Welcome to this topic where we take a closer look at the support worker's role. We’ve covered the basics before, but now we’ll take a closer look at the industry requirements and expectations of your role as well as the boundaries of your practice.
Hoake tātou-let’s go!
Requirements and Expectations
As a support worker, you play a crucial role in the health and wellbeing sector. Your work involves providing care and support to individuals who may be vulnerable, have health issues, or need assistance in their daily lives. Understanding the industry requirements and expectations is key to performing your role effectively and safely.
General Requirements and Expectations
In this next activity you will explore what you already know about the requirements and expectations of a support worker.
H5P here
Hopefully you were able to help Sal. Take a look at a model answer for further insights into general industry requirements and expectations of a support worker.
Client-Centered Care
Prioritise the needs and preferences of tāngata whaiora, ensuring that care is tailored to their individual circumstances. This client-centered approach enhances the quality of care and supports client satisfaction.
Cultural Competence
Respect and support the cultural, religious, and personal beliefs of clients. Ensure that all interactions and care practices are culturally sensitive and contribute to an inclusive environment.
Effective Communication
Communicate respectfully with tāngata whaiora and their whānau, and other healthcare professionals. This helps to ensure that everyone involved in providing care is informed and aligned, contributing to the overall quality of service delivery.
Collaboration
Work collaboratively with a multidisciplinary team to provide coordinated and comprehensive care. This includes participating in team meetings, sharing relevant information, and supporting colleagues to enhance service quality.
Professionalism
Uphold ethical standards and the organisation's code of conduct in all interactions with tāngata whaiora and their whānau. This also includes dressing appropriately, maintaining professional boundaries, and acting with integrity.
Safe Practices
Contribute to creating a safe environment for all by following all health and safety protocols. This includes reporting potential hazards, adhering to infection control measures, and ensuring that equipment and facilities are used safely.
Quality Care
Provide the highest quality of care by adhering to best practices and organisational guidelines. This includes maintaining accurate records, ensuring timely documentation, and delivering care that meets the individual needs of tāngata whaiora. It also involves identifying areas for improvement, raising concerns appropriately, and actively participating in quality improvement initiatives.
Reliability and Accountability
Demonstrate reliability by consistently meeting responsibilities, such as attending shifts on time and completing assigned tasks. Take accountability for actions and decisions, and contribute to a culture of trust and dependability.
Continuous Improvement
Engage in regular reflection and professional development to continuously improve skills and knowledge. Actively seek feedback and incorporate it into practice to contribute to the organisation's culture of continuous improvement.
Specific Requirements and Expectations
The specific requirements, expectations, and duties for your role as a support worker will be detailed in the job description provided by your employer. These will be tailored to the particular area of support you are working in and aligned with the specific goals, values, and aims of the organisation.
For instance, while maintaining client confidentiality is a universal expectation for all support workers, those in mental health settings may have additional responsibilities related to managing sensitive information about mental health conditions. In contrast, a support worker in an aged care setting might be expected to focus on mobility assistance and end-of-life care, reflecting the organisation’s commitment to dignity and respect for elderly clients.
If you’re working for an organisation that prioritises promoting client independence, you might be expected to implement strategies that encourage clients to actively participate in their own care. This could involve helping clients achieve personal goals, providing them with necessary information and resources, and creating an environment that empowers them to make informed decisions about their health and wellbeing.
Exploring Job Descriptions
In this activity, you’ll examine a support worker job description to deepen your understanding of the role. This will help broaden your insight into the various requirements and expectations associated with being a support worker.
Choose ONE of the job descriptions provided below and answer the related questions. Be sure to record your answers in your notes for future reference.
Job Description 1: Community Health Support
Questions:
- For this position, what are the key ways a support worker is expected to carry out the duties delegated to them? (see part B)
- How is the support worker expected to assist other staff in maintaining oversight of the needs of individuals receiving support? (see part C)
- What policies and procedures is the support worker required to comply with?
- What are the 5 accountabilities listed for this role, excluding ‘other responsibilities’. (see part D)
- What are the requirements and expectations for this role in regard to key accountabilities of professional development?
- What are the qualifications, certificates, experience or licences required for this role?
Job Description 2: Mental Health and Addictions Support
Questions:
- What are the 9 expected capabilities of this role?
- In regard to cultural safety, what Māori concepts is the support worker expected to understand
- What policies and procedures is the support worker required to comply with? (see section 5-Expected Outcomes for all Employees)
- What are the requirements and expectations for this role in regard to key accountabilities of professional/personal development?
- What are the 5 accountabilities listed for this role, excluding ‘personal development’
- What are the qualifications, certificates, experience or licences required for this role?
Job Description 3: Disability Support
Questions:
- How is the support worker expected to provide services to people with a disability (see first page)
- What service delivery models is the support worker expected to understand and embed into their practices? (see second page)
- In regard to cultural safety, what principles is the support worker expected to embed in all aspects of their work?
- What are the requirements and expectations of the support worker in regard to quality improvement?
- What policies and procedures is the support worker required to comply with?
- What are the qualifications, certificates, experience or licences required for this role?
After completing this activity, you might want to explore the other job descriptions to broaden your understanding of the various types of support worker roles and their specific requirements and expectations. Coming up we look at the boundaries of the support worker role.
Understanding and respecting role boundaries are essential expectations and requirements for a support worker. By staying within your scope of practice, working effectively under supervision and direction, and maintaining professional boundaries, you contribute to a culture of safety, quality, and professionalism within your organisation. These practices not only protect you and the people you support but also ensure that the care provided meets the highest standards, reflecting the values and goals of the health and wellbeing sector.
What is Scope of Practice?
Your scope of practice outlines the tasks and responsibilities that you are trained and qualified to perform. It describes the boundaries of your role. As a support worker, your scope of practice will vary depending on the specific area of health and wellbeing you work in, such as aged care, mental health, or community health. The scope of practice is determined by your qualifications, the policies of the organisation you work for.
Providing care outside of your scope of practice is not only against organisational policies but can also put tāngata at risk and expose you to legal consequences. Staying within your scope of practice ensures that the care you provide is safe, appropriate, and aligns with the standards and expectations of your role. Always seek guidance and clarification from your supervisor if you are unsure about whether a task is within your scope of practice.
Working Under Supervision and Direction
As a support worker, you operate under the guidance of a registered nurse, health professional, or team leader. Supervision involves oversight from a more experienced professional who ensures tasks are completed to the required standard, such as supporting clients with complex needs or using specific equipment.
Following supervision and direction enhances your ability to provide high-quality care by ensuring you have the necessary support. However, failing to follow directions can lead to mistakes, putting clients at risk and potentially causing harm. It may also result in disciplinary action, damage to your professional reputation, and legal consequences. Adhering to your supervisor's directions is essential for maintaining client safety, trust, upholding standards and working within the boundaries of your role.
Maintaining Professional Boundaries
Professional boundaries help define the limits of your relationships with clients. Maintaining these boundaries ensures that your interactions remain professional and focused on the person’s wellbeing. Crossing these boundaries can lead to ethical dilemmas and can compromise the care you provide.
- Emotional Boundaries: It's important to be empathetic and caring without becoming personally involved in a client’s emotional life. This helps maintain a professional relationship that is focused on the client's needs.
- Physical Boundaries: You should only provide physical assistance that is necessary for the client’s care and within your scope of practice. Any physical contact should be appropriate, respectful, and consented to by the client.
- Information Boundaries: Respecting confidentiality and only sharing client information with authorised individuals or as required by law is crucial. This ensures that the client’s privacy is maintained and that information is used appropriately.
Maintaining professional boundaries is especially critical when working with vulnerable individuals. As a support worker, it’s your responsibility to ensure that your interactions remain professional, compassionate, and respectful, without crossing into personal involvement. This protects both you and the person, fostering a relationship built on trust and integrity.
Reading
Let’s read the interactive document from the New Zealand Nursing Council on professional boundaries. Although these guidelines are designed for registered nurses, the same principles apply to the support worker role. Focus on the 'Zone of Helpfulness' discussed on pages 5-8. After reading, answer the questions below in the documentation tool.
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By now you will have a solid understanding of the support worker role-it’s requirements, expectations and boundaries. In the next section we examine the legislation and standards that guide how support workers deliver safe and effective care.
In the health and wellbeing sector, legislation refers to the laws and regulations created by the government that guide how services should be provided. For you as a support worker, it’s important to understand and follow these laws for several reasons:
- Ensuring Compliance: By following the laws related to privacy, safety, and professional conduct, you make sure that your work meets legal requirements. This helps protect both you and your clients.
- Protecting Clients: Many laws are designed to safeguard the rights and wellbeing of your clients. By adhering to these laws, you help ensure they receive safe and appropriate care.
- Maintaining Professional Standards: Legislation helps set high standards for care and professionalism in the sector. It guides you in delivering quality support services effectively.
Understanding these laws isn’t just about following rules; it’s about creating a safe and respectful environment for everyone involved. We have previously mentioned some of the legislation support workers are expected to follow. Let’s now look at an expanded list:
- Health and Disability Commissioner (Code of Health and Disability Services Consumers’ Rights) Regulations 1996
- Health and Disability Services (Safety) Act 2001
- Health and Safety at Work Act 2015
- Human Rights Act 1993
- New Zealand Bill of Rights Act 1990
- Official Information Act 1982
- Privacy Act 2020
- Health Information Privacy Code 1994
- Misuse of Drugs Act 1975
- Gambling Act 2023
- Children’s Act 2014
- Te Tiriti o Waitangi - although it’s not a law in the usual sense, Te Tiriti has legal significance and serves as a founding document. Understanding its principles is essential for anyone working in the health and wellbeing sector.
To learn about the purpose of each piece of legislation, have a go at matching the purpose to the legislation by dragging the name of the act into the box next to the description that you think best matches its purpose. You might not know the answers right away, and that's perfectly okay! By participating in this activity you will discover the answers.
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Key legislation
Let's explore some key legislation that support workers must understand and apply in their daily work. Click the expand button to read summaries of each piece of legislation and learn how they guide your role as a support worker.
- This acts protects human rights with a focus on protecting individuals from discrimination in various areas of public life, including employment, education, and the provision of goods and services. The Act ensures that everyone in New Zealand has equal opportunities and is treated fairly, regardless of factors like race, gender, age, disability, or religion. People who think they have been discriminated against can complain to the Human Rights Commission.
- For support workers, the act guides professional practices to ensure that all tāngata whaiora are treated with respect and without discrimination. By adhering to the act, support workers uphold the dignity and rights of those they support, ensuring equitable access to care and services.
- You can read more about this act HERE and HERE
- This act also protects human rights with a focus on civil and political rights, such as the rights to freedom of speech, freedom of movement, and protection from unreasonable search and seizure. The act applies specifically to government actions and legislation, ensuring that laws and government decisions do not infringe on the rights it protects. People who think there rights have been breached can take a claim to the High Court in order to seek a remedy.
- For support workers this means that their actions and decisions must respect the fundamental rights and freedoms of those they support. This includes respecting clients’ rights to privacy, freedom of choice, and autonomy. Upholding these rights is a key aspect of delivering ethical and person-centred care, ensuring that clients' freedoms are respected while they receive support.
- You can read more about this act HERE and HERE
- This act protects the rights of people receiving health and disability services, ensuring they are treated with respect and dignity, receive quality care, and have their needs met. The Code of Rights outlines ten specific rights, including the right to be fully informed, the right to complain, and the right to effective communication. If people believe their rights under the Code have been breached, they can make a complaint to the Health and Disability Commissioner.
- For support workers, the act guides professional practices by ensuring that all tāngata whaiora are aware of their rights and are supported in exercising them. By adhering to the Code of Rights, support workers help maintain high standards of care, protect clients’ autonomy, and ensure that their rights are respected and upheld throughout their care.
- You can read more about this act HERE and HERE. Click HERE to view a poster that names the 10 Rights in English, Te reo and NZ Sign Language.
- This act protects personal information, ensuring that it is collected, used, and disclosed in a way that respects individuals' privacy. The act sets out privacy principles that organisations must follow, including rules about the collection, storage, and sharing of personal information. People have the right to access their personal information and to request corrections if needed. If people believe their privacy rights have been breached, they can complain to the Privacy Commissioner.
- For support workers, the act ensures that they handle all personal and sensitive information about tāngata whaiora with care and confidentiality. Adhering to the act is essential for maintaining trust, protecting the dignity of those receiving support.
- You can read more about this act HERE and HERE
- This is a set of rules issued under the Privacy Act 2020 that specifically governs how health information is managed. The Code provides extra protections beyond the Privacy Act, focusing on the handling of health information within the health sector. This includes rules on the collection, storage, use, and sharing of health information. If people feel their health information has been mishandled, they can make a complaint to the Privacy Commissioner.
- For support workers, the act means that they must be especially careful with the health information of tāngata whaiora, ensuring that it is used appropriately and only shared with those who need it for the person’s care. Adhering to the Health Information Privacy Code is crucial for protecting the privacy and rights of clients, and for maintaining ethical standards in health and disability services.
- You can read more about this code HERE
- This act protects the safety and wellbeing of all people at work by placing duties on employers, workers, and others to ensure a safe working environment. The act requires risks to health and safety to be identified and managed, and for workers to be involved in health and safety matters. If people believe their workplace is unsafe, they can raise concerns with their employer or WorkSafe New Zealand.
- For support workers, the act requires them to follow safe work practices and be actively involved in identifying and reducing risks to ensure the safety of themselves and those they support. This includes adhering to health and safety protocols, reporting hazards, and taking steps to protect tāngata whaiora from harm while providing care. Following the Health and Safety at Work Act is key to ensuring that both workers and clients are safe in their environments.
- You can read more about this act HERE and HERE
How did you find that reading activity? There was quite a bit of information to absorb! Remember, you can always come back here to review and strengthen your understanding whenever you need to.
Legislation Activity
Ready for a challenge? Dive into this scenario to test your skills on handling confidential information. Make the right choices and see how you’d handle a tricky situation.
Me tīmata tātou - Let’s get started and see if you can keep it confidential!
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UN Conventions
United Nations (UN) conventions also guide the way support workers carry out their role. UN conventions are formal international treaties or agreements negotiated and adopted by member states of the United Nations (including New Zealand). These conventions outline specific rights, obligations, and principles that member states agree to uphold. These treaties and conventions often influence New Zealand law.
There are several United Nations conventions that are relevant to support workers in health and wellbeing settings including:
United Nations’ Universal Declaration of Human Rights (UDHR).
This declaration was adopted by the United Nations General Assembly in 1948 and outlines fundamental human rights to be protected. These include the right to life, liberty, and personal security, as well as freedom from torture and cruel treatment. It also ensures fair and equal protection under the law without discrimination, the freedom of expression, and the right to privacy.
- International Covenant on Economic, Social and Cultural Rights (ICESCR): The ICCPR outlines fundamental rights including non-discrimination on grounds such as race, gender, and disability.
- International Covenant on Economic, Social and Cultural Rights (ICESCR): Complements the ICESCR by addressing economic, social, and cultural rights. It emphasises the right to the highest attainable standard of physical and mental health.
- United Nations Convention on the Rights of Persons with Disabilities (CRPD): Supports the provision of equitable and respectful care, ensuring that people with disabilities have access to health services and support on an equal basis with others.
- United Nations Convention on the Rights of the Child (UNCROC): Guides support workers in safeguarding the rights and needs of children in health and wellbeing settings, including their right to protection, health care, and appropriate support.
UN Convention Activity
To learn a bit more about 2 important UN Conventions, carry out this activity.
- Read the information in the following links from the Human Rights Commission
- Carry out the documentation tool activity below.
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Standards
In the health and wellbeing sector, standards play a crucial role in guiding how organisations operate. Think of them as roadmaps that help ensure everyone is on the same page when it comes to delivering safe and high-quality care. These standards are designed to align with relevant laws and regulations, outlining best practices to meet industry expectations.
One key standard that’s particularly important for support workers in New Zealand is NZS 8134:2021 Ngā paerewa Health and Disability Services Standard. You can read it by clicking HERE. This standard is managed by the Ministry of Health and applies to a range of services, including aged-care facilities and mental health and disability services.
The standard lays out what providers need to do to ensure that clients receive safe services. For example, it highlights the rights of individuals receiving care, like being treated with respect and having the ability to make informed choices. It also sets clear expectations for providers—staff are required to have the right knowledge and skills, and they must offer personalised treatment in consultation with the client.
Safety is at the heart of this standard. It specifies that medications must be given safely and on time and that providers should consider clients' preferences and nutritional needs when it comes to food.
To ensure compliance with these standards and relevant legislation, organisations develop their own policies and procedures. This means that your workplace guidelines will align with legal and industry requirements, giving you a clear framework to follow in your day-to-day practice.
End of Topic
This brings us to the end of our topic—well done! You now have a deeper understanding of the requirements and expectations of the support worker role, as well as a clear idea of the role boundaries. Practicing within the scope and limits of your role and the legislation and standards ensures that you provide safe and effective care.
