Provide support services to clients

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 CHCCS419B, 'Provide support services to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide support services to clients' 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



1. Establish a working relationship with clients to assist them to identify their needs

1.1 Routinely use effective strategies to ensure:

clients identify their needs and goals

individual and cultural differences are addressed

areas of resistance/conflict are identified and appropriately resolved

appropriate levels of consultation are implemented

the experience and life skills of the client are appropriately addressed

relevant information is collected

1.2 Implement processes to reach agreement on meeting procedures, consequences of actions and cooperative relationship

1.3 Clarify negotiable and non negotiable aspects of intervention

1.4 Define and maintain boundaries between client and worker, including roles, responsibilities and accountabilities, to ensure compliance with statutory requirements and duty of care responsibilities

1.5 Implement strategies to ensure all dealings with clients reflect appropriate expression of value systems and consideration of emotional impact of intervention

1.6 Use appropriate communication and relationship building processes

1.7 Discuss possibilities and options for responding to client needs, determine preferred actions and prioritise

1.8 Assist client to evaluate and select strategies to achieve their goals

1.9 Promptly and supportively respond to clients in distress or crisis, in accordance with organisation policies and procedures

2. Support clients to meet their needs

2.1 Identify information and skills required by the client to meet their needs

2.2 Provide or develop opportunities to obtain information and develop skills

2.3 Provide individual and group support in accordance with resources and procedures

2.4 Explain the client's rights and responsibilities

2.5 Maintain confidentiality in accordance with organisation policies and procedures

3. Promote preventative strategies

3.1 Provide a full range of opportunities for clients to engaged in identification of problems and solutions

3.2 Employ a range of strategies to assist clients to meet specific targets and to gain control over their lives

3.3 Identify, develop and initiate an appropriate range of opportunities in accordance with organisation policies and procedures and client needs

3.4 Encourage and monitor client progress and involvement in activities and appropriate action taken to maximise individual skill development

4. Review work with clients

4.1 Review work with client within organisation policies and procedures and adapt strategies as appropriate

4.2 Review outcomes of client work with supervisor and/or colleagues in accordance with organisation policies and procedures

5. Use self-protection strategies as required

5.1 Use conflict resolution and negotiation as appropriate

5.2 Take appropriate action to ensure the safety of self and others

5.3 Acknowledge limits of own abilities and make referrals as appropriate

5.4 Seek emergency assistance as required

6. Refer clients

6.1 Check services the client is already accessing with the client and the service/s

6.2 Discuss suitability of other services with the client

6.3 Support client to make contact with other services

6.4 Provide follow up to determine the effectiveness of the referral

7. Provide specialist services to clients

7.1 Complete all appropriate documentation and maintain in accordance with organisation and statutory standards and requirements

7.2 Implement procedures to ensure information sharing between key stakeholders is facilitated

7.3 Ensure all dealings with the client/s reflect:

accepted organisation standards of behaviour

mutual respect

commitment to information sharing and dissemination

adherence to agreed plan

sensitivity to cultural, family and individual differences

ability to work with the client in the context of the family and broader community

application of the organisation's philosophy

compliance with statutory requirements and duty of care responsibilities

Qualifications and Skillsets

CHCCS419B appears in the following qualifications:

  • CHC30108 - Certificate III in Community Services Work
  • CHC40408 - Certificate IV in Alcohol and Other Drugs Work
  • CHC41908 - Certificate IV in Youth Justice
  • CHC30508 - Certificate III in Social Housing
  • CHC41808 - Certificate IV in Youth Work
  • CHC40908 - Certificate IV in Social Housing
  • CHC51808 - Diploma of Family Intake and Support Work
  • CHC40508 - Certificate IV in Mental Health
  • HLT44007 - Certificate IV in Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT52207 - Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)