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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. Why is it important to review and develop your own work performance?


  • Answer – To ensure that you meet the needs and expectations of clients, the organisation and the laws and standards which underpin the service you provide.

  1. What are the mechanisms for performance review and development in the workplace?


  • Answer – The Staff Performance Appraisal and the Professional Development Record.

  1. What are the requirements for job quality and customer service?


  • Answer – Job quality requirements may include, but are not limited to:

    • being aware of workplace policies and procedures
    • being aware of your own job role and responsibilities
    • actively following workplace policies and procedures
    • monitoring your effectiveness
    • reporting any changes
    • discussing the need to do things differently from usual with your supervisor or work group
    • reporting any inability to meet work requirements
    • working cooperatively with others
    • contributing to the development of your work group and organisation

    Customer Service requirements may include, but are not limited to:

    • the quality of the relationship between support worker and clients
    • the timeliness of the support provided
    • the responsiveness of the support worker to the changing needs of the client
    • the flexibility of the support worker
    • the quality of communication between the support worker and others
    • adherence to the organisation’s  code of conduct
    • the support worker’s ability to work effectively as part of a team.

  1. How should unmet work requirements be addressed?


  • Answer – There are a number of approaches including:

    • negotiating a change to work tasks with your supervisor
    • asking for assistance
    • rescheduling appointments with plenty of notice.

    You need to be clear on the priorities for your time.  If you are regularly unable to meet your work requirements, it is important to discuss the reasons for this with your supervisor.  If expectations are excessively high or you do not have the skills or confidence to meet work requirements, you should raise this with your supervisor.

  1. How are training and support needs for staff identified?


  • Answer – As support workers monitor their own work performance and undergo performance appraisals and skills assessments, areas requiring training and support may be identified. Where work requirements are unmet, it may also indicate a need for training and support.

  1. What are the options for having training and support needs met?


  • Answer – Options may include:

    • on-the-job training by a co-worker, supervisor, or trainer
    • off- the- job training conducted in-house
    • off-the-job training conducted outside the workplace, either in a classroom or by working independently through workbooks at your own pace
    • on-the-job learning supported by a workplace mentor or coach.

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