Course Title: Develop and implement service programs

Part B: Course Detail

Teaching Period: Term1 2018

Course Code: HWSS6101C

Course Title: Develop and implement service programs

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C5345 - Diploma of Community Services (Case Management)

Course Contact: Bronwyn Tanti

Course Contact Phone: 9925 9079

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 100

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 course describes the skills and knowledge required to engage consumers, analyse service needs of particular groups and develop programs and services to meet those needs 

This course applies to workers coordinating or managing teams and operations in varied service delivery contexts.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCCS007C Develop and implement service programs


1. Engage consumers in the analysis of service needs

Performance Criteria:

1.1 Develop a plan for consumer participation and engagement in decisions about service provision

1.2 Investigate the needs of individuals as the basis for service provision in line with consumer participation and engagement plan

1.3 Recognise processes and communications that may be a barrier to consumer participation and develop mechanisms to overcome these

1.4 Interact and consult with people accessing the service to monitor changing needs so they can be addressed

1.5 Consult and collaborate with other services and networks to address multi-faceted needs of individuals and client groups

1.6 Evaluate broader organisation context and its impact on service delivery


2. Develop programs

Performance Criteria:

2.1 Facilitate input to program development from internal and external stakeholders

2.2 Engage people accessing programs in management processes and develop formal arrangements as required

2.3 Incorporate consideration of individual differences, rights, needs and preferences in the planning processes

2.4 Integrate both internal and external services as required

2.5 Determine financial, human and physical resource requirements

2.6 Develop supporting systems and procedures

2.7 Develop and integrate service evaluation methods, including mechanisms for feedback from people accessing service programs

2.8 Document program identifying priorities, timelines and responsibilities


3. Implement and monitor programs

Performance Criteria:

3.1 Communicate roles and responsibilities to relevant stakeholders

3.2 Facilitate provision of training to support implementation

3.3 Monitor service delivery against agreed objectives and budgetary frameworks

3.4 Make user interactions and feedback an integral part of ongoing monitoring

3.5 Identify and address problems in addressing the needs of service users in accordance with organisation procedures

3.6 Maintain relevant program and service delivery documentation


4. Evaluate programs

Performance Criteria:

4.1 Assess capacity of programs to meet objectives

4.2 Seek and evaluate feedback from those using the service and other stakeholders

4.3 Modify programs as needed to meet changing requirements within policy and budgetary frameworks

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

This course involves classes where information is shared through talks and group discussions, and workshops where exercises are conducted to apply learning. Time is spent during allocated class time for students to work on developing and implementing programs.

Teaching Schedule

Topic 1

Introduction to the development of service programs

·         Principles of program design and development

·         The role of engagement and consultation in developing programs and

          working with clients

·         Conducting pre-planning research to begin analysing needs

Topic 2

Developing engagement plans

·         Identifying and analysing stakeholders

·         Developing participation and engagement strategies

·         Implementing the plan

Topic 3

Designing programs

·         Investigating needs with clients and other stakeholders

·         Developing program objectives

·         Identifying financial, human and physical resource requirements, and sources

          of funding

Topic 4

Developing program plans

·         Developing supporting systems and procedures, monitoring and evaluation       


·         Developing the implementation action plan

·         Confirming funding arrangements

Topic 5

Implementing programs

·         Communicate roles and responsibilities to relevant stakeholders

·         Encouraging ongoing program participation

·         Monitoring changing client/client group needs, service delivery and own


Topic 6

Monitoring programs and work

·         Monitoring service delivery

·         Monitoring own performance

·         Maintaining own momentum and stakeholder participation

Topic 7

Evaluating programs and work

·         Seeking and evaluating feedback from consumers and other stakeholders

          to analyse performance against objectives

·         Identifying opportunities for program improvement

·         Modifying programs to improve outcomes

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment task 1: Group assessment

Assessment task 2: Group assessment

Assessment task 3: Individual assessment


Assessment Tasks

Assessment task 1: Prepare a stakeholder engagement plan.
Assessment task 2: Design a service program and plan for the program’s implementation.
Assessment task 3: Review a service program and report on the outcomes. 

Assessment Matrix

Students will be given an assessment marking guide for reference at the time that the assessment tasks are distributed.

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