Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCS405C Mapping and Delivery Guide
Identify and address specific client needs

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CHCCS405C - Identify and address specific client needs
Description This unit describes the knowledge and skills required to establish the first point of contact between the client and the organisation/serviceIt will involve collecting routine information from clients to enable a matching of services to meet their needs
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application This unit may apply to service delivery in a range of community service contexts
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Establish and maintain an appropriate relationship with clients
  • Employ appropriate language and interpersonal skills to establish rapport with clients
  • Ensure interactions with clients are in accordance with organisation's standards and procedures
  • Conduct interviews and interact with clients in a manner that promotes positive client participation
  • Introduce self appropriately
  • Demonstrate courtesy towards the client
  • In all dealings with the client, aim to generate a trusting relationship
  • Demonstrate respect for the individual differences of the client
  • Support the client's own interests, rights and decision-making
  • Maintain confidentiality and privacy of client within organisation guidelines
  • Take part in short interpersonal exchanges with client to establish, maintain and develop relationships
       
Element: Extract and analyse information about client needs
  • Apply organisation mechanisms to identify and assess client needs
  • Collect information on relevant environmental issues affecting clients and utilise in assessment
  • Ensure decisions about the matching of services to client needs are based on up to date information
       
Element: Match services to client needs
  • Identify services from within the organisation to match client needs
  • Where client needs are complex or there are issues outside the area of responsibility, seek immediate support and make appropriate referrals according to organisation procedures
  • Provide clients with relevant information about the services available to them, in a timely manner
  • Working within own scope of responsibility, ensure clients have access to services that meet their needs
  • Ensure all advice to clients about available services is consistent with current relevant, legislative and statutory framework and the practices of the organisation
  • Undertake appropriate record-keeping and reporting in accordance with defined procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

Assessment must include clients with a range of different needs

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 and/or 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:

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. testimonials from clients or colleagues, completed client records etc.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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:

Legislative requirements and provisions relevant to area of service delivery and delegated responsibility

Organisation procedures, protocols and practice for client assessment and allocation of services

Relevant assessment instruments

Essential skills:

It is critical that the candidate demonstrate the ability to:

Administer the organisation's instruments and information gathering mechanisms to assess client needs and their eligibility for specific services

Conduct an assessment interview within defined area of responsibility

Select an appropriate service from a range provided by the organisation to match to client needs

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 oral communication skills required to fulfil the job role in the organisation/service

oral communication skills may include listening, asking questions, providing encouragement

language used may be English, sign language or community language depending on client group

Demonstrate literacy competence required to fulfil the procedures of the organisation/service

language used may be English or community language depending on the service/ organisation

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.

Introduce self may need to involve consideration of the following:

Cultural background of client

Customs familiar to client

Any physical, cognitive or mental problems which may hinder communication, such as deafness, dementia, acquired brain injury

Individual differences may be:

Culture

Age

Economic

Social

Gender

Physical

Emotional

Intellectual

Cognitive

Language

Spiritual

Rights may be detailed in:

Service/outcomes standards documents

Legislation

Organisation policies and practices

Short interpersonal exchanges will be appropriate to the cultural and individual differences of the client and may include:

Chatting in friendly manner

Inquiring about the client's health

Short casual exchanges

Client needs may include:

Physical, sexual, physical and emotional support and care

Financial

Household assistance and maintenance

Religious

Cultural

Spiritual

Ceremonial

Recreational

Social

Housing

Assistance may include:

Providing information and advice

Accompanying or providing specific services

Encouragement and support for decisions and actions

Clients may include:

Individual members of the public

Referred or self referred

People with specific needs seeking access to services

Family members and significant others

Organisation's standards and procedures include those relating to:

Duty of care

Client interviews and client/staff relationships

Administration of questionnaires and other testing instruments and checklists

Completion of forms and applications

Interviews cover:

Telephone and in person

Through an interpreter or other specialist assistance

Scheduled and impromptu

Client information includes:

Personal and confidential information provided by the client and/or referring agency/person

Client feedback data

Internal organisation information resulting from meetings and assessment panels

Client services include:

Income support (including disability, aged and sole parent support)

Financial and community support services

Training and employment services

Recreational activities

Care and support

Transport and communication

Referrals to specialist services

Referrals to community support and/or education groups

Community participation

Accepted organisation procedures and practice include those related to:

Collection and storage of information

Client interview protocols and procedures

Client communication protocols

Assessment for eligibility to access particular services

Work undertaken includes:

Accessing and providing information about services available from within, and outside the organisation

Assistance in completing forms e.g. Applications, and other written materials/submissions

Assistance in seeking access to specific services

Establishing contact with appropriate people to provide support to clients

Setting up meetings and interviews for clients

Acting as spokesperson, as required, for clients

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Employ appropriate language and interpersonal skills to establish rapport with clients 
Ensure interactions with clients are in accordance with organisation's standards and procedures 
Conduct interviews and interact with clients in a manner that promotes positive client participation 
Introduce self appropriately 
Demonstrate courtesy towards the client 
In all dealings with the client, aim to generate a trusting relationship 
Demonstrate respect for the individual differences of the client 
Support the client's own interests, rights and decision-making 
Maintain confidentiality and privacy of client within organisation guidelines 
Take part in short interpersonal exchanges with client to establish, maintain and develop relationships 
Apply organisation mechanisms to identify and assess client needs 
Collect information on relevant environmental issues affecting clients and utilise in assessment 
Ensure decisions about the matching of services to client needs are based on up to date information 
Identify services from within the organisation to match client needs 
Where client needs are complex or there are issues outside the area of responsibility, seek immediate support and make appropriate referrals according to organisation procedures 
Provide clients with relevant information about the services available to them, in a timely manner 
Working within own scope of responsibility, ensure clients have access to services that meet their needs 
Ensure all advice to clients about available services is consistent with current relevant, legislative and statutory framework and the practices of the organisation 
Undertake appropriate record-keeping and reporting in accordance with defined procedures 

Forms

Assessment Cover Sheet

CHCCS405C - Identify and address specific client needs
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CHCCS405C - Identify and address specific client needs

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: