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Respond to the presenting concerns, issues, and needs of users of
Iwi/Māori social services
Level
4
Credits
9
Purpose
People credited with this unit standard are able to: establish an environment
for responding to the service user’s presenting concerns, issues, and needs;
assist the service user to identify their presenting concerns, issues, and
needs and develop an action plan; negotiate the provision of services by the
social service worker and service provider; complete service provider intake
procedures; assist the service user to deal with their presenting concerns,
issues, and needs; and effect closure of the provision of services to the
service user.
Subfield
Social Services
Domain
Iwi/Māori Social Services
Status
Registered
Status date
25 February 2008
Date version published
25 February 2008
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
Community Support Services ITO Limited (Careerforce)
Accreditation and Moderation Action Plan (AMAP) reference
0222
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
People awarded credit in this unit standard are able to demonstrate knowledge of Te
Tiriti o Waitangi for social service purposes, and are able to apply this competence to
the context of assessment for this unit standard (for further clarification, please refer
to Unit 7926, Explain Te Tiriti o Waitangi for social service purposes).
 New Zealand Qualifications Authority 2016
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2
Assessment notes:
This unit standard may be assessed on the basis of evidence of demonstrated
performance in the workplace, or through the use of a simulated workplace situation
that closely approximates the performance required in workplace settings.
Workplace settings can include field education placements.
People awarded credit in this unit standard demonstrate competence in working with
service users in an holistic manner according to models of practice within te ao
Māori. Service users are responded to in accordance with tikanga practices of te ao
Māori and within the Iwi/Māori social services environment in which assessment for
this unit standard is taking place.
Definitions of Māori words will be those relevant and in common usage in an
Iwi/Māori social services context.
Local iwi or hapū aims and objectives underpin the national standard basis of this
unit standard. The definitions of Māori words and concepts in the local dialect must
be verified by the local iwi and/or hapū.
Performance of the elements must reflect the roles taken by male and female
workers as applicable.
3
Glossary:
An environment for responding to the service user’s presenting concerns, issues, and
needs is one in which service users are attended to in terms of their physical,
spiritual, and mental characteristics and needs. Characteristics and needs may
include but are not limited to: age and stage of development, coping strategies,
culture, disabilities, experience, knowledge, family or whānau history, gender, health
status, personal history, language, sexual orientation, socio-economic situation; and
needs for physical comfort, safety, and privacy.
The term social service worker is used in this unit standard to refer to the person
seeking credit. Social service workers include but are not limited to: community
workers, counsellors, kaiāwhina, social workers, kaitautoko, youth workers, and
others who deliver social services; whether paid or unpaid.
4
All communications with service users are dealt with according to tikanga practices of
te ao Māori and the standards of the Iwi/Māori social services environment in which
assessment for this unit standard is taking place. Confidentiality issues are defined
through negotiation with service users and their informed consent, and criteria
established by service provider guidelines. Other relevant criteria may include but
are not limited to: Official Information Act 1982, Privacy Act 1993, service provider
codes of conduct, codes of practice issued by the Privacy Commissioner, social
service codes of ethics, and service provider staff manuals, strategic plans, kawa,
and tikanga.
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Elements and performance criteria
Element 1
Establish an environment for responding to the service user’s presenting concerns, issues,
and needs.
Performance criteria
1.1
Māori concepts used to establish the environment are appropriate to the service
user.
Range
Māori concepts – mihi, karakia, manaakitanga, te reo, tikanga,
whanaungatanga.
1.2
The environment attends to the characteristics and needs of the service user.
1.3
Kawa for the relationship is established and sustained with the service user.
1.4
The service user is related to according to their characteristics and needs, and
in accordance with the social service worker's role, function, and any legal
responsibilities.
Element 2
Assist the service user to identify their presenting concerns, issues, and needs and
develop an action plan.
Range
interpersonal skills – attending, listening, following, clarifying, encouraging,
questioning;
assistance – co-creating and exploring alternatives, providing information,
providing services, referral to other services.
Performance criteria
2.1
Assistance is provided using interpersonal skills that respond to verbal and nonverbal communications including body language.
2.2
Assistance enables the service user to identify and describe their presenting
concerns, issues, and needs in relation to te ao Māori and te ao hurihuri.
2.3
Assistance enables the service user to identify ways in which they can deal with
their presenting concerns, issues, and needs.
2.4
Assistance enables the service user to develop an action plan to deal with their
presenting concerns, issues, and needs.
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Element 3
Negotiate the provision of services by the social service worker and service provider.
Performance criteria
3.1
Negotiations achieve agreement on the services to be provided by the social
service worker and Iwi/Māori social service provider in terms of their usefulness
in dealing with the service user’s concerns, issues, and needs.
3.2
Negotiations achieve agreement on the plan for service provision by the social
service worker and Iwi/Māori social service provider.
Range
agreement on the plan for service provision – nature of services to
be provided, time frame, costs.
Element 4
Complete service provider intake procedures.
Performance criteria
4.1
Completion of intake procedures is according to tikanga and the standards of
the Iwi/Māori social service provider.
Element 5
Assist the service user to deal with their presenting concerns, issues, and needs.
Range
interpersonal skills – attending, listening, following, clarifying, encouraging,
questioning;
assistance – co-creating and exploring alternatives, providing information,
providing services, referral to other services, counselling skills.
Performance criteria
5.1
Assistance is provided in accordance with the social service worker's part in the
action plan.
5.2
Assistance is provided using interpersonal skills that respond to verbal and nonverbal communications including body language.
5.3
Assistance is provided in ways that encourage self-determination of the service
user and discourage dependency by them on the social service worker or
Iwi/Māori social service provider.
5.4
Assistance is provided in ways that are consistent with the service user’s
characteristics and needs.
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Element 6
Effect closure of the provision of services to the service user.
Performance criteria
6.1
Closure is effected according to kawa and tikanga, and completion of the social
service worker’s part in the action plan.
6.2
Closure identifies relevant issues for future contact.
Range
factors that may lead to resumption of contact; future roles,
functions, and services available from the social service worker or
Iwi/Māori social service provider; means of re-establishing contact
with the social service worker or Iwi/Māori social service provider;
other sources of referral.
Please note
Providers must be accredited by NZQA, or an inter-institutional body with delegated
authority for quality assurance, before they can report credits from assessment against
unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by NZQA before they can register
credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact Community Support Services ITO Limited (Careerforce)
info@careerforce.org.nz if you wish to suggest changes to the content of this unit
standard.
 New Zealand Qualifications Authority 2016