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Respond holistically to client issues

Content

• Section 1: The client/worker relationship
  • How do you facilitate communication?
  • Defining boundaries and establishing trust and respect
  • Definition of 'holistic'
  • Indicators of harm, neglect, abuse or risk of harm
  • Observations, assessment tools and questioning
  • Autonomy, privacy and confidentiality
  • Applying organisational procedures for collecting and analysing client information
  • Issues impacting on the organisation's services
  • Self check
  • Summary
• Section 2: Determine the course of action to be followed
  • Developing a client action plan
  • The negotiation process
  • Assessing the risk
  • Sharing information on services/options with the client
  • Work with the client to set personal goals and explore personal strategies
  • Identify and plan for potential consequences of client's decisions
  • Procedures, legal requirements and duty of care obligations
  • Implementing duty of care and ethical behaviour standards
  • Referrals to other service providers
  • Evaluating the benefits of brief intervention
  • Specialist support procedures
  • Providing resources and information to clients
  • Self check
  • Summary
• Section 3: Provide a brief intervention as required
  • Assessing a client's need for intervention
  • Complying with cultural obligations
  • Strategies for motivating, supporting and encouraging the client
  • Accessing crisis services
  • Self check
  • Summary
• Section 4: Responding to vulnerable and at risk people
  • Identifying vulnerable and at risk situations
  • How do you assess the priority need for intervention?
  • Use a checklist to assess the need for intervention
  • Responding to emergencies and crisis situations
  • Following organisational and legislative requirements
  • Self check
  • Summary
• Section 5: Evaluate effectiveness of client services provided
  • Review client progress and outcomes
  • Keeping files up-to-date
  • Reflective practice strategies
  • Self check
  • Summary

Introduction

You will encounter many individuals who are in a state of crisis. When you begin to work with a client and their family in a crisis situation it may become apparent to you very quickly that, in addition to the presenting crisis situation, the client involved may be a person who is particularly vulnerable and therefore at significant risk.

This section looks at responding appropriately to people who are vulnerable and at significant risk, including children and young people. It covers the following strategies for response:

• applying appropriate information collection mechanisms and assessment tools to establish the degree of risk, neglect or harm
• assessing the priority need for intervention
• applying appropriate procedures to prevent escalation of any potential emergency or crisis
• responding appropriately to emergencies and crises according to the organisation's procedures, in accordance with duty of care
• following relevant State/Territory legislation, your organisation's policies and procedures and duty of care obligations in responding to indicators of actual or potential risk of abuse, neglect or harm.

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