Diploma of Family Intake and Support Work

This qualification covers workers employed in services that provide relationship support and interventions for families and/or couples. Examples of the types of services provided include family relationship support programs, telephone advice, and family mediation and counselling services.

Workers in these roles may provide some non-therapeutic supports, such as provision of information, initial intake, referral, advocacy, administrative tasks and participation in case planning.

These workers generally undertake tasks with minimal direct supervision and may use elements of counselling and/or dispute resolution skills when working with clients. However, primary job functions do not involve higher level clinical or therapeutic interventions.

Occupational titles for these workers may include:

Aboriginal family consultant

Client services officer

Advocacy worker

Family assessment worker

Case worker

Family support worker

Client intake worker

Information and referral worker



14 units of competency are required for this qualification, including:

8 core units

6 elective units

A wide range of elective units is available, including:

Group A elective which is recommended for culturally aware and respectful practice

Other relevant electives listed below

Units of competency to address workplace requirements and packaged at the level of this qualification or higher in Community Services and/or Health Training Packages

Where appropriate, to address workplace requirements, up to 2 units of competency packaged at the level of this qualification or higher in other relevant Training Packages or accredited courses where the details of those courses are available on the NTIS or other public listing

Core units

add topic CHCCOM403A Use targeted communication skills to build relationships

add topic CHCCS400B Work within a relevant legal and ethical framework

add topic CHCCS419B Provide support services to clients

add topic CHCCS422A Respond holistically to client issues and refer appropriately

add topic CHCDFV301A Recognise and respond appropriately to domestic and family violence

add topic CHCFAM505B Operate in a family law environment

add topic HLTHIR403C Work effectively with culturally diverse clients and co-workers

add topic HLTOHS501A Manage workplace OHS processes

The importance of culturally aware and respectful practice

All workers undertaking work with families need foundation knowledge to inform their work with Aboriginal and/or Torres Strait Islander clients and co-workers and with clients and co-workers from culturally and linguistically diverse backgrounds. This foundation must be provided and assessed as part of a holistic approach to delivery and assessment of this qualification. Specific guidelines for assessment of this aspect of competency are provided in the Assessment Guidelines for the Community Services Training Package.

Group A elective - recommended for culturally aware and respectful practice

Where work involves a specific focus on Aboriginal and/or Torres Strait Islander clients or communities, the following elective is recommended:

add topic HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people

Other relevant electives

Electives are to be selected in line with specified Packaging Rules. The following grouping of relevant electives is provided to facilitate selection and does not necessarily reflect workplace requirements. Electives may be selected from one or more groups. Employers may specify certain electives as required to address specific workplace needs.

Case management electives

add topic CHCCM503C Develop, facilitate and monitor all aspects of case management

add topic CHCCM504C Promote high quality case management

add topic CHCCW301C Operate under a casework framework

Family relationship electives

add topic CHCCHILD504B Assess risk of harm to children and young people

add topic CHCFAM503B Work with a child focused approach

add topic CHCFAM806B Assist clients to develop parenting arrangements

add topic CHCORG428A Reflect on and improve own professional practice

add topic CHCPROT502D Undertake and implement planning with at-risk children and young people and their families

Domestic and family violence electives

add topic CHCDFV402C Manage own professional development in responding to domestic and family violence

add topic CHCDFV403C Provide crisis intervention and support to those experiencing domestic and family violence

add topic CHCDFV404C Promote community awareness of domestic and family violence

add topic CHCDFV406C Provide domestic and family violence support in Aboriginal and Torres Strait Islander communities

add topic CHCDFV407C Provide domestic and family violence support in non-English speaking background communities

add topic CHCDFV408C Provide support to children affected by domestic and family violence

add topic CHCDFV509C Work with users of violence to effect change

Information and referral electives

add topic CHCAD504A Provide advocacy and representation services

add topic CHCAD603A Provide systems advocacy services

add topic CHCADMIN305E Work within the administration protocols of the organisation

add topic CHCCS407B Operate referral procedures

add topic CHCCS416A Assess and provide services for clients with complex needs

add topic CHCINF505C Meet statutory and organisation information requirements

add topic CHCINF606D Manage information strategically

add topic CHCNET404A Facilitate links with other services

add topic CHCORG303B Participate effectively in the work environment

add topic CHCORG615D Promote the organisation

add topic CHCORG621C Act as a resource to other services

add topic CHCPOL301B Participate in policy development

Leadership and management electives

add topic BSBRSK501A Manage risk

add topic CHCCM605C Develop practice standards

add topic CHCCS607D Coordinate in-service assessment and response to address client needs

add topic CHCDFV510C Facilitate workplace debriefing and support processes

add topic CHCFAM504B Respond to and contain critical incidents

add topic CHCORG423B Maintain quality service delivery

add topic CHCORG619C Manage quality of organisation's service delivery outcomes

add topic CHCORG627B Provide mentoring support to colleagues

add topic CHCPOL504B Develop and implement policy

add topic PSPMNGT605B Manage diversity

Counselling electives

add topic CHCCSL501A Work within a structured counselling framework

add topic CHCCSL502A Apply specialist interpersonal and counselling interview skills

add topic CHCCSL503A Facilitate the counselling relationship

add topic CHCCSL507A Support clients in decision-making processes

add topic CHCCSL509A Reflect and improve upon counselling skills (Note pre-requisites add topic CHCCSL501A , add topic CHCCSL503A , add topic CHCCSL507A )

add topic CHCTC301B Deliver a service consistent with the organisation's mission and values

add topic CHCTC302A Provide client-centred telephone counselling

add topic CHCTC403A Provide telephone counselling in crisis situations

add topic CHCTC404A Provide competent suicide intervention in a telephone counselling context

Mediation electives

add topic CHCMED411A Conduct a sound assessment of a dispute in preparation for mediation

add topic CHCMED412A Gather and clarify information for the mediation process

add topic CHCMED413A Manage communication processes to define the dispute

add topic CHCMED414A Facilitate mediation processes

add topic CHCMED415A Facilitate interaction between parties in mediation

add topic CHCMED416B Consolidate and conclude the mediation process

add topic CHCMED417B Reflect and improve upon professional mediation practice

add topic CHCMED418C Identify the need for alternative dispute resolution

add topic CHCMED419C Facilitate alternative dispute resolution processes

Other electives

add topic CHCAOD510A Work effectively with clients with complex alcohol and/or other drugs issues

add topic CHCCH427A Work effectively with people experiencing or at risk of homelessness

add topic CHCCS521A Assess and respond to individuals at risk of suicide

add topic CHCLLN403A Identify clients with language, literacy and numeracy needs and respond effectively

add topic CHCMH301B Work effectively in mental health

add topic CHCMH411A Work with people with mental health issues

add topic CHCYTH506A Provide services for young people appropriate to their needs and circumstances

add topic HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people

add topic PSPMNGT605B Manage diversity

add topic RTD4802A Develop approaches to include cultural and human diversity


    Not Applicable

Entry Requirements

Entry requirements

To gain entry into CHC51808 Diploma of Family Intake and Support Work it is recommended that candidates have sufficient relevant work experience to indicate likely success at this level of qualification in a job role involving:

The self-directed application of knowledge with substantial depth in some areas

The exercise of independent judgement and decision-making

The application of relevant technical and other skills.

Licensing Information

Not Applicable

Employability Skills

Refer to the Topic: Introduction to the Employability Skills Qualification Summaries