Course Title: Maintain high standard of client service

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: EMPL7050C

Course Title: Maintain high standard of client service

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4321 - Certificate IV in Allied Health Assistance

Course Contact: Veemita Kaul

Course Contact Phone: +61 3 9925 4662

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Christine Smith

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

There are no pre-requisites and co-requisites for this course.

Course Description

This course describes skills and knowledge for health care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCSD201D Maintain high standard of client service


Act in a respectful manner at all times

Performance Criteria:

Positively, actively and consistently demonstrate respect for differences in all work

Maintainconfidentiality and privacy of clients

Demonstrate courtesy in all interactions with clients, their visitors, carers and family

Provide assistance with the care of clients with challenging behaviour in accordance with established procedures

Use appropriate techniques to manage and minimise aggression


Communicate appropriately with clients

Performance Criteria:

Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role

Identify and use communication strategies and techniques to achieve most effective client service outcomes

Respond to and deal with complaints in line with organisation policy to enhance service to clients

Access interpreter services as required

Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel


Establish and maintain an appropriate relationship with clients

Performance Criteria:

Establish rapport with client and ensure the service is appropriate to and in the client's best interest

Use effective listening skills to ensure a high level of effective communication and quality service provision

Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required

Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes


Evaluate own work to maintain a high standard of client service

Performance Criteria:

Seek and receive advice and assistance from appropriate sources on own performance

Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service

Learning Outcomes

Details of Learning Activities

The learning activities include-

  • Face to face teaching
  • Case studies
  • Class room activities
  • Reflections and discussions
  • Accessing information online

Teaching Schedule

There will be regular face to face teaching for this course and the details of the class date and time will be in the timetable provided to the students. Timetable can also be accessed online in the learning hub.

Learning Resources

Prescribed Texts

There is no prescribed text for this course as comprehensive course material will be provided by the teacher through RMIT Learning Hub.


Online learning materials can be accessed using the RMIT Online Learning Hub.
The online learning materials listed include:

Subject outlines
Lecture notes
Workbook activities
Assessment details

Other Resources

The students can access library for more resources like-

  • Videos
  • Articles of interest
  • useful external links
  • Learning Lab

Overview of Assessment

The assessment will be in the form of completing different activities and case studies in a work book and active participation in class room activities.

Assessment Tasks

The students will be assessed for their verbal ,non verbal communication skills, listening skills, maintaining confidentiality and privacy of clients,maintaining their standard of Client support and service through a range of activities in the assessment workbook and assignments. Participation in class room activities also forms a part of the assessment process.

The students are required to be deemed competent in all outcomes of the assessments to pass the course.

Assessment Matrix

Course Overview: Access Course Overview