1. CHCCS411A Work effectively in the community sector

2. Work ethically

3. Ethics refers to judging what is right or wrong conduct
Ethics refers to judging what is right or wrong conduct. It is about asking: What is the right thing to do? What should I do?’
Values are the principles that are important to an individual, a group of individuals or a community.

4. Components of ethical framework:
codes of conduct
organisational policy and procedures
legislation
codes of ethics
feedback from professional supervision including formal peer supervision
position descriptions (role boundaries, levels of responsibility, awards)
accreditation or service standards (national/state).

5. Duty of care is the obligation a person has to act in a way that would not cause harm.
Negligence occurs when duty of care has been breached and harm to either person or property ensues.
Legislation and organisational policy underpin service delivery to clients.

6. Privacy refers to a person’s ability to control access of others to themselves and information about themselves.
Confidentiality is about data or information not people, and refers to managing access to private information.
A client (or their representative) must give consent before any information is shared with or accessed from another agency.

7. Conflict of interest occurs when a worker has a personal interest in an outcome or situation at work (arising from their work) beyond their professional role.

8. Communication skills

9. Specific communication skills:
Teamwork
Empathy
Active listening
Assertiveness
Objectivity
Empathy means to identify with another person’s feelings and experiences or walking in another person’s shoes.

10. Active listening: indicates you value the other person shows respect
can help to build rapport
assists in developing a trusting relationship
shows the other person they are heard
helps to resolve a situation.

11. Objective communication:
describes only what is seen or heard
records factual information
avoids opinions
avoids being emotive
does not attribute feelings to others.

12. Community agencies that receive government funding are required to provide data about service delivery.

13. Australia is a multicultural society
Australia is a multicultural society. Over 200 languages are represented.
Approximately 15 per cent of Australians speak a language other than English.
Not all people from a given culture hold the same beliefs, values or experiences.
Each person is an individual with individual needs regardless of their culture.

14. Race refers to a group of people who share similar characteristics such as skin colour, type of hair, eye colour and other physical features.
Ethnic groups are people who have interests, history and cultural features in common.
Language is the way people communicate with each other.

15. Religion refers to people’s spiritual belief in a supernatural power, such as a god, that has divine control over human life.
Many people have spiritual beliefs that aren’t based on a formal religion.

16. The way people dress can be influenced by their religion or culture.
Family structure and roles can vary between cultures.
People with a disability are not treated equally in some cultures.

17. A community agency is legally and ethically obligated to be accessible to clients from all cultural and language backgrounds.
A person-centred or community-centred approach means individual clients or communities are at the centre of service delivery.

18. The community sector

19. Community services sectors:
Aged care
Disability services
Alcohol and other drugs
Family and domestic violence
Mental health
Housing
Youth
Children’s services
Child protection
Employment

20. Current issues include:
Wage disparity
Funding allocation
Segregated service provision
Waiting lists
Changing government priorities
Community attitudes
New client groups
Current social pressures
Indigenous needs

21. Philosophy and Person-centred care

22. Access means that services are planned, managed and delivered in a way that gives everyone the same opportunity to find and use the services.
Equity means that resources are made available to everyone, not just certain groups of people.

23. Policy and standards

24. The Home and Community Care (HACC) Standards relate to services governed by Home and Community Care Act 1985 (Cth).
The National Disability Services Standards were developed by the Commonwealth and state and territory government representatives, and consumer and service provider representatives.
Service delivery standards usually encompass legislative obligations as well as ethical and philosophical standards.

25. Ongoing review and evaluation is an integral step in providing quality programs.
Accreditation is an external evaluation process that many providers must undergo to be recognised as an approved provider.

26. Reporting and scope of practice

27. Continuous improvement ensures services and programs are responsive to the needs of the individual clients and communities who access services.
Mandatory reporting is the requirement by law to report suspected cases of abuse and neglect.
The people mandated to report suspected cases of child abuse/neglect varies between the states and territories.

28. Skills development and evaluation

29. Goal setting and skill development is an integral part of improving work performance and service delivery.
Effective service delivery and attaining organisational objectives and goals means having skilled, trained and knowledgeable staff.
Skill and knowledge development is effective when it responds to identified gaps in a worker’s learning.