Respond to client needs

Question 1

Human rights

Answer 1

The UN declaration of human rights outlines the basic rights and freedoms that every person is entitled to

Question 2

Mandatory reporting

Answer 2

A person’s legal requirement to report real or suspected child welfare concerns

Question 3

Privacy

Answer 3

Under the Privacy Act 1988, a legal obligation to protect sensitive client information

Question 4

Confidentiality

Answer 4

An ethical duty to protect client information

Question 5

Disclosure

Answer 5

Making private information known to support clients through other care professionals

Question 6

Work health and safety

Answer 6

A legal responsibility that manages the risks to keep everyone safe in the workplace

Question 7

Dignity of risk

Answer 7

A person’s right to make their own choices about their health, irrespective of the advice from health professionals

Question 8

Duty of care

Answer 8

The legal obligation to take responsibility to foresee any possible harm

Question 9

Discrimination

Answer 9

(Anti-discrimination Act 1991) The act of making prejudicial distinctions of people based on the group they belong to

Question 10

Work role boundaries

Answer 10

Ensure that you do not work outside of your qualifications or abilities as you could cause conflict in the workplace and confuse clients

Question 11

Policies/ procedures for transitioning a client

Answer 11

• complete documentation
• meeting with client
• abiding by details of how the transition takes place

Question 12

Policies/ procedures for exiting a client

Answer 12

• complete documentation
• exit interview
• client’s signature for waiver

Question 13

Referral options for trauma

Answer 13

Counselling (Life Support Counselling), specialists for trauma incidents

Question 14

Referral options for homelessness

Answer 14

The Salvation Army

Question 15

Referral options for disability

Answer 15

NDIS

Question 16

Procedures for responding to indicators of actual or potential risk of abuse, neglect or harm (risk of harm)

Answer 16

• details of situation
• timeframe for reporting
• how client should be referred
• how worker contacts/ reports situation to other authority

Question 17

Procedure for collecting client information and analysation

Answer 17

• what information to collect
• storing information
• processing information
• evidence e.g. medicare

Question 18

Policy for collecting client information and analysation

Answer 18

• confidentiality
• privacy
• mandatory reporting

Question 19

Child protection

Answer 19

Identify: malnourished, scared of parents, bruising
Referral: Children’s court

Question 20

AOD

Answer 20

Identify: abandoning responsibilities, bloodshot, dramatic weight loss or gain, unexplained need for money
Referral: Alcoholics Anonymous (AA) Victoria

Question 21

Domestic violence

Answer 21

Identify: withdrawn, scared of partner, bruising
Referral: Safe Steps, Mensline Australia, Child FIRST

Question 22

Referral options for physical health

Answer 22

Hospital services, osteo

Question 23

Mental health

Answer 23

Identify: loss of interest in activities they used to enjoy, dramatic weight loss or gain, personality changes
Referral: Beyond Blue, Headspace, Black Dog

Question 24

Referral options for unemployment

Answer 24

Centrelink

Question 25

Ways to maintain boundaries between a client

Answer 25

- act and dress professionally - limit contact - keep outside of work interactions brief - limit talk of personal lives - set clear social media boundaries

Question 26

Interpersonal skills

Answer 26

Shows gratitude and appreciation for others by displaying mutual respect and understanding

Question 27

Trust

Answer 27

A person believes that another person is reliable

Question 28

Respect

Answer 28

A person feels admiration for another

Question 29

Non-verbal listening skills

Answer 29

- eye contact - open body language - nodding - gestures - posture - facial expressions

Question 30

Verbal listening skills

Answer 30

- don't interrupt - provide feedback

Question 31

Identification and action for distressed clients

Answer 31

Identification: pale, sweating, angry, confused, talking quickly Action: keep calm, confident, tone of voice, supportive language, glass of water, safe location

Question 32

CALD working with an interpreter

Answer 32

- face and talk to client - clarify often - use normal tone, speed and volume

Question 33

Identification and action for cognitive impairment

Answer 33

Identification: difficulty learning new things, remembering past information, concentrating Action: speak slowly, use simple and direct wording, use close-ended questions

Question 34

Action for visual impairment

Answer 34

Braille, cane, guide dog, speak in a quiet area, address them by their name

Question 35

Action for hearing impairment

Answer 35

Auslan sign language, lip reading, maintain eye contact, speak normally, talk in an area free from distractions

Question 36

Indicators of neglect

Answer 36

- malnourished - lack of trust - AOD - poor hygiene - withdrawn

Question 37

Risk of harm

Answer 37

Harm that has not yet occurred

Question 38

Neglect

Answer 38

Failure of a guardian to care for their child properly

Question 39

Abuse

Answer 39

A person is treated cruelly

Question 40

Harm

Answer 40

Physical or emotional turmoil that is deliberately inflicted

Question 41

Indicators of abuse (physical)

Answer 41

- aggressive - shaking - afraid of parents - bruises - withdrawn

Question 42

Indicators of abuse (emotional)

Answer 42

- uncommunicative - withdrawn - depression - low self esteem - suicidal thoughts

Question 43

Indicators of abuse (sexual)

Answer 43

- bedwetting - AOD - aggression - self harm - bruising

Question 44

Indicators of abuse (financial)

Answer 44

- someone stops you from spending your money - someone stops you from working so you have to rely on them - someone doesn't let you view your bank account

Question 45

Aged care support services

Answer 45

Personal Alert Victoria, Home and Community Care, Respite