
◦ The processes that will be used to obtain feedback

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 Reporting
Part of the role of the community services worker
as we have discussed is to assess and monitor the
relevance of the individualised plan
◦ When aspects of the plan are identified as not being relevant to
the needs of the client, or require review due to their changing
needs, it is appropriate for the worker to report this to their
supervisor

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 Participate in discussion with the person and supervisor in a
manner that supports the person’s self determination
As discussed in topic 2 clients must be allowed to make
decisions for themselves
◦ The client participates voluntarily when they partake in the provision of
the services designed to meet their needs
◦ There are circumstances where the level of understanding of a client
prohibits them from making an informed choice even when all
reasonable steps have been taken to assist their understanding
◦ Advocacy
◦ Doing for themselves
◦ Provide choices

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 TOPIC 4 – COMPLETE REPORTING AND DOCUMENTATION

Maintain confidentiality and privacy of the person in

all dealings within organisation policy and protocols
◦ The Australian Medical Association (AMA), Code of Ethics, requires
medical practitioners to maintain a patient’s confidentiality and privacy
◦ Your workplace will also have its own policies in place on how you go
about doing this

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 What is confidentiality
Confidentiality means keeping a client’s
information between you and the client
◦ The types of information that is considered confidential can
include:
◦ Name, date of birth, age, sex and address
◦ Current contact details of family, guardian, etc.
◦ Bank details
◦ Medical history or records
◦ Personal care issues
◦ File progress notes
◦ Individual personal plans
◦ Assessments or reports

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 Comply with the organisation’s informal and formal
reporting requirements, including reporting
observations to supervisor
For organisations to function effectively the staff need
to know and understand the environment they are
working in
◦ In relation to the care of the client, some of the documents that you will
frequently have to address will be:
◦ Care plans
◦ Case and progress notes
◦ Incident reports
◦ Individualised plans
◦ Appointments
◦ Financial statements and receipts
◦ Personal documents

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 Identify and respond to situations of potential or
actual risk within scope of own role and report to
supervisor as required
Employees also need to ensure they act in a manner
that will not put anyone, including themselves, at risk of
harm
◦ In each of these workplaces, there will be different workplace hazards
that need to be identified and addressed
◦ A hazard is any source that has the potential to harm life, health, property or the
environment

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 Types of hazards
Obvious hazards - are a visible and likely cause of
accident (slippery floors, unguarded machinery,
corrosive chemicals, exposed electrical wiring)
Hidden hazards - are those that can cause illness, either
physical or psychological (for example, poorly designed
office furniture, carcinogenic substances or long
exposure to sunlight, stress, overwork, bullying or
intimidation)

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 Reporting risks
Ensuring you report all hazards and risks is an
important part of anyone’s role when working with
clients
◦ All incidents and hazards must be reported using your
organisations Pro-forma for reporting
◦ You must complete a hazard report and issue this report to the authorised person

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 Identify and report signs of additional or unmet needs of
the person and refer in accordance with organisation and
confidentiality requirements
Community service workers need to identify any
difficulties they or the service they are associated with
might have in meeting the needs of the client
◦ Meeting the needs of the client and the delivery of services involves
adhering to several basic principles, such as:
◦ Maximising client participation
◦ Providing choices for the client
◦ Treating the client with kindness and respect
◦ Ensuring the dignity and privacy of the client are upheld at all times
◦ Maintaining a positive and professional image
◦ Making all reasonable attempts to ensure the safety of the client

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 Complete and maintain documentation according
to organisation policy and protocols
Complete documentation
◦ There will be a requirement of your role to document any observations
or concerns about the clients you work with
◦ These may include case notes, care plans, incident reports, family details, personal
history, progress reports, financial dealings and other forms of documentation

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 Maintain documentation
Maintaining the security and confidentiality of
client information is a key responsibility for your
organisation
◦ The Privacy Act 1988 and subsequent amendments (2012)
highlight the importance of collecting and recording information
about Australian citizens in a manner that upholds the law
◦ All documentation needs to be current, accurate and reflect how the needs of
the client are met on an ongoing basis

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 Store information according to organisation policy
and protocols
Files and data about your clients are kept in designated
offices of the residential or accommodation services and
should only be accessible to appropriately authorised
staff
◦ Personal information is defined in section 6 of the Privacy Act 1988
(Cth) (Privacy Act) and means information that identifies or could
reasonably identify an individual
◦ Personal information can also include medical records, bank account details, photos,
videos, and even information about what an individual likes, their opinions and where
they work

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 TOPIC 5 - ADDITIONAL
INFORMATION
Duty of care
Dignity of risk
Confidentiality, privacy and disclosure
Discrimination
Work role boundaries
Relationship between human needs and human rights
Human rights frameworks, approaches, instruments
Mandatory reporting

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 SUMMARY
Now that you have completed this unit, you should
have the skills and knowledge required to organise,
provide and monitor support services within the
limits established by an individualised plan

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