Human Services ARC (Assessment Rubric for Critical Thinking) Scenario
Pam works as a behavioral health technician at a local dual diagnosis treatment
center. She recently worked a double shift because one of her co-workers called off
sick. She believed that the co-worker was not ill as she heard a conversation earlier in
the week where this co-worker and another were discussing that they were going to
take the day off to go to a local function. Pam was frustrated because this co-worker
had less seniority and was still in his probationary period. She feels like the supervisor
favors her male co-worker over her as they are both males and have several interests in
common. Pam feels like she is being taken advantage of because she “always says yes”
to her supervisor and tries to help out when needed. She does not like confrontation
and never speaks up or voices her opinion. She likes to please people and wants to be
liked by everyone. Pam would rather listen to others than talk herself. That is why she
likes working in the human services field because she can listen to the clients and they
have someone to talk to.
Pam has been trying to build relationships with her co-workers but this has been
difficult for her. She is introverted and quiet. She has been perceived by her more
outgoing co-workers as snobby or unsocial. Pam does not like being perceived this way
as she does not perceive herself in this manner. She currently lacks the ability to state
to others how she perceives herself (self-disclosure). Pam takes pride in her work and
being conscientious and thorough. This day, she left the center and forgot to write case
notes on an incident that occurred during her second shift. She called her supervisor to
report the incident between two clients and how she intervened. Pam knew she needed
to also document the incident and the outcome in the computer, however, due to being
tired and overworked, Pam forgot to complete this documentation before going home.
As she is driving home, she gets a call from her supervisor who is requesting the
incident report. The supervisor has spoken to the clients and their story is very different
than what Pam verbally reported to him over the phone. The clients made comments
that Pam is incompetent and does not follow the rules of the treatment center like other
staff. The supervisor also confronts Pam regarding her behavior of leaving work without
documenting the incident. Pam immediately feels frustrated, worried, and is questioning
her judgment and abilities. She feels insecure and angry at the same time. She is
worried her supervisor will be angry with her while she is frustrated and angry over
having to be put in the situation of working two shifts in a row and having to deal with
the incident between the two clients. She generalizes that if her other co-workers
were there that they probably would have handled it differently and there would have
been a much better outcome. She is also upset with the clients for “twisting the truth”
and trying to get her in trouble. She calls her husband on her cell phone while
driving. She vents to him her thoughts and feelings. He suggests she go back and deal
with this because he is tired of her coming home and venting to him that she is treated
like a doormat and gets “walked all over” at work. Pam does not want to argue with her
husband as she dislikes confrontation of any kind. As she drives back to the center to
complete her incident report, Pam is wondering if she is a good fit for this job and even
this field. She wonders if she should finally open up and speak her mind. She really
enjoys the work and the human services field, however, the pent up frustration is
causing her a lot of stress.
Assignment Profile for ARC
Page 1 of 4
Pam spoke to a co-worker who advised her to be more assertive and immediately
confront her supervisor about unfairly being “forced” to work a double shift, thus
resulting in her being tired and fatigued and possibly not handling the situation with the
clients as well as she should have. She and her co-worker also discussed informing the
supervisor that her other co-worker really was not sick and his dishonesty and
irresponsibility led to the shifts being understaffed. He might listen to her and change
the way he favors her male co-worker and also show her more respect. The supervisor
should be aware of any dishonesty or unethical practices of the staff.
Pam has a friend who works at a local advertising agency and has asked Pam for
months to come work with them as they have a front desk position open. As she is
driving, Pam is thinking of putting in her two week’s notice from the treatment center
and going to work for the advertising agency. She would still be working with people
and be able to talk to and listen to them, but would not have to deal with all of the
issues she has at the treatment center.
Pam then thought of returning to the center to complete her critical incident report
documentation. She could speak to her supervisor about the incident, take
responsibility for her actions and ask her supervisor for feedback regarding the incident,
her decisions, and how she might have done things differently. She could make an
appointment with him for individual supervision time when she can express her
thoughts and feelings about her job, co-workers, etc. when she is not emotionally
reacting to the situation.
Pam remembered what one of the staff did following a similar situation. The staff
member avoided her supervisor until the next staff meeting to avoid any negative
confrontation. During the staff meeting, the staff member expressed to the team how
unfairly she felt she was treated and how they take advantage of her. She also let them
know that she was tired of everyone believing the clients over her. She believed that
“confronting” them in this manner and expressing her frustration and anger would
finally let her supervisor and co-workers know how she had been feeling and that some
positive change would occur.
Please address the following questions regarding this scenario:
1. Define this problem in your own words. (communication)
2. Compare and contrast the available solutions within the scenario. (analysis)
3. Select one of the available solutions and defend it as your final solution. (problem-
solving)
4. Identify and describe any weaknesses in your selected solution. (evaluation)
5. Make suggestions on ways to improve/strengthen your solution. You may include
information not described in the scenario (e.g., resources you’ve read outside of
class). (synthesis)
6. Reflect on your own thought process after completing the assignment. (reflection)
a) “What did you learn from this process?”
b) “What would you do differently next time to improve?”
Assignment Profile for ARC
Page 2 of 4
SPC’s Assessment of Critical Thinking (ARC) Scoring Template
Rater (scorer) name: _____________________________Paper ID: _____________________Date: ____________________
Performance
Element
I. Communication
Define problem in
your own words.
II. Analysis
Compare & contrast
the available
solutions.
III. Problem Solving
Select & defend your
final solution.
Exemplary
(4)
Identifies the main idea
or problem with
numerous supporting
details and examples
which are organized
logically and
coherently.
Proficient
(3)
Identifies the main idea
or problem with some
supporting details and
examples in an organized
manner.
Uses specific inductive
or deductive reasoning
to make inferences
regarding premises;
addresses implications
and consequences;
identifies facts and
relevant information
correctly.
Thoroughly identifies
and addresses key
aspects of the problem
and insightfully uses
facts and relevant
evidence from analysis
to support and defend
potentially valid
solutions.
Uses logical reasoning to
make inferences
regarding solutions;
addresses implications
and consequences;
Identifies facts and
relevant information
correctly.
Assignment Profile for ARC
Identifies and addresses
key aspects of the
problem and uses facts
and relevant evidence
from analysis to develop
potentially valid
conclusions or solutions.
Developing
(2)
Identifies the main
idea or problem with
few details or
examples in a
somewhat organized
manner.
Emerging
Not Present
(1)
(0)
Identifies the main idea Does not identify the
or problem poorly with main idea or problem.
few or no details or
states the main idea or
problem verbatim from
the text.
Uses superficial
reasoning to make
inferences regarding
solutions; Shows
some confusion
regarding facts,
opinions, and relevant,
evidence, data, or
information.
Identifies and
addresses some
aspects of the
problem; develops
possible conclusions
or solutions using
some inappropriate
opinions and
irrelevant information
from analysis.
Makes unexplained,
unsupported, or
unreasonable inferences
regarding solutions;
makes multiple errors
in distinguishing fact
from fiction or in
selecting relevant
evidence.
Identifies and addresses
only one aspect of the
problem but develops
untestable hypothesis;
or develops invalid
conclusions or
solutions based on
opinion or irrelevant
information.
Page 3 of 4
Does not analyze
multiple solutions.
Score
4 3 2 1 0
    
N/A 
Comments:
4 3 2 1 0
    
N/A 
Comments:
Does not select and
defend a solution.
4 3 2 1 0
    
N/A 
Comments:
Last Revised: 4/27/2009
Rater (scorer) name: _____________________________Paper ID: _____________________Date: ____________________
Performance
Element
IV. Evaluation
Identify weaknesses in
your final solution.
V. Synthesis
Suggest ways to
improve/strengthen
your final solution.
VI. Reflection
Reflect on your own
thought process.
“What did you learn
from this process?”
“What would you do
differently next time to
improve?”
Exemplary
(4)
Insightfully interprets
data or information;
identifies obvious as well
as hidden assumptions,
establishes credibility of
sources on points other
than authority alone,
avoids fallacies in
reasoning; distinguishes
appropriate arguments
from extraneous
elements; provides
sufficient logical support.
Insightfully relates
concepts and ideas from
multiple sources; uses
new information to
enhance final solution;
recognizes missing
information; correctly
identifies potential effects
of new information.
Identifies strengths and
weaknesses in own
thinking: recognizes
personal assumptions,
values and perspectives,
compares to others’, and
evaluates them in the
context of alternate points
of view.
Assignment Profile for ARC
Proficient
(3)
Accurately interprets
data or information;
identifies obvious
assumptions, establishes
credibility of sources on
points other than
authority alone, avoids
fallacies in reasoning;
distinguishes
appropriate arguments
from extraneous
elements; provides
sufficient logical
support.
Accurately relates
concepts and ideas from
multiple sources; uses
new information to
enhance final solution;
correctly identifies
potential effects of new
information.
Developing
(2)
Makes some errors in
data or information
interpretation; makes
arguments using weak
evidence; provides
superficial support for
conclusions or
solutions.
Emerging
(1)
Interprets data or
information
incorrectly;
Supports conclusions
or solutions without
evidence or logic;
uses data,
information, or
evidence skewed by
invalid assumptions;
uses poor sources of
information; uses
fallacious arguments.
Not Present
(0)
Does not evaluate
data, information, or
evidence related to
final solution.
Inaccurately or
incompletely relates
concepts and ideas
from multiple sources;
shallow determination
of effect of new
information on final
solution.
Poorly integrates
information from
more than one source
to support final
solution; Incorrectly
predicts the effect of
new information on
final solution.
Does not identify
new information for
final solution.
Identifies strengths and
weaknesses in own
thinking: recognizes
personal assumptions,
values and perspectives,
compares to others’,
with some comparisons
of alternate points of
view.
Identifies some
personal assumptions,
values, and
perspectives;
recognizes some
assumptions, values
and perspectives of
others; shallow
comparisons of
alternate points of
view.
Identifies some
personal
assumptions, values,
and perspectives;
does not consider
alternate points of
view.
Does not reflect on
own thinking
Page 4 of 4
Score
4 3 2 1 0
    
N/A 
Comments:
4 3 2 1 0
    
N/A 
Comments:
4 3 2 1 0
    
N/A 
Comments:
Last Revised: 4/27/2009