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.
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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.
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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.
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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
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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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