This unit is one of the Level 3 Diploma in Adult Care Optional Units and has the following learning outcomes and assessment criteria:
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- 1 Understand the legal and local requirements relating to the use of telecommunications when supporting individuals.
- 2 Be able to use telecommunication technology
- 3 Be able to engage with individuals using telecommunications
- 3.1 Engage with the individual without face to face interaction including: 3.1 A providing opportunities to sustain the interaction 3.1 B providing reassurance of continued interest 3.1 C encouraging individuals to share their concerns 3.1 D responding to the individual’s immediate requirements at each stage during the interaction 3.1 E recognising where anonymity may encourage them to respond
- 3.2 Provide information about the service and confirm it’s appropriateness to the individual
- 3.3 Identify the significance of the circumstances the individual is in
- 3.4 Encourage callers to provide additional information about their situation or requirements
- 3.5 Maintain the confidentiality of the individual, self, and colleagues according to the procedures of the service
- 3.6 Comply with legal and organisational requirements and policies relevant to the functions being carried out
- 4 Be able to identify and evaluate any risks or dangers for individuals during the interaction
- 4.1 Identify the types of risks or dangers different individuals might face
- 4.2 Evaluate the implications of any risk or dangers facing an individual, including: 4.2 A the circumstances in which the interaction is being made 4.2 B the types of problems which could occur 4.2 C the significance of any signs of increased stress during interactions 4.2 D whether there are any constraints on individuals 4.2 E the appropriate action to deal with any risks, dangers or problems
- 5 Be able to terminate the interaction
- 5.1 Demonstrate how to end interactions including: 5.1 A identifying when to close the interaction 5.1 B providing clear information to the individual on the reasons for ending the interaction 5.1 C operating to the guidelines and procedures of the organisation 5.1 D explaining what further action may be taken
- 5.2 Identify situations where it would be dangerous or disadvantageous to the interest of the individual to terminate the interaction
- 5.3 Record and check the individual’s demographic details
- 5.4 Identify why recording and checking details might be required before ending/ transferring the call
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