CHCCCS007 DEVELOP AND IMPLEMENT SERVICES PROGRAMS Re Submission

SERVICE PROGRAMS
For classroom-based students
CHCCCS007 Develop and implement service programs
Student first name: PAWANDEEP_______________________________________________________________________
Student last name: KAUR______________________________________________________________________________

ASSESSMENT OVERVIEW
This Student Assessment Booklet includes all your tasks for assessment of CHCCCS007 Develop and
implement service programs.
ABOUT YOUR ASSESSMENTS
This unit requires that you complete 5 assessment tasks. You are required to complete all tasks to
demonstrate competency in this unit.
Assessment Task About this task
Assessment Task 1: Written questions You must correctly answer all 5 questions to show that
you understand the knowledge required of this unit.
Assessment Task 2: Project and role There are two parts to this task:
play  Part A: You are to develop a consumer participation
and engagement plan.
 Part B: You are to consult with clients.
Assessment Task 3: Project You are to develop a service program.
Assessment Task 4: Project You are to implement a service program.
Assessment Task 5: Project and role There are two parts to this task:
play  Part A: You are to conduct a client and staff feedback
session to evaluate the service program.
 Part B: You are to write an evaluation report.
How to submit your assessments

When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill
it in for each task, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write this on the
back of the Task Cover Sheet.
Make sure you photocopy your written activities before you submit them – your assessor will put the
documents you submit into your student file. These will not be returned to you.
Assessment appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us.
Refer to your Student Handbook for more information about our appeals process.
Assessment plan
The following outlines the requirements of your final assessment for this unit. You are required to
complete all tasks to demonstrate competency in this unit.
Your assessor will provide you with the due dates for each assessment task. Write them in the table
below.
Assessment Requirements Due date
1. Written questions 7-SEP-19
2. Project and role play 14 SEP 2019
3. Project 21 SEP 2019
4. Project 28 SEP 2019
5. Project and role play 18 SEP 2019
AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before you fill out and sign the agreement below. Make
sure you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of   No
assessment?
Do you understand the requirements of this assessment?   No
Do you agree to the way in which you are being assessed?   No
Do you have any special needs or considerations to be made for this   No

assessment? If yes, what are they?
______________________________________________________________________________________________________
Do you understand your rights to appeal the decisions made in an   No

assessment?
Student name: PAWANDEEP KAUR_____________________________________________________________________
Student signature: _Date: 7 SEP 2019_______
Assessor name: Anuj Thapa___________________________________________________________________________
Assessor signature: ____________________________ Date: 25/01/2019________________________

ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1
Students: Please fill out this cover sheet clearly and accurately for this task.
Make sure you have kept a copy of your work.
Name: PAWANDEEP KAUR
Date of birth: 18 OCT 1998 Student ID: RS171108

Unit:
 CHCCCS007 Develop and implement service programs
Student to complete Assessor to complete
Sufficient
Resubmissio Stude /
n? nt insufficie
Assessment Task Y/N initials nt Date
21/09/20
Written questions N Sufficient 19
STUDENT DECLARATION/
I PAWANDEEP KAUR________________________________________ declare that these tasks are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _______
Date: 7 SEP 2019_____________________________________________________________________________________

ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
Answered written questions correctly._________________________________________________________________
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Assessor signature: ______________________________________________________________________
Assessor name: ___________________________________________________________________________Anuj Thapa
Date: 25/01/2019_____________________________________________________________________________________
ASSESSMENT TASK 1: WRITTEN QUESTIONS

TASK SUMMARY:
 This is an open book test – you can use the Internet, textbooks and other
documents to help you with your answers if required.
 You must answer all 5 questions correctly.
 Write your answers in the space provided.
 If you need more space, you can use extra paper. All extra pieces of paper must
include your name and the question number/s you are answering.
 You may like to use a computer to type your answers. Your assessor will tell you
if you can email them the file or if you need to print a hard copy and submit it.
WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

 Access to textbooks and other learning materials.
 Access to a computer and the Internet (if you prefer to type your answers).
WHEN DO I DO THIS TASK?

 You will do this task in the classroom or as homework – your assessor will advise.
 Write in the due date as advised by your assessor:
WHAT DO I NEED TO DO IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You
will need to do one of the following:
 Answer the questions that were incorrect in writing.
 Answer the questions that were incorrect verbally.
Instructions to students:
QUESTION 1
Explain why is it important that clients have a say in how, where and when their services will be
provided? Provide three reasons.
1.There are wide range of helping workers or the care takers with their immediate needs such as
washing, dressing and maintain their hygiene. We can get this service in health organization.
2. For better outcome, we can ask to clients to get more opportunities, the services being provided
to them.
3. according to their needs, own decision can be made according to their choices.
QUESTION 2
Assistance is being provided for Melina, a client with a mental illness.

An interview is conducted with Melina so she can participate and engage in the decision-making
process regarding service provision.
There is also a need to investigate her specific needs from alternative sources.
Describe three other sources of information in which could you find out about Melina’s needs.
1. Family, friends and doctor: As 1. Family, friends and doctor: we know Melina’s family know
about their re cultural, history, family background and friends know her past time as childhood time
whereas doctor knows all about their medical history.
2. From there care plan we know there like and dislike, what’s their proper needs.
3. As we know, related to health issue, many problems faced by person, as same they have some
mental health issue so she can’t think and do any work properly.
QUESTION 3
Australia is a multi-cultural society. It has a wide range of educational, language and ethnicity
differences that can make consumer participation challenging.
Write down how each of the following communication issues can be overcome.
The first one has been completed as an example.
Communication issue Mechanism

Use of acronyms Provide the full term and then the acronym on the first occasion.
Overly complicated language
• Don’t speak loud too much.
• Speak simple language.
Not understanding English

• Use interpreter.
• Use translator.
Inability to read English

• Need to use interpreter.
• Need to use translator.
Communication issue Mechanism
Use of slang and colloquialisms
• Use common language or simple language.
Body language
• Eye contact: we must consider cultural background.
• Open body posture: we must sit properly and maintain body
language.
• Mindful of consideration: we should be aware of
Personal space
• We must maintain the distance between the clients.
Eye contact
• Maintain good expression with the clients.
Tone and volume of speech

• We must speak clearly so that everyone can
understand.
• Speak loudly so that everyone can listen.
QUESTION 4
Jilly is 15 years old. She has just arrived at a homeless shelter after living on the streets for the past
month. When Jilly is asked why she is not at home, she does not respond.
Jilly obviously has some issues that she is not yet willing to discuss.
The shelter provides temporary accommodation for all age groups, but they offer very little else in
terms of community services.
Imagine the homeless shelter is in your local area.
Research your local services and networks and write down the name of three that could be accessed
by a teenage girl. Briefly describe the services each one provides. The first one has been completed
as an example.
Name: Description:
Bendigo Community Provides health services for young people (12–24) experiencing
Health Services homelessness or who are at risk of becoming homeless.
Anglicare community Provide housing facility to the people of any age group.
housing services
Arcare Oatlands free food Provide food facility to the older people.
community facility
Quality care job communities’ Provide job facility to older people.

facilities
QUESTION 5
Marta works for a non-government group that would like to start offering a community services
program. However, they do not have the financial resources available.
List three options that may be available to this group to assist with financial resources.
The three options that may be available to the group to assist with financial resources are:
1. Centrelink.
2. Pacific free medical health center.
3. City council.
What do I need to hand in for this task? Have I completed this?

Your answers to each question  
ASSESSMENT TASKS
INTRODUCTION TO THE PRACTICAL ASSESSMENT TASKS FOR CHCCCS007DEVELOP AND

IMPLEMENT SERVICE PROGRAMS
The practical assessment tasks for this unit require you to:
 consult on
 develop
 implement
 and evaluate
A service delivery program for one of the three scenarios that are provided below.
Your assessor will tell you which scenario you will be using as the basis of your tasks.
Note: As these tasks are classroom projects, you and your classmates will be working to consult on
and evaluate each other’s programs.
In order to do this, your assessor will assign you the role of either a client or staff member of one of
the two other scenarios.
They will brief you on your role. You will be required to participate in a consultation session
(Assessment Task 2) and an evaluation of a program (Assessment Task 3) for one of your
classmate’s programs.
You will work independently on your project.
Tick the scenario your assessor has given you.
 Scenario 1 – Happyville Drop-in Centre

 Scenario 2 – Berrybank Disability Day Service
 Scenario 3 – Strawberry Fields Retirement Village.
Tick the scenario that you will be playing the role of client or staff member in.
 Scenario 1 – Happyville Drop-in Centre

 Scenario 2 – Berrybank Disability Day Service
 Scenario 3 – Strawberry Fields Retirement Village.
SCENARIO 1 – HAPPYVILLE DROP-IN CENTRE
You work at the Happyville Drop-in Centre for youth with mental health issues.
The Drop-in Centre operates Monday to Friday from 10.00am to 5.00pm.
Clients range in age from 12 to 18.
The Centre is a not-for-profit organisation that relies on funding from the government and the local
community and businesses.
The Centre currently offers the following programs:
 Music recording (it has its own recording studio)
 Art room
 School holiday programs
 Café
 Basketball court
 Volleyball.
Clients present with a variety of mental health issues, such as:
 depression
 anxiety
 risk of suicide
 aggression
 ADHD.
Risks to clients include such things as:
 non-attendance at school
 homelessness
 drug and alcoholism
 domestic violence
 teenage pregnancy.
The Drop-in Centre caters for up to 20 clients and has four staff members, who each work three
shifts per week.
The task
Your task is to develop, implement and evaluate a program that will be run during the school holidays.
The program is to be a one-off activity that will be run for one day (the program should not run for less
than three hours).
The program may be held at the Centre or it may involve an excursion.
The program must be able to cater for up to 20 clients.
All four staff members may be rostered on that day to assist.
Clients and staff must be involved in the consultation process and will provide feedback on the
program for evaluation purposes.
You have received $2,000 for this program (this must also cover staff costs).
Each staff member costs $22 per hour.
(Reference: National standards for Mental Health Services 2010:
http://www.health.gov.au/internet/main/publishing.nsf/content/mental-pubs-n-servst10)
SCENARIO 2 – BERRYBANK DISABILITY DAY SERVICE
You work at a Berrybank Day Service.
Berrybank operates Monday to Friday from 9.00am to 5.00pm and supports adults aged 18 to 65
who have a physical or intellectual disability.
The centre is privately run.
Clients receive funding allocated to them via the Support Needs Assessment Process. Clients may
also be self-funded.
Berrybank does charge fees to participate in activities that have additional costs (for example, to
assist with purchasing supplies associated with classes or for entrance fees for excursions).
The Centre currently offers the following programs:
 Cooking
 Shopping
 Healthy friendships
 Drama
 Community Garden.
Clients present with a variety of physical, sensory and cognitive disabilities. Many have complex
support needs.
Berrybank caters for up to 50 clients and has four full-time staff members.
The task
Your task is to develop, implement and evaluate a community engagement program.
This program may be a one-off activity or an ongoing program.
Examples of possible programs include:
 community gardening
 a visit to a community event or exhibition
 engagement with local radio
 dancing in the community.
The program may be held at the Centre or externally.
The program must be able to cater for up to 10 clients at a time.
Two staff members will be available to deliver this program.
If additional money is required, it will need to either be obtained through a contribution from
participants or by funding from a local community organisation or business.
(Reference: National Standards for Disability Services: https://www.dss.gov.au/our-responsibilities/disability-and-
carers/standards-and-quality-assurance/national-standards-for-disability-services)
SCENARIO 3 – STRAWBERRY FIELDS RETIREMENT VILLAGE
You work at a Strawberry Fields Retirement Village, which is in an inner-city suburb.
Strawberry Fields is privately owned, and its residents are self-funded. No government funding is
received.
Strawberry Fields caters for people who are over 55 and retired. The village offers independent
living in an environment that provides support, security and a sense of community.
Strawberry Fields offers various programs to support the health and wellbeing of residents as they
age:
It offers the following:
 A fully equipped gym and swimming pool
 TV and DVD lounge and games facilities
 Happy Hour every Friday
 Regular excursions for shopping, theatre, coffee groups and so on.
Clients present with a variety of abilities – some are fit and fully active, while others have various
health conditions including heart disease, diabetes, arthritis and dementia.
Strawberry Fields caters for up to 40 residents and has two staff on duty from 9.00am to 8pm. One
staff member is on call overnight.
The task
Your task is to organise a community event for Strawberry Fields’ residents and their family/friends,
and a local community group.
The aim of the event is to build relationships within the community and to involve family and friends.
The event may use the Strawberry Fields facilities, or it may involve use of an external venue.
The event may be designed around a context of your own choice – examples may include:
 a Christmas events
 Spring Racing Carnival
 mid-winter warm-up.
If additional money is required, this will either need to be obtained through a contribution from
participants or by funding from a local community organisation or business.
(Reference: IRCAS Standards for Retirement Villages: http://www.ircas.com.au/documents/2012/07/ircas-standards.pdf)

Unit:
Sufficient
Resubmissio Stude /
n? nt insufficie
Insufficie
Project and role play Y nt
STUDENT DECLARATION
Date: 14 SEP 2019____________________________________________________________________________________

ASSESSOR FEEDBACK
____________You are required to develop a program based on the scenario provided in the class to you .
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Assessor signature: ______________________________________________________________________
Assessor name: ___________________________________________________________________________Anuj Thapa
Date: 25/01/2019_____________________________________________________________________________________
ASSESSMENT TASK 2: PROJECT AND ROLE PLAY
TASK SUMMARY:
There are two parts to this task:

 Part A: You are to develop a consumer participation and engagement plan.
 Part B: You are to consult with clients.
PART A: DEVELOP A CONSUMER ENGAGEMENT AND PARTICIPATION PLAN
WHAT DO I NEED IN ORDER TO COMPLETE PART A OF THIS ASSESSMENT?

 Simulated community sector service program topic (to be allocated by the assessor)
 Relevant community service standards:
 National Standards for Mental Health Services 2010 or
 IRCAS Standards for Retirement Villages or
 National Standards for Disability Services
 Consumer Participation and Engagement template (provided).
WHEN DO I DO PART A OF THIS TASK?


If your assessor marks any part of your template as incorrect or having insufficient detail, they will talk
to you about resubmission. You will need to fix the errors and resubmit the template.
INSTRUCTIONS:
This task requires that you:

 develop a plan for consumer participation and engagement so clients of your organisation can be
involved in the decision-making process for the development of your service program
 identify potential barriers to client participation and plan ways in which they can be overcome
 identify other services and networks and plan consultation
 identify the broader context of the organisation and how this may impact on service delivery
Use the template provided to complete your plan.
Make a copy of your template – you will need it in Part B to consult with your clients.

Completed Consumer Participation and  
Engagement template
CONSUMER AND ENGAGEMENT PLAN
Name of organisation Happyville drop-in centre Namuna old age care home ( program should be developed based on the scenario provided to you)
What is the scope We are organizing one day event, where there is interaction program between the external
of the program to stakeholders, internal stakeholders and the clients of the organization. It further includes:
be developed?  Issues to be discussed
(include the scope  Solution of the issues to be addressed and solved
and context for
the program to be
developed)
( what program are you organising as an activity ? You can choose your own or choose one from
the list provided in the scenario)
What is the
objective of the The objective of the program is to address the issues of the clients if there is any and to aware
program? the staffs about their roles and responsibilities. ( objective of the program you are organizing)
How does the We are organizing one day event at the center of old age care. After that we are going to
proposed program organize the interaction program. Then the following activities will be conducted
align with the Exchange ideas among each other i.e.., between the clients and staffs
overall objectives ( Happyville drop in centre is a mental health centre)
of the ( how does your program align with objectives of the organization)
organisation?
What impact will
this program have • The impact of the services delivery in the organization is that they understand each other
on and know about each other cultural and become multi-cultural.
service delivery in • They can be mentally active.
the organisation? • Their issues on the organization services can be overcome.
What is the profile They can involve in various activities, can strengthen their mind and exchange their ideas and
of those who will knowledge. They will have the proficiency to adjust in new environment. ( age group , health
be accessing the status of the client should be mentioned)
program? This service centre is established for the youth of age group 12 to 18 who are suspected from
mental health issues. Those clients who are experiencing depression, anxiety, aggression,
ADHD and who tried to commit suicide are focused in order to provide better lifestyle to
these youth.
What is the The main purpose of client consultation is to acquire more knowledge about the upcoming
purpose of client events that are organized by the organization and know about the programs, the
consultation? solutions of the identified issues in the organization and so on
(purpose of the consultation session for this activity)
Identify at least Barrier 1: Actions to address Barrier 1:

two barriers to Clients get large information at one time and Focus should not be given to only on disease
client engagement get confused or issues. Education should be provided on the
that might affect single health behavior at one time only.
how clients can
participate in the
program.
Identify how these Barrier 2: Actions to address Barrier 2:
barriers will be When clients will be given more choices, it will Clients should be provided to take decisions
addressed. be difficult for them to make decisions on the giving them some time
spot
Other barriers (as identified) Actions to address other barriers:

According to their will, it will be difficult to Getting more care and affection with the
adjust them client's loved ones or caregiver can make them
feel communication better
What resources Resources: Costs related to each resource:

are required for For the consultation session, the various 1. 4 $
consultation resources are required as mentioned below:
session? 2. 300 $
1. At least 2/3 varieties of marker pen 3. 65 $
2. Well management of food and water 4. 40 $
3. Well managed place to sit (Mattress) 5. 10 $
4. Potable 2 white board 6. 6 $
5. Dustbin
6. 2 Dusters
What is the The communication strategy for providing information about the program are given below:
communication Phone calls, face-face conservation, video chats through verbal communication
strategy for
These verbal communication strategies should make the service users aware about the quality
providing
information about of the services they achieve.
the program?
What is the The strategy for receiving ideas and feedbacks from clients are:
strategy for Opening a conversation with the clients
receiving ideas
and feedback from Initiation of the survey in an organization
clients? Conducting the social media polls
What is the For the consultation session are given below:
strategy for Peer Education Support program in the organization
obtaining client Use appropriate motivational techniques such as providing a supportive environment, using a
participation in the range of resources and ideas and with the initiation of the research, the needs of the individuals
development can be fulfilled.
and/or
implementation of Strategy for obtaining the active participation of client involves
this program? Conducting seminar for motivating client to participate in development and implement the
program
Conducting meeting and introducing effective communication
( need to be specific)
What is the The main strategy for valuing and supporting the diversity of client backgrounds is to create a
strategy for culturally and aesthetically diverse holiday calendar in an organization. In addition, we
valuing and can also encourage others to get involve in various celebrations.
supporting the ( how would you value diversity in your program?)
diversity of client
backgrounds?
Where and when Venue: Brisbane, Australia Time and date: 11/14/2019 Expected duration:
will the client Time: 10:30 AM-3:30 PM 5 hours
consultation take
place?
Are there other There are other stakeholders who should be consulted. They are project managers of the
stakeholders who organization, policy makers, citizen themselves, funding agencies, partners of the
should be organization
consulted? Who
are they?
What In order to make other stakeholder consultation, various arrangements can be set up. For
arrangements will example: we can organize meetings, conduct various surveys and interviews. In
be made for addition, focus group discussion can be also conducted to the issues which are
another arised and to achieve best solutions
stakeholder
consultation?
( need to be specific how would you consult with other stakeholders?)
PART B: CONSULT WITH CLIENTS
WHAT DO I NEED IN ORDER TO COMPLETE PART B OF THIS ASSESSMENT?

 Role play participants for client consultation (at least four classmates)
 Client Consultation template (provided).
WHEN DO I DO PART B OF THIS TASK?

 You will do Part B in the classroom.

INSTRUCTIONS:
As part of this task you will meet with a group of clients who will attend your program.
Your assessor will allocate these ‘clients’ to you – they will be role played by some of your classmates.
This task will require you to:
 consult with clients using the Consumer Engagement and Participation plan (see Part A)
 investigate the needs and preferences of your clients as a basis for developing your program
 address barriers to client participation in your program.
Use the template provided below to record the outcomes of the consultation session.
CLIENT CONSULTATION
Name of organisation Happyville drop-in centre Namuna old age care home
Date and time of Date: 11/9, 2019

consultation Time: 10:30 AM-1:30 AM
Who attended the During the consultation process, the caretakers of the organization, old aged people,
consultation? stakeholders including funding agencies and the political parties were attended
( Client consultation ) Please read the insutrcutions.
What client needs During the consultation, it was found that most of the client needs were basically resources
were identified? that includes the resources inside the room such as ceiling fan during summer
timesummertime, blankets during winter and beds.
( needs of the clients in the program?)
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What client The client preferences identified in the consultation were proper and hygienic foods with well
preferences were facilitation of the drinking water. In addition, they wanted enough water to use in the old age
identified? care home.
How will diversity be The diversity can be supported by many ways:

supported? People can be let by doing i.e. learning by doing
We should be very alert about the unconscious bias
The diversity and the inclusion training can assist a lot in such cases.
During decision making, the decisions of all the clients should be addressed
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How will clients First, the clients should also be given opportunity to take the decisions on certain topic. When
participate in the they are involved and their issues are addressed and heard, they automatically involve in the
development and program implementation since their voice will be also addressed over there and they can get
implementation of the whatever their demands were.
program?
Provide a description In the old age care home, the program will be organized. All the stakeholders such as
of the program that caretakers, old aged people, funding agencies, managers of the organization, policy
will be run. Include an makers will be invited. Then there will be discussion on the topic which they think are
agenda if required. important. After that the old aged people and caretakers will be given opportunity to
raise their voice against unsatisfied works and decisions.
Once the decisions are set up from them, concerned stakeholders will put their sayings and the
issues and challenges will be addressed soon to improve the quality of the services of the old
aged people.
( Based on the scenario you are providing service for clients with mental health issues)
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Unit:
Sufficient
Resubmissio Stude /
n? nt insufficie
Project – develop a service program
STUDENT DECLARATION
Student name: PAWANDEEP KAUR____________________________________________________________________
Date: 21 SEP 2019___________________________________________________________________________________
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ASSESSOR FEEDBACK
____________________You are required to adhere to the scenario provided while completing the program.
____________Need to redevelop a service program for the clients, clearly mention what program are you
organising ?
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Assessor signature: __________________________________________________________________________________
Assessor name: ______________________________________________________________________________________
Date: ________________________________________________________________________________________________
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ASSESSMENT TASK 3: PROJECT – DEVELOP A SERVICE PROGRAM
TASK SUMMARY:
You are required to develop a service program

 National Standards for Disability Services or
 Service Program Development template (provided at the end of this task).


INSTRUCTIONS:
For this task you will need to develop a community sector service program by:
 getting input from internal and external sources and integrating the feedback into the program
 planning for individual needs, preferences, differences and rights
 calculating the financial, human and physical resources required
 preparing a budget
 developing systems and procedures
 developing methods of evaluation
 documenting the details of the program, including priorities, timelines and responsibilities.
Use the template provided to complete your program development.
Please note that you will be required to Implement this service program in the next Assessment Task.

Completed Service Program Development  
template
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SERVICE PROGRAM DEVELOPMENT TEMPLATE
Name of Happyville drop in centreNamuna Program Consultation program for the Namuna old
organisation old age care home title age care home
Detailed
description of the
program For the program, first of all, the plans will be prepared keeping all the stakeholders together. At
(include an initiation, funding agencies or the partners will be searched for the program. Then, the plans will be
agenda where prepared according to the budgets that we receive. The individual needs and the preferences which
one applies) will be required will be analysed. The resources which will be needed for the program will be
managed and the plans will be set up. The detail information regarding how to conduct the
program, how can it benefit the program to the participants will be studied. For the date of
program, actions will be listed with detail procedures and then program will be conducted. In
addition, suggestions and feedbacks from the participants will also be taken.
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Priority Consultation
(high, Due for required (Y/N
medium, completion – with Person
Action plan Details low) by whom?) responsible
Section A – Action plan
What governance For this project, all the Medium November Yes, Executives or board
arrangements are stakeholders will try to receive 16, 2019 consultation is of directors is the
in place for this the funding from government. If required with responsible person
project? government will also be the who could ask for
involved in this program, then organization's the government
the program will be more staffs and support for the
effective. Furthermore, to run employees project
the program,
government will manage the
resources in need since it is the
highest body of the country.
Obtain input from From the stakeholders, various Medium November Yes, Director of public
internal inputs can be taken. For 16, 2019 consultation is health, nursing,
stakeholders example: feedbacks can be required with trustees,
(Section B to be taken about what kind of clients and
completed) programs to conduct, what employees
issues to be included in the
program and they will too
involve in the program once
their feedback and suggestions
are obtained
Page 36
Obtain input from External stakeholders’ High November Yes, Patients, funders,
external involvement is very important 17, 2019 consultation is service users,
stakeholders to launch the program. Input required with suppliers, local
(Section B to be such as funding for the the funding authority.
completed) program, human resources such agencies and
as technicians and skilled man partners
powermanpower will be taken.
Similarly, important
suggestions from the external
stakeholders to launch the
program will also be included
Page 37
Engage clients in To involve the clients in decision High November Yes, Clients and related
decision-making making first of allfirst, the 17, 2019 consultation is health professional
processes clients’ suggestions and required with or care givers
feedback to improve the quality the client
of the services that they were themselves
achieving will be taken. Their and the
issues should be kept as the managers
main focusfocus point so that
they self will be involved in
decision making process about
what is right and wrong
decision.
Page 38
Organise internal Internal services will be Medium November Yes, Managers who will
services (such as organized for the program 18, 2019 consultation is arrange the duty of
staffing/roles and through dividing each staff with required with nurses to promote
responsibilities) their roles and responsibilities. employees and care of old aged
(Section B to be The roles will be provided in the manager of patient.
completed) accordance to their position. If the
needed, more staffs can be organization
included for the program from
the external sources.
Organise external For the transportation, services Medium November Yes, Transport
services (such as supply, import of the training 18, 2019 consultation is assistance,
transport, service and other resource materials, required with information services
supply and so on) the responsibilities will be given the project
(Section C to be to staffs to manage all those managers and
completed) services. Discussion will be the out
carried out regarding how much persons
vehicles will be required, how to
provide good quality of the
services during training and the
programs.
Page 39
Individual needs For this, every individual need High November Yes, Individual
planning – what to take sincere planning and 18, 2019 consultation is
individual work accordingly. The planning required within
differences need should include of all the staff's the staffs and
to be supported? and employees. There should clients of
not be discrimination based on organization
racism and ethnic groups. The
individual differences of the
plans and skills from various
backgrounds need to be
supported.
List the resources Financial resources- funding High November Yes, Stakeholders,
that will be (cost) from external sources 19, 2019 consultation is suppliers, human
required Human resources- skilled required resource
(financial, human manpower, external between the management
and physical stakeholders organization
resources) overall staffs
Physical resources- whiteboard,
(Section D to be dustbin, marker pens, mattress
completed)
Page 40
What systems For the emergency planning, High November Yes, Senior management
and processes provision of ambulance and 19, 2019 consultation is department
will be required? consent will be required. The required within
(Include risk risk assessment is needed the
assessment,
consent, about what types of risk are organization
emergency recorded and how to provide members and
planning and any
others that are solutions for it for long term the clients
applicable)
(Section E to be
completed for
Risk Management
Plan)
Page 41
What will be put To ensure adequate High November Yes, Environmental
in place to ensure environmental sustainability, 20, 2019 consultation is Health Intelligence
adequate banning the plastic products required with Analyst
environmental during training and promotion overall staffs
sustainability? of cloth bags, organic foods will
be put according to the funding
available for the program
How will the The program will be monitored High November Yes, Manager of
program be and evaluated through various 21, 2019 consultation is organisation
monitored and steps: required with
evaluated? 1. The aims and goals of the higher level
program will be identified project
managers
2. Indicators will be identified
3. Checking will be carried out
whether the data collection
method is suitable or not
4. Analysis plan of the work and
reporting of the template will be
carried out
Page 42
5. And finally, the donor will be
reported and sought how was
the training/program fruitful in
overall.
Section B – Internal stakeholder planning

Internal
stakeholder Special
planning task requirements
(such as
(Provide details licencing,
of all tasks that Details consent, legal Person
will be requirements,
required) time frame) responsible Training required
Staff roster Provide details of staff roster Licencing and time Staff roster Roster must ensure
 Firstly, engagement in planning frame are the provision of skilled
process important staff to deliver the
requirements care to patient
 Identify the major tasks that needs
to be carried out including budget Staff roster must
estimation, management of the allow the best
resources, including issues of training to the staff
clients members
 Analyse the decisions that were set They must be able
up earlier to deliver the fair
and transparent
 Plan according to the decisions service to each
made before and carry out the client.
acttraions
They have to
Page 43
prepare a shared
schedule
They have to be
able to fill the gap or
busy shifts with
most skilled
employee
Staff roles and List roles and responsibilities A registered nurse Geriatric They must be able
responsibilities Take reasonable care and safety of
(consider:conside who have nurse to access mental
r responsibility all the staffs completed health of patient.
for staff briefings, bachelor’s degree
client Information to all the staffs about Able to recognise
supervision, the program should be informed of science in the acute or chronic
client/parental nursing. They must
consent, first aid, Monitoring of the client's action and health issues of
communications pass national patient
system) works from time to time licence exam from
Provision of consent from the Able to discuss the
NCLEX-RN
client's parent in need more common
health issues such
Making and approaching
as changing
communication wider sleeping pattern,
Provision of first aid and health incontinence
services since the clients and staffs Able to teach
may bear accidents at any time. patient about the
safety and
prevention of
disease
Page 44
Client To provide detail information about Patient or
responsibilities the client's problem in an organization family of
Ask variety of questions to make patient
sure that they are understanding every
rule, their roles and responsibilities in an
organization
Participation in decision making to
include proper decision
Other (please Internal stakeholders will assist in Time frame and Manager or They have to be
specify) planning by exploring the perspectives of consent are special departmenta updated about the
various clients and employees and will requirement l head recent need of
try to address the issues that are existing patient
in the organizations They need to have
some knowledge
about the
technology or
infrastructure that
are prevalent in
service
Page 45
Section C – External stakeholder planning
Special
External requirements
stakeholder (such as
planning task licencing,
(Provide details consent, legal
of all tasks that requirements, Person
will be
required.) Details time frame) responsible Training required
Obtain funding/ firstFirst of all, plan will be prepared Time frame and CEO or They must be able
about how to carry out the program and
donations legal requirements manager of to voice their
the manpower and the resources to be
included for the program. Then in are the special team opinion for
accordance to that funding will be requirements achieving more
searched for the program by the funding
internal stakeholders. The funding
amount will be based on the amount of
resources and the manpower used.
Refer to the scenario
Book/purchase In order to organize the training or the Time frame will be Team They need to
services/resource program, the resources which is considered members, understand the
s that will be important for the program will be importantly staff taste and interest of
required managed. more patient while
For the book services, provision of them purchasing book,
will be also carried out during the services other
program. The resources will be made resources
present from outside to run the program.
Page 46
Section C – External stakeholder planning
Other (please For the external stakeholders, they will Time frame and CEO of They have to take
specify) be invited to talk about the funding legal requirement company concern of
problems since they meet with the stakeholders and
representatives in order to receive the make them aware
ideas, community issues and many about project
others more. They need to
provide detail
information and
participate them in
decision making
that develops the
feeling of ownership
among stakeholders
Section D – Resources and budget

Type of resource Cost
Staffing resources (please specify)
1. http://www.staffingresources1.com/
2. Proper education 2. 15000$
3. Training or volunteering 3. 600$
4. personal care attendant 4. 5000$
Page 47
Physical resources (please specify)
1. Raw materials 1. 500 $
2. Machinery 2. 1000 $
3. Energy 3. 150 $
4. Suppliers 4. 200 $
Total cost 1850 $
Financial resources available 1000 $
Balance 850 $
Page 48
Are there sufficient funds for this Yes / No
program? No
How will any shortfall be funded? The shortfall can be addressed by searching funding further from other
organizations or institutions. Some private organizations will be searched
for the donation assistance.
Page 49
Section E – Risk management plan
Level of risk (use Elimination/cont Training Who is
Hazard matrix) rol measures required responsible? When
Safety Chemical Pr 3 Safety measures Training Risk During work
hazards such are activities and related to risk management is especially in risk
asas working at
o 2
b precaution taken management responsible for management.rk
heights, a 1 2 3 to improve safety. handling and employees.Lab especially in
repetitive job. a
For example: effects of workers laboratory
corrosives, bil L M H
reduce risk related chemicals
o
reactives, toxins it ed i to human should be
w
and flammables y iu g health.The provided
w
m h chemicals which
are very corrosive
Severity in nature should
be kept far away
from children and
it should not be
exposed openly in
the air since
reaction may
takes place over
there
Page 50
Biological hazards Pr 3 Hands should be It is required Lab workers and During work in
such as animals, o 2 immediately for those who gardeners laboratory and the
plants and b washed before works in the gardens
microorganisms 1 2 3 and after wearing laboratory and
a
L M H protective clothes the gardens
bil o to avoid the
it ed i
w contamination and
y iu g
w reducing the
m h number of
exposed persons
Severity in an institution
Electrical hazards Pr 3 Naked wires Training about Staffs and During working
such as naked wire, o 2 should not be how to use employees hours
extra unnecessary exposed wires and their
wires 1 2 3 haphazardly handling is
L M H required
o
ed i
w
iu g
w
m h
Severity
Page 51
Mechanical hazards Pr 3 The old machinery Training Workers/ During working
such as accidents o 2 appliances which related to Employees hours
resulting from old b causes more working
and damaged 1 2 3 vibration and mechanism of
a
machinery L
damaged parts machinery
bil M H
appliances o should be appliances
it ed i replaced by new should be
w
one provided
Severity
( You are required to identify the risks related to your program and in the level of risk you are required to mention the high
,low , medium risk not put the picture of matrix)
RISK ASSESSMENT RATING MATRIX

Use this table to determine the level of risk for each identified hazard.
LIKELIHOOD
Rare Unlikely Possible Likely Almost certain
CONS
Catastrophic
MEDIUM HIGH EXTREME EXTREME EXTREME
Page 52
EQUENCE Major
MEDIUM MEDIUM HIGH EXTREME EXTREME
Moderate
LOW MEDIUM HIGH HIGH HIGH
Minor
LOW LOW MEDIUM MEDIUM MEDIUM
Insignificant
LOW LOW LOW LOW LOW
Page 53

Date of birth: 18 OCT
1998 Student ID: RS171108
Unit:
Sufficient
Resubmissio Stude /
n? nt insufficie
Project – evaluate a service Insufficie 25/01/20

program Y nt 19
STUDENT DECLARATION
I PAWANDEEP KAUR____________________________ declare that these tasks are my

own work.

I have correctly referenced all resources and reference texts throughout these
assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may
be taken against me.
Student signature:
_____ ___
Student name: _PAWANDEEP KAUR_____________________________________
Date: 21 SEP 2019__________________________________
Page 54
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results
and feedback.
A copy must be supplied to the office and kept in the student’s file with the
evidence.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Assessor signature: ______________________________________________________________
Assessor name: __________________________________________________________________
Date: ____________________________________________________________________________
Page 55
Unit:
Sufficient
Resubmissio Stude /
n? nt insufficie
Project – implement a service program
STUDENT DECLARATION
I understand that if I am found to be in breach of policy, ------------disciplinary action may be taken

against me.
Date: 28 SEP 2019____________________________________________________________________________________
Page 56
ASSESSOR FEEDBACK
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
Assessor signature: __________________________________________________________________________________
Assessor name: ______________________________________________________________________________________
Date: ________________________________________________________________________________________________
Page 57
ASSESSMENT TASK 4: PROJECT – IMPLEMENT A SERVICE PROGRAM
TASK SUMMARY:
Students are to implement the service program developed in Assessment Task 3.

 Service Program Implementation Plan template (provided).

 You will implement this task with the class at planned destination, in consultation with your
assessor.
 You will complete the service program implementation template in the classroom or as homework –
advise the students as to which is required.

INSTRUCTIONS:
For this task you must implement the service program that you developed in Assessment Task 3.
This task requires you to:
 communicate roles and responsibilities to relevant people
 facilitate training required to support program implementation
 monitor service delivery against the program’s objectives and its budget
 identify and address any problems in addressing client needs
 maintain relevant documentation.
You must ensure that you have adequately planned to do all of the things listed above prior to
implementing the service program.
Once you have implemented the service program, record details by completing the Service Program
Implementation template provided. You must obtain an assessor signature as evidence of
performing all tasks outlined in the template.

Completed Service Program Implementation Plan  
template
Page 58
SERVICE PROGRAM IMPLEMENTATION TEMPLATE
Name of Hapeville drop in Program title promoting mental health
organisation centreProgram title issueCommunication with Namuna old age care home
In this program, the various roles and responsibilities of the clients and the staff members will be
informed, the task which will be doing during the program will be introduced, the detail plans and
Detailed procedures of the program will be informed before launching of the program and the physical and the
description of human resources which will be required for the program will be arranged according to the budget
the program available.
Section A – Communicate roles, responsibilities and procedures to stakeholders

Roles and
responsibilities, and
Reflect on procedures and/or
communicatio arrangements How did this What resources When did this Person
n communicated occur? were required? occur? responsible
What The information This occurred Not required 24 November, Project manager
information was regarding plans and before the 2019
provided to procedures of the program
staff? program that was to commencement
hold including budget
arrangement was
communicated
What Information about the This occurred Not required 24 November, Staffs
information was issues that were before and 2019
communicated existing among the during decision
to clients? clients, their solution making time
and the role of clients in
decision making was
communicated
What To other internal This occurred Not required 25 November, Project manager
Page 59
Section A – Communicate roles, responsibilities and procedures to stakeholders
Roles and
responsibilities, and
Reflect on procedures and/or
communicatio arrangements How did this What resources When did this Person
n communicated occur? were required? occur? responsible
information was stakeholders’ before launching 2019
communicated information in regard to the program
to other internal the tasks which was to
stakeholders? be performed during the
program was
communicated
What To the external This occurred Human manpower 25 November, Project manager
information was stakeholders, before launching Technical 2019
communicated information regarding the program appliances
to external the funding of the
stakeholders? program, provision of
the technician and
human manpower with
availability of the
resources that are
required was
communicated
Page 60
Section B – Training to support implementation
Who was trained
prior to
Training implementing the How was the Who delivered the What resources were
requirement program? training delivered? training? required?
For the program, Especially clients Through open Experts from outside Human manpower
training about how to participation of both the organization Technical devices
include clients in trainees and the
Financial resources
decision making were trainers
conducted
Page 61
Who was trained
prior to
Training about the Especially staffs Through open Experts from outside Human manpower
roles and participation of both the organization Technical devices
responsibilities of the trainees and the
Financial resources
staff in an trainers
organization
Page 62
Who was trained
prior to
Page 63
Who was trained
prior to
Page 64
Who was trained
prior to
Page 65
Section C – Monitor service delivery and client needs against program objectives and budget
What were the objectives of The major objectives of this program were:
this program? 1. To aware the clients about their role in decision making process
2. To increase inclusiveness against client's racism and other factors
3. To aware the staffs of the organization about their roles and responsibilities
At what stages of the program Service delivery and client needs were How did monitoring occur?
were service delivery and monitored once the program or the
client needs monitored? How training was conducted. Monitoring Monitoring occurred through the various
will this occur? checks whether the action of service steps:
providing is working or not and occurs  The objectives of the program were set
during the stage after program is up
conducted to check the efficiency of the  The management was designed and
programs being conducted. implemented
 The monitoring method was designed
 Monitoring was implemented as a pilot
study
 The data was acquired and reported.
The results were used, and the findings
were analysed and interpreted
Page 66
Section C – Monitor service delivery and client needs against program objectives and budget
What performance indicates There were various issues regarding old age people. Their issues were addressed during
that the program has satisfied the program. The old aged people were provided opportunity to raise their voice against
the objectives? unsatisfied quality of services. The training which were provided during the program to
the clients and staffs has benefitted them a lot. This signifies that the program has
satisfied the objectives.
What mechanism/s are There are various mechanisms available to clients if they feel their needs have not been
available to clients if they feel addressed or they wish to make a complaint. Some of them are mentioned below:
their needs have not been Further meeting program can be set up in order to ensure more quality of the services
addressed or they wish to to the clients through interaction between the stakeholders.
make a complaint?
The owner of the organization can be made aware more and more about the services
that the old age home care is providing. So that it can take actions to provide further
better services to the old people.
Page 67
Section D – Monitor expenditure and income against budget
Budgeted Actual
Expenditure Items Expenditure Expenditure Difference
Complete the table to enable Staffing resources 100$ 200$
you to compare budgeted 50$ 45$ 100$
Proper education to nurses 100$ 110$
expenditure and income 5$
Training to nurses 500$ 600$ 10$
against actual expenditure
and income. License exam 100$
Enter all known data of budget Volunteering program
750$ 955$
from Program Development
825$ 1050$ 215$
template.
1575$ 2005$ 236$
Note the following changes 20000$ 451$5000$
Total expenditure
from the original budget and 15000$ 4500$ 500$
incorporate these to calculate Income and funding
5000$ 1100$ 100$
an overall budget analysis Total income and funding 1000$ 600$ 100$
Expenditure: 500$
For the purposes of the
simulation – choose four 26200$ 5700$
expenditure items to go over 21500$ 26700$ 6200$
cost by 10%. 22000$ 52900$ 11900$
43500$
Income and funding
For the purpose of the
simulation, assume a local Refer to the
business who heard about the scenario for
program has donated an budget allocated.
Page 68
Budgeted Actual
additional $500. Physical resources
Equipment’s 1. 800 $ 1. 1000 $ 1. 200 $
Materials 2. 300 $ 2. 400 $ 2. 100 $
Infrastructure 3. 2000 $ 3. 3000 $ 3. 1000 $
Supplies 4. 600 $ 4. 800 $ 4. 200 $
Total expenditure 3700 $ 5200 $ 1500 $

Income and funding 4200 $ 5700 $ 1500 $
Total income and funding 7900 $ 10, 900 $ 3000 $
Calculate your final difference Difference in expenditure 8400 $ 11400 $ 3000 $
from budget and indicate
whether you were under or Difference in income/funding 3700 $ 5200 $ 1500 $
over budget. Final outcome Over budget Under budget
Under budget
Page 69
Budgeted Actual
(circle as
appropriate)
Section E – Documentation
Make a list of all Name of documentation Purpose
documentation that was Setting of the planned aims and objectives To monitor the services that the
required during the organization is providing
implementation and
monitoring of this program
Measuring the performance of the To ensure whether the services needs to

organization be improved or not
Page 70
Checking the efficiency of the work To seek whether the carried task or the
action is in accordance to the plan or not
Designation of the effective report To include all the findings and its
management mechanism consequences in a report
Recommendations for the program or the To make the organization more improving
task improvement in providing the god quality services
Page 71
Page 72
ASSESSOR SIGN OFF: Please provide comments on the student’s overall performance during the
implementation of the service program.
Assessor Comments:
Information should be taken from the scenario and template must be completed accordingly.
Assessor signature: Date: 25/01/2019
Page 73
ASSESSMENT TASK 5: EVALUATE A SERVICE PROGRAM
TASK SUMMARY:
There are two parts to this task:
 Part A: You are to conduct a client and staff feedback session
to evaluate the service program.
 Part B: You are to write an evaluation report.
PART A: CONDUCT A CLIENT AND STAFF FEEDBACK SESSION TO EVALUATE THE

SERVICE PROGRAM
WHAT DO I NEED IN ORDER TO COMPLETE PART A OF THIS ASSESSMENT?

 Service Program Feedback Form template (provided)
 Role play participants (at least three clients or representatives and one staff
member).
WHEN DO I DO PART A OF THIS TASK?

 You will do this tasking the classroom.

Your assessor will observe you during the feedback session to ensure that you
give your participants adequate information. They may prompt you if they feel
your discussion is lacking.
Make sure you have submitted all feedback forms as part of this assessment,
otherwise your assessor will ask you to retrieve any missing forms from the
meeting participant.
INSTRUCTIONS:
In Part A of this task you are required to show that you can seek feedback from
users of the program and other stakeholders.
In order to do this, you will hold a feedback session with a group of clients or
their representatives and staff.
This group of people will be role played by your classmates. Your assessor will
arrange who will be part of your group and will brief them on their roles.
Prior to the feedback session, you must provide role play participants with a copy
of your assessments (Assessment Tasks 2–4) so they can familiarise themselves
with the content of your program.
During the feedback session you must do the following:
Page 74
 Provide an overview of the program so everyone understands your project
(they will be familiar with it, but you should still fully brief them regardless).
 Discuss the program’s objectives and the performance indicators as set in
Assessment Task 4.
 Discuss the program’s progress (you may make some of this up – for example,
three sessions have been run; attendance was good for the first two sessions
but dropped off in the third session; some clients had behavioural issues that
required them to be removed from the program, etc)
 Ask participants for feedback on the program and ideas for improvements.
 Ask each of the participants to complete the feedback form. You will need
these feedback forms to complete Part B of this assessment.
Role play participants will be instructed to complete the written feedback forms,
even if this may not be appropriate for their ‘role’ (for example, a client with an
intellectual disability may not able to read and write).
If there is any legitimate reason why the participant is unable to complete the
form, the student may record verbal feedback instead. The recording will need to
be submitted as part of this assessment in place of the written form.
Each participant is required to sign and date their feedback form.
Note: remember that you will also be playing the role of a client or staff member
of one of your classmate’s programs. This will not be assessed.
What do I need to hand in for this Have I completed this?

task?
Completed Service Program Feedback  
Forms (x 4)
Page 75
SERVICE PROGRAMFEEDBACK FORM
Who is the student The student associated with Namuna old age care
requesting this feedback? home
What is the name of the Interaction program of Namuna old age care
program being evaluated? home
What is your role?  Client
Please tick.  Client’s representative
 Staff member
 Otherer (please specify)
 Manager of this program.
( who completed the form )
Please answer the following specific questions:

1. Were diverse individual needs of clients met during this program? Explain
your answer and suggest improvements if necessary.
Yes, of course, the diverse individual needs of clients met during this
program. The diverse people kept their view regarding their unsatisfied
issues and needs. All the people had collaboration with that of the staffs and
managers of the organization. The organization was agreed to improve the
quality of services that they were providing to the old age people.
2. Were all risks sufficiently addressed? Do you have any suggestions to make
the program safer for clients and/or staff?
Yes, all the risks were sufficiently addressed. The suggestions to make the
program safer for clients and/or staff are:
It should be making sure that there should be provision of banisters and rails
during moving up and down the stairs
The path for the old people should be free of shoes and books.
Page 76
SERVICE PROGRAMFEEDBACK FORM
3. Was there enough support and supervision provided by staff? Can you
provide any suggestions for additional support or supervision needs?
There were no enough support and supervision provided by staff.
Supervision of the organization services should be conducted from time to
time i.e.., either twice/thrice a year.
4. Describe the interactions and participation levels of the users of the

program.
In the program, participants from various ethnicity groups were participated.
They discussed with each other about their culture, traditions and the
services they were receiving form the organization. Discussion was carried
on about the issues raised and the overcoming solutions for it.
5. Do you feel that the objectives of the program have been met sufficiently?
Explain your answer and suggest improvements if necessary.
In my personal view, I think the objectives of the program have been met
sufficiently since all the participants had got opportunity to raise their voice
and agreement was done to improve the quality of services further to the
old aged people.
Please describe three things that work well in this program

Three things that work well in this program were:
People got opportunity to share their ideas and information
Feedbacks and suggestions to improve quality of services were known
Monitoring of the program enhanced the improving solutions and the
recommendations that is to be adopted.
Page 77
Please provide three things that could be improved in this program
The three things that could be improved in this program are as follows:
The services of quality organization are providing can be improved
Monitoring of the organizational work can be conducted from time to time
The elderly people must be making sure that they are free of mental illness and
depression in the organization
Participant
signature:
Date: 28-sep-19
Page 78
PART B: EVALUATION REPORT
WHAT DO I NEED IN ORDER TO COMPLETE PART B OF THIS ASSESSMENT?

 Service Program Evaluation Report template (provided)
WHEN DO I DO PART B OF THIS TASK?

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

If your assessor marks any part of your report template as incorrect or having
insufficient detail, they will talk to you about resubmission. You will need to fix
the errors and resubmit the template.
INSTRUCTIONS:
Part B of this task requires you to:
 evaluate the feedback from users of the program and other stakeholders
 assess the capacity of the program to meet objectives
 identify what needs to be changed for ongoing success.
Use the template below to record the evaluation of the service program.
What do I need to hand in for this Have I completed this?

task?
Completed Service Program Evaluation  
Report
Page 79
SERVICE PROGRAM EVALUATION REPORT
Organisatio Namuna old age care home
n
Program Interaction program of Namuna old age care home
title
Section A – Evaluate feedback
Feedback received (expand on your
How will this feedback be addressed?
answers)
1. Were diverse individual needs of This feedback can be addressed by
clients met during this program? providing and promoting the better
Yes, of course, the diverse individual quality of services further to the
needs of clients met during this clients as soon as possible.
program. The diverse people kept
their view regarding their unsatisfied
issues and needs. All the people had
collaboration with that of the staffs
and managers of the organization.
The organization was agreed to
improve the quality of services that
they were providing to the old age
people.
6. Were risks sufficiently addressed? Since, the eyes of old people are
Yes, all the risks were sufficiently very weak, they can't seek
addressed. The suggestions to make properly. Therefore, the source
the program safer for clients and/or of barriers such as shoes and
staff are: other material on the way should
be removed. Lift system in the
It should be making sure that there organization can assist the ole
should be provision of banisters and aged people to move easily.
rails during moving up and down the
stairs
The path for the old people should (refer to the scenario)
be free of shoes and books.
7. Was there enough support and Funding from the international
supervision provided by staff? organizations can be searched to
There were no enough support and provide better quality of services to
supervision provided by staff. the clients. Timely monitoring of the
Supervision of the organization organization can also provide the
services should be conducted from information regarding the present
time to time ie., either twice/thrice a situation of the organization.
year.
8. What was the overall feedback There should be higher number of

regarding user interactions and participants in such program.
participation levels? Presence of higher number of
In the program, participants from individuals can assist in knowing
various ethnicity groups were large number of issues so that they
Page 80
n
title
answers)
people.
stairs
year.
participated. They discussed with can be addressed timely.
each other about their culture,
traditions and the services they were
receiving form the organization.
Discussion was carried on about the
issues raised and the overcoming
solutions for it.
Page 81
n
title
answers)
people.
stairs
year.
9. Were objectives sufficiently met? Despite of meeting the objectives, I
Yes, the objectives were met think it took a little bit longer day to
sufficiently. conduct the program. If the program
is planned timely and acted
according to the set plan, program
will be more fruitful.
Page 82
n
title
answers)
people.
stairs
year.
10. What general feedback was given In that program, the positive
on things that went well? feedback given was about the issues.
Due to the program organized, the
issues of old aged people in the
organization was addressed and they
got opportunity to express their
views and talked about the
improvements of the organization.
Page 83
n
title
answers)
people.
stairs
year.
11. What general feedback was given The general feedback on things that
on things that required required improvement were to
improvement? improve the quality of services that
where been providing to the old aged
people and monitoring of the
organization from time to time that
may be either twice or thrice
monitoring per year.
Page 84
n
title
answers)
people.
stairs
year.
Section B: Assessment of Program to meet objectives
12. Were the performance indicators for this program met?
(See Assessment Task 4 – Section C of the template.)
Performance indicator Program performance
1. Profit 1. There was higher profit regarding
program since the issues raised from
Page 85
n
title
answers)
people.
stairs
year.
the clients of organization were
2. Cost solved and more information was
passed among each other’s.
2. In terms of cost, the cost although
3. The number of qualified leaders was not enough was managed from
the outside funding and the program
Page 86
n
title
answers)
people.
stairs
year.
4. Resources being used up was conducted efficiently.
3. There were higher number of
5. Technical devices qualified leaders present in the
program who trained the participants
and leaded the program successfully.
The leaders contributed a lot to make
Page 87
n
title
answers)
people.
stairs
year.
program successful.
4. All the resources that were
required during the program were
managed and were used up for the
program.
5. There was good provision of
Page 88
n
title
answers)
people.
stairs
year.
technical devices which supported
the program to run smoothly and
efficiently.
Page 89
n
title
answers)
people.
stairs
year.
13. Given the feedback received and your own evaluation of the program,
write a paragraph on your assessment of this program to meet its objectives
in the future.
The major objectives of the program were as follows:
1. To aware the staffs about their roles and responsibilities in the
organization
2. To know the issues of the old aged people in the organization
Considering the feedback received and my own evaluation of the program,
Page 90
n
title
answers)
people.
stairs
year.
14. Make a list of modifications you recommend for the continuation of this
program.
The list of modifications that I recommend for the continuation of this
program are as follows:
There should be higher number of participants to be involved in interaction
program to ensure more effective decision-making process.
Since, there was found inadequate financial resources in the organization,
Page 91
Page 92

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SERVICE PROGRAMS

For classroom-based students

CHCCCS007 Develop and implement service programs

Student first name: PAWANDEEP_______________________________________________________________________

Student last name: KAUR______________________________________________________________________________

ABOUT YOUR ASSESSMENTS

Assessment Task About this task

Assessment Task 3: Project You are to develop a service program.

Assessment Task 4: Project You are to implement a service program.

How to submit your assessments

Assessment Task Cover Sheet

Assessment Requirements Due date

1. Written questions 7-SEP-19

2. Project and role play 14 SEP 2019

3. Project 21 SEP 2019

4. Project 28 SEP 2019

5. Project and role play 18 SEP 2019

AGREEMENT BY THE STUDENT

Do you understand the requirements of this assessment?   No

Do you agree to the way in which you are being assessed?   No

Do you have any special needs or considerations to be made for this   No

Do you understand your rights to appeal the decisions made in an   No

Student name: PAWANDEEP KAUR_____________________________________________________________________

Student signature: _Date: 7 SEP 2019_______

Assessor name: Anuj Thapa___________________________________________________________________________

Assessor signature: ____________________________ Date: 25/01/2019________________________

Make sure you have kept a copy of your work.

Name: PAWANDEEP KAUR

Date of birth: 18 OCT 1998 Student ID: RS171108

Student to complete Assessor to complete

I PAWANDEEP KAUR________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

Student signature: _______

Student name: PAWANDEEP KAUR_____________________________________________________________________

Date: 7 SEP 2019_____________________________________________________________________________________

Answered written questions correctly._________________________________________________________________

Assessor signature: ______________________________________________________________________

Assessor name: ___________________________________________________________________________Anuj Thapa

ASSESSMENT TASK 1: WRITTEN QUESTIONS

WHAT DO I NEED IN ORDER TO COMPLETE THIS ASSESSMENT?

WHEN DO I DO THIS TASK?

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

Assistance is being provided for Melina, a client with a mental illness.

Communication issue Mechanism

Not understanding English

Inability to read English

Tone and volume of speech

Quality care job communities’ Provide job facility to older people.

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

INTRODUCTION TO THE PRACTICAL ASSESSMENT TASKS FOR CHCCCS007DEVELOP AND

Tick the scenario your assessor has given you.

 Scenario 1 – Happyville Drop-in Centre

 Scenario 1 – Happyville Drop-in Centre

Make sure you have kept a copy of your work.

Name: PAWANDEEP KAUR

Date of birth: 18 OCT 1998 Student ID: RS171108

Student to complete Assessor to complete

I PAWANDEEP KAUR________________________________________ declare that these tasks are my own work.

Assessor signature: ____ Date: 25/01/2019