The role play assessment requires students to demonstrate effective communication, cultural sensitivity, and conflict resolution skills in a community services scenario. In the scenario, Joanna leads a team meeting to discuss an unengaged client, Samir. During the meeting, Maria makes insensitive comments about Ibrahim's prayer breaks and computer usage. Ibrahim is offended and comments on his Muslim faith. Joanna must demonstrate conflict resolution to address Maria and Ibrahim's issues respectfully. She then redirects the team to discuss culturally appropriate ways to support Samir and determine why he is not engaging with employment services.

1. Student Information for Role Play Assessment - units HLTHIR403C & CHCCS411C
Aim: The purpose of this role play is for students to demonstrate the skills required to work effectively in the
community sector, including the ability to work effectively with culturally diverse clients and co-workers.
Requirements:
Time: Prepare and submit a 10-15min recording of the below scenario being acted out; Once you have
completed the role play, you are required to submit a short essay reflection, 1 x 20-30mins
Participants: Each student and two (non-student) volunteers to participate in self-video role play; OR
Participation via Online Classroom in scheduled classes with your Trainer and other students.
Method of Delivery: Video recording via computer, camera or smart phone (role play presentation);
Blackboard (role play reflection)
There are three (3) parts to this assessment:
Part 1 – Was completed in unit HLTHIR403C. (Discussion of scenario)
Part 2 – Students are to create a 10-15min video acting out the below scenario. This can be a video
recording created on the student’s computer, camera or smart phone, or it can be a recorded
session of an Online Classroom scheduled for this purpose.
Part 3 – Complete assessment “Role Play – Reflection” in Blackboard to reflect upon the role play.
In the role play, students must demonstrate the following:
• Culturally-sensitive and respectful work practices in communicating with and responding to clients
and co- workers from diverse cultures, including aspects of:
o Relationship-building, conflict resolution and negotiation
o Addressing and eliminating discrimination and bias
o Cultural respect, safety and sensitivity
• Understanding and application of organization procedures and legal and ethical practice, including;
o Consequences of breaches
o WHS and safety issues
o Ethical issues
o Environmental responsibility and sustainable practice
• Workplace roles and responsibilities, including:
o Decision-making and problem-solving, including seeking clarification
o Communication (written and oral), providing and sharing information, and reporting incidents
o Ongoing professional development
o Working independently and as part of a team
To achieve competency a student must achieve a ‘satisfactory’ grade on ALL of the criteria listed below:
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Competency Requirements S NS
To achieve competency a student is required to:
1. Demonstrate effective communication skills by:
a) Seeking clarification
b) Providing information
c) Working in a non-judgemental manner
d) Showing team work skills
 
2. Use initiative to appropriately respond to challenging situations/individuals  
3. Demonstrate the ability to problem solve  
4. Act professionally in line with a community services work role  
5. Use effective strategies to address and eliminate discrimination and bias in the workplace  
6. Communicate effectively about issues relating to environmental responsibility and
sustainability in the workplace  
7. Complete self-reflection short answers questions  

2. Instructions
Part 1 has been completed in unit HLTHIR403C
Participants provided discussion around the following -
• What theoretical knowledge from the unit is relevant to the role play, and how may this influence the
practice of the characters in the role play?
• What might be some of the relevant cultural considerations in the role play?
• Where might there be ethical challenges around duty of care and confidentiality?
• What might be some of the important skills needed to work through the issues raised in the role play?
Go to Discussion Board under “Role Play – Preparation” to view some of the comments provided.
_______________________________________________________________________________
Part 2 is completed in unit CHCCS411C
The 10-15min role play is to be video-recorded and uploaded for assessment.
In the Scenario Description below, you will play the part of Joanne and enlist the help of two volunteers to play
the other characters. Participants are required to role play/act out (verbal discussion in-character) their
interpretation of the ‘problems’ and ‘solutions’ to the scenario outlined below.
The options are to create this recording on your own device or to join an Online Classroom scheduled for this
purpose. “Online Classroom” is a communications function found in Blackboard. Enter via the link in the left-
hand menu for further details.
Please note this discussion needs to happen in ‘real-time’. We need to see your skills demonstrated in a setting
where you do not know what the participants will say next. This means you will be marked ‘Not Satisfactory’ if
you or your volunteers follow a script.
The Scenario Description gives you a guideline of the characters, their attitude and the general content of the
conversation which is to flow naturally.
Part 3 is completed in unit CHCCS411C
Once you have completed your role play video recording, written reflection of your learning is required.
To complete this go to “Role Play Reflection – Short Response Assessment” under the heading “Role Play” in
the Assessment area of unit CHCCS411C.
You will be asked to provide a short paragraph (approximately 40-50words) answer to each of the questions
listed below, demonstrating self-evaluation and reflection on personal engagement with the activity and any
issues that may have been raised in the assessment process.
1. What are some other possible ways Joanna could approach the conflict resolution between Maria and
Ibrahim?
2. What environmental and sustainable workplace practices were discussed in this scenario?
3. Was Joanna's discussion of her problems with Samir a breach of confidentially? Why/why not?
4. What culturally safe or culturally respectful work practices were apparent in the scenario?
5. Maria's bitterness at work is long-standing and has the potential to cause consistent issues in the
workplace. What techniques can Joanna explore to help resolve this issue?
6. Working within the community services requires workers to be open to new ideas and skill
development. Consider your performance in the assessment role-play. What do you think you did well?
In what areas do you think you could improve?
______________________________________________________________________________
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3. Scenario Description
Setting: Employment Services Division of a Government Organisation
Roles :
- Joanna (Case Coordinator) 55-years-old has been working in
community services for 30 years and has significant industry
experience. She is highly sensitive to cultural differences.
- Ibrahim (Case Worker), 25-years-old is a Lebanese immigrant of Islamic faith. He is enthusiastic and a
hard worker, but he takes his faith seriously and has regular breaks during the day for prayer time.
- Maria (Case Worker) is 34 and of Italian descent. She has been working in the same organisation for 10
years and has lost her passion for her job. She is cynical and often makes insensitive comments.
- Samir (Client looking for employment), 52-years-old is a Sudanese refugee. He has only been in
Australia for three months and is struggling to find his feet. He has a wife and two teenage children to take
care of.
Scenario
Background Information -Joanna had called Samir to discuss job opportunities. Samir was reluctant to talk to
her and failed to appear at the appointment Joanna arranged with him. This is the fourth time he has not
appeared.
Video Recording to begin. Role play the following -
Joanna arranges a team meeting involving Ibrahim and Maria to discuss what to do about Samir.
During the meeting, Maria makes insensitive comments about the team having to waste time in waiting for
Ibrahim to finish his prayer time, and then accuses him of also wasting electricity by leaving his computer on at
his desk at the end of every day. Ibrahim is offended and makes a comment about being proud to be Muslim,
and that it doesn't matter that he leaves his computer on in retort.
Student Note: Role play this interaction within the team focusing firstly on the issues raised by Ibrahim
and Maria. Joanna to demonstrate the use of appropriate conflict resolution techniques.
Questions to consider at this point:
• What are the issues Maria has raised? How valid are they?
• As the team leader, what responsibilities does Joanna have in resolving these issues?
• What communication and conflict resolution skills may be required?
• Is Maria acting appropriately?
• What organisational documents would address the environmental workplace sustainability issues
outlined by Maria?
• How might Ibrahim be addressed and made aware of any relevant environmental and
sustainability issues in regards to leaving his computer on?
• What might be an appropriate way to prevent this situation occurring again?
Finish the meeting with Ibrahim and Maria by re-focusing on the issue with Samir. They are all concerned that
he needs to start earning a living to look after his family but that he won't come in and engage with the service
to start the process.
Student Note: Joanna to address the following in her interactions with the team -
• What cultural considerations might assist in gaining insight into why Samir is not engaging with the
employment service?
• How could the team approach finding out from Samir what his perspective is on the engagement
issues they are facing?
• What could the team suggest as an alternative to supporting Samir?
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Joanna is played by you.
Your volunteers will need to play
the part of Ibrahim and Maria.
Samir does not need to be role-
played.