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Scenario: It’s my Choice! You represent First Access Advocacy services that assist individuals, carers, and families with support to a wide range of community services. Areas include aged care, disability, mental health, youth, drug and alcohol and domestic violence. Alexandra Totta, a 59-year-old mental health care client who receives home and community care services, was advised to contact you to discuss her situation. When she spoke to you on the phone the other day, she sounded troubled, so you have arranged to meet with her at her residence to learn more about the situation and see how you can best help. The conversation you had with Alexandra over the phone was relatively brief. However, from what you managed to gather, she mentioned that she did not want to have ‘the operation’ and that ‘no one would listen’. She also urged you to meet with her son and treating doctor to speak on her behalf. ‘I can’t do it on my own,’ Alexandra said. Please help me before it’s too late. It’s my choice, too!’ Take a moment to review the First Access Policies and Procedures. These documents will help you understand your responsibilities as a client advocate and the tasks and activities involved in this role. For a role-play, you will play Mario Benzi, an Advocacy Support Worker with First Access. You may be partnered with another classmate or your trainer/assessor for this exercise. Bring a notepad and pen to take notes during your discussion with the client. These notes will help you complete Part B of this task. You must prepare a Consent to Collect and Share Information Form during your meeting with the client. The client should complete this form, an integral part of the advocacy process. During the role-play, your assessor will be observing to see if you can effectively perform the following tasks as a client advocate: Explain your role and responsibilities as a client advocate. Identify the client’s needs and concerns. Respond appropriately to the client’s needs and interests. Determine and assess the impacts of decisions with the client. Discuss and explore suitable options with the client. Utilise effective communication by actively listening and questioning. Demonstrate empathy, patience, and understanding. Acknowledge client rights and responsibilities. Document essential details and key points discussed during the conversation. Maintain an objective and non-judgmental response and approach.
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