Course Title: Provide specific information to clients

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: HWSS5417C

Course Title: Provide specific information to clients

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4212 - Certificate IV in Optical Dispensing

Course Contact: Timothy Haigh

Course Contact Phone: +61 3 9925 4846

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 20

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

This unit covers the skills required to identify client information needs and provide appropriate information

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCOM301B Provide specific information to clients


1. Establish relationship with the client

Performance Criteria:

1.1    Greet clients courteously and professionally
1.2    Identify special needs of clients
1.3    Use effective communication with clients
1.4    Take into consideration cultural and personal factors


2. Identify client information needs

Performance Criteria:

2.1    Encourage clients to voice queries
2.2    Ask client about information needs
2.3    Assist clients to identify their information needs if necessary
2.4    Confirm client information needs


3. Provide specific information

Performance Criteria:

3.1    Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
3.2    Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
3.3    Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
3.4    Make appointments for clients


4. Provide prepared information to promote access to services

Performance Criteria:

4.1    Identify the range of services available
4.2    Provide prepared information or details of a range of services to clients when required
4.3    Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client
4.4    Manage communication difficulties appropriately
4.5    Refer problems relating to providing information about services to supervisor

Learning Outcomes

Details of Learning Activities

1: Read each topic in the Learner Guide.  Upon completion of each topic, complete the self-assessment checklist from the Learner Guide.  Once you have done this, progress to the next topic.
2:  Complete the self-assessment quiz.  Please note, this is not an assessment task.  The self-assessment will check your level of understanding of the unit and provide you with feedback.
3: Refer to the Learning and Assessment Guide (LAG) items 10.  Familiarise yourself with the content.

Teaching Schedule

Topic 1: The client experience
Topic 2: Effective communication skills
Topic 3: Patients with special needs
Topic 4: Conflict management

Learning Resources

Prescribed Texts


Other Resources

1. Learner guide HLTCOM301B
2. Learning and Assessment Guide – Year 1

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.

Assessment Tasks

Before attempting any of the below assessment tasks ensure that you agree with all self-assessment checklists in the Learner Guide and that you have completed the online self-assessment quiz.

1.  Complete the online test titled HLTCOM301B.  This test consists of completing a series of 10 online questions.  These questions may consist of true or false, multiple choice, short answer questions etc.  In order to pass you need to answer seven or more correct (7 out of 10).  You must pass this prior to completing assessment task 2.

2.  Refer to your learning and assessment guide (LAG) and carefully read item 10.  An RMIT University assessor will assess you on item 10 during a work-based assessment and during your compulsory attendance at blocks in year one.  In addition your assessor will include a range of verbal questions to ask during these assessments.  In addition an RMIT University assessor may talk to your employer.

3.  At the end of the semester you will be required to complete a 60-minute online examination on the Learning Hub, which will be posted online for one week (you will be notified shortly).  Please note that this examination will cover HLTCOM301B, WRRS1B and HLTOPD407A and you will only be allowed to attempt it once.  This examination will include short answers, true or false, multiple-choice, equations and other types of questions.  You will know at the end of this test if you have passed.  The pass mark is 70%.  

Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview