Course Title: Provide first point of contact

Part B: Course Detail

Teaching Period: VE 2019

Class Number: 4522

Class Section: VCOS

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: HWSS6174C

Course Title: Provide first point of contact

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C4363 - Certificate IV in Community Services

Course Contact: Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 35

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 describes the skills and knowledge required to greet clients and exchange routine information, to prioritise the individual s needs, and to respond to immediate needs.


This unit applies to service delivery in all community services and health contexts. Workers at this level work under supervision with limited responsibility.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM001 Provide first point of contact


1. Greet and observe people

Performance Criteria:

1.1 Listen to and greet people accessing service in a pleasant, respectful and accepting way

1.2 Respond to distressed people in a relaxed and calm manner and seek assistance as required

1.3 Respond appropriately to diverse people and behaviour in line with organisation requirements

1.4 Discuss any concerns or problems with supervisor


2. Follow organisational procedures to collect routine client information

Performance Criteria:

2.1 Collect and document identifying information in accordance with organisation and confidentiality requirements

2.2 Discuss reasons for contact with the service

2.3 Explain and uphold rights and responsibilities of the client and confirm understanding


3. Identify priority of need

Performance Criteria:

3.1 Identify urgency and nature of need and refer in accordance with organisation guidelines

3.2 Identify and respond to issues of personal safety for self, clients and others in accordance with organisation procedures and scope of own role

3.3 Recognise situations beyond the scope of role and seek assistance


4. Provide service information

Performance Criteria:

4.1 Provide client with current, relevant and culturally appropriate service information

4.2 Assist clients to contact other agencies or services as appropriate to obtain further information

4.3 Ask the client if information needs have been met and provide further assistance if required

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

Classes where information is shared through talks and discussions, and workshops where exercises are conducted to apply learning. Time is spent during classes and workshops for students to work on group and individual assessment tasks.

Teaching Schedule

Week 1

Introduction to unit - Communicate effectively in a community work or service delivery setting

  • Communication skills – greet and observe people
  • Understanding, respecting and responding appropriately to diversity/ differences/distress

Week 2

Professional practices in a community work or service delivery setting


  • Follow organisational procedures –
  • collect and document routine information
  • Privacy and confidentiality
  • Reason/s for contact
  • Seek support from supervisor

Week 3

Professional practices in a community work or service delivery setting –reasons for contact


  • Identifying priority of need
  • Rights, responsibilities of clients and workers/scope of workers role
  • Provide service information, referrals
  • Empower client/informed consent


Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

There are three assessment tasks for this course including an in class role play, a workplace evidence portfolio and an online quiz 

Assessment Tasks

Assessment task 1: In class role play

Assessment task 2: Workplace evidence portfolio

Assessment task 3: Online quiz

Assessment Matrix

An assessment matrix is available on Canvas or can be provided by your facilitator

Other Information

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

Course Overview: Access Course Overview