CHC52015 Diploma of Community Services - Management Assignment Help

Assignment Task

Case Management Part 1:
Working with Clients
(Case Study)
This workbook belongs to: FORMTEXT ?????
Version No. 3.5 Produced 18 May 2021
Copyright © 2017 Compliant Learning Resources. This document was developed by Compliant Learning Resources and has been edited and contextualised by Inspire Education RTO 32067 for it student cohorts under license. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Compliant Learning Resources.
Version control & document history
Date Summary of modifications made Version
8 February 2017 Version 1 final produced following assessment validation. 1.0
7 March 2017 Version 2 produced with additional Case Study assessment.
Replaced Case Study 1 Part 4 title to: ‘Part 4: Case Closure and Exit’ 2.0
29 May 2019 Document re-branded and contextualised for Inspire Education use; content checked for adherence to current industry standards and new unit of competency requirements; modifications to sentence construction. 
INTRODUCTION TO THIS WORKBOOKWhat is this workbook about?The units of competency specify the standards of performance required in the workplace. This assessment addresses the following unit of competency:
CHCCSM005 – Develop, facilitate and review all aspects of case management
Determine appropriate response to case management in accordance with organisation and legislative requirements
Conduct case management meetings
Develop an appropriate case management plan
Monitor and review case work activities and processes
CHCCCS004 – Assess co-existing needs
Prepare for assessment
Analyse the person’s needs using a collaborative approach
Determine appropriate services
Complete reporting
Evaluate assessment and referral process
CHCCSM004 – Coordinate complex case requirements
Establish coordination function
Support the client to access multiple services
Monitor client progress
ou will need access to:
A video recording device (e.g. handheld cameras, mobile phones, etc.)
Computer with access to Internet and email
Installed software: MS Office Word (or equivalent), Adobe Acrobat Reader
Access to legislation and protocols relevant to the community services industry, social work and case management, including codes of conduct, practice standards, etc.
Access to at least three (3) support personnel for roleplay
INSTRUCTIONS TO STUDENTThe questions in this workbook are divided into one category:
Case Study
The questions under Knowledge Assessment are all in a short answer format. The longer questions requiring creative and analytical thought processes are covered in the Practical Assessment. You must answer all questions using your own words. However, you may reference your learner guide and other relevant resources and learning materials to complete this assessment.
Some questions cover processes you would likely encounter in a workplace. Ideally, you should be able to answer these questions based on the processes that are currently in place in your workplace. However, if you do not currently have access to a workplace, then answer the questions based on processes that should be implemented in a typical workplace setting.
Accessing Intranet Pages and External Links
There are instructions in this workbook that will refer you to intranet pages and or external links. These intranet pages and external links are formatted in Blue Underlined Text.
To access these, hold the Ctrl key for Windows users or the Command ? key for Mac users while clicking on these links.

CASE STUDIESInstructions to Candidates
These case studies are hypothetical situation which will not require you to have access to a workplace, although, your past and present workplace experiences may help with the responses you provide. You will be expected to encounter similar situations to these in the future as you work as case managers in the community care settings.
In real life, case managers will be required to assess the diverse and multi-faceted needs of people, and determine both internal and external services required to meet those needs; undertake case management meetings to plan, monitor and review service provision; and, coordinate multiple service requirements for clients with complex needs within a case management framework. This assessment will allow you to demonstrate your ability to use analytical and thinking skills in such situations.

Case Study - PhilipSCENARIO
Philip, 36-year-old married with two children, has been homeless for almost a year now. He may not fit the stereotypical story of a homeless person because not so long ago, he was living a healthy life with his family. But, when he lost his job, he found himself in a downward spiral.
2997835342900Married with two young children, Philip and his wife rented a two-bedroom apartment in a safe neighbourhood. Philip liked his job as a delivery driver for a large food service distributor, where he had worked for more than five years. His goal was to become a supervisor in the next year. Philip’s wife was a stay-at-home mom.
Philip has never been seriously ill although he smokes half a pack of cigarettes each day and drinks socially a couple times a month.
One afternoon, Philip’s company notified that it was laying him off along with more than a hundred other employees. Though he was devastated, he was not at all worried because he and his wife had some savings they could use for rent and other bills, in addition to the unemployment payments he would receive for a few months.
Philip searched aggressively for jobs in the newspaper and online, but nothing worked out. He began to have feelings of anger and worry that led to panic. His self-esteem fell and he became depressed. When Philip’s wife was hired part-time to work in a school canteen, the couple felt better about finances. But demoralised by the loss of his job, Philip started to drink more often.
With the drinking becoming more regular, Philip and his wife started to argue more often. He would also draw their children into their arguments, causing them to endure verbal abuse on a regular basis. Then, about six months after losing his job, Philip stopped receiving Centrelink payments. That week, he went on a drinking binge that resulted in another argument with his wife. In the heat of the fight, he struck her. The next day, Philip’s wife took the children and moved in with her parents. Philip was also evicted from the apartment on the same day because he was unable to pay rent.
Philip tried to reconcile with his wife, but she said that she’d had enough. She could no longer tolerate his anger and his violent behaviour. Over the next few months, Philip asked friends and family members if he could board with them for a couple of days. They reluctantly agreed, but his heavy drinking and temper only got worse, and his hosts always asked him to leave.
Finally, when Philip ran out of people to call, he found himself without a place to stay for the night and started sleeping at the park. For a couple of nights he stayed at a shelter run by a church. Each morning, he had to leave the shelter by 5 AM. He walked the streets all day and begged for money to buy alcohol.
Philip was referred to your service (Operation Hope) by the community hospital after he was taken to their emergency department due to injuries caused by some teenage boys who jumped him in the park, beat him up and stole his backpack. He was discharged after a day and was screened as “homeless”.

Part 1: AssessmentYour supervisor assigned you to complete the intake interview with Philip. In order to prepare for the first meeting with him, read Philip’s referral form and Operation Hope’s policies and procedures.
The referral form and policies and procedures documents are found in the Assessment Files for Workbook B folder in The Hub.

Task 1 – Answer the following questionsStatutory requirements
What information from the above scenario may raise your concern and may prompt you to undertake further assessment and reporting as necessary?
You decide to assess further and you find out that there is a need to report your concern. What will be your basis for reporting?
FORMTEXT Philip has been facing the multiple complex issues since he lost his job. He has been frustrated and mentally disturbed because he could not find the job after trying so much. His self esteem fell and became depressed. Philip has been drinking and smoking a lot which further increase his mental illness. Philip is showing the behavioural change and become more furious and verbally abuse his wife. The relationship with his wife and children is deteriorated and they left him for good. He lost his friends and family due to his heavy drinking and high temper. Because of his financial issue Philip must evict the apartment and his friends do not want to keep him due to his behavioural change. Now, he doesn’t have anywhere to live and end up sleeping in the park. Philip has been facing multiple complex issues like mental issues, drugs and alcohol issues, relationship issues, family violence, financial issues and homelessness issues.?????
FORMTEXT Philip has been through multiple complex issues. His life has slide down dramatically since he lost his job. Philip started drinking heavily which increase his mental illness and he became more angry and violent. This change in behaviour is reportable since it can cause immediate harm to himself and other. He started arguing with wife regularly and they bring their children in the argument. In one occasion he struck his wife which is reportable incident. Philip and his wife bring their children in their argument which can raise the issue of child protection. It can have detrimental effect on children physical and emotional health, development and wellbeing. This information must be reported according to reporting guidelines provided by Act.
Identify the assessment tools you need to prepare prior to the first meeting with Philip.
Guidance: Refer to Operation Hope’s Policies and Procedures
FORMTEXT The assessment tools necessary prior to first meeting with Philip are
- Consent form: Philip has to provide the consent before undertaking intake and assessment tools.
- Intake form: The intake form provides the service provider to determine if client is eligible for the services and shape a strategy to address the client’s needs and other issues associated with client.
- Intake checklist: The intake checklist where client agree with case manager that he is explained properly about the roles of case manager, assessment process and practical aspects, his rights and responsibilities and communication requirements.
- Intake Action Plan- Intake Action Plan- It provide the information on main issues associated with clients, goal, strategy to attain the goal, responsible person or service and time-frame to accomplish the goal.
What are the assessment processes that you will utilise as Philip’s case manager?
Guidance: Refer to Operation Hope’s Policies and Procedures
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Task 2 – Roleplay Activity: Intake InterviewThis part of the assessment is a Roleplay Activity.
This activity will require you to perform an intake interview.
To complete this part of the assessment, you will need access to:
One (1) volunteer w
Mapping: CHCCCS004 PC5.3(p)
Routinely sought feedback
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Mapping CHCCCS004 PC3.1(p)
Considered service delivery and referral options
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Part 3: Monitoring and ReviewA week after the case conference and meeting, you scheduled to meet up with Philip to review his progress. Prior to the meeting, you rang the drug/alcohol rehabilitation centre to check how Philip’s doing. The coordinator informed you that Philip showed up for the scheduled assessment and was able to talk to one of the centre’s counsellors. Philip informed the counsellor that he read about Ozcare, also a recovery centre, in a newspaper and is interested to transfer to their program.
On the day of the meeting, you observed that Philip is now cleanly shaven and is wearing a clean set of clothes.
You: Hi, Philip. Thank you for coming in today.
Philip: No worries. What are we going to talk about today?
You: We are going to review your case plan and progress. Before we start, I’d like to know how you’re doing and how’s it been since last week.
Philip: I think I’m much better now. The emergency accommodation provides showers and hot meals. They also gave me new clothes.
You: That’s wonderful. How do you feel about that?
Philip: The place is great and the people are really helpful but the rehab centre is quite far from the shelter. I still have to take a bus and I am saving some money from my Centrelink payments. I actually have some money in the bank now.
You: I see. I phoned the rehab centre and the coordinator said that you were able to complete the assessment and interview with the counsellor. How was the interview?
Philip: It was okay, the counsellor was nice. I told him about Ozcare. I said I saw it in the newspaper the other day and it’s much closer and I don’t have to take the bus. She said I can suggest it to you and see what you think.
You: All good, Philip. I’ll look into Ozcare and see if you are eligible to transfer to their program. You said earlier that you are saving up some money from your Centrelink payment. Is that correct?
Philip: Ah, yes. I actually want to look for work but I really don’t know where to start.
You: That’s okay, Philip. We can also help you with that. We can help you start by developing an employment plan and mapping out your employment history. We will schedule another time for us to work on your employment plan.
Philip: I’m okay with that. Thank you.
Task 1 – Review of Care PlanThis part of the assessment will require you to review the care plan and the client’s progress, and plan the next steps using the Review of Care Plan form. This form is found in the Forms and Templates for Workbook B folder in The Hub.
Read the instructions carefully before proceeding.
Steps to take:
Complete the Review of Care Plan based on the meeting with Philip. Refer to the revised case management plan for the identified opportunities and goals.
Document the Progress of each opportunity and goal, and note:
whether the goals are being achieved
whether they are being achieved in the timelines
whether there are any barriers to implementation
whether there is a failure to achieve the goals
whether the client is satisfied with the service/s received
what needs to be changed to meet the client’s situation (e.g., the goals themselves, or the steps to meet those goals).
Guidance: Refer to the conversation provided in the scenario for the details of the Philip’s progress.
Include who the source of information is (e.g., client – Philip, service coordinator of [name of service provider], counsellor from [name of service provider, etc.) in the review plan.
Determine the adjustments to be made or the next steps to take to be able to overcome any barriers identified or the needs that have changed over time. Provide the rationale for identifying these next steps/actions to take.
Submit the completed review of care plan using the following naming convention:
Filename
Review of Care Plan [Last Name, First Name]_Subject 4 – Review_Care Plan

Task 2 – Communicate the Outcomes of the ReviewYou are tasked to send an email to the following parties to inform them of the proposed changes arising from the case review:
Coordinator and counsellor of the rehab facility Philip is currently attending
Employment counsellor of Operation Hope
Your emails must contain the outcomes of the review of the care plan that are relevant to their respective responsibilities. You must provide them with the details and the reason behind the proposed changes arising from the review. The next steps/actions identified during the short meeting with the client must be outlined, and clearly but concisely explained to all the parties involved in the care of the client.
Guidelines
Draft two (2) separate emails—one for the coordinator and counsellor of the rehab facility, and another for Operation Hope’s employment counsellor.
The email for the coordinator and counsellor of the rehab facility Philip is currently attending must provide them information about the changes brought about by the review and the wishes of Philip to transfer to another facility’s program.
The email for the employment counsellor of Operation Hope must include the referral and the basis of your recommendation.
Write the draft on the templates provided below.

To:
(include name/s and email address/es) FORMTEXT ?????
Subject:
(write an appropriate subject) FORMTEXT ?????
Message: FORMTEXT ?????
To:
(include name/s and email address/es) FORMTEXT ?????
Subject:
(write an appropriate subject) FORMTEXT ?????
Message: FORMTEXT ?????

Part 4: Case Closure and ExitPhilip was able to transfer to Ozcare’s live-in detox program and after a week, he dropped by your office to inform you that he will be exiting Operation Hope’s program. He said that he needs more than a week to fully recover from his alcohol dependency and that Ozcare offered a structured program that will help him be free of alcohol. Philip told you that he is very grateful for all the help and that he was satisfied with how you assisted him and coordinated his care.
You started preparing for the case closure and Philip’s exit by reviewing his case and Operation Hope’s exit policy and procedure.
The exit policy and procedure is found in Operation Hope’s Policies and Procedures document. Access this file in the Assessment Files for Workbook B folder in The Hub.

Task 1 – Case Closure and SummaryYou are required to complete the Case Closure Summary and Exit form in accordance with Operation Hope’s policies and procedures. This form is found in the Forms and Templates for Workbook B folder in The Hub.
Read the instructions carefully before proceeding.
Steps to take:
Complete the Case Closure and Exit form based on the scenario above. Refer to the Client Exit Policy for further guidance.
Summarise the services rendered to the client and reason/s why the case is being closed. Comment on the progress made toward goals in the case management plan. Where necessary, include provisions for continued services listing agencies and contact persons.
In the Transfer, Discharge, or Follow up Plans, include the following information:
Additional support that should be provided to the client prior transfer and discharge
How the client can access your service again should the need arise
Procedures for exit documentation, file closure and secure archiving

Task 2 – Reflective JournalFor this assessment, you will be required to reflect on your learning experience and your performance in completing all the previous tasks.
Guidelines:
Reflection Guides are provided to assist you in providing the relevant information required for this activity.
You must always provide complete responses, where required. If the guide asks you to list at least two (2) examples, then you must list two (2) or more, and not less than.
Your responses must always be based on your experience during the completion of the case study. The reflective journal shall be the last task you will accomplish in this workbook.
Journal Entry Date: FORMTEXT ?????
Reflection Guide
Reflect on your own performance as the case manager of Philip. How did you fare as a case manager and coordinator? Do you think you were able to provide effective case management to Philip? What aspects of his case management could be improved? What strategies (at least three) will you use to become a more effective and efficient case manager? (Write your reflection in not less than 200 words)
In not less than 100 words, describe how you integrated appropriate cultural considerations into all aspects of the planning phase?
In not less than 100 words, discuss how you provided the standard of care that is reasonable and consistent with duty of care responsibilities?
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Case Study 2 – Thuy and PalomaSCENARIO 1 - Thuy
-273051968500Thuy is a 42-year old man from a Vietnamese background. He is a single father with a teenage son, whom he has raised after his wife passed away five years ago. Thuy also lives with his ageing parents whom he also supports. He has two other siblings who have moved to the city because of work opportunities so he was left to take care of their parents on his own.
Thuy dropped out of high school because he was bullied by his peers. He tried to learn the English language but the other students said that he sounds funny when he speaks in English. Thuy developed a low self-esteem and decided not to return to school and stay at home. Thuy had several part time jobs that did not last for long as he had trouble understanding his co-workers and the company clients.
Thuy’s last job was on a construction site. He had an accident where he fell from a scaffold and sustained injuries and a broken hip. He is now unable to leave the house and apply for a new job. A few weeks after his accident, his father became ill and now requires ongoing medication. Thuy started to feel upset and worthless. There were days when he would not talk with anyone in his family. He felt angry at times and would blame himself for the accident. At one point, he tried to cut his wrist with a sharp object but his son caught him and stopped him.
Thuy was referred to your service (Operation Hope), a month after his accident, by one of his neighbours. His son feared for his father’s life and the family did not know what to do with Thuy.
Thuy has limited responses during the assessment interview whilst you are trying to collect data. He nodded when you asked him if he could understand English. He was able to answer questions relating to his name, age, and where he lives.
When you asked him about his injury, he gives you a blank stare then looks at his son as if asking for help. You ask him more questions and he does not respond.

Task 1a – Analyse Information and Identify NeedsBased on the scenario, do you need to arrange for an interpreter for Thuy to ensure that he understands the service being provided and is able to communicate his needs? Explain your reason.
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Supposing that an assessment interview has been conducted for Thuy, identify two (2) needs that he needs to communicate.
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List two (2) ways on how you can identify Thuy’s spoken language.
Guidance: For this assessment, you are only informed that Thuy’s family came from Vietnam.
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You informed Thuy that you will be arranging an interpreter for him in order to proceed with his assessment interview. Thuy shook his head and you repeated that instruction about arranging an interpreter. He shook his head and waved his hand. You reckoned that he understood the word ‘interpreter’ but he refused to have one.
Explain the action you should do when a client refuses to use an interpreter.
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After seeking assistance from one of your multi-lingual staff, Thuy had agreed to have an interpreter. He preferred to have a female interpreter who speaks Vietnamese as he thinks that they understand better.
He also asked if his son could be present with him during the assessment interview so that he could help him understand the discussion.
Refer to the schedule of fees from the Translating and Interpreter Service:
https://drive.google.com/open?id=1TeEffSx_Lv42izFGPbrox6-bu8sc_3q1How much would standard interpreting service for two (2) hours cost?
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Task 2a – Interpreter ArrangementFor this assessment, you will be booking an interpreter for Thuy. Complete the Interpreter Booking Form. The form is located in the Forms and Templates for Workbook B folder in The Hub.
Read the instructions carefully before proceeding.
Steps to take:
Complete the Interpreter Booking form based on the scenario above.
In the Type of job booking, specify what type of interpreter service you require for the client/s (i.e. on-site, phone interpreting)
Complete the Appointment Details using your nominated date and time.
Guidance: For this assessment, on-site interpreting services requires a minimum booking period of 90 minutes, and phone interpreting, is 30 minutes.
Submit the completed booking for using the following naming convention:
Filename
Interpreter Booking [Last Name, First Name]_Subject 4 – Interpreter_[Client Name]

SCENARIO 2
3652520444500Paloma, a 16-year old teenager, is from a refugee family from Iraq. Since she was two, she and her family have been moving from cities in Iraq to escape the violence and armed conflict. She was sexually abused at seven years old by some soldiers, while her parents were tortured. Because of these experiences, Paloma’s parents decided that they needed to move out of the country. She was 14 years old when they came to Australia.
Paloma seems like a happy teenager, shy at first but easy to talk with when she’s comfortable with the people she is with. As her family live in a rural town among other refugees, Paloma has very little knowledge of the English language but she is determined to learn more.
One day, Paloma went to the city with a group of teenage friends. They met with other Australian teenagers who told them that they will teach them English if they hangout with them. From then on, Paloma and some of her friends visited the city often to spend time with their new friends.
Her parents became worried when Paloma started to become defiant and talk back to them which was very uncharacteristic of her. Sometimes, she would come home drunk at late hours of the night. Her father confronted her one time about this behaviour – she yelled at her father and stormed out of the house. She came home three days later. One of her friends told her parents that Paloma has been going out with different teenage boys from the city, and some of them they did not know.
Paloma was brought to the hospital a few days ago because she overdosed herself with pills. The doctor reported that Paloma is two weeks pregnant. She has regained consciousness after some medical treatment and the doctor suggested that she needs to seek help. She was then referred to your service.
At the assessment interview, Paloma speaks the same Arabic phrase as a response to your questions.

Task 1b – Analyse Information and Identify NeedsBased on the scenario, do you need to arrange for an interpreter for Paloma? Explain your reason.
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Supposing that an assessment interview has been conducted for Paloma, identify two (2) needs that she needs to communicate.
Mapping: CHCCSM004 PC2.4(p)
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You informed Paloma that you will be arranging an interpreter for her in order to proceed with her assessment interview. You wanted to collect information on what has been going on with Paloma since she started hanging out with the Australian teenagers.
With the help of a staff who can speak Arabic, you ask the client if it’s alright for her to meet with the interpreter. She seemed hesitant and shook her head, and asked for her mother to speak in her behalf instead.
You asked again if it would be okay to speak with an offsite interpreter and she nodded in agreement.
Explain one possible reason when a client refuses to meet an interpreter.
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Refer to the schedule of fees from the Translating and Interpreter Service:
https://drive.google.com/open?id=1TeEffSx_Lv42izFGPbrox6-bu8sc_3q1How much would the standard phone interpreting service for Paloma cost for 45 minutes?
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Task 2b – Interpreter ArrangementsFor this assessment, you will be booking an interpreter for Paloma. Complete the Interpreter Booking Form. The form is located in the Forms and Templates for Workbook B folder in The Hub.
Read the instructions carefully before proceeding.
Steps to take:
Complete the Interpreter Booking form based on the scenario above.
In the Type of job booking, specify what type of interpreter service you require for the client/s (i.e. on-site, phone interpreting)
Complete the Appointment Details using your nominated date and time.
Guidance: For this assessment, on-site interpreting services requires a minimum booking period of 90 minutes, and phone interpreting, is 30 minutes.
Submit the completed booking for using the following naming convention:
Filename
Interpreter Booking [Last Name, First Name]_Subject 4 – Interpreter_[Client Name]

WORKBOOK CHECKLISTWhen you have completed this assessing the assessment workbook, review the candidate’s assessment against the checklist below:
FORMCHECKBOX The candidate has completed all the assessments in the workbook:
FORMCHECKBOX Case Study
Part 1: Assessment
FORMCHECKBOX Task 1 – Case study questions
FORMCHECKBOX Task 2 – Roleplay activity: Intake Interview
FORMCHECKBOX Task 3 – Roleplay activity: Assessment Interview
FORMCHECKBOX Task 4 – Document the outcome of the assessment interview
FORMCHECKBOX Task 5 – Analyse information and prioritise needs
Part 2: Planning
FORMCHECKBOX Task 1 – Develop an appropriate case management plan
FORMCHECKBOX Task 2 – Roleplay activity: Facilitate a case conference and meeting
Part 3: Monitoring and Review
FORMCHECKBOX Task 1 – Review of care plan
FORMCHECKBOX Task 2 – Communicate the outcomes of the review
Part 4: Case Closure and Exit
FORMCHECKBOX Task 1 – Case closure and summary
FORMCHECKBOX Task 2 – Reflective journal
FORMCHECKBOX Case Study 2
FORMCHECKBOX Task 1a and b – Case study questions
 We would love to get your feedback on how this material worked for you.
 

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