a. is incorrect. Confidentiality and privacy are the right of every client. You could be breaching the Privacy Act by speaking loudly about a client's personal situation.

b. is correct! By being empathetic and sensitive to your client's needs and maintaining their trust and confidence, you will be moving towards open and honest communication between you and your client.

c. is incorrect. You must never discuss a client's situation with any other client.

d. is correct however this is only part of the relationship building process.

a. is incorrect. You should use this method. Client contracts provide a visible agreement and terms of reference between your agency and the client.

b. is incorrect. You should use this method. Many organisations incorporate a code of ethics into their organisational plan, policies and procedures.

c. is correct! This procedure could put both you and your client at risk.

d. is incorrect. You should use this method. This practice can often be incorporated into policy and procedures manuals.

a. is correct! Duty of Care is failing to do something that should have been done; or doing something that should not have been done where it can be reasonably predicted that the other person might suffer some harm.

b. is incorrect. WH&S is the responsibility of every worker, however, writing policy and procedures is usually a role for a specifically skilled staff member.

c. is incorrect. Only if you have been trained in First Aid. If not then follow your agency's reporting procedures.

d. is incorrect. This is important however you will need to follow your organisation's procedures for handling an emergency.

a. is correct! What are the goals and outcomes your client needs or wants to achieve?

b. is incorrect. If there are any 'not negotiables' that need to be considered, either on the client's part or from the agency's perspective, these must be discussed now.

c. is correct! Be very specific and break the actions down into small achievable and easily understood steps.

d. is incorrect. It is not wise to try to do everything. You may not have access to the resources or the appropriate skills. If your client has a number of immediate needs or the action required is complex, you may have to negotiate with different parties at different times.

a. is not one of the matching steps.
This is a factor to consider in negotiating action plans for a client before talking the situation through with all relevant parties.

b. is not one of the matching steps.
This too is a factor to consider in negotiating action plans during your talking through the situation with your client and with other relevant parties.

c. is not one of the matching steps.
This is a factor to consider after the negotiation of the action plans with your client and significant others.

d. is correct.
Look at resources you already have. Talk to other agencies to see what they have. Make a list of what your client needs.

e. is correct.
Phone to contact others who may help. Call meetings with other workers to plan what you can offer the client. Look at a resource file if your agency has one. Ask the client what resources.

f. is correct.
Make sure the support you are providing suits the client's needs. Make sure the client understands the resource. Make sure the client wants the resource.

g. is correct.
Talk with friends/significant others. Talk to the family members and other support people.

h. is not one of the matching steps.
You need to be specific about who you speak to regarding your client. It can be useful to talk to other co-workers or agencies to further support your client to identify needs. Remember confidentiality is essential.

i. is not one of the matching steps.
Advocacy services are an excellent way of assisting your client identify their needs if they are still unsure.

a. is correct! Worker contacts key people separately by phone or face to face. Respect client confidentiality.

b. is incorrect. This is likely to breach client confidentiality.

c. is correct! Always respect client confidentiality.

d. is incorrect. Again this could breach client confidentiality. The client may not wish the family to know.