CHCCCS015 - Provide

individualised support
CHCCCS015 - Provide individualised support

Determine support needs

Provide support services

Monitor support activities

Complete reporting and

documentation
 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
• 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
 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
 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'
 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
 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
 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
 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
 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
 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
 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
 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
 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
 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
 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
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
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
 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
 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
 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
 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
 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
 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
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
 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
 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
 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
 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
 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
 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
 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
 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
 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
 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
 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
 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)
 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
 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
 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
 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
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
 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
 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