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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

Summary

Working with a client for any length of time requires assessment of the services provided by your organisation (or any other agency to which you have referred your client) to ensure you have dealt with the client’s needs in an holistic sense. Check that:

• the service has enhanced the client’s self-esteem
• you have assisted the client to achieve the goals
• the service has increased the knowledge and skills that the client needs to solve problems
• support workers have provided effective role models.

For services to be effective, attention should be paid to the following areas:

• Clients’ progress or outcomes are tracked.
• Clients’ file notes are complete and up to date.
• Each client’s stage of decision-making is documented.
• Workers and organisations implement reflective practice strategies.
• Feedback is sought from clients.

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