Course Title: Coordinate complex case requirements

Part B: Course Detail

Teaching Period: Term1 2021

Course Code: HWSS6105C

Course Title: Coordinate complex case requirements

School: 375T Vocational Design and Social Context

Campus: City Campus

Program: C5360 - Diploma of Financial Counselling

Course Contact: Mary-Josephine Wallwork

Course Contact Phone: +61 3 9925 3983

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 course describes the skills and knowledge you will need in order to coordinate multiple service requirements for clients with complex needs within a case management framework.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCSM004 Coordinate complex case requirements


E1. 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



E2. 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


E3. 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

In-class (campus-based and online classroom) activities:

  • teacher directed group activities/projects
  • peer teaching
  • group discussion
  • class activities to review discussions/lectures
  • role play activities

Out-of-class activities:

  • independent project-based work online and other research
  • independent study

Teaching Schedule

Workshop one

(2 days)

Introduction to unit and context for cluster – discuss assessment process Working with the client to determine service provision requirements

-how this works for financial counselling and other referral areas covered in Complex Needs Cluster, such as homelessness/housing, mental health, AOD, dual diagnosis


Assessment task to be completed in class


Collaborative working arrangements for all services and client what this means

why this is important and how to achieve it


Workshop two

(2 days)

Working with the client to access multiple services

duty of care – identify, implement, maintain duty of care Communication requirements: collaborative practices, interpreters, etc.

barriers – recognising these, identifying with client, working with barriers

prioritising needs with client and communicating these needs with service providers Case conferences – facilitating these (what is required)


Assessment task to be completed in class


Multi-service providers and communication protocols, style and efficacy

How to facilitate communication between service providers to identify and manage service duplication

Monitoring progress with client and services Obtaining client feedback


Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Your knowledge and understanding of course content is assessed through:

  • Knowledge questions
  • Simulated work place activities

Assessment Tasks

This course is assessed in accordance with competency-based assessment. To demonstrate competency in this course you will need to complete the following assessment tasks to a satisfactory standard. You will receive feedback from the teacher when you have completed the assessment tasks. You should refer to the assessment plan which is available on Canvas for details of each assessment task and for detailed assessment criteria.

Assessment task 1: Role Play

Assessment task 2: Knowledge Questions

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These matrices are available with the assessment tasks 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