Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: Term2 2017

Course Code: GEDU6078C

Course Title: Communicate and work in health or community services

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C3319 - Certificate III in Individual Support

Course Contact: Renee Costa

Course Contact Phone: 9925 0886

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 30

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

In this unit you will acquire the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers. 

The skills gained in this unit will apply to a range of health and community service contexts where you may be required to communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM005 Communicate and work in health or community services


1. Communicate effectively with people


Performance Criteria:

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate service information in a manner that is clear and easily understood

1.3 Confirm the person’s understanding

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner and within confidentiality procedures


2. Collaborate with colleagues


Performance Criteria:

2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions

2.2 Identify lines of communication between organisation and other services

2.3 Use industry terminology correctly in verbal, written and digital communications

2.4 Follow communication protocols that apply to interactions with different people and lines of authority


3. Address constraints to communication


Performance Criteria:

3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures

3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques

3.3 Use communication skills to avoid, defuse and resolve conflict situations


4. Report problems to supervisor


Performance Criteria:

4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor

4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people

4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities

4.4 Refer unresolved conflict situations to supervisor


5. Complete workplace correspondence and documentation


Performance Criteria:

5.1 Complete documentation according to legal requirement and organisation procedures

5.2 Read workplace documents relating to role and clarify understanding with supervisor

5.3 Complete written and electronic workplace documents to organisation standards

5.4 Follow organisation communication policies and procedures for using digital media

5.5 Use clear, accurate and objective language when documenting events


6. Contribute to continuous improvement


Performance Criteria:

6.1 Contribute to identifying and voicing improvements in work practices

6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements

6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development

6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

This unit of competency is delivered and assessed with the unit of competency Work legally and ethically (CHCLEG001)

Some of the examples of learning activities are:

·         class exercises and discussions

·         practical demonstrations in a simulated environmen

·         peer learning

·         guest speakers

·         group discussions

·         independent assessment tasks which require research

·         practical placement

·      group activities and group discussions

Teaching Schedule

This unit of competency is delivered and assessed with the unit of competency Work legally and ethically (CHCLEG001)

Session 1 

  • Legislation and Acts related to aged care and home and community care services
  • What are your duties/responsibilities as an aged care or home and community care worker in the sector
  • Identify the scope and nature of own legal rights and responsibilities
  • Importance of confidentiality
  • Effective communication-
    • verbal communication- an effective way of communicating and helps in expressing our emotions in words, and ensuring we use non-complex words
    • Non-verbal communication:-Symbols and sign language, folded arms, touch, and facial expressions
  • Clear direction- written or verbal
  • Culture- A healthy organisational culture is attained when coordination, fairness and respect are infused in the communication practices. Employees are more engaged and participate when there is effective communication

Session 2


  • Meeting responsibilities according to workplace policies and protocols and scope of role
  • Identify and meet ethical responsibilities
  • Recognising own personal values and attitudes
  • Potential and actual conflicts of interest and how to take appropriate action
  • Address constraints to communication
  • Identify early signs of potentially complicated and or difficult situations and how to report according to the organisations policy and procedures
  • Resolving conflict

Session 3 

  • Contribute to workplace improvements
  • Reviewing work performance and policy and procedures
  • How to provide feedback
  • Identify and take opportunities to contribute to improve legal and ethical responsibilities
  • Completing workplace correspondence and documentation
  • Awards and agreements
  • Legal requirement
  • Complete written and electronic documents
  • Confidentiality
  • WHS

Learning Resources

Prescribed Texts


Other Resources

RMIT will provide you with resources and tools for learning in this course through our online systems and access to specialised facilities and relevant software. You will also have access to the library resources. Students will need to purchase an RMIT polo top as uniform for placement


Overview of Assessment




This unit of competency is delivered and assessed with the unit of competency Work legally and ethically (CHCLEG001)

There will be three forms of assessment and they will include a research task, questions and answers in relation to the unit of competency and practical assessment either in a simulated or workplace environment.

The assessment tasks are as follows:

Task 1: Research questions

Task 2: Questions and answers

Task 3: Observation in either a simulated or workplace environment



If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.

A student charter summarises your responsibilities as an RMIT student as well as those of your teacher 

Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online:;ID=c15i3ciaq8ca



Assessment Tasks

This unit of competency is delivered and assessed with the unit of competency Work legally and ethically (CHCLEG001)

To demonstrate competency in this course you will need to complete all of the following pieces of assessment to a satisfactory standard. You will receive written feedback on all assessment (refer to MyRMIT for assessment criteria).

Task 1: This task requires you to research and write a brief paragraph about your understanding in relation to communication and the legal and ethical considerations when working with older people in the health and / or community services industry.

Task 2: This task requires you to answer a number of questions in your own words about working in the sector and applying the legal and ethical policies and procedures in your job role. You will also need to give examples to how you would respond to certain situations and also communication strategies that you may use when working in the community sector.

Task 3: For this part of the assessment you will be observed either in a simulated environment (in class) or whilst on your practical placement by the RMIT facilitator/assessor. You will be observed demonstrating the  following points:

  • You have demonstrated effective communication skills in 3 different work situations.
  • You were able to clarify workplace instructions and negotiated time frames with two other colleagues.
  • You responded appropriately to three different situations where barriers to communication were present.
  • You were involved or supervised the completion of two written or electronic workplace documents to organisation standards.
  • You demonstrated that you were able to use suitable equipment and resources and have an understanding of the current legislation, regulations and codes of practice in relation to communication and working legally and ethically.
  • You demonstrated where you can find the organisation policies, procedures and protocols
  • Was able to model industry operating conditions which includes problem solving

Assessment Matrix

Students will be given an assessment marking guide for reference at the time that the assessment tasks are distributed.

Other Information

Work Integrated Learning

This is a Work Integrated Learning course in which you will complete a 240 hour placement in an organisation, undertaking the kinds of professional tasks you could expect in your work after graduation.

Police Check

You must obtain evidence of a satisfactory National Police Records Check before undertaking work placements and will need to pay the associated costs.


You may be required to obtain a satisfactory National Police Records Check at the request of their placement agency.

Working with Children

You must provide evidence of a satisfactory Working with Children check before undertaking work placements and will need to pay the associated costs.


You may be required to obtain a satisfactory Working with Children Check at the request of their placement agency.


You may be required to provide evidence of immunisation for certain diseases before undertaking work placement. You will need to discuss the specific requirements of your placement with the course coordinator and/or WIL practitioner and will need to pay the associated costs for immunisation.

Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:

Cover Sheet for Submissions 

You must complete a submission cover sheet for every piece of work submitted in hardcopy. For every piece of work submitted online you will complete an e-Declaration. The signed cover sheet or e-Declaration acknowledges that you are aware of the plagiarism implications.


It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

Applying for Special Consideration

If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see:

Assessment Appeals

If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:

  1. a) You believe an error has occurred in the calculation of the grade; or,
  2. b) You believe the assessment did not comply with criteria published in the Course Guide; or,
  3. c) You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).

Full details of the procedure (including appeals procedure) can be located at this RMIT site:

Academic Integrity

Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source.

If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website:

The RMIT library provides tools to assist with your referencing

Plagiarism and Collusion

Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism is not acceptable.

Examples of plagiarism include:

  • Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
  • Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
  • Piecing together text from one or more sources and adding only linking sentences;
  • Copying or submitting whole or parts of computer files without acknowledging their source;
  • Copying designs or works of art and submitting them as your original work;
  • Copying a whole or any part of another student's work; and
  • Submitting work as your own that someone else has done for you.
  • Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.

For further information, please see the RMIT Plagiarism Policy –;ID=sg4yfqzod48g1 (unresolved) – and the RMIT Student Conduct Regulations;ID=r7a7an6qug93

Plagiarism Software

The originality verification software Turnitin may be used in this course. For details, see:

Complaints Procedure:

RMIT University is committed to providing a harmonious study and work environment for all students and staff. The University recognises your right to raise concerns about academic, administrative or support services without recrimination and has policies and procedures to assist in the resolution of complaints.

Most issues are resolved at the local level and you are encouraged to take steps to resolve your issue locally. The student complaint procedure details steps to take if your problem is not resolved or you believe the response you received is unreasonable.

Student Complaints Policy:

Student complaints Procedure:;ID=i1lexipvjt22

Student Complaints Form:

Course Overview: Access Course Overview