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

HLTCOM301C Mapping and Delivery Guide
Provide specific information to clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency HLTCOM301C - Provide specific information to clients
Description This unit covers the skills required to identify client information needs and provide appropriate information
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application This unit applies to work in a range of health settings where direct client contact is involvedApplication of this unit should be contextualised to reflect any specific workplace requirements, issues and practices
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 relationship with the client
  • Greet clients courteously and professionally
  • Identify special needs of clients
  • Use effective communication with clients
  • Take into consideration cultural and personal factors when interacting with clients
       
Element: Identify client information needs
  • Encourage clients to voice queries
  • Ask client about information needs
  • Assist clients to identify their information needs if necessary
  • Confirm client information needs
       
Element: Provide specific information
  • Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
  • Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
  • Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
  • Make appointments for clients
       
Element: Provide prepared information to promote access to services
  • Identify the range of services available
  • Provide prepared information or details of a range of services to clients when required
  • Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client
  • Manage communication difficulties appropriately
  • Refer problems relating to providing information about services to supervisor
       


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 competency unit:

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 and under the normal range of work conditions

Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Assessment of sole practitioners must include a range of clinical situations and different client groups covering at minimum, age, culture and gender

Assessment of sole practitioners must consider their unique workplace context, including:

interaction with others in the broader professional community as part of the sole practitioner's workplace

scope of practice as detailed in the qualification and component competency units

holistic/integrated assessment including:

working within the practice framework

performing a health assessment

assessing the client

planning treatment

providing treatment

Access and equity considerations:

All workers in the health industry should be aware of access and equity 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 health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of 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 health of Aboriginal and/or Torres Strait Islander clients and communities

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

This includes knowledge of:

Effective communication strategies

Organisation policies, procedures and guidelines

Principles and practices of services provided

Relevant information sources

Essential skills:

It is critical that the candidate demonstrate the ability 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

This includes the ability to:

Abide by organisation procedures and practices

Appropriately prepare and present information for a range of enquiries

Communicate effectively including:

active listening

clarify and ascertain correct meanings from communication

clear, concise and correct written and verbal communication

communicate on a one-to-one basis

correct presentation of correspondence

documentation and record keeping

establish rapport

passing on verbal and written messages

use correct grammar, spelling and punctuation

Elicit information

Handle difficult situations

Make appointments to meet a range of client needs in accordance with established business practice

Respond appropriately to a range of clients in a range of situations

Respond appropriately to special needs

Seek assistance if necessary

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.

Special needs may include:

Disability

Communication difficulties

Language difficulties

Presence of children/spouse

Need for uninterrupted privacy

Need for communication aids

Effective communication includes:

Active listening

Appropriate language

Appropriate communication aids

Appropriate modes of communication

Appropriate demeanour and body language

Appropriate tone and presentation

Observation

Questioning, clarifying, advising

Providing appropriate and accurate information

Honesty and integrity

Cultural and personal factors may include:

Religious background

Racial background

Gender

Age

Dis/ability

Family or social factors

Relevant information may include:

Confirmation of appointment date and time

Number, length and costs of visits

Location directions

Costs and payment options

Referrals

Procedure and practices

Health fund rebates

Workcover eligibility

Information about general health and self care

Background information about the practice

Information about the expertise of the practitioner

Modes of communication may include:

Verbal/Non-verbal

Written

Formal/informal

Direct/indirect

Personal/using technology

Correspondence

Managed appropriately may include:

Managing emotions

Defusing anger

Clarifying the issues

Attending to client needs as appropriate

Maintaining composure and professional attitude

Providing support

Seeking assistance

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
Greet clients courteously and professionally 
Identify special needs of clients 
Use effective communication with clients 
Take into consideration cultural and personal factors when interacting with clients 
Encourage clients to voice queries 
Ask client about information needs 
Assist clients to identify their information needs if necessary 
Confirm client information needs 
Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer 
Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry 
Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required 
Make appointments for clients 
Identify the range of services available 
Provide prepared information or details of a range of services to clients when required 
Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client 
Manage communication difficulties appropriately 
Refer problems relating to providing information about services to supervisor 

Forms

Assessment Cover Sheet

HLTCOM301C - Provide specific information to clients
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

HLTCOM301C - Provide specific information to clients

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: