Read the case study below and answer the questions as they apply to the case study.
Lisa is 36 years old and identifies as ATSI. She has two children, Mia, aged 9 and Rory, aged 16. Mia and Rory’s father died six months ago. Lisa has recently lost her job, which has resulted in her also losing her rented home. Lisa has reported that she is currently staying with friends. She has applied for public housing but has been advised that she is not considered a priority and may need to wait up to 10 years on the waiting list. Lisa has recently been diagnosed with chronic depression and mild anxiety and is finding it hard to manage on a daily basis.
Mia attends the local primary school and appears to be doing well. Rory, however, is becoming disengaged at school. He has been skipping class, sent to the principal for fighting in the school grounds and argumentative with teachers. After a series of reported truancies, the school counsellor has referred Rory to a family support centre.
You are a case worker employed at the family support service. When you engage with Rory, he discloses that the family are currently homeless and he is fearful that they may never have a home again. He also tells you that he has been experimenting with drugs, which he gets from an older cousin. You let Rory know the centre has links to a community housing service that may be able to provide some support.
A few weeks later, Lisa visits the family support service seeking assistance. You have limited information on the family’s situation, so you organise an intake assessment meeting with Lisa, Mia and Rory.
Given what you know about Lisa, what issues do you need to consider as you plan for the intake meeting? How do you ensure your information is accurate and current?
Describe five types of communication skills you would use to engage Lisa and her family in the meeting.
How would you recognise any individual communication needs that Mia may have? Give an example of a need Mia might have and describe how you would respond appropriately.
List three communication methods used to promote a person-centred approach.
What would you do to uphold the principles of access and equity while conducting your work with Lisa?
Describe the interpersonal communication skills you would use to ensure equitable access.
When collecting and documenting client information, what workplace protocols need to be observed to ensure your documents provide clear and accurate information regarding Lisa and her family?
Working with this case study, who would you need to consult to determine the best outcome for all parties?
Research two applicable industry standards in your state or territory that can be applied to this case study. Explain your answer.
Read the case study that follows on from Part A, then answer the questions that follow.
You complete an intake assessment with Lisa where you obtain further information regarding her background, history and needs. Some of the needs identified by Lisa are employment, accommodation, counselling and parenting skills. Lisa discloses that when she was originally evicted from her rented home, she went to a refuge for crisis accommodation. Lisa tells you, ‘The experience was petrifying, I felt unsafe for my family. I will never go back again.’ Lisa states that she is currently living in her friend’s garage, which she describes as ‘Ok’. She informs you the family are currently sleeping on the floor and on a spare sofa and that they cook on a camp burner in the garage. She says, ‘There are insects and rodents, but it’s better than sleeping on the street.’ Lisa does not have a car and is currently living on government benefits. She pays her friend $50 per week in rent.
Lisa tells you that she is becoming increasingly anxious about Rory’s behaviour in and out of school. She explains she is concerned that Rory’s behaviours are becoming more aggressive and she has been experiencing significant difficulty managing his violent outbursts. She says he is often verbally abusive to her in front of Mia. He has caused some damage to the walls and furniture in the garage during his outbursts. Lisa says Mia often cries when Rory has an outburst. She explains that Rory often disappears, sometimes for days, and usually returns in a bad mood. She is concerned that his behaviour will jeopardise their current living arrangement at her friend’s house as her friend has two young children.
Lisa states she is also anxious about upcoming school fees and excursions, which she cannot afford to pay. Lisa asks if your service can give her money to pay for her children’s upcoming school expenses. You advise her that this is not permitted under your organisation’s policies. She then asks you if you can give her the money personally or her ‘kids will go hungry’.
How do you respond to Lisa’s request? Your answer must include a consideration of ethical guidelines.
If you agree to Lisa’s request, what ramifications would this decision have?
What communication skills would you use to manage this situation? Give five examples and describe why you have chosen each one.
How will you respond if Lisa becomes angry or upset and a potential conflict situation emerges?
How would you reflect and evaluate the effectiveness of your communication in handling this situation?
Imagine the situation escalates to conflict and Lisa expresses herself loudly and aggressively. She calls you names and uses strong swear words in front of staff and other clients, including children.
a)The situation requires immediate response. How do you de-escalate the situation while ensuring duty of care?
b)How will you manage your own emotional response to the incident?
c)If you are unsure about how to respond, what steps would you take to clarify your approach?
d)What values and attitudes do you hold regarding this situation? Describe how your personal values and attitudes might affect the way you manage this conflict.
e)What WHS concerns arise from this situation?
f)What could you do to ensure your colleagues and clients at the centre are safe?
Having completed the intake interview and gathered information from Lisa about her and her family’s needs, who would you consult while making a needs assessment?
Lisa tells you she is very concerned about finding work and making ends meet. Research two additional services – one to assist with Lisa’s employment needs, and one to assist with her financial needs.