Course Title: Coordinate complex case requirements

Part B: Course Detail

Teaching Period: Term2 2019

Course Code: HWSS6105C

Course Title: Coordinate complex case requirements

School: 365T Global, Urban and Social Studies

Campus: City Campus

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

Course Contact: Melinda Brown

Course Contact Phone: 9925 4580

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 75

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 coordinate multiple service requirements for clients with complex needs within a case management framework.

Workers at this level work under supervision within established guidelines but take on a team leadership role in the coordination of services and service providers.

This unit applies to work in a range of health and community services contexts.

This unit is delivered and assessed in a cluster with:

CHCCSM007 Undertake case management in a child protection framework

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCSM004 Coordinate complex case requirements


1. Establish coordination function

Performance Criteria:

1.1 Work with the client and other services to determine the service provision requirements

1.2 Negotiate collaborative working arrangements for all services involved

1.3 Develop a plan to identify all available services, their appropriateness, timeframes and expected outcomes

1.4 Work with the services to agree coordination requirements and boundaries


2. Support the client to access multiple services

Performance Criteria:

2.1 Identify, implement and maintain duty of care responsibilities

2.2 Provide information to the client about the coordination role

2.3 Work with the client to establish communication requirements

2.4 Assess need and arrange interpreter, according to clients needs

2.5 Work with the client and other services to identify barriers to attaining outcomes

2.6 Work with the client to prioritise needs and communicate these with service providers

2.7 Facilitate case conference and meetings to coordinate responsibilities and roles

2.8 Work with other services to minimise client confusion and concerns in a coordinated manner


3. Monitor client progress

Performance Criteria:

3.1 Facilitate communication between service providers to identify and manage service duplication

3.2 Work with the client and services to monitor progress toward outcomes

3.3 Obtain client feedback about services

3.4 Identify and implement further support required to meet changing needs and progress towards outcomes

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 group discussions, and exercises are conducted to apply learning. Time in class is spent working on applied assessment tasks.

Teaching Schedule


Complex cases and case management

  • Defining complex cases
  • Child protection framework and system in Victoria
  • Responsibilities, duty of care and risk
  • Child centred practices


Understanding abuse, harm and risk

  • The cause and effects of abuse, harm and indicators of risk
  • Theories of vulnerability and resilience
  • Childhood development
  • Change process


Preparing case plans with children and young people

  • Conducting assessments and encouraging participation in planning
  • Identifying strengths and protective factors
  • Strategies, goals and interventions, taking into account cultural needs, family dynamics and the community
  • Developing contingency plan and responding to crisis


Case planning workshop

  • Participate in a case planning workshop



Coordinating support and services

  • Implementing case plans
  • Working with service providers and developing contracts
  • Establishing and implementing monitoring and review processes


Coordinating and participating in case conferences

  • Convening meetings and preparing participants
  • Managing conflict and negotiating change
  • Preparing case histories


Undertaking case closure

  • Evaluating and reflecting on outcomes and
  • Negotiating closure and managing handover
  • Reflecting on and improving performance

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment


This unit is assessed in a cluster with CHCCSM007 Undertake case management in a child protection framework.

This unit is assessed in a cluster with CHCCSM004 Coordinate complex case requirements

There are five assessment tasks consisting of

  • Preparing case plans
  • Coordinate support and case conferences
  • Case evaluation and closure
  • 2 online quizzes


Assessment Tasks

Assessment task 1: Assess the needs of scenario-based clients and develop case plans.

Assessment task 2: Coordinate support, service delivery and a case conference.

Assessment task 3: Manage the closure of cases.

Assessment task 4: Complete one online, self-paced quiz on the key issues and concepts relating to case management for complex needs.

Assessment task 5: Complete one online, self-paced quiz on the key issues and concepts relating to case management for child protection clients.

Assessment Matrix

A marking rubric for each assessment task is located on Canvas

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