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: bronwyn.tanti@rmit.edu.au
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
None
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 |
Element: |
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 |
Element: |
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 |
Element: |
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 |
Element: |
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
|
Week 2 |
Professional practices in a community work or service delivery setting
|
Week 3 |
Professional practices in a community work or service delivery setting –reasons for contact
|
Learning Resources
Prescribed Texts
References
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: rmit.edu.au/students
Course Overview: Access Course Overview