Respond to client needs

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCCS016, 'Respond to client needs'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Respond to client needs' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish an interpersonal relationship with the client

1.1 Define boundaries and use communication skills to establish trust and respect

1.2 Assist the client to identify areas of concern and to determine options for action

1.3 Share information with client about options and services available to enable them to make informed decisions

2. Identify the range of issues impacting on the client

2.1 Identify indicators of harm, neglect, abuse or risk of harm

2.2 Seek information from a range of appropriate sources to identify possible presenting issues

2.3 Apply organisation procedures for collecting and analysing client information

3. Analyse information to determine course of action

3.1 Identify and prioritise client's current needs and available sources of assistance

3.2 Identify organisation's capacity to meet range of client needs to be addressed

3.3 Follow relevant legislation, organisation policies and procedures and duty of care obligations and legislative requirements in responding to indicators of actual or potential risk of abuse, neglect or harm

3.4 Recognise when client needs exceed limitations of service and/or role and respond and refer within organisation policies and procedures

4. Refer client to other services to provide additional support

4.1 Identify need for additional support

4.2 Work with client to motivate, support and encourage the client

4.3 Identify sources of assistance and refer as appropriate

4.4 Follow organisation policies and procedures for transitioning or exiting from service as per organisation and legislative requirements