CHCCONS401B: Facilitate changeover

Unit Descriptor: This unit of competency describes the skills and knowledge required for workers to facilitate the safe changeover of children between resident and non resident parents in the context of contact arrangements
Employability Skills: This unit contains Employability Skills
Application: This unit applies to core Children’s Contact Service work
The context of facilitated changeover may be either voluntary (initiated by the family) or involuntary (result of court order)

Element	Performance Criteria
Elements define the essential outcomes of a unit of competency.	The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement.
1. Establish the changeover arrangements	1.1 Establish rapport with children and parents to gain their confidence 1.2 Explain the changeover process to all parties including children, resident and non resident parent 1.3 Approach both parents with neutrality without compromising effective communication and rapport building 1.4 Observe child and parent risk factors and assess for substance use and/or safety concerns 1.5 Create a safe conducive environment in which changeover is to occur 1.6 Listen to and acknowledge parents feelings and concerns about facilitated changeover and contact 1.7 Identify any health issues or significant concerns to be monitored
2. Monitor the changeover process	2.1 Follow organisation policies and procedures to ensure client and worker safety during changeover 2.2 Assist the child/and or young person to move from one parent to another for contact to occur 2.3 Respond appropriately to, and in accordance with organisation policy and procedure to abusive and hostile parents at changeover 2.4 Respond appropriately to, and in accordance with organisation policy and procedures to early and late parents 2.5 Manage conflict to ensure the safety of child/and or young person, parents and colleagues 2.6 Ensure the environment is contextually appropriate, safe, secure and supportive 2.7 Maintain confidentiality of parents as required by the organisations privacy policy 2.8 Model appropriate cooperation and parental behaviour and cultural sensitivity 2.9 Facilitate parent child interaction at changeover 2.10 Relieve the parent of the child at the arranged time 2.11 Manage and respond appropriately to child refusal in accordance with organisations policies and procedures
3. Assess the effectiveness of changeover	3.1 Ensure debriefing is provided to the child and/or young person according to organisation procedures 3.2 Respond to any incidents or concerns as a result of the facilitated changeover according to organisation policy 3.3 Complete documentation requirements according to organisation policy 3.4 Seek supervisor support according to organisation policy 3.5 Inform relevant persons or authorities of any safety concerns 3.6 Refer parents to other support systems when appropriate 3.7 Inform senior staff of concerns about the continued appropriateness of facilitated changeover according to emotional and physical safety of the child

Required Skills And Knowledge

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively perform task skills; task management skills; contingency management skills and job/role environment skills as outlined in elements and performance criteria of this unit
These include knowledge of:

Understanding reactions of children experiencing re victimisation and who are affected by trauma
Awareness and understanding of the implications of confidentiality policy and procedures and necessary limitations of confidentiality in cases of harm or abuse
Awareness of occupational health and safety (OHS) policy and procedures in the context of changeover
Relevant legislation that impacts on the provision of changeover and facilitated contact including, Child Protection Legislation, Family Law Act, Domestic and Family Violence Laws within the jurisdiction of the service provision
Factors affecting family dynamics and particularly children, with incidents or history of high levels of parental conflict, violence, abuse or mental health concerns
Understanding the impact of high conflict in post separation involving children
Emergency response procedures in situations of critical incidents eventuating from a breakdown in the changeover process
Understand child developmental norms at different ages and stages
Recognise how the observer role influences interaction and behaviour of others
Boundary expectations of the worker in the role of facilitating changeover or contact
Awareness of family systems and how this is relevant to the role of contact worker in the changeover and contact process
Working knowledge of separation anxiety and attachment theory, child development, loss and grief issues and family violence and how this is relevant to the role of contact worker in the changeover and contact process, particularly observing child’s emotional reaction and interactions with carers/parents
Awareness of case work practices and how to contribute to these process through documentation and consultation with senior staff or supervisors
Local support services available to clients needing external information, support or interventions

Essential skills:

It is critical that the candidate demonstrate the ability to:

Debrief children and young people after contact
Demonstrate:
- empathy to parents/carers and children
- non-judgement approaches and attitudes towards all clients
- neutrality and impartiality when engaging in practices with both the resident and non resident parent/carer
- age appropriate communication when working with young people and children, people with disabilities, cultural diversity
Record case notes, including recording only relevant information and objective information
Discriminate between what is factual observation and what is personal interpretations and subjective information
Write incident reports where necessary and in accordance with policies of the organisation
Identify and respond to real and/or potential risks associated with changeover processes and high risk client groups including substance use, violence and or mental health concerns

In addition, the candidate must be able to demonstrate relevant task skills; task management skills; contingency management skills and job/role environment skills
These include the ability to:

Communicate effectively with vulnerable or hostile parents and children in crisis using effective interpersonal skills and conflict resolution skills:
- listening and understanding
- speaking clearly and directly
- negotiating responsively
- persuading effectively
- being appropriately assertive
- empathising
Engage involuntary or resistant children and facilitate the process
Comply with codes of conduct of the organisation
Communicate in a cross cultural context with a diverse client group, promote access and equity to service users
Work with interpreters effectively to facilitate the changeover process
Create and maintain a child friendly environment
Apply data entry skills for input of client statistical information
Communicate effectively with children to ensure rapport is established and trust in the process of changeover is achieved and maintained
Use observational skills and interpret this information into objective recordings of client interactions which may inform the preparation of court reports
Model and implement appropriate boundaries for interacting with families
Work in a team environment and contribute as a team member to work practices and processes

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Establish rapport with children and parents may include:	Actively listening to each persons concerns Acknowledging feelings yet remaining impartial Demonstrating empathy Establishing trust with each person Modelling effective communication skills Explaining process and expectations including responsibilities and rights of each person Creating a friendly and welcoming environment
Explain the changeover process may include but is not limited to:	Client rights and responsibilities Expectations on behaviour Limitations of the changeover process Communication strategies related to late arrival, non attendance, review of the process, concerns and complaints Clarification of client’s expectations of the changeover service Provision of written and other forms of information to meet specific communication need of clients
Neutrality and impartiality must involve:	Absence of personal bias and prejudice
Child and parent risk factors may include:	Parents presenting under the influence of substances Parents with unmanaged mental health issues Displays of volatile behaviour Aggressive physical and verbal behaviour Unmanaged physical and mental illness Indicators of violence or family abuse Child protection concerns Social, geographical and emotional isolation of family members Financial difficulty
Safe conducive environment may include:	Ensuring parents do not interact during changeover Monitoring and observing behaviour of all parties at points of handover Ensuring parents are aware of the limitations of the organisation and expected client behaviour Confidently activating incident response when needed Commitment to child safety measures in all aspects of work practices Ensuring the physical environment of the changeover site is free from hazards and potential risk for clients
Organisation policies and procedures may include:	OHS workplace procedures Risk management policy Confidentiality policy Changeover policy and procedures Reporting policy and procedures Account keeping procedures for the collection of fees
Documentation may include:	Observational case notes Records of contact Memos Case notes Child protection notifications Incident reports Receipt for payments
Parental behaviour may include:	Communication with children Seeking clarification on what the child wants to have happen, how they think this might happen, how they feel about the situation, seeking understanding from the child’s perspective about any changes that might assist with contact refusal Encouraging and respecting children’s views and ideas Appropriate management of child behaviour Appropriate content for discussion with children Expressing feelings and emotions
Other support systems for parents and children may include:	Counselling and family support services Dispute resolution services Health and medical services Child support agency Centrelink Drug and alcohol services Domestic violence services Legal Aid Mental health services

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.