Question PC1.

Objective: Interpret and clarify own role in implementing individualized plan and seek
appropriate support for aspects outside scope of own knowledge, skill or job role.

List five tasks that you are required to do as part of your role.

 Prepare meals
 Basic needs like bathing, grooming, toileting
 Medical care
 Housekeeping
 Transfer from beds in morning or to beds at nights

List five tasks that you are not trained or permitted to do within your role. For
each of these tasks, note exactly why you are not permitted to do so.

Don’t Open Your Wallet or Ask a Worker to open theirs- It is not appropriate for a
carer to ask for money from their client or suggest that they are having financial
difficulties. It is also never appropriate for a client to ask a staff member for money.

Late for work- being late is considered impolite and you can never perform your best.
You waste your client’s time.

Raising you voice- it’s disrespectful to raise your voice at your client. Yelling defects
your anger, frustrations. It can lower morale of your client.

Using client’s personal stuff without permission- always take permission of client
before using their stuff, as taking permission makes your client feel important to you.

Sexual advancement- sexual advancement can induce stress, sleep disorders, eating
problems, social withdrawal for your client.

For the five tasks outlined in the previous task, identify who is permitted to do
them.

Medical care- doctor or medical professional

Preparing meals- cook

Housekeeping- housemaid

Basic needs- carer

Transfer- carer
 Question PV1.2

What is an individualized plan?

Plan for appropriate care of the child in a medical emergency. An individual Plan
of Care is necessary when a child has a special health care need and it is necessary
that special care be taken of child in any situation or circumstance.

Summarize the following:

Person-centred practice- Person Centred Approach is about ensuring someone with a

disability is at the centre of decisions which relate to their life. A person centred process
involves listening, thinking together, coaching, sharing ideas, and seeking feedback.

Strength based practice- Strength-based practice is a social work practice that emphasizes
people's self-determination and strengths. It is a idea and a way of viewing one’s resilient in the
face of adversity.

Active support- The activities that help people to gain more control over their own lives and to
become valued members of their society.

Why it is important to develop and confirm an individualized care plan with the client?

The learner will be able to confidently demonstrate their knowledge effectively in the role and
responsibilities of self and others in the organisation, the importance and meaning of home and
belongings to individuals.

Question PC1.3

It is essential that ensure that your clients are aware of their rights. Considering your
own organization, outline the rights that your clients have.

 receive care and treatment, with respect and consideration

 privacy and confidentiality when seeking or receiving care
 confidentiality of your health records
 receive accurate information concerning health condition
 ask about reasonable alternatives to care at HCS or outside facilities
 a second professional opinion regarding treatment
 participate actively in decisions regarding one’s healthcare and treatment
 accessible information regarding availability of services
 a copy of your medical record upon request and written authorization
 a copy of any fees and charges related to your visit

It is also important to ensure that your clients are aware of the complaints procedure.
Summarise the complaints procedure that is in place within your own organization.

 If any client has cause for concern, in the first instance, we would encourage them to
speak directly to the member of staff.
 If the complainant feels their complaint has not been resolved through discussion,
they should then put their complaint in writing to manager.
 If the complainant is not satisfied with the written outcome response, they may
request a meeting with the manager.
 If at the end of the above stages, the complainant remains dissatisfied with the
response they have received, the original complaint, along with the organization
response will be passed on to an alternative senior member of the organization, who
will adjudicate the case.
 The adjudicator will communicate a detailed response, including any actions to be
taken, to both the Manager and the client concerned within 15 working days.
 If after the previous stages have been reached, and the complainant is still not
satisfied, then they should contact the Director.

Why is an effective complaint procedure so important?

An effective complaint procedure helps organisations deal with complaints quickly, fairly and
consistently and is an important part of an equal opportunity policy.

Advantages-

 You don’t always know what’s going on

 There’s always room for improvement
 You should always be one step ahead

Question PC1.4
Give examples of the actions and activities that can support a client’s individualized
plan.
 Physical activities- dancing, gardening, house keeping
 Socializing with friends, attending parties
 Cross-puzzles, brain games
 Taking on a hobby
 Providing area for watching TV, reading
Give an example of a time that you have promoted and encouraged the independence of
a client.
 Encourage your loved one to take a walk with you
 Let my client combed my hair
 Bought my client new slippers because he can’t tie his shoes
Why it is important to promote and encourage client independence?
 It gives the person a sense of achievement.
 It gives the person a feeling of purpose for life.
 It makes the person feel that she is not dependent on help from
others and can still do something for herself.
 It fights frustration and feelings of futility.
 Makes easier for carer and family to support a person.

Give examples of different decisions that a client has the right to make.
 Choose his clothes
 Eating food

 Bathing, toileting

 Choosing hobbies

 Shopping

 Taking medication

Question PC 1.5
Explain how organizational policies, procedures and protocols affect the provision of
support activities and services in your workplace.
Policies are important in a workplace as it helps to clarify the standards expected of employees
and help employers manage support services more effectively as it defines what is acceptable
and not acceptable in organization. The polices should include-

 Use of organization property policy

  Social media policy
 First aid policy
 Non-smoking at the workplace policy
 Drugs and alcohol policy

Question PC 2.1
Get into pair.
Act out two different types of exchanges that could occur in your daily work schedule
with a client. Do this in manner that promotes and maintain trust and respect. The
exchanges must be different such as:-
 Morning greeting
 Conversation as you work
 Answering an enquiry
Next you have partner act out a scene with you, but have they do something that would
break trust or damage relationship.
Point out what they did wrong and how it made you feel.
Question PC 2.2
Identify a typical aspect of a client’s individualized care plan.
What is it?
 Assessment
 Personal care
 Support planning
 Evaluation
What are client’s preferences or strengths regarding this?

What are organizational policies and procedures regarding this?

How are these balanced?

PC 2.3
What equipment could you help them remain in the home? How would you need to
assemble this?
Tools required to repair stairs-
 Hammer
  Chord less drill
 Knee pads
 Pry bar
Material required to repair stairs-

 2 1/2-inches screws
 2-inches screws
 4-1/2-inches screws
 Subfloor adhesive

PC 2.4
Give examples of different ways that a client’s family and carer can be included as part of
the support team.
 Helping the person with daily activities such as shopping, preparing meals, taking
medications
 Providing personal care such as bathing, dressing, going to toilet
 Helping person with physical task such as walking, getting in and out of bed
 Helping person to continue with their hobbies

PC 2.5
What is duty of care?
Duty of care refers to a carer duty of care to his patient. According to the law, there must be a
“special” relationship between the carer and his patient for the carer to be liable for any injuries
that can result from his conduct.

What is dignity of risk?

Dignity of risk means that clients need to be encouraged to make informed life-choice
decisions, and that the support worker is conscious of the rights of the client to self-
determination and to make informed decisions based on developing their interests,
learning new knowledge and skills and pursuing recreational pursuits.

An elderly client is adamant that they want to continue to make their own meals rather
than to have a worker to come in to do it. They have an unsteady hand and have
previously burnt and cut themselves. You know that it is unsafe for them to continue
making their own meals but need to respect their wish. What would you do? How would
you balance the duty of care requirements with dignity of risk requirements?
The best possible way is treatment of the burn-
1. Cool Burn

 Hold burned skin under cool (not cold) running water or immerse in cool water until pain
subsides.

2. Protect Burn

 Cover with bandage or clean cloth.

 Do not apply butter which can cause infection.

3. Treat Pain

 Give over-the-counter pain reliever

We could also assist them in cooking by helping them standing along with them, providing sufficient
help.

PC 2.6
Identify three potential workplace hazards.
 Slippery floors
 Poor lighting
 Loud noise
What could happen if these hazards went unnoticed or unreported?
Failing to report any hazard may result in accidents, injuries. People may be injured or get ill
due to accident. Property or equipment may be damaged. Loss of life may take place.
How could you rectify these hazards?

 Use a hazard control plan to guide the selection and implementation of controls, and
implement controls according to the plan.
 Involve workers that can take the care of work place
 Review new technologies for their potential to be more protective, more reliable, or less
costly

PC 2.7
What should a clean environment include?
Clean environment means putting unwanted things in proper place. Clean environment includes
physically removal of foreign material such as dust, soil, excretions etc.

Outline the different ways in which you can maintain a clean environment for your
client’s.
 Create Cleaning Protocols and Checklists- educate staff and make sure that they have
been trained on areas to clean and hot to do it. A checklist inspection makes sure that
every task is completed properly and on time.
 Clean and Sanitize to Prevent Cross-Contamination- Cleaning tools, such as brushes,
mops and scrapers, can be sources of cross-contamination. Make sure they are properly
clean and sanitize tools regularly.
 Infection Prevention- To prevent the spread of germs, staff should regularly clean and
disinfect surfaces and areas of infection.
 The Dirt on Restroom Sanitation- Since restrooms can be source many different types of
germs, it is important that they be cleaned regularly and correctly to maintain a clean
appearance and remain odor-free.
Summarize what a comfortable environment should include.
Important aspects of comfortable environment-
 Lighting
 Temperature extremes
 Noise
 Colors

Ways to make proper lighting include:

 Task lighting or indirect lighting

 Diffusers or shields to minimize glare
 Better placement of lights
 Control or eliminate glare from ceiling lighting and windows
 Provide connections to indoor and outdoor nature where possible

Provide furniture and equipment to enhance client comfort

  Adapt furnishings to the work to be done
 Specify furnishings that support good posture
 Design furniture configurations that allow workers views for visual relief.

Color selection for doors and walls show be different, that can help client o differentiate between
walls and doors.

Avoid extreme temperature-

 Ventilation deflectors to keep cold air from blowing directly on people

 Heat shields around heat sources

PC 2.8
Define dignity.
Dignity is person right to be treated likes human being. If people are treated with dignity, they
can make right decisions for themselves.
Define privacy.
Privacy is state when person is not disturbed by others. Letting the other person live alone far
from public attention.
It is essential to respect client’s individual differences. Give examples of the different
ways that you can do this to maintain their dignity and privacy whist providing them with
support.
 Letting client chose their own clothes
 Involving them in decisions of care
 Make food look nice and tastier
 Take permission before using their belongings
 Have friendly chat

PC 2.9
Give details of a time when you have to seek assistance because it was not possible to
provide appropriate support for a client.
Sunny as upset, as his neighbor Tom had a serious stroke and was in hospital. Sunny was
worried about his health.
Why was it not possible to provide the appropriate support?
I had an accident and was suffering from fractured leg.
Who did you seek assistance from and why?
I asked Steve for assistance because Steve is doctor by profession.

PC 3.1
Explain how will you monitor your own work to ensure the required standard of support
is maintained.

 Work within your level of responsibility and competence

 Allocate monitoring activities within your work at regular intervals
 Monitor your work activities and outcomes against quality standards
 Carry out all monitoring checks correctly and accurately
 Obtain the correct and complete data relevant to the monitoring activity
 Use the monitoring results to improve outcomes
 Access appropriate support to improve your practice where required
 Review any changes to working practices as required to confirm and sustain
improvements
 Maintain clear, accurate and complete records of your monitoring activities and
outcomes

Get into pair. One of you is worker; other is client. Create a hypothetical situation in
which the worker has been supporting the client. You need to demonstrate you can
discuss how the worker is meeting the needs of client. You should also work together to
identify and requirements of change.
PC 3.2
List examples of aspects within an individualized care plan that may need reviewing. Be
as specific as you can.
 Individual routine
 Preferences of food they like to eat
 Life goals

PC 3.3
Get into group of 3. One person is worker, one is client and the other is supervisor. Act
how you would discuss a change to client’s individualized plan with each other.
In your own words, define self-determination.

How can you ensure that you support your client’s self-determination when in discussion
with them and your supervision?

PC 4.1
What stipulations or guidance does your organization provide with regards to client
confidentiality and privacy?
 The organization regards having the confidence of individuals as a privilege.
 The information will only be used the information provided for the primary purpose for
which it was collected.
 The information will not be disclosed to a third party without consent, unless lawfully
required to do so.
 All individuals have the right to be informed on who has access to their information.
 The organization will take steps to ensure information is correct and up to date.
Individuals have a right to challenge the accuracy of personal information recorded
about them.

PC 4.2
Outline your organization informal and formal reporting requirements. If there are
different requirements for different types of report, outline the different requirements.
 Report to the police and the department about incidents within 24 hours of the allegation.
 Take reasonable measures to ensure staff members report any allegations of assaults to
the approved provider to the police and the department.
 Take reasonable measures to protect the identity of any staff member who makes a
report..

PC 4.3
Give examples of situations of potential or actual risks.
 Physical risk- pain, injury, illness
 Psychological risks- depression, anxiety
 Social risks- embarrassment, loss of respect of others
Choose three of your examples and explain how you would respond.
 Injury- injury may results due to poor lighting, wet floors. Ensure proper lightings in
organization, floors are wiped properly.
 Depression- meditation, mind relaxing music
 Illness- regular checkups, proper medication, physical exercise

Consider your own supervision. How do they like you to report to these risks?
Hazards in the workplace may be reported in a number of ways:

 a verbal report to a management

 completing a Hazard Report form
 Raising the issue at a staff meeting.

The hazard form-

 the nature and location of the hazard

 who it was reported to
 what action was taken
 Whether it is fixed.

PC 4.4
If you identified signs of additional or unmet needs of a client, what would you do? Think
about the requirements within your organization and relevant confidentially
requirements.
Planning for unmet needs requires thinking about what kind of support might be relevant, who is
the best person to offer support and what is the best approach to provide the necessary
support. Individual needs are different so approaches need to be flexible and responsive.
Requirements change over time as people grow more confident or take on more challenging
roles. Ongoing discussion helps to check that people’s support needs are being met.

PC 4.5
Complete a piece of paperwork to your organization standards. You can do this on
company forms or by writing something in the accepted style.
Identify as many different types of filing system used in your workplace? That are they
for?
Assessment 2

1. It is important to understand your role in implementing an

individualized plan to ensure that you don’t overstep your
responsibilities and boundaries. Give an example of how you could
overstep the boundaries when caring for a client. What are
consequences for both client and yourself?
 Being late for shifts
 Sexual advancement
 Disclosing information about clients
 Raising your voice
 Using phone while proving services
 Consuming alcohol while providing service
Consequences for both client and yourself-

 It can lead to issues of serious neglect and abuse with clients.

 Loss of trust between you and client.

2. Why it is important to develop and confirm an individualized care plan

with the client?
 Part of person centred-planning
 Should respond to client needs
 Consistent with individual rights
 Client is own best expert
3. It is important that you ensure your clients are aware of their rights.
Give examples of what rights a client may have.
It is important that clients should be aware of their rights-
 To ensure clients are treated fairly
 To ensure proper services are provided to clients
 To build self-confidence within clients
  To protect clients from any discrimination
Rights of a client are-
 Right to privacy and confidentiality
 Right to be treated with dignity, consideration and respect
 Right to honest, straightforward communications at all times
 Right to be told when and why our services will end
 Right to choose the provider of their services
 Right to make complaints without fear of negative consequences
 Right to be protected from being abused or from being treated unfairly

4. Why it is important to promote a client’s independence and their right to

make their own decisions?
 It gives the person a sense of achievement.
 It gives the person a feeling of purpose for life.
 It makes the person feel that she is not dependent on help from others
and can still do something for herself.
 It fights frustration and feelings of futility.
 Makes easier for carer and family to support a person.

5. Why should you arrange support line with organization specifications?

Workplace policies establish boundaries, guidelines, for acceptable behavior
at your organization. The purpose of policies such as these is they allow you
to communicate between worker and client. This creates environment of
trust between client and worker. The person with support needs feels
comfortable at level of mind.
6. Why should all exchanges with clients be respectful and develop trust?
Trust is very important in carer and client relationships. It’s only with trust
that empowered you to develop new strategy, test new ideas and make
decisions for a client. When a client trusts you, you can produce your best
and most creative work. In return, they’re more likely to hire and refer you for
more work.
7. Why is important to meet the criteria stated by the plan, the client and
the organization, when providing care to a client?
 Following criteria is important for achieving goals in care plan. Proper steps
are followed for achieving goals. Goals like maintaining healthy life style,
helping in daily routines, bathing; toileting etc. by following criteria progress of
client can be calculated. This helps in building trustful relation between carer
and client while providing support needs.

8. Give an example of a piece of equipment that you may be required to

assemble to assist a client.
 Slide sheet- it help in repositioning client in bed.
 Transfer belt- a belt tied around waist of client help in transferring
 Mobile hoist- A hoist with wheels– used for lifting a client inside a stretcher
 Sling- A fabric support used for carrying a client while being moved with a
hoist
 Wheel chair- a mobile chair used for transporting client

9. Why it is important to respect and include a client’s family or carer as

part of the support team?
 Family members become key stakeholder in providing support.
 More information about client can be asked from family
 The client feels more secured when family is around
 Sometimes client prefer family members for support help

10. Why is it important to find a balance between duty of care and dignity or
risk when providing support to a client?
Supporting someone to become independent means that they have to take
some risks Keeping those safe may mean limiting their opportunities to learn
and enjoy life. Many parents are concerned about their family member taking
risks. It is part of the role and responsibility of parenting to keep their family
safe. There will have been times when risks may have been taken but the
experience was negative. Many workers take on a caring role when
supporting someone with a disability. This may mean that they also want to
be cautious in supporting someone to take risks. They are also aware of their
duty of care that is a significant legal responsibility.

11. Why should you contribute to a safe and healthy environment?

 People most of the times throw litter and dust on the workplace instead of
throwing it in dustbins. This results in huge garbage. If this garbage is not
cleaned, it smells stink and welcomes the diseases and then people are
affected by it. There will be problems which will be faced by the society and
people that live in that environment.
12. Why it is important to maintain a clean and comfortable environment?
 A clean environment can help reduce worker sick days
 Clean air, less hazards
 It is healthier for people living
 You can find what you need

13. Give three examples of how you can maintain dignity and privacy when
providing support for a client.

 Let your clients to choose their clothes

 Make food look and taste nicer
 Do not use their personal belongings without permission
14. You are unable to provide the appropriate support for a client. They
want you to control their finance but this is out of your range of skills.
What do you do?
I will hire a person expert in financial handing and learn skills for controlling
the finances. Controlling finances require skills which can be learned.
Further I can consult the same person for helping me in controlling finances
by the time I am fully done with my course.

15. How can you monitor your own work to ensure the required standard of
support is maintained?

 Collect feedback from clients regarding my performance.

 While evaluating work, break job description into specific tasks and
determine the standard to which each of tasks should be performed.
 Assess your performance on the basis of feedback received and own
judgment of your capabilities.
 Identify any gaps between expected and required performance and
actual performance.
 Take action to address them.
  Ask supervisor for help for training to improve skills and knowledge.

16. Why should you involve clients in discussion about how your support
services are meeting their needs?
You can be the expert of a particular situation when you are
experiencing it. People who directly experience a problem have a much
different outlook on their needs. Involving clients in your discussions
help you to be in their shoes and help you to experience their mindset.
This also help the client fell motivated, as client feels himself important
in your eyes.
17. Why it is important to review the aspects within your client’s
individualized care plan regularly?
An individualized plan reflects the current situation, needs and goals in
an individual’s life. Life circumstances for any person change from year
to year, even from month to month. An individualized plan for a person
with support needs must be reviewed regularly to ensure it reflects their
current circumstances and needs.
18. Why could it be beneficial to discuss reviews and changes of the
individualized plan with both the client and supervisor?
 To check the impact of care plan

 Any new goals for the client

 To check current circumstances and needs
 To monitor the changes in person health conditions
 To monitor the changing needs

19. Outline different ways that you can maintain a client’s confidentiality.
 Ensure to have person consent for collecting, distributing
personal information
 Personal information must be kept in password protected
electronic files
 Limited access to file and information
  Do not remove written records from organization. Example taking
files at home or leave them un-attended in cars
 Abide by organizations confidentiality policies and procedures

20. Why should you ensure that you comply with your organisation’s
informal and formal reporting requirements?

Policies and procedures are an essential for any organization. Policies are
important because they address valid issues, such as what constitutes
acceptable behavior by employees.

Procedures clearly define steps to be followed in a consistent manner, how

the organization will respond to any policy violations. Utilizing both policies
and procedures during decision-making ensures that employers are
consistent in their decisions.

21. Why it is important to identify, respond to and report potential and

actual risks?
Identification of risk is important for well-being of clients. The aim is to
identify risk hazards, degree of risk and measures that can be taken to
minimize the risk. This not only relates to physical harm but also mental,
emotional, sexual harm.

22. Why it is important to refer and report signs of additional or unmet

needs?
Unmet needs of care results in poor mental health and anxiety for some
people. A small number of participants described their situation in terms of
wishing to die as the only way out. These further results in frustration,
boredom, lack of purpose in life. People with unmet needs find difficult to do
daily routines, taking up new hobby, have friends, have negative impacts on
health.
23. What could happen if no standard style of format was applied to your
workplace documentation?
  Lack of accuracy and accountability of information about clients.
 Lack in availability of information
 Leaking of information of clients

24. Who is responsible for filling documentation in your workplace?

Accountant or clerk person holding degree in accountancy.

Assessment 3