Course Title: Respond to client needs
Part B: Course Detail
Teaching Period: Term2 2017
Course Code: HWSS6110C
Course Title: Respond to client needs
School: 365T Global, Urban and Social Studies
Campus: City Campus
Program: C5331 - Diploma of Youth Work
Course Contact: Dianne Mackey
Course Contact Phone: +61 3 9925 4454
Course Contact Email: email@example.com
Name and Contact Details of All Other Relevant Staff
Nominal Hours: 60
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
In this course you will acquire the skills and knowledge required to respond holistically to young peoples needs. Young people may have a range of issues outside and in addition to the area of immediate focus or expertise of the worker and their organisation.
This unit is taught and assessed with:
CHCYTH011 Work effectively with young people and their families
CHCCCS016 Respond to client needs
CHCADV002 Provide advocacy and representation services
CHCCSM005 Develop, facilitate and review all aspects of case management
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title:
CHCCCS016 Respond to client needs
1. Establish an interpersonal relationship with the client
1.1 Define boundaries and use communication skills to establish trust and respect
1.2 Assist the client to identify areas of concern and to determine options for action
1.3 Share information with client about options and services available to enable them to make informed decisions
2. Identify the range of issues impacting on the client
2.1 Identify indicators of harm, neglect, abuse or risk of harm
2.2 Seek information from a range of appropriate sources to identify possible presenting issues
2.3 Apply organisation procedures for collecting and analysing client information
3. Analyse information to determine course of action
3.1 Identify and prioritise client's current needs and available sources of assistance
3.2 Identify organisation's capacity to meet range of client needs to be addressed
3.3 Follow relevant legislation, organisation policies and procedures and duty of care obligations and legislative requirements in responding to indicators of actual or potential risk of abuse, neglect or harm
3.4 Recognise when client needs exceed limitations of service and/or role and respond and refer within organisation policies and procedures
4. Refer client to other services to provide additional support
4.1 Identify need for additional support
4.2 Work with client to motivate, support and encourage the client
4.3 Identify sources of assistance and refer as appropriate
4.4 Follow organisation policies and procedures for transitioning or exiting from service as per organisation and legislative requirements
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 course’s learning activities will be supported and complimented by RMIT’s on line learning management tool Blackboard. Other essential learning activities take place during the workshops, and you will also be required to undertake independent studies. Some learning activities that you may be required to undertake are:
- class exercises to review discussions/lectures
- responses to case studies
- workplace simulations and role plays of youth work practice
- analysis/critique of relevant reading material
- design activities or projects
- group projects
- peer learning
- guest lecture/presentation
- peer teaching and class presentations
- group discussion
- independent project based work
- group activities/projects
- ‘workshopping’ of student projects including peer/lecturer feedback
- practical placement
Elements of Competency
Roles and Responsibilities and Client Information and Confidentiality
Introduction to Case Management
Introduction to Advocacy
Introduce the four units in this cluster.
Recap on content that overlaps with previous units eg: duty of care and mandatory reporting, roles and responsibilities, rapport and relationship building, client information and privacy and confidentiality.
Legal status of young people and families of young people, power of attorney, guardianship etc
Nature and structure of the community services and health industries
Processes and structures relevant to organisation goals and objectives or work role
Negotiating privacy and confidentiality, rights and responsibilities and complaints.
Define boundaries and establish rapport and trust
Introduction to Case Management
Introduction to Advocacy
CHCCCS016: 2.3 & 3.4
CHCCSM005: 1.4, 2.2, 2.3, 3.6 & 4.4
Building trust in Case Management context
Working with appropriate communication techniques and methods
Considerations, protocols, history and special needs of diverse client populations eg: culturally and linguistically diverse, LGBTIQ, people with disabilities.
Contemporary behaviour change models, practices and interventions
Active listening, empathy, body language, eye contact.
Interpreting hidden and complex messages
Principles of group dynamics.
CHCCCS016: 1.1 & 4.2
CHCCSM005: 1.3 & 2.1
Collaboration and team work
Support and assistance
Types of advocacy:
– Self advocacy
– Individual advocacy
– Systems Advocacy
– Citizen and parent advocacy
– Raising awareness
– Action advocacy
– Written advocacy
Community consultation and decision making processes.
Processes and systems to support advocacy
Collaboration and planning
Identifying partner and referral organisations
Planning and structuring interventions
Approaches to service delivery:
– Strengths based
– Rights based
– Person centred
– Needs based
CHCCCS016: 1.3, 2.2, 3.1, 4.1 & 4.3
CHCADV002: 1.2, 3.2 & 3.4
Harm, neglect, abuse
Client and family assessments
Family structure, dynamics, communication and decision-making
Goal setting and appraisal processes with clients
Process of case management meetings
Content of case management plans
Monitor and review case management plans
Identifying issues of concern
Code of conduct
Patterns of behaviour, strengths
Dignity of rights,
Responding to indicators of actual or potential abuse
CHCCCS016: 1.2, 2.1 & 3.3
CHCCSM005: 1.1, 1.2, 2.1, 2.2, 2.3, 3.2, 3.3, 3.4, 3.5, 3.7, &4.1
Client and family goal setting
Organisational capacity, exiting and closing clients
Responding to opportunities
Identifying organisational capacity
Supporting and encouraging goal setting for client and family
Case management planning and development
Closing and exiting clients
Transitioning clients away from service
CHCCCS016: 3.2 & 4.4
CHCADV002: 2.1, 2.2, 2.3 & 3.1
CHCCSM005: 1.1, 1.2, 3.1, 3.2, 3.3, 3.7 & 4.5
6. & 7
Monitoring and Evaluation processes
Reporting and accountability
Monitoring outcomes and making changes as appropriate
Adjusting strategies to changing needs
Change management processes
CHCADV002: 1.3, 2.4, 2.5, 3.3, 4.1 & 4.2
CHCCSM005: 3.4, 4.1, 4.2 & 4.3
Catch up and revision of assessments in class
Complete any due assessments
Revision of units completed for semester
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.
Overview of Assessment
To demonstrate competency in this course you will need to complete all of the following assessment tasks to a satisfactory standard. You will receive written feedback on all assessments via a rubric in Blackboard. (refer to MyRMIT for assessment criteria).
Assessments will include:
Write case notes for case management recommendations for five young people presented in case studies. (500 - 800 words)
Develop a case management plan including activities undertaken in the community for three clients from the case studies provided. (500 - 800 words)
Advocacy activity - chose two clients with different advocacy needs and develop an advocacy action plan that include two approaches to advocacy. (500 - 800 words)
Short answers to questions on the units of competency to demonstrate knowledge. (150 - 300 words)
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 http://www.rmit.edu.au/about/studentcharter summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online: http://www1.rmit.edu.au/browse;ID=c15i3ciaq8ca
This task is based on case study videos of five different young people with different needs and experiences.
Four of the five assessments for this cluster will be based on these young people and your interactions with them so you should become familiar with all five videos and take plenty of notes.
Assessment Task 1) Client case management recommendation for all five case studies.
Using the case studies and case management proformas:
1)make a recommendation for case management for each client,
2) include details of legislative and statutory requirements,
3) explain the intersection of the issues the client is experiencing and
$) complete a client assessment checklist and a client referral checklist.
The case studies will be presented in five videos detailing client experiences. Ensure you have utilised a holistic approach to client response in this task.
Assessment Task 2) Case management plan and activities for three clients from the provided case studies.
Create a detailed case management plan for three clients. You will be provided with templates including an action plan and a care plan to document the case management and activities plan for the clients.
1) Choose three clients from the pool of five case management recommendations in assessment one.
2) Consider the needs of the client and goals the client work can work towards
3) consider and decide on a service delivery approach (strengths based, rights based etc).
Refer to the marking guide for this assessment to ensure you have completed your case management plan extensively enough.
You will also need to complete a family intervention plan outlining how you will engage the family with the young people’s case management plan.
Assessment Task 3) Advocacy activity.
Choose two clients to undertake advocacy activities for, these may be the same as the clients you worked for in assessment task 2 or different. The cleints must have different advocacy needs
1) Use 2 different advocacy approach for each client (eg: systems advocacy, individual advocacy, awareness raising etc).
2) Complete an advocacy action plan with clear goals and objectives for each client,
3) use real life possibilities (eg: if one of your advocacy activities is to write a letter to the young person’s local member of parliament you must list who this would be and what their contact details are).
Assessment Task 4) Question and Answer.
Assessment 4 consists of short answer questions which must be completed satisfactorily.
You must provide answers of 150-300 words which clearly demonstrate your understanding of the subject matter from this cluster.
The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These matrices are available through Program Administration.
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.
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: rmit.edu.au/students
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: http://www1.rmit.edu.au/students/specialconsideration
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:
- a) You believe an error has occurred in the calculation of the grade; or,
- b) You believe the assessment did not comply with criteria published in the Course Guide; or,
- 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: http://www1.rmit.edu.au/policies/academic#assessment
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: http://www.rmit.edu.au/academicintegrity
The RMIT library provides tools to assist with your referencing http://www1.rmit.edu.au/library/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 – http://www.rmit.edu.au/browse;ID=sg4yfqzod48g1 (unresolved) – and the RMIT Student Conduct Regulations http://www1.rmit.edu.au/browse;ID=r7a7an6qug93
The originality verification software Turnitin may be used in this course. For details, see: http://www.turnitin.com
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: http://www1.rmit.edu.au/policies/studentcomplaintspolicy
Student complaints Procedure: http://www1.rmit.edu.au/browse;ID=i1lexipvjt22
Student Complaints Form: http://mams.rmit.edu.au/v4ujvmyojugxz.pdf
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