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Participate in the work environment

Self Check

The optional self check tests your understanding of the topics covered in this section.

  1. What are the three levels of responsibility in an organisation?


  • Answer – Overall Management, Day-to-day Management, Service Provider

  1. Where would you look to find out what your employer expectations are and how your performance will be measured?



  • Answer – In your job description

  1. What types of services do support workers work in?



  • Answer – Services include rural and indigenous services, crisis centres, disability services, health, legal, parenting, relationship, aged care, child services, job centres, youth, and families services

  1. What determines the type of service your organisation delivers?



  • Answer - The type of services offered by organisations is determined by the needs of the local target community, the mission statement of the organisation and the funding guidelines under which the organisation works

  1. What type of support work might you find in a support team?


  • Answer – You might find support from psychologists, social workers, health workers, teachers, volunteers and community members.

  1. What is your role in the organisation?

  • Answer – Obviously answers will vary depending on the type of service the organisation delivers. An example of possible roles include Community development worker, Trainee in community work, Family support worker, Youth housing support worker, Indigenous support worker, Crisis support worker or Disability support worker.

  1. Who determines your roles and responsibilities?

  • Answer – Your roles and responsibilities are determined by funding bodies, peak bodies, industry-wide awards and levels, organisational structures, internal policies and procedures, Commonwealth and State Government standards and guidelines based on legislation.

  1. What are your responsibilities to the organisation?

  • Answer - Your responsibilities within the organisation include observing the chain of command, supporting others throughout the organisation, following prescribed referral procedures, meeting documentation requirements and maintaining records correctly.

  1. What are your responsibilities to your client?

  • Answer – You are responsible for the provision of a quality service at all times.  This includes the quality of the relationship between yourself and the clients and their families, the timeliness of the support provided your responsiveness to the changing needs of clients, your flexibility, the quality of your communication with others, adherence to the organisation’s code of conduct and your ability to work effectively as part of a team. For some service providers this also includes the achievement of outcomes, e.g. achieving targets for placing people in jobs and integrating them into the community.

  1. What additional support is available to you in carrying out your role?

  • Answer - There are a range of options available including clarification of job roles and responsibilities, training in particular skills or knowledge areas, obtaining the advice and guidance of a workplace mentor or coach, obtaining constructive feedback on your performance from a supervisor or somebody else and obtaining the assistance of co-workers to manage your workload.

  1. How can you access this support?

  • Answer – You may have an informal discussions with your supervisor, request additional support at an annual performance appraisal session, write a formal written request for support to the management of the organisation, request additional support during a staff meeting, or talk to a mentor from a professional network, work colleague/s or other specialist.

  1. How do you ensure that your work complements the work of others?

  • Answer - You need to have:

    • a collaborative team approach
    • respect team members at all times
    • stay focused on team goals, as well as the goals of individual team members
    • take into account the rights of individuals to privacy and confidentiality, as well as organisational policies and procedures

  1. What are the communication skills required to contribute to the effective operation of the support team?

  • Answer – Firstly, communication should be open and ongoing. The communication skills required include:

    • good listening skills including giving full attention, dealing with interruptions, encourage gestures, reflecting back, summarising, body language and careful interpretation
    • ensuring you allow for different cultures, language (or accent), diverse abilities and body language
    • selecting an appropriate form of communication for the nature of the material
    • timeliness
    • objectivity and relevance
    • negotiation skills
    • conflict resolution skills

  1. What resources are you likely to need in carrying out your role?

  • Answer – Resources may include petty cash for train travel and outings, information handouts and brochures, hiring and/or maintenance of equipment, stationery, computer station, printer, fax/photocopy machine, telephone and filing cabinet.

  1. How may shortages of resources be dealt with?

  • Answer – There are a variety of ways shortages can be dealt with. The best was is through avoiding the shortage through good planning, monitoring supplies, reducing wastage and spending, and requesting more before the shortage occurs. Other ways of dealing with shortages maybe include finding cheaper, more efficient alternatives.

  1. What are the basic workplace health and safety requirements of your work area?

  • Answer – Answers may vary, however responsibilities should include:

    • to take reasonable care of the health and safety of others in the workplace
    • to follow procedures and participate in hazard identification and reporting
    • use equipment properly in order to provide for the heath and safety of people in the workplace
    • not to refuse a reasonable request for assistance to prevent a risk to safety or health

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