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Individual support certificate 3 Role Play


This role play is a continuation of Case Study 5 from Assessment Task 2.

In this role play your assessor will play the role of Herriot.

Herriot is going to tell you some things.

You will need to take notes about what Herriot says to you, as you will need to discuss her situation with your supervisor in Role Play 2.

As part of this role play you should:

  • Listen to what Herriot has to say. Use verbal and non-verbal communication techniques to show Herriot your concern, show respect, and to make sure you have understood her correctly
  • Respond appropriately to what Herriot tells you
  • Ask for permission to take notes
  • Explain what you will do with the information that Herriot has given you.

Your assessor will refer to the following checklist when observing your performance:

  • Demonstrate effective communication skills
  • Check understanding and demonstrate empathy and respect
  • Respond appropriately
  • Respect the confidentiality of the disclosure
  • Explain duty of care to client and mandatory reporting requirements


This role play is a continuation of Role Play 1 above.

In this role play your assessor will play the role of your supervisor, Ian.

You need to give Ian a verbal report of what Herriot told you. You can refer to your notes during this discussion. You will need to talk about what further action should be taken.

Ian will ask you questions.

As part of this role play you should:

  • Provide a full, accurate and non-judgmental verbal report of what Herriot has disclosed
  • Detail your own responsibilities in this situation
  • Describe what actions should be taken next by your organisation, including timeframes
  • Listen to your supervisor’s instructions and confirm that you have understood what you need to do and what timeframes you have to do it in.

Your assessor will refer to the following checklist when observing your performance:

Comply with legal and ethical responsibilities to report suspected child abuse

Correctly identify breaches of legislation that have occurred to Herriot

Communicate effectively using verbal and non-verbal techniques to provide clear, accurate and easily understood advice of what has occurred

Demonstrate a non-judgmental approach

You are to role play a telephone conversation with Jenienne. She is the daughter of a potential client of your residential aged care facility.

Jenienne is concerned about her father’s rights within the home and the type of care that they will receive. She is also concerned about how information is kept (both electronically and in hard copy) and who will have access to her father’s information.

Your assessor will play the role of Jenienne.

Your assessor will refer to the following checklist when observing your performance:

Demonstrate knowledge of legal and ethical obligations relating to confidentiality?

Demonstrate knowledge of how information is securely maintained?

Demonstrate knowledge of who can access client information?

Demonstrate knowledge of how electronic and hard copy records are maintained securely?

Use effective telephone techniques?

Use effective communication skills – both verbal and non-verbal?

Explain information clearly and confirm understanding?

Listen to requests, clarify meaning and respond appropriately?

Agree on any follow-up actions?


There are two parts to this task:

  1. Role playing a discussion with Elana about the storeroom.
  2. Answering a set of verbal questions related to this scenario.

You have been asked by your supervisor to clean out the storeroom – it has become a workplace hazard. Nothing has been sorted and there is stuff all over the floor.

You are a little concerned because your supervisor has told you to ask Elana to assist you. You know Elana hates doing jobs like this – and the last time you worked with her, she basically told you to get lost!

Your assessor will play the part of Elana. You must ask her to assist you with the storeroom, and try to avoid a conflict. Ian, your supervisor, has asked you to get this done immediately because it is a health and safety hazard.

Following the role play, you will need to answer a set of verbal questions.

Your assessor will refer to the following checklist when observing your performance:

Use effective communication to avoid and resolve a potential conflict situation?

Explain workplace instructions to a colleague?

Negotiate timeframes with a colleague?

Demonstrate a collaborative and motivational approach?

Use appropriate, non-confrontational, body language?

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