Communicate with people accessing the services of the organisation

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 CHCCOM201C, 'Communicate with people accessing the services of the organisation'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Communicate with people accessing the services of the organisation' 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. Communicate appropriately with clients of the organisation

1.1 Use verbal and non-verbal communication as appropriate

1.2 Conduct short interpersonal exchanges to clarify meaning and understand request/inquiry

1.3 Provide information relevant to accessing the service

1.4 Take time to listen for relevant information concerning inquiry/request

1.5 Demonstrate respect for diversity when communicating with clients

1.6 Respond to messages appropriately

1.7 Refer to appropriate person within organisation guidelines and procedures

2. Present a positive image of the service to the public

2.1 Conduct communication with the public in a courteous manner and respecting privacy

2.2 Demonstrate standards of personal presentation appropriate to the organisation

Qualifications and Skillsets

CHCCOM201C appears in the following qualifications:

  • CHC20108 - Certificate II in Community Services
  • CHC20208 - Certificate II in Active Volunteering
  • CHC52310 - Diploma of Community Services (Development and/or Humanitarian Assistance)
  • HLT21007 - Certificate II in Indigenous Environmental Health
  • HLT20907 - Certificate II in Population Health
  • HLT21307 - Certificate II in Aboriginal and/or Torres Strait Islander Primary Health Care
  • CHC20212 - Certificate II in Active Volunteering
  • CHC52312 - Diploma of Community Services (Development and or Humanitarian Assistance)
  • CHC20112 - Certificate II in Community Services
  • HLT20912 - Certificate II in Population Health
  • HLT21012 - Certificate II in Indigenous Environmental Health
  • HLT21312 - Certificate II in Aboriginal and-or Torres Strait Islander Primary Health Care