WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT ?

▪ Your assessor will play the role of the client/colleague in each role play.

WHEN DO I DO THIS TASK ?

▪ You will do this task in the classroom or as homework – your assessor will advise.

▪ Write in your due date as advised by your assessor:

WHAT DO I NEED TO HAND IN ?

▪ You do not have to submit anything for these role plays

WHAT DO I NEED TO DO IF I GET SOMETHING WRONG ?

If your assessor sees that you have not shown the right skills/techniques during any of the role plays, they
will give you some feedback and you will need to do the role play again.
If your assessor marks any of your written answers as incorrect, you will need to either:

▪ Answer the questions that were incorrect in writing.

▪ Answer the questions that were incorrect verbally.

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ROLE PLAY 1: HERRIOT AND THE CARE WORKER
This role play is a continuation of Case Study 5 from Assessment Task 2.
In this role play your assessor will play the role of Herriot.
Herriot is going to tell you some things.
You will need to take notes about what Herriot says to you, as you will need to discuss her situation with
your supervisor in Role Play 2.
As part of this role play you should:

▪ Listen to what Herriot has to say. Use verbal and non-verbal communication techniques to show
Herriot your concern, show respect, and to make sure you have understood her correctly

▪ Respond appropriately to what Herriot tells you

▪ Ask for permission to take notes

▪ Explain what you will do with the information that Herriot has given you.
Your assessor will refer to the following checklist when observing your performance:

▪ Demonstrate effective communication skills

▪ Check understand and demonstrate empathy and respect

▪ Respond appropriately

▪ Respect the confidentiality of the disclosure

▪ Explain duty of care to client and mandatory reporting requirements

What do I need to hand in for this role play? Have I completed this?

You do not need to hand in anything

 48
ROLE PLAY 2: HERRIOT’S CARE WORKER AND THEIR SUPERVISOR

This role play is a continuation of Role Play 1 above.

In this role play your assessor will play the role of your supervisor, Ian.
You need to give Ian a verbal report of what Herriot told you. You can refer to your notes during this
discussion. You will need to talk about what further action should be taken.
Ian will ask you questions.
As part of this role play you should:

▪ Provide a full, accurate and non-judgmental verbal report of what Herriot has

disclosed ▪ Detail your own responsibilities in this situation

▪ Describe what actions should be taken next by your organisation, including timeframes

▪ Listen to your supervisor’s instructions and confirm that you have understood what you need to do
and what timeframes you have to do it in.

Your assessor will refer to the following checklist when observing your performance:

Comply with legal and ethical responsibilities to report suspected child abuse

Correctly identify breaches of legislation that have occurred to Herriot

Communicate effectively using verbal and non-verbal techniques to provide clear, accurate and easily
understood advice of what has occurred

Demonstrate a non-judgmental approach

Use industry terminology effectively

Confirm that your message has been understood correctly

Listen to instructions and clarify their meaning

Respond appropriately to instructions and questions

Clarify timelines for carrying out instructions

Communicate in a timely manner and in line with workplace instructions

What do I need to hand in for this role play? Have I completed this?

You do not need to hand in anything

49
50
ROLE PLAY 2: HERRIOT’S CARE WORKER AND THEIR SUPERVISOR
Dialogue:

Ian: How is Herriot? Is she safe?

Me: Yes, I trust that Herriot is safe. She mentioned that she felt safe after she left the

Community house. Ian: Where is she staying and with whom?

Me: Herriot decided to move out from her mother’s place and she’s considering staying at her
Grandmother’s place.

Ian: Is there anything else I need to know about Herriot?

Me: Well, Herriot stated that her mother’s boyfriend was apparently touching her sexually on

many occasions. Ian: What do you think are your legal responsibilities to Herriot in this situation?

Me: My legal obligation would be to make a mandatory report for possible Child Abuse

and Neglect. Ian: In this situation, what do you need to do now?

Me: I must report this to the Authority immediately.

Ian: Considering Herriot’s intellectual ability and that she is known to lie, do you think we
should report this disclosure?

Me: Of course! We must report this. Herriot is still a child regardless of her situation. This will
be carefully investigated by the authorities anyway. It’s better to do it now than not doing
anything.
 51
ROLE PLAY 3: JENIENNE

You are to role play a telephone conversation with Jenienne. She is the daughter of a potential client of
your residential aged care facility.
Jenienne is concerned about her father’s rights within the home and the type of care that they will receive. She
is also concerned about how information is kept (both electronically and in hard copy) and who will have
access to her father’s information.

Your assessor will play the role of Jenienne.

Your assessor will refer to the following checklist when observing your performance:

Demonstrate knowledge of legal and ethical obligations relating to confidentiality?

Demonstrate knowledge of how information is securely maintained?

Demonstrate knowledge of who can access client information?

Demonstrate knowledge of how electronic and hard copy records are maintained securely?

Use effective telephone techniques?

Use effective communication skills – both verbal and non-verbal?

Explain information clearly and confirm understanding?

Listen to requests, clarify meaning and respond appropriately?

Agree on any follow-up actions?

What do I need to hand in for this role play? Have I completed this?

You do not need to hand in anything

52
Role play 3: Jenienne

Jenienne: I want my father to feel as though he is at home, in that he is comfortable and safe.
ME: Hi Jenienne! my name is Jane. I understand you want the best for your Dad, no worries at all. I can
assure you that our priority is our client’s safety and comfort.
Jenienne: My father realises that he requires more care than we can provide and has agreed to go to a care
home but he is worried that he will be treated like a child, be told when to sleep, when to eat, and so on.

ME: Oh..I know it can be upsetting if someone keeps telling us what to do. But that won’t be the case
once he’s here. While we understand your father needs extra help, we still consider their preferences.
Jenienne: Will my father be able to have his own things?

ME: About that, we can provide things for the mattress, like bed cover (duvet cover), pillows, etc. For his
clothing, he can wear whatever he’s comfortable with.

Jenienne: Who will have access to his information about finances, health, and the like?

ME: In that case, aside from us as his care provider, only your father can have access to all his
personal and private information, unless your father has written and signed a consent to allow someone
else to access his private information/files with us. We are very strict when it comes to this matter.

Jenienne: How do you ensure the security of your hard copy and computerised records? How do
you make sure unauthorized people cannot access them?

ME: For our hard copy, we have our separate file cabinets that can only be accessed by a specific person in
our facility. Our Computerised records are also safe as we have our own domain that can be accessed by
employees only. There are other details of our clients that can only be managed and accessed by our
managers. About the unauthorized people, they can’t definitely get access unless there’s a signed consent
from your father.

Jenienne: This is a small town. A couple of the parents where my kids go to schoolwork at your facility.
I am worried they’ll know all our business!

ME: I truly understand your thoughts, Jennie. But rest assured that all our employees are required to
adhere to all our policies. If we make violations, we will not only be sanctioned by our organisation but
also by the Law. We are all committed to follow the rules.

Jenienne: My parents are divorced. Will my mother be able to access information

about my father? ME: That’s not possible unless she’s legally authorized by your

father.

Jenienne: Can you send me some information about your facility? What type of information can I get?
Are you able to email it to me tomorrow?

ME: Sure! What I can do is I’ll email you the direct link of our Services including our Privacy policies. I would
also provide you some information about the things you need to prepare before your father stays with us. I
can email it to you after our call. Please feel free to reply to the email if you have additional questions or
concerns.

53
ROLE PLAY 4: ELANA
There are two parts to this task:
1. Role playing a discussion with Elana about the storeroom.
2. Answering a set of verbal questions related to this scenario.
You have been asked by your supervisor to clean out the storeroom – it has become a workplace hazard.
Nothing has been sorted and there is stuff all over the floor.
You are a little concerned because your supervisor has told you to ask Elana to assist you. You know Elana
hates doing jobs like this – and the last time you worked with her, she basically told you to get lost!

Your assessor will play the part of Elana. You must ask her to assist you with the storeroom, and try to
avoid a conflict. Ian, your supervisor, has asked you to get this done immediately because it is a health
and safety hazard.
Following the role play, you will need to answer a set of verbal questions.
Your assessor will refer to the following checklist when observing your performance:

Use effective communication to avoid and resolve a potential conflict situation?

Explain workplace instructions to a colleague?

Negotiate timeframes with a colleague?

Demonstrate a collaborative and motivational approach?

Use appropriate, non-confrontational, body language?

What do I need to hand in for this role play? Have I completed this?

You do not need to hand in anything

54
Role play 4: Elana

ME: Hi Elana!

Elena: Oh it’s you again – I told you to leave me alone last time we worked together.’

Me: I know and I’m sorry about last time. Will you be available to help me clean the

storeroom? Elana: Well I’m not going to do it – I’m not employed to be a cleaner.’

Me: I’m sorry about this, if only I can do it myself.

Elana: Why are you asking me anyway – I’m too busy.

Me: Our supervisor asked if we could clean the storeroom together. It’s a little bit messy. The stuff is all
over the place. There are a few heavy pieces of equipment I can’t carry myself.

Elana: ‘It wasn’t me who made the mess in the storeroom. Go and tell Ian, he just chucks things anywhere
he likes, he is no better than anyone else. Why should I clean up his mess?’

Me: I know it can be tiresome to clean someone else’s mess but if we don’t do it now, it might cause harm

to everyone. Elana: ‘What are we supposed to do?’

Me: We need to organize everything there. Maybe we can put signs so people will know where to place
things. We might also need to throw out other stuff that is no longer needed.

Elana: When do we have to do it? I don’t have time to do it right now.’ (Be prepared to negotiate a time
that suits you both.)

Me: I understand. You must have a lot on your plate right now, I’m really sorry for the trouble. I can come in
an hour early for tomorrow’s shift. Does that work for you?

Elana: Well, I guess we should do it. It’s pretty much a WHS risk. Someone

could get hurt… Me: Thanks Elana! I’ll see you then!

1. What would you do if Elana had flat out refused to assist you?
- I would inform my supervisor so we can look for another person to do the task with me.

2. What communication strategies worked well during your role play?

- It’s about compromising and negotiating. Tone of voice is very important.
3. What communication strategies did not work well during your role play?
- there’s none since I was able to show empathy to how Elana felt. It’s true that it’s not part of our job to
clean but the safety of everyone is one of our responsibilities.