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Assess and provide services for clients with complex needs (Module 6)…
Assess and provide services for clients with complex needs
(Module 6)
Assess and analyse client needs
When you meet a client for the first time it is important that you have the skills to engage them and earn their trust.
Paraphrasing
Is putting the client’s words into a new form to clarify what they said to you, was understood.
Reflection
Allows you to read between the lines and communicate feelings to the client.
Confrontation
Bringing the client face to face with their denials.
Interpretation
Is a process of looking at the client’s communication and behaviour differently.
**Non-verbal communication
You must be aware of non-verbal communication when sending and receiving.
Identify and provide for the delivery of services to meet client needs
service provider
A service provider is an organisation that employs workers who offer clients a specific service, resource or program to meet their needs.
Consider existing service providers.
Does your client already have workers and agencies involved in their life?
Consider new service providers.
You will need to consider what services and assistance your client agrees too.
Seek permission from client
Only share relevant information about client in regards to the case
Establish how to identify the services that are a suitable match for the client’s complex needs. These services could include support from in and/or outside the organisation.
Evaluate client service delivery
Review the allocation of services to establish whether they are continuing to meet the clients’ complex requirements
Have the services provided to the client assisted them to achieve the goals?
Has the client’s experience in dealing with the service provider enhanced the client's self-esteem?
Has the experience of dealing with the service provider increased the knowledge and skills of the client?
Have the support workers provided effective role models to encourage the client's interpersonal functioning?
Quality service
Meets the client’s needs as per their requirements.
Involves the client throughout the process.
Has policies and procedures to safeguard all stakeholders.
Is willing and finds the resources to be flexible.
Monitoring Progression
Effort
: The degree for those involved are achieving their tasks and responsibilities?
Adequacy
: The degree to which the resources and services provided are making a difference?
Quality
: The degree to which the indicators are being achieved?
Outcome
: The degree to which the clients’ goals are being achieved?
Assess and analyse client needs
Whilst interviewing the client you will need to consider professional boundaries
identify
the information you need to know;
only seek the
information
you need to know, not what you would like to know;
be
explicit
with the client as to why you need the information being collected;
let the client know
what you can and cannot offer;
be aware of your
limitations
as a person and a worker;
establish ground rules
about your working relationship with the client from the outset and be mindful of the culture of your organisation in this regard;
be
aware
of your feelings about the client and how those feelings may affect your working relationship with them; and/or
be
consistent
with the ground rules you establish and apply the boundaries.
Dealing with aggressive clients
Stay calm
Body language
Client’s space
Listen
Ask questions
Try to find a solution
Notify the client
Ensure the client is aware what processes you have put into place.
Ensure the client understands the messages you are relaying.
Empower the client throughout the process.
Ensure you provide the correct information.
Written records and case plans
A client can have an existing case plan, which contains information about support the client has/had access to.
Service providers
resolve issues on behalf of clients
Release of Information Form
NSW Legislation
Release of Information Form
To obtain information from a service provider you will need the client
Codes of conduct
expected standard of behaviour of an organisation's employees
Storing information
ensure all dealings are consistent and comply with the organisational standards and practices
Determine referral
The best possible service provider to refer.
Will this service provider meet the needs of this client?
Are there specific protocols that need to be considered?
Referral
If you are unable to assist the client because of capacity or capability limitations then it is important to refer the client.
Decisions need to be made based on the list of service providers that your organisation engages with.
Scope of responsibility
Is this decision in the best interest of the client?
Is it within the scope of practice or charter for your organisation?
Is there organisational support?
Some examples could include your organisations guidelines, job descriptions or management approval.
Is it within your own scope of practice?
For example do you have the education or the skills or the authority to complete the task?
Professional boundaries
Build strengths of a client
STRENGTH BASED APPROACH
Strength based model
practice methods, and strategies that identify and draw upon the strengths of the client.
BENEFITS
all individuals can
learn, grow and change
.
empowering
Recognises the existing clients’
strengths
Community
is abundant in
resources
and are accessible
Helps the client reach their
goals
through this empowerment approach.
Feedback
MEASURABLE
Qualitive
: exploratory
Quantitive
: conclusive
