CHCCOM003

Student Assessment
Task Two: Case Studies
 Assessment Cover Sheet
This document must be signed by the student for each assessment completed. Submission of Assessments
will not be accepted for marking/review without a completed and signed Assessment Cover Sheet.

Qualification Title CHC52015 Diploma of Community Services

Unit Code CHCCOM003
Unit Title Develop Workplace Communication Strategies.
Student Name
Student ID
Student Email
Assessor Name
Campus ☐ Melbourne ☐ Sydney ☐ Perth
Due Date Week 7
Submission Date
Assessment Task Task Two Case studies

Student Agreement:
By signing this Agreement, I confirm that I understand the Assessment Submission Guidelines, as detailed
in the Student Handbook and Acknowledge Education’s policies and procedures. In particular:
• The work submitted is my own and does not contain another person’s material represented in my
work.
• I understand that I must acknowledge in an appropriate manner all information and sources of
assistance used in my assessment work.
• I have followed all submission, presentation and file name guidelines outlined in the submission
guidelines. I am aware that if I do not follow the required guidelines, this could result in my
assessments being returned not assessed by my trainer/assessor.
• I understand that I must not receive undue assistance or the unauthorised help of others in the
preparation of my assessment work.
• I will not allow other students to access or copy in whole or any part of my assessment work.
• I understand that if I am dissatisfied with the way I have been assessed or with my result, I have
the right to appeal as detailed in the Student Handbook and Acknowledge Education’s policies and
procedures.

Student Declaration:
I hereby declare that I have read the above statement and that all the material I submit for assessment is
entirely my own and meets all of the college’s assessment requirements.

Student Signature
Date

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 2

 Assessment Task 2: Case Studies
Student Assessment Instructions
 This Case Study may require you to work in groups/alone (The assessor will provide details of the
group format).
 You need access to the project instructions to complete this task. As this is an open-book task, you
may also access a learner guide, the internet and/or other resources.
 You must satisfactorily complete all sections of the assessment and submit these to your assessor.
Ask your assessor to clarify any aspect you are unsure about in this assessment task.
 You may be asked to explain your responses if the assessor needs any clarification.

Required Resources
 You will need to have access to relevant legislation, standards and codes, industry practices and
student book resources.

Evidence
 You must submit the completed assessment cover sheet and your assessment by online submission
within the allocated time.
 Ensure you keep a copy of your submitted work. Assessments submitted without a completed cover
sheet will not be accepted.

When and where will this assessment take place?

 This assessment may be undertaken in a simulated environment/in a classroom/at home – to be
discussed with the assessor.
 Your assessor will provide you with the due date, which can be recorded in the assessment plan.
 Your assessor may also specify the length of time allowed and the expected word count, if applicable.

What if the assessment is not suitable?

 If you are unable to provide sufficient evidence with the written assessment method, your assessor
may be able to provide you with an alternative method. Discuss this with your assessor.

What happens if your answers are not satisfactory?

 If any of the assessment responses are not satisfactory, your assessor will provide you with feedback.
You may need to resubmit some or all the assessment tasks. Your assessor will explain the details for
your reassessment.
 In most cases, you will be allowed a maximum of three attempts.
 If you are not satisfied with your assessment result, you have the right to lodge an appeal. Ask your
assessor or contact the Course Coordinator for more information.

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 3

 Case Study Instructions
 Read the scenarios and answer the questions below for each of the scenarios.

No. The student’s assessment shows evidence of the following:

1 Section 1 - Scenario 1
Fiona manages a team within a disability services organisation. Fiona has been asked to assess
some of the organisation’s communication strategies to decide whether they are appropriate
for the current internal and external stakeholders.
Currently all information to staff is disseminated verbally at weekly staff meetings. The
organisation is promoted to external stakeholders, including potential clients, by means of
brochures and posters. The brochures and posters are in English. Information for staff, clients
and the general public regarding disabilities and disability rights is provided in the form of
written fact sheets that are available at the office or can be mailed on request.

Consider these three contexts:

Context 1: English as an additional language
The staff and clients at the organisation come from a wide variety of cultural backgrounds,
including Aboriginal people and people from non-English speaking backgrounds.

Context 2: Educational level and demographics

The organisation provides services primarily for young people between the ages of 12 and 25.

Context 3: Disabilities that can impact communication

Following the inclusive values of the organisation, there are also staff members with hearing
impairments and learning difficulties such as dyslexia.
Required Evidence
Identify three communication strategies used in the case study. Explain why each of these
Q1
communication strategies is not suited to the context in which it is applied.
1. Brochures – It is not suited to the context because the people who are going to read
the brochures might not understand English since they are from the place that English is not
the first language (VCAA,2019).
2. Posters – In this communication strategy it is not suited because the posters maybe too
hard to understand since people have different level of education (Miller, 2007).
Answer
3. Fact sheets – There are some staff that has disability that might affect their reading and
can’t understand the fact sheets (DSS,2019).

Result Satisfactory ☐ Not Satisfactory ☐

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 4

 Q2 Identify a process you would use to adapt the current strategy to suit Context 1.
1. Identify the staffs that may have difficulty in understanding and speaking the English
language
2. Know their preferred language
3. Use simple English words that can easily be understood
Answer 4. Add additional resources
5. Have a feedback from the staffs if how the simple English and the additional resources
are helping them

Result Satisfactory ☐ Not Satisfactory ☐

Q3 Identify a process you would use to adapt the current strategy to suit Context 2.
1. Identify how young the people who are getting the service
2. Identify their Education level
3. Use simple English words that can be understand by young ones
4. Add more pictures than words
Answer 5. Ask the young people if they understand

Result Satisfactory ☐ Not Satisfactory ☐

Q4 Identify a process you would use to adapt the current strategy to suit Context 3.
1. Identify the staff that has disability
2. Identify what disability they have
3. If the staff has disability in hearing maybe the other staffs need to talk facing them and
the staff that has disability need to learn how to read the lips of the others while
Answer talking.
4. Ask the staff if the strategy is effective if not look for another alternative.

Result Satisfactory ☐ Not Satisfactory ☐

Explain why it is important to identify and follow processes when adapting communication
Q5
strategies to suit new or changed contexts.
It is important so that the organisation will overcome the barrier to have a smooth
communication with one another how to meet the objectives (Aaron, 2015).
Answer

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 5

Result Satisfactory ☐ Not Satisfactory ☐

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 6

 2 Section 2 - Scenario 2
Sandy is a 15-year-old Aboriginal girl and has just been referred to a supported accommodation
service. During the intake process, the worker Josie identifies that Sandy has some mental
health concerns that have not yet been treated. Sandy also discloses that the reason she
cannot live at home is that her mother’s boyfriend has been sexually abusing her. She tells
Josie that she has not reported to the police or child protection and does not want to because
she is safe now.
Josie decides that a priority must be getting Sandy mental health care, so she identifies a youth
mental health service and completes their referral form with all Sandy’s personal information
and sends it to them. The next time she sees Sandy, she tells her she has referred her to the
mental health service.
A few days after Sandy enters the accommodation, Josie overhears another worker discussing
Sandy’s case. She says, ‘What can you expect from an Aboriginal family? They’re pretty much
all abusing their kids’. Josie asks the worker to come and talk to her about Sandy and the
worker tells Josie that she does not think it’s appropriate to have someone who is ‘crazy’ in the
accommodation as she ‘may be dangerous’.
Required Evidence
Q1 Under what circumstances is it acceptable to disclose private or confidential information?
A staff in an organisation is only capable of disclosing confidential information of a client is
when the client is in danger or if the people around the client is in risk of harm.
Answer

Result Satisfactory ☐ Not Satisfactory ☐

What processes can you use to ensure Sandy’s information remains private and confidential?
Q2
Give two examples.
1. Not discussing with anyone in the organisation without the consent of sandy.
2. Keeping it safe in the documents room
Answer

Result Satisfactory ☐ Not Satisfactory ☐

Identify two examples of discrimination in this situation. For each example, what legal or
Q3 ethical issues would you consider when communicating to ensure discrimination does not
occur?
Answer 1. A worker saying that sandy come from Aboriginal family and all this kind of family is
abusing their child – Racial Discrimination
2. A worker said that sandy is crazy and they can’t accommodate her – Disability
Discrimination

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 7

Result Satisfactory ☐ Not Satisfactory ☐
Identify two duty of care issues in this situation and explain how you would use communication
Q4
to ensure duty of care is upheld.
1. Keep Sandy’s information confidential and not to tell anyone without the consent of
sandy
2. Denying a person who accessing the service
Answer

Result Satisfactory ☐ Not Satisfactory ☐

What legal and ethical processes and protocols would you follow with regards to mandatory
Q5
reporting in this case?
1. Check policies of organisation
2. Informed sandy that you need to do a mandatory report in her case
Answer

Result Satisfactory ☐ Not Satisfactory ☐

What does informed consent mean? Did Sandy give informed consent? Give reasons for your
Q6
answer.
Informed consent is a way of agreement between the client and the worker about what they
talked about and if sandy the client is okay to share her information with other people (Garry
2013). Also, in informed consent, sandy will be the one who will decide because she has
Answer options. In this case, sandy didn’t give any informed consent.

Result Satisfactory ☐ Not Satisfactory ☐

Explain how you would ensure legal and ethical considerations were met with regards to
Q7
gaining informed consent from Sandy.
1. Consultation from the professional and referrals are only an option if sandy give her
consent in the organisation.
Answer 2. Sandy has the right to know that she have choices

Result Satisfactory ☐ Not Satisfactory ☐

S=Satisfactory NS=Not Satisfactory

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 8

 Assessor Name
Assessor Signature

Student Name
Student Signature

CHCCOM003 – Student Assessment – Task Two: Case Studies (V.1 – 192501) 9