13094 version 3
28-Jun-16
1 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
level:
6
credit:
6
planned review date:
June 2006
sub-field:
Social Services
purpose:
People credited with this unit standard are able to: gather
and assess information on the challenging behaviour; plan
strategies to work towards resolution of the challenging
behaviour; implement strategies to work towards resolution
of the challenging behaviour; and effect closure of the plan to
work towards resolution of the challenging behaviour.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA, industry and
teaching professional in the same field from another
provider.
moderation option:
A centrally established and directed national moderation
system has been set up by Community Support Services ITO
Limited (Careerforce).
special notes:
1
People awarded credit in this unit standard are able to
implement Te Tiriti o Waitangi in the social services
according to the authority and resources available to
them, and are able to demonstrate application of this
competence to the context of assessment for this unit
standard (for further clarification, please refer to Unit
7928, Implement Te Tiriti o Waitangi in the social
services).
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
2 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
2
This unit standard may be assessed on the basis of
evidence of demonstrated performance in the work
place, or through the use of simulated work place
situations that closely approximate the performance
required in workplace settings. Evidence is required in
one actual workplace or in one simulated workplace
situation with one participant exhibiting challenging
behaviour. Work place settings can include field
education placements.
It is recommended that
assessment for this unit standard occur alongside
assessment for Unit 13093, Manage responses to
challenging behaviour in a social service setting.
3
People awarded credit in this unit standard demonstrate
the ability to respond to challenging behaviour with
empathy and without losing their own perception of
reality. The word respond is used to refer to considered
or planned professional actions, as opposed to
behaviour which is instinctual and non-considered.
Professional responses connote recognition of the
worker's own reactions, which take into account the
nature of the interaction and the philosophy and values
of the social service provider, either consciously or as a
result of action and reflection.
4
Glossary
Agreement with the participant, or other significant
people reflects the desirability of the social service
worker first attempting to achieve agreement with the
participant on accuracy of information and any
processes to be undertaken. In some instances this
may not be possible. In those situations, agreement is
judged in terms of information and opinions held by
other people of significance, who first include members
of the participant's family or whānau; and secondly,
health and social service workers, ministers of religion,
police officers, solicitors, and others who have current
knowledge about the participants and their situation.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
3 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
Challenging behaviour is behaviour that is inappropriate
in the participant's situation; inappropriate within the
values and context of the social service provider; and
inappropriate in the context of the professional
relationship, where it may be necessary for the social
service worker to challenge or confront the participant
or take some form of social service action in the
interests of the safety of the participant or others.
Examples of challenging behaviour include behaviour
that is: anti authority; criminal; behaviour resulting from
physical and mental conditions; cultural, gender, or
political challenge; defensiveness; self endangerment;
racial and sexual harassment; violence.
Characteristics and needs of a participant may be
physical, spiritual, or mental. Characteristics and needs
include her/his age and stage of development, beliefs,
culture, disability, gender, health status, language,
sexual orientation, values, and needs for physical
comfort, safety, and privacy.
Classifications of disorder, or legislation may include
but are not limited to - DSM IV, Alcoholism and Drug
Addiction Act 1966, Mental Health (Compulsory
Assessment and Treatment) Act 1992, Domestic
Violence Act 1995.
Participant is used as a generic term to denote the
person who is demonstrating challenging behaviour.
He/she may be referred to by various descriptive terms
in the range of social service settings. He/she may be
an employer, manager, supervisor, co-worker, service
user, student, or a contact outside of the work place.
The person seeking credit in this unit standard is
referred to as a social worker. 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.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
4 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
5
All communications are treated confidentially. The
scope and limits of confidentiality are defined through
negotiation and informed consent, and criteria
established by legislation, ethical practice, and service
provider guidelines. In the context of this unit standard,
sources of criteria established by legislation, ethical
practice, and service provider guidelines 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 guidelines,
protocols, staff manuals, strategic plans, kawa, or
tikanga.
6
Resources may include but are not limited to:
a
American Psychiatric Association Task Force on
DSM-IV.
(current edition).
Diagnostic and
statistical manual of mental disorders - DSM-IV.
Washington,
DC:
American
Psychiatric
Association.
b
World Health Organisation. (current edition). The
ICD-10 classification of mental and behavioural
disorders: clinical descriptions and diagnostic
guidelines. Geneva: World Health Organisation.
7
People awarded credit in this unit standard show that
their actions are guided and supported by valid theory
for social service practice. Evidence is required of
social service theory that is derived from authoritative
sources, which may include but are not limited to: body
of knowledge related to social service work; cultural
theory; practice research.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
5 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
Elements and Performance Criteria
element 1
Gather and assess information on the challenging behaviour.
performance criteria
1.1
Information is gathered on the challenging behaviour according to the context of
the participant's personal and social situation and a variety of sources.
Range:
variety of sources includes but is not limited to the participant and
at least one from each of - family or whānau, agency records.
1.2
Information gathered is accurate according to agreement with the participant or
other significant people.
1.3
Information gathering is according to cultural protocols and criteria established
by legislation, ethical practice, and service provider guidelines.
1.4
Assessment of the information focuses on analysis of relevant aspects of the
challenging behaviour.
Range:
1.5
relevant aspects - nature of the challenging behaviour; who is
challenged by the behaviour; actual or potential risk of the
challenging behaviour to the participant; actual or potential risk of
the challenging behaviour to others; immediate safety issues;
aspects of the participant's personal and social situation where
change could take place; motivation of the participant to change;
resources necessary for change.
The assessment is accurate according to agreement with the participant or
other significant people.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
6 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
element 2
Plan strategies to work towards resolution of the challenging behaviour.
performance criteria
2.1
The planning process identifies change strategies to be implemented in terms of
the outcome of the assessment.
2.2
Issues to be addressed in the plan are identified according to the outcomes of
the assessment and service provider guidelines.
2.3
Planning defines risk management strategies according to identified risks of the
challenging behaviour to the participant or others.
2.4
The plan identifies resources that are available to action the strategies, a time
frame that is consistent with the use of available resources, the social service
worker's role in the plan (if any), methods of evaluating progress.
element 3
Implement strategies to work towards resolution of the challenging behaviour.
performance criteria
3.1
Implementation is carried out in accordance with the social service worker's role
in the plan.
3.2
Implementation is carried out in terms that encourage self determination of the
participant and discourage dependency by her/him on the social service worker
or service provider.
3.3
Implementation is carried out in terms that are consistent with the participant's
characteristics and needs and the safety of the participant and others.
3.4
The participant is assisted to evaluate implementation of the plan in terms that
focus on identifying progress in achieving change to the challenging behaviour.
3.5
Where necessary, the plan is amended in terms of the evaluation of progress.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
7 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
element 4
Effect closure of the plan to work towards resolution of the challenging behaviour.
performance criteria
4.1
Closure is effected using skills that match the characteristics and needs of the
participant.
Range:
skills may include but are not limited to - active listening, affirming,
checking, encouraging.
4.2
Completion of involvement of the social service worker and service provider is
established according to the plan.
4.3
The closure process identifies issues for the participant in terms of the outcome
of the intervention.
Range:
4.4
issues for the participant - behaviour change, identification of
achievements and new learning, ongoing self management plans,
planning for future safety of participant and others.
The closure process identifies any relevant issues for future involvement with
the social service worker or service provider.
Range:
relevant issues for future involvement - factors that may lead to
resumption of contact; future roles, functions, and services
available from the social service worker or service provider;
means of re-establishing contact with the social service worker or
service provider; other sources of referral.
4.5
Closure is effected according to any established kawa or protocol for the
intervention.
4.6
Reflection on the intervention by the social service worker identifies the
outcomes of the intervention and new learning for the social service worker.
 New Zealand Qualifications Authority 2016
13094 version 3
28-Jun-16
8 of 8
PROVIDE SOCIAL SERVICES
Work towards resolution of challenging
behaviour in a social service setting
Comments to:
Careerforce
PO Box 2637
Wellington 6140
Please Note:
Providers must be accredited by the Qualifications Authority
before they can offer programmes of education and training
assessed against unit standards.
Accredited providers assessing against unit standards must
engage with the moderation system that applies to those unit
standards. [Please refer to relevant Plan ref: 0222]
 New Zealand Qualifications Authority 2016