CHCCCS007 Develop and implement service programs - Learning Checkpoint 1-4 PDF

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CHCCCS007 Develop and implement service programs Learning checkpoint 1 Engage consumers in the analysis of service needs Part A 1. List four strategies you may use to engage the young people you are working with and gain their feedback.  Casual and informal discussions  Online or paper surveys  Focus groups  Involving the young people in the planning process 2. List three individual needs to consider when collecting feedback.  Language e.g. some people may speak English as a second language.  Cultural differences e.g. women may not be able to associate with men alone.  Disabilities e.g. hearing, visual and intellectual issues. 3. List the stakeholders you should involve when developing a program plan.  The service-users (the clients)  The Board Members  Other relevant networking services 4. At what level should service-user feedback be shared in the organisation? All levels in the organisation including Management, the Board and staff. 5. List three barriers that may prevent young people from giving feedback.  Fear and lack of knowledge.  Learning difficulties.  Language difficulties. 6. Explain two obligations that organisations have in relation to complaints procedures.  Ensure the organisation is aware of the complaint procedures in place and that everyone understands it.  Ensuring the service-users are aware of the complaint processes and they understand that if they lodge a complaint, the organisation’s reputation will not be compromised. 7. Identify two ways you can make it easier for the people you support to engage in twoway communication.  Build trust and a strong relationship with the client so you understand how to approach them.  Provide a safe and confidential environment to ensure the client is comfortable.

Part B

1. How would you try to engage the refugees? As I will be investigating the needs of the refugees, I would approach them informally to accumulate information about them. I would engage the refugees through story telling where they will be able to voice their experiences, providing me an opportunity to comprehend and build trust with the individuals. 2. How would you assess their needs?  As they are refugees, many of them will have language barriers so I would assess their needs by engaging an interpreter to communicate with them.  Listen to them through story telling where they can express their experiences, knowledges and feelings.  Use other staff members or relatives who speak their language to interpret.  Have questions in their language translated. 3. Who might you consult and collaborate with?  Multicultural services  Refugee services  Employment providers  Training organisations  The Federal, State and Local government for funding 4. How would you make sure you properly adhere to a code of conduct? Reflect my behaviour in accordance to human rights, maintaining confidential information and ensuring duty of care. 5. What legislation should you be mindful of?  Racial Discrimination Act 1975 (Cth)  Australian Human Rights Commission Act 1986 (Cth)  Privacy Act 1988 (Cth) Learning checkpoint 2 Develop programs Part A 1. List four of the internal stakeholders you would include when developing a new program.  Reception/Administration staff  Management  Human Resource staff  Finance Team 2. Identify three strategies to integrate service evaluation into programs.  Quality assurance  Strategic planning  Business plans/staff appraisals

3. How can you support special service user groups when engaged in program planning?

The organisation can offer extra assistance which can include advocacy for individuals (e.g. primary carers, social workers and managers), awareness training for employees, ensuring the site is accessible, communicating with service-users using simple language and participating them in the planning process. 4. How can service users contribute to an organisation’s strategic plan? The organisation can hold a focus group in the planning process and invite the service users to attend and contribute their ideas. The organisation can also combine service committees together to gather more information and invite the service users to participate. 5. What is the difference between human rights and individual differences when integrating them into program planning? Human rights when integrating them into program planning are equal rights that apply to everyone across the board where as individual differences is managed differently, based on each person’s range of needs. Part B 1. Identify two internal services you should include in the planning process.  Finance department  Human resources 2. Where does philanthropic funding come from? Private individuals or companies that provide funds to assist projects. For example, a trust or charity. 3. How can human resources assist you when developing a new program? Human resources can assist when developing a new program as they have the ability to employ the right people who possess the appropriate qualifications, they can train employees, compose job descriptions and plan work events. 4. List two external services you might engage in the planning.  The local sexual health service  Peak bodies such as LGBTI 5. List the steps you might take as part of designing this new program.  Identify the programs purpose  Research the environment  Participate with stakeholders (internal and external)  Outline the scope of work  Develop the objectives  Create a work plan  Implement a budget  Evaluate all of the above steps  Conduct an overview of the staff  Discuss the evaluation  Construct a program plan  Get the program approved (if applicable) 6. What type of document can be used to document a program? A work plan.

7. In order to use an organisation’s support systems effectively, what do you need to familiarise yourself with? The policies and procedures within the organisation. Learning checkpoint 3 Implement and monitor programs Part A 1. Whose role is it to give feedback to service users? All levels of staff. 2. What is a training needs analysis? It is used to identify the skills and knowledge that a client needs development in and is then reviewed to deliver the appropriate training. 3. Why would you undertake a training needs analysis when introducing a new program? The training needs analysis allows room for progression and upskills as staff may not have the knowledge or skills required. For example, a professional development session can be held to educate staff members. 4. What are ‘objectives’ in a training plan? Objectives in a training plan refers to a statement of its purpose. They are developed from goals and can be adjusted or measured and outlines how the organisation will reach its purposes. 5. What is a budget? A budget is an action plan outlining the expenditure that the organisation needs to allow for when implementing the programs. 6. How can you ensure that service-user feedback is continually monitored and integrated into service delivery?  Including feedback into monthly reports to the Board and management.  Integrate them in the annual report for continuous improvement.  Implement them in the policy and procedures.  Mention them on the staff meeting agendas. 7. Whose responsibility is it to communicate roles and tasks involved in a program? The program manager. 8. Identify two program planning principles.  The program integrates the service-users and stakeholders; it is inclusive.  The program has a clear objective which is transparent to the procedures, allowing the people involved to understand the process.

Part B 1. Identify the needs you must respond to this scenario.

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The facilities used for the games competition is not a suitable venue as it is a twostorey building and the participants rely on wheelchairs. The organisation needs to provide wheelchair access for the participants so they can participate in the event safely and inclusively. As one of the staff is helping the participants carry a wheelchair up the stairs, it is considered to be hazardous as the staff member may injure themselves during their actions. The organisation must comply with the work, health and safety regulations to provide a safe and secure environment.

2. How would you respond to the needs you identified?  As the venue is not suitable for the participants, I would review the location and implement relevant changes to provide wheelchair access or relocate the event to an appropriate place.  As the staff is helping participants carry wheelchairs upstairs, I would report and address the safety issues. I would also organise work, health and safety training for the staff members so they are aware about these matters. 3. What documentation might you need to complete?  Incident report  WorkCover report  Premises report  Program report Learning checkpoint 4 Evaluate programs Part A 1. What is a program evaluation? Program evaluation is a method used to measure the progress and efficiency of a program by gathering relevant information and data. The information collected determines the goal of the evaluation through the methods used. 2. Which service areas in an organisation can help you measure a programs capacity?  Human resources  Finance department  Senior management 3. How would you measure if you have enough staff for a program? ....