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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Greet and observe client
  2. Collect routine information from the client
  3. Identify priority of need for service
  4. Provideinformation to clients about the service and other relevant services

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include knowledge of


Local community needs

Normal behaviourunusual behaviourimpact of cognitive impairment on behaviour

Agency role agency target group in the community

Basic knowledge of culturally specific behaviour

Agency procedures and policies relating to provision of first point of contact for potential clients

Understanding of relationships between service providers

Other services and networks

Requirements for client registration

Waiting times for the service

Organisation polices and procedures for confidentiality

Organisation storage and recording systems

Organisation activities and timetables

Organisation requirements for monitoring services andor attendance

Clients rights and responsibilities in the organisation

Workers rights and responsibilities in the organisation

Knowledge specific to working with people from culturally and linguistically diverse backgrounds

Knowledge specific to working with people at risk of selfharm

Essential skills

It is critical that the candidate demonstrate the ability to

Demonstrate an understanding of staff responsibilities in the organisation and own role within this in terms of obtaining information from clients and referring them to workers within the organisation

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include the ability to

Demonstrate a nonjudgemental approach to working with people

Demonstrate application of skills in

reporting skills

observation skills

cultural sensitivity

verbal and nonverbal communication



resolving aggression

basic negotiation

safety awareness

predicting violence

listening and referral

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this unit of competency

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions

Consistency in performance should consider the range of clients and situations encountered in the workplace

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment

In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment the remainder should be assessed through realistic simulations projects previous relevant experience or oral questioning on What if scenarios

Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on Essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Observations about client may include:

Orientation to person, place, time

Level of coherence

Ability to communicate

Unusual behaviour/communication

Aggression - physical or verbal

Signs of physical injury/distress

Levels of personal distress and anxiety

Appropriate person/s may include:

Immediate supervisor

Case manager


Representative of other services

Identifying information may include:


Contact information

Information may be collected:

By speaking to others

From written sources

By observation

From inside the organisation

From external sources

From clients

Service may include:

Making an appointment to see someone in the agency/organisation

Providing information on existing services

Referral e.g. doctor, financial counsellor, women's refuge, youth services

Safety takes into account:

Body language

Tone of voice


Proximity to other people



Assistance may be sought from:

Other staff

Consumer groups

Clinical mental health services

Acquired brain injury services


Other community based support services




Response to requests for information will take into consideration the inquirer's:

Language and style

Literacy level

Cultural factors

Previous contact


Provide information is:



Culturally and linguistically appropriate

Supportive of the reduction of stigma and discrimination

Information on the service and other relevant services may be delivered in the form of:

Informal discussion


Correspondence/written reports



Published material

Posters/graphic representation

Information may be given about the following types of services:

Carer/consumer groups

Government and non-government services e.g. Health, accommodation, education/training, employment, social/recreation, counselling, financial, self-help, advocacy, transport, torture/trauma

People with relevant special qualities, knowledge and/or expertise

Government allowances, pensions and benefits

Program activities/timetables

Clinical mental health services

Acquired brain injury services

Cross cultural