Chapter 1: Following the organisation’s guidelines
Chapter 1 Following the organisation’s guidelines As a community services worker you need to think about how you work effectively with your co-workers and also make sure that you follow your service’s policies, procedures and guidelines. You need to consider other people’s rights as well as looking after your own rights and responsibilities. The workplace has policies, procedures and guidelines in place to help workers do this and so that things are done by everyone in the same way. Everyone in the workplace needs to understand these guidelines and follow them.
Policies are statements about what the workplace thinks about an issue. A policy explains what should be done and why.
Following the organisation’s guidelines enables workers to provide the best services to their clients. Guidelines help the organisation operate efficiently, effectively and according to the law. It is important for workers to know how to use these resources for the right purposes. Workers also need to know where to go for help when they don’t understand instructions or how to do tasks.
Procedures are standard ways of doing things in the workplace. They give step-by-step instructions on how to complete tasks.
In this chapter you will learn about: 1.1 Following workplace instructions and policies
Guidelines are rules and instructions to help you do your work correctly.
1.2 Supporting the organisation’s programs and procedures 1.3 Using the organisation’s resources correctly 1.4 Asking for help and information
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Chapter 1: Following the organisation’s guidelines
yy The Sex Discrimination Act 1984 (Cth) protects the right to fair treatment and to not be discriminated against because of gender, pregnancy, family duties or marital status (being married or not). yy The Age Discrimination Act 2004 (Cth) protects a person’s right to fair treatment and to not be discriminated against because of age (young or old). 3. Freedom of information legislation
The Freedom of Information Act 1982 (Cth) protects a person’s right to see information that has been written about them. Under this act, people can ask for information from: yy schools, universities and TAFE Institutes yy councils yy government agencies yy public hospitals and health centres yy state government departments yy government ministers. 4. Accreditation standards
Workers in community services need to know about the industry standards that affect their job role and the services they provide. Standards refer to the way things are carried out. All community service organisations must reach the standards that are outlined by the Australian government so that everyone receives high-quality care. Work standards provide information on the beliefs, attitudes and values of community services work. They are the written policies and procedures that the whole industry must follow. Workers also need to know about accreditation and the legislation that affects their job role in community services work. Accreditation standards are the set of rules about the quality of the organisation’s service. The Quality Improvement Council (QIC) provides accreditation programs and support for community services. QIC accreditation states that the organisation has met all of the points outlined in the standards. Accreditation also means the organisation is always looking to improve its services. This is called a continuous quality improvement program. Organisations are checked every three years by the QIC to make sure they are still meeting these requirements. The QIC then awards an accreditation certificate to the organisation. If you work for an accredited organisation, people know you provide good quality services. © Aspire Training & Consulting
Beliefs are things that you accept as true or real. Attitudes are the ways you think, feel and act, particularly towards other people. Values are the beliefs and morals of an individual, culture or organisation. Accreditation is the act of granting official recognition or approval for completing specific tasks. The Quality Improvement Council (QIC) promotes improvements in health care services by providing standards and accreditation programs.
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CHCORG201A Follow policies, procedures and programs
Task 7 1. Look at each of the following situations. Write down, or tell your trainer, how you would ask a question to get the information you need. The first one has been done for you. The situation
The question you might ask
You can’t find the policy and procedures manual.
Excuse me, could you please tell me where the policy and procedures manual is?
You answer the telephone and need to find out who you are speaking to. You have just started a new job and need help to fill out your time sheet. You ask your supervisor Mr Greeley. You need the key for the stationery cupboard to get more paper for the printer. You want to know what time the manager is expected back from a meeting. 2. Read the case study. Write down, or tell your trainer, your answers to the questions that follow. Case study
Carly’s story Carly has started work as a family day care worker. Her supervisor, Jo, asks her to make some glue out of flour and water. Carly watched Jo make the glue a few days ago and thinks she knows what to do. Carly pours hot water onto the flour to make the glue but as she stirs, it becomes very lumpy. She adds some more water. The glue starts to feel thin and runny, so Carly adds some more flour. But the glue is still quite lumpy. Soon Carly has a huge pot of glue that is far more than needed. Jo is not very happy.
continued ...
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Chapter 1: Following the organisation’s guidelines
Assessment activity for Chapter 1 Following the organisation’s guidelines The following table maps the assessment activity in this chapter against the element and performance criteria of CHCORG201A Follow policies, procedures and programs. The table also identifies which parts you should complete. Part
Element
Performance criteria
Workplace learners
Classroom learners
A
1
1.1, 1.2, 1.4
B
1
All
Part A Read the following policy and procedure document about occupational health and safety at the Nardello Centre. Write down, or tell your trainer, your answers to the questions that follow. Nardello Centre Occupational health and safety – faulty equipment Policy Ref: NC/OHS/FE/11 Policy statement All workers at the Nardello Centre have an ethical and legal responsibility to ensure their work areas and equipment are safe and in proper working condition. Client and worker safety is of the utmost importance at all times. Workers will be trained in the correct evacuation procedures and are expected to behave appropriately in case of an emergency. Outcomes Clients and workers will be protected from dangerous or hazardous situations and there will be reduced risk of accident, injury or death. Procedures If a worker identifies a dangerous situation due to faulty equipment, they should act as follows: • Turn off electrical equipment and unplug it at the power point. • Look for signs of immediate danger such as sparks, smoke, fire. • If sparks, smoke or fire is detected, alert the fire warden immediately and/or activate the fire alarm as required. continued ...
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CHCORG201A Follow policies, procedures and programs
2.1 Working in line with the organisation’s beliefs and values Community services organisations will have a set of rules that direct workers’ actions in line with what is believed to be right. Working ethically in community services includes being on time for your shifts, not taking sick leave when you’re not sick, using the telephone only for urgent matters not your own personal use, not accepting gifts from clients, not using clients’ belongings, not gossiping about someone behind their back, showing support to other workers and keeping client information confidential. In the workplace it is important to always behave in an appropriate way and report any problems to your supervisor. When you work in a community services organisation, you have particular tasks to do as part of your job. If you work within the roles, responsibilities and boundaries of your job description, you will also be working in line with the organisation’s beliefs and values. The tasks you do in your job are directed by: yy your job description yy codes of practice, regulations and laws yy workplace policies and procedures. All these documents are written to reflect the beliefs and values of your organisation. The organisation’s beliefs The organisation’s beliefs (or philosophy) are its main goals or aims. The goals are worked out by the people who start the service and should describe the reason the service was first set up or the reason the service exists. For example, the service may exist to provide information and support to people with disabilities. Here are two examples of belief statements, which list the organisation’s main goal. Example Centre 1 The centre is committed to providing high-quality disability services that are responsive to family, community and industry needs. Centre 2 The centre is committed to supporting people with mental health issues, by providing access to services and by protecting their human, welfare and legal rights.
The beliefs or goals of the service are supported by its policies and procedures. Policies point out the general direction of the service and the procedures are the step-by-step rules that direct how the policy will be put into place. As a worker you need to support the organisation’s policies by following its procedures.
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CHCORG201A Follow policies, procedures and programs
2.2 Working quickly and effectively Working effectively means doing your job without wasting time or energy. In your work you probably have a wide range of tasks to do.You need to clearly understand what is expected of you. For example, you may be the person who answers the phone, meets new families or cleans the tables after meals.Your job description will describe the tasks you have to do. However, not everything that is expected of you will be written in the job description or other workplace documents. You must have a clear understanding of what you are expected to do and you must also know how you should work with other team members. For example, some services may expect all workers to be involved in planning the program. Other services may only give this job to qualified staff. It is important that you understand your role within the team so you can do the work you are meant to do. Working with others Sometimes you will work on your own, but most of the time you will be working as part of a team. When working with others, you need to be clear about your responsibilities in the team.You may share tasks with other workers such as: yy setting up the equipment in the workplace yy preparing snacks yy restocking supplies yy cleaning up yy making beds. You are expected to do your job tasks quickly and well. As a team member one of your duties is to speak with co-workers and keep them up to date on how things are going. You have to talk to a number of people in your service about your work including your supervisor, co-workers, clients and their families. You need to think about: yy what other people need to know yy what you need to say yy how you give the information to other people. When you talk with your co-workers and other people about work requirements, you need to be open and honest. As well as sharing information with others in the team, there will be times when you need to ask for directions and for additional help. It might be a simple matter of getting feedback on what you are doing. This will let you know you are doing the right thing and you can continue with confidence. At other times, you may want help with a task you don’t know how to do. This information is covered in Chapter 1 of this workbook. 44
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CHCORG201A Follow policies, procedures and programs
... continued Kylie works for the North Blackvale Council. She provides support for people with disabilities, in their own homes. A client has given Kylie a gift of a small silver horse. Kylie loves it but she is not sure if she is allowed to accept it. She tells the client that she needs to check with her supervisor first. Kylie looks in the organisation’s policy and procedure manual. The policy called ‘Accepting gifts’ says ‘workers may accept gifts of little value and all gifts must be reported to the supervisor’. Kylie discusses the situation with her supervisor. Kylie says she can’t tell whether the silver horse is real silver and therefore expensive. Her supervisor tells Kylie that she should politely refuse the gift.
What do you think? Have a discussion with your classmates, co-workers or trainer. Discuss the following ideas. yy Should community services workers be allowed to accept gifts from clients? yy Are there situations where you think this would be the wrong thing to do?
Clients and workers both need to respect the workers’ job role, job boundaries and policies. Gifts should be returned immediately and the supervisor should be informed of the gift and its return. Some people from different cultural backgrounds may find it particularly difficult to understand why you are refusing to accept their gift or returning it to them.You will need to be patient and polite but you must also follow the policies and procedures when you return a gift.You must always be polite and respectful but firm when refusing a gift given to you by a client, as in the next example. Example Janine works in a residential care centre. She is well liked by the mature aged residents as she has a lovely caring manner and is very kind and patient. One of her clients is an older woman named Thelma, who tells Janine that she is getting worried. She has not heard for some months from her daughter who lives interstate. Thelma is anxious that something may have happened to her. Janine offers to help her and phones another family member about Thelma’s concerns. Thelma thanks Janine several times for her help. The next day Janine finds a gift from Thelma on her desk. It is a beautiful bracelet. Janine is delighted but she knows there is a policy that states workers cannot accept expensive gifts from clients. Janine finds Thelma and thanks her for the bracelet. Janine politely refuses the gift. She tells Thelma that the organisation’s policies and procedures say she cannot accept the gift. Thelma understands.
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Chapter 2: Working in an ethical way
Task 10 Read the case study. Write down, or tell your trainer, your answers to the questions that follow. Case study
Joel’s story Joel is feeling very tired at the end of a long shift. He really wants to get home. It is dark and cold and he has just missed the bus. There will not be another bus for an hour. Joel is feeling pretty miserable. He tells his client Mrs Smith about his worries. She says ‘Don’t worry Joel. Here, take $20 and get yourself a taxi’. She opens her purse and gets out the note. Joel shakes his head, ‘I can’t take your money Mrs Smith.’ ‘Of course you can. I’ve got lots of money,’ says Mrs Smith. Joel really wants to get home and getting a taxi would solve his problem. Joel has read the organisation’s policies and procedures and he knows he’s not to take gifts from a client. 1. What do you think Joel should do? _________________________________________________________________ _________________________________________________________________ 2. How does Joel know that he is not supposed to take gifts from clients? _________________________________________________________________ _________________________________________________________________ 3. If you were Joel, would you tell the supervisor or accept the money? Give a reason for your answer. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
2.4 Using the client’s belongings correctly Everyone has possessions or belongings. These are items that you own or use. Some belongings may be very important to you for emotional reasons and others are necessary to live well. For example you may have a teacup that your grandmother gave you or you may have an old car that you use to get around. Your clients have belongings that are very special to them too. They may bring back fond memories of a time gone by or of a person in the past. Perhaps they may have been given the item by a particular friend or relative. © Aspire Training & Consulting
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CHCORG201A Follow policies, procedures and programs
How to keep information private and confidential There are many ways that you can keep information private and confidential. For example: yy Do not use the person’s full name if you are speaking to them on the telephone or talking to them in a public space such as a waiting room. Always be aware that other people may hear your conversation. yy Do not talk about clients or co-workers in social situations or give away information that might identify a person. yy Do not share client information with your co-workers without your client’s permission even though you work closely together and are employed by the same organisation. yy Always follow your organisation’s procedures about destroying private or confidential information. For example, client notes, letters and faxes should: – not be recycled – be put face down on desks – be locked away when they are not being used – disposed of properly such as shredded. yy All information provided by a client, even in casual conversation, should be treated confidentially. Following these steps will ensure you don’t breach your clients’ or co-workers’ confidentiality. Read your organisation’s policies and procedures or ask your supervisor if you have any questions or you are not sure what your organisation expects of you.
2.7 Reporting work-related problems You may experience times when you have problems doing your job well. Unexpected things can happen to change the day-to-day operations of an organisation or workplace. Some problems become more serious if they are not dealt with quickly and can cause stress, anxiety or depression for workers. When you have difficulties carrying out your duties, you need to report these problems to your supervisor. It is important that you report problems to your supervisor so that solutions can be found, workers can feel more comfortable about their work and work can continue efficiently. Work-related problems Work-related problems are situations or issues that make it difficult for you to carry out your job properly. There are many things that can go wrong in the workplace. For example, some work related problems may be due to problems with: 1. Equipment 2. People 3. Lack of resources 58
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Final Assessment: Follow policies, procedures and programs
Final assessment Following policies and procedures The following table maps the Final Assessment activity against the elements and the performance criteria of CHCORG201A Follow policies, procedures and programs. The table also identifies which parts you should complete. Part
Element
Performance criteria
Workplace learners
Classroom learners
A
1, 2
All
B
1, 2
1.3, 2.4, 2.5
C
1, 2
1.1, 1.2, 2.7
D
1, 2
1.1, 1.2, 1.3, 2.3, 2.5, 2.6, 2.7
Part A Read the following case study. Write down, or tell your trainer, your answers to the questions. Case study
Alice and Zeke’s story Alice and Zeke are both community services workers at the Beyar Community Centre, which provides support and information about employment and healthy living to the local community. Alice and Zeke both do the same job and their job description lists their key responsibilities as: yy yy yy yy yy yy yy yy yy yy yy
Follow workplace instructions and policies. Support the organisation’s programs and procedures. Use the organisation’s resources correctly. Ask for help and information. Work in line with the organisation’s beliefs and values. Work quickly and effectively. Politely refuse inappropriate gifts. Use the client’s belongings correctly. Behave in an acceptable manner. Keep information private. Report work-related problems. continued ...
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