Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2017

Course Code: HWSS6090C

Course Title: Establish and manage client relationships

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C5346 - Diploma of Alcohol and Other Drugs

Course Contact: Chris Walters

Course Contact Phone: 9925 8268

Course Contact Email: chris.walters@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Iren Citler

iren.citler@rmit.edu.au

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

Relevant industry experience or completion of relevant qualification.

Course Description

This unit describes the skills and knowledge to establish and manage professional one-to-one relationships with clients in the context of providing an ongoing health service or intervention. This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.

 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 as a cluster with:


CHCCSL003 – Facilitate the counselling relationship

CHCCSL001 – Establish and confirm client relationships


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM006 Establish and manage client relationships

Element:

1. Establish professional relationship with the client

Performance Criteria:

1.1 Establish relationship within appropriate professional boundaries

1.2 Build trust and respect through use of effective communication techniques

1.3 Identify and respond to client special needs

1.4 Communicate in ways that take account of cultural considerations

1.5 Exercise discretion and confidentiality

Element:

2. Manage client interactions

Performance Criteria:


2.1 Use a collaborative and person centred approach when working with clients

2.2 Use motivational interviewing as a basis for client interactions

2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions

2.4 Support the client to identify and articulate key information that supports the provision of service

2.5 Encourage clients to voice queries or concerns and address these appropriately

2.6 Respond to difficult or challenging behaviour using established techniques

2.7 Maintain professional integrity and boundaries at all times

2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral

Element:

3. Provide effective responses to client enquiries

Performance Criteria:

3.1 Select the most appropriate mode of communication for the information being provided

3.2 Use language and terminology that the client will understand

3.3Present information clearly and with sufficient detail to meet client needs

3.4 Confirm with client that the information has been understood and address any unresolved issues


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

In class: Lectures, discussions and group work


Teaching Schedule

 

ClassTeacherTopicContentElements of competencyResourcesAssessment due dates
13: May 11thIren CitlerTherapeutic relationshipsCHCCOM006: Establish and manage client relationships1.1,1.2,1.3,1.4,1.5
2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8
3.1,3.2,3.3,3.4
  
14: May 18th Therapeutic relationshipsCHCCOM006: Establish and manage client relationships1.1,1.2,1.3,1.4,1.5
2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8
3.1,3.2,3.3,3.4
 Peer review meeting
15: May 25th Therapeutic relationshipsCHCCOM006: Establish and manage client relationships1.1,1.2,1.3,1.4,1.5
2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8
3.1,3.2,3.3,3.4
  
16: June 1st Therapeutic relationshipsCHCCOM006: Establish and manage client relationships1.1,1.2,1.3,1.4,1.5
2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8
3.1,3.2,3.3,3.4
  

 

 

 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

 

Your knowledge and understanding of course content is assessed through:

  • Practical demonstration of skills
  • Case study scenarios
  • Written assignments/questions


Assessment Tasks

Assessment Task 1: Quiz

This task requires you to research and respond to an online quiz which is available through ’Blackboard’

Assessment Task 2: Case study
In this task you will be allocated a fictional client who requires case management. you will be required to create a file and complete relevant documentation for the client in accordance with state and federal legislation


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: rmit.edu.au/students

Cover Sheet for Submissions

You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of implications of plagiarism.

Attendance

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 an Extension

Extension of time for assessment tasks may be granted where circumstances beyond your control prevent submission by the published due date. Speak with your teacher or course coordinator regarding applying for an extension.

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

Academic Integrity

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

Plagiarism Software

The originality verification software Turnitin may be used in this course. For details, see: http://www.turnitin.com

Complaints Procedure:

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

Police Checks

Students must obtain their own police check by the due date and pay the associated costs. Students who do not obtain a required police clearance by the due date shall not be able to undertake a practical placement or work experience activity that requires a Police Check.

The University shall not be obligated to organise a placement for a student who does not wish to obtain a Police Check.

Where required by the workplace, students shall provide a copy of their police check on request.

If a student is rejected by a workplace on the basis of a Police Check, the following actions shall occur, as appropriate:

-               advise the student of the outcome; and

-               discuss placement options with the student; and/or

-               provide program and career counselling.

RMIT will not store Police Checks on student files.

Early Termination of Placement

Under section 6 of the WIL Procedure, a placement may be ended early by the host organisation or School due to the student’s conduct and/or performance during the placement.

Possible reasons for such decisions may include, but are not limited to-

  • failure to follow processes required for safety
  • breach of client or patient confidentiality
  • failure to comply with the instructions of supervisors
  • or other unprofessional behaviour

Where a placement ends early, a meeting will be convened to discuss the sequence of events that led to the termination. This meeting will precede any consideration of a student’s progress by the Progress Panel (if applicable) or Program Assessment Board.

 

Course Overview: Access Course Overview