Certificate IV in Community Services (Information, advice and referral)

This qualification applies to personal advisers who work with a broad range of people, working, for example, in citizen advice bureaus and information referral services.

The work involves assisting clients in economic and social participation through accurate referrals to service providers and to other resources within the community, monitoring their progress and maintaining relevant records.

Occupational titles may include:

Community advisory worker

Personal adviser

Information worker

Referrals manager



15 units are required for award of this qualification including:

9 core units

6 elective units

A wide range of elective units is available, including:

Group A electives of which one must be selected for this qualification

Group B 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 3 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 TGA or other public listing

Core units

add topic BSBINM201A Process and maintain workplace information

add topic CHCCOM403A Use targeted communication skills to build relationships

add topic CHCCS400C Work within a relevant legal and ethical framework

add topic CHCCS407C Operate referral procedures

add topic CHCCS411C Work effectively in the community sector

add topic CHCCS416B Assess and provide services for clients with complex needs

add topic CHCCS422B Respond holistically to client issues and refer appropriately

add topic CHCLD415A Confirm client developmental status

add topic CHCORG405E Maintain an effective work environment

Group A electives - one unit must be selected

One of the following units must be selected for this qualification

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

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

The importance of culturally aware and respectful practice

All workers undertaking community services work 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 B elective - recommended for culturally aware and respectful practice

This qualification has been structured to provide a specific focus on either Aboriginal and/or Torres Strait Islander or culturally diverse clients. Where work involves a specific focus on both Aboriginal and/or Torres Strait Islander and culturally diverse clients or communities, candidates are recommended to select whichever of the following units is not selected from Group A.

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

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 that certain electives are required to address specific workplace needs.

Networking and information electives

add topic CHCINF403E Coordinate information systems

add topic CHCINF407D Meet information needs of the community

add topic CHCNET402B Establish and maintain effective networks

add topic CHCNET404B Facilitate links with other services

add topic CHCNET501C Work effectively with other services and networks

add topic CHCNET503D Develop new networks

add topic CHCPOL403C Undertake research activities

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

Working with older people

add topic CHCAC416A Facilitate support responsive to the specific nature of dementia

add topic CHCAC417A Implement interventions with older people at risk of falls

add topic CHCPA402B Plan for and provide care services using a palliative approach

Working with people with disabilities

add topic CHCCS413B Support individuals with autism spectrum disorder

add topic CHCDIS301C Work effectively with people with a disability

add topic CHCDIS410A Facilitate community participation and inclusion

add topic CHCDIS411A Communicate using augmentative and alternative communication strategies

Working with people with mental health issues

add topic CHCMH301C Work effectively in mental health

add topic CHCMH402B Apply understanding of mental health issues and recovery processes

add topic CHCMH411A Work with people with mental health issues

Working with people with alcohol and other drug issues

add topic CHCAOD402B Work effectively in the alcohol and other drugs sector

add topic CHCAOD407E Provide needle and syringe services

add topic CHCAOD408B Assess needs of clients with alcohol and/or other drugs issues

add topic CHCAOD409E Provide alcohol and/or other drug withdrawal services

add topic HLTFA311A Apply first aid

add topic HLTFA412A Apply advanced first aid (Note pre-requisite HLTFA311A )

Working with children and young people

add topic CHCCHILD404B Support the rights and safety of children and young people

add topic CHCCS401C Facilitate responsible behaviour

add topic CHCYTH301E Work effectively with young people

add topic CHCYTH402C Work effectively with young people in the youth work context

add topic CHCYTH404E Support young people in crisis (Note pre-requisite: CHCYTH301E )

add topic CHCYTH511B Work effectively with young people and their families

Work in community development

add topic CHCCD412B Work within a community development framework

add topic CHCCD413E Work within specific communities

Team coordination and supervision

add topic CHCCS505B Provide supervision support to community sector workers

add topic CHCCS513C Maintain an effective community sector work environment

add topic CHCINF403E Coordinate information systems

add topic CHCINF505D Meet statutory and organisation information requirements

add topic CHCORG406C Supervise work

add topic CHCORG423C Maintain quality service delivery

add topic CHCORG506E Coordinate the work environment

add topic HLTWHS401A Maintain workplace WHS processes

Case work and case management

add topic CHCCM401D Undertake case management

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

add topic CHCCS401C Facilitate responsible behaviour

Client service electives

add topic CHCAD402D Support the interests, rights and needs of clients within duty of care requirements

add topic CHCCH301C Work effectively in social housing

add topic CHCCH427B Work effectively with people experiencing or at risk of homelessness

add topic CHCCS314B Deliver services to meet personal needs of clients

add topic CHCCS408B Establish and monitor participation plans

add topic CHCCS503B Develop, implement and review services and programs to meet client needs

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

add topic CHCLD515A Analyse client information for service planning and delivery (Note pre-requisite CHCLD415A )

add topic CHCLEG411A Use relevant legislation in response to client needs

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

add topic CHCRF402B Provide intervention support to children and families

add topic CHCTC301C Deliver a service consistent with the organisation's mission and values

add topic CHCTC302B Provide client-centred telephone counselling

add topic CHCTC403B Provide telephone counselling in crisis situations

add topic CHCTC404B Provide competent suicide intervention in a telephone counselling context

Financial literacy education electives

add topic CHCFLE301A Work with clients needing financial literacy education

add topic CHCFLE302A Educate clients in fundamental financial literacy skills

add topic CHCFLE303A Educate clients to understand debt and consumer credit

Oral health

add topic CHCOHC303B Use basic oral health screening tools

add topic CHCOHC401A Inform and encourage clients and groups to understand and achieve good oral health

add topic CHCOHC402A Support clients and groups to learn practical aspects of oral health care

add topic CHCOHC404A Recognise and respond to signs and symptoms that may indicate oral health issues

Assessment, carer support and respite coordination electives

add topic CHCRCP401A Use telephone communication skills to assess callers needs

add topic CHCRCP402A Conduct assessment of carers needs

add topic CHCRCP403A Support carers to access information and services


    Not Applicable

Entry Requirements

Not Applicable

Licensing Information

Not Applicable

Employability Skills

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