Course Title: Work effectively in the community sector

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: HWSS5505C

Course Title: Work effectively in the community sector

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C3262 - Certificate III in Aged Care

Course Contact : Susan Russell

Course Contact Phone: +61 3 99254637

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 40

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

Not Applicable.

Course Description

This unit of competency describes the skills and knowledge required to work effectively in a community work or service delivery setting with communities, clients, carers, staff, visitors, suppliers and others to meet established work requirements

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS411A Work effectively in the community sector


Communicate effectively in a community work or service delivery setting.

Performance Criteria:

1. Develop, review and revise personal skills in communication as an ongoing priority to address work role requirements
2. Exercise caution in communicating personal information by oral and written means to ensure confidentiality of client and staff matters
3. Routinely apply workplace protocols and procedures in all workplace communication to support accuracy and understanding of information provided and received
4. Recognise individual and cultural differences and make any adjustments in communication needed to facilitate the achievement of identified outcomes
5. Conduct interpersonal communication with clients and colleagues in a manner that enhances a person-centred or community-centred approach consistent with work role requirements
6. Take appropriate measures to resolve conflict and interpersonal differences in the workplace


Demonstrate commitment to relevant values and philosophy underpinning work in the sector.

Performance Criteria:

1. Demonstrate consideration and understanding of the underpinning values and philosophy of the sector and the work area
2. Demonstrate a commitment to access and equity principles in work in the sector
3. Identify personal values and attitudes and take into account when implementing work activities


Maintain work standards.

Performance Criteria:

1. Identify relevant organisation policies and procedures relating to awards, standards and legislative requirements of own work role and clarify any uncertainties with appropriate personnel
2. Contribute to identifying and implementing improved work practices
3. Comply with relevant accreditation and standards applying to work undertaken
4. Demonstrate understanding and focus on achieving organisation goals and objectives in all work undertaken
5. Respond positively to changes to improve work practices and procedures in accordance with organisation requirements
6. Identify issues requiring mandatory notification and report to supervisor and/or an appropriate authority
7. Reflect and identify own scope of practice within each work context


Reflect on own practice.

Performance Criteria:

1. Undertake self-evaluation in conjunction with supervisors and/or peers
2. Provide and receive open and evaluative feedback to and from co-workers
3. Actively seek constructive feedback relevant to work role and accept it non-defensively


Take responsibility for personal skill development.

Performance Criteria:

1. Seek advice from appropriate persons on areas for skill and knowledge development
2. Identify options for accessing relevant skill development opportunities and initiate action in consultation with manager
3. Undertake designated skill and knowledge development and maintenance activities of the organisation
4. Identify and prioritise personal work goals in accordance with organisation requirements


Work effectively within the community services system.

Performance Criteria:

1. Develop knowledge of different sectors involving community work and/or service delivery and how inter-relationships between these sectors affect own work
2. Work with awareness of the roles of various organisations involved in community work and/or service delivery
3. Demonstrate respect for workers from different sectors, levels and agencies within the industry
4. Gain and maintain awareness of current issues influencing community work and/or service delivery, including issues for Aboriginal and Torres Strait Islander peoples


Work ethically.

Performance Criteria:

1. Follow ethical guidelines in decision-making in all work undertaken with an awareness of potential ethical complexity in own work role
2. Reflect understanding and compliance with the principles of duty of care and legal responsibilities in all work undertaken
3. Refer any breach or non adherence to standard procedures or adverse event to appropriate personnel
4. Maintain confidentiality of any client matter in line with organisation policy and procedure, regulatory requirements and/or code of practice
5. Show respect for rights and responsibilities of others through considered application of work practices
6. Reflect current working knowledge and understanding of employee and employer rights and responsibilities in all work undertaken
7. Recognise, avoid and/or address any conflict of interest

Learning Outcomes

The learner will be able to confidently demonstrate the essential knowledge of this unit including the awareness of own biases, beliefs and emotional issues, basic knowledge of contemporary employment terms and conditions in the workplace and of broad knowledge of legal and ethical framework in community work and/or service delivery, including: occupational health and safety (OHS),  access, equity and anti-discrimination, privacy and responsibilities in relation to mandatory reporting requirements where relevant . the learner will be able to identify current issues facing older people and understand the professional boundaries and need to refer appropriately of their role in duty of care, confidentiality of information and ethical decision making in relation to specific work role and responsibilities, as well as understanding of what constitutes a breach of these and potential ramification of such a breach. Their skills will allow them to implement the relevant organisations procedures relating to safety issues and prevention in community services work, including basic home fire safety, emergency response, security, own responsibilities within the workplace . They will be able to apply their skills with in a work environment using their knowledge of values, principles and ethics underpinning work in the sector including; holistic and person-centred support and services community work people’s needs and rights including duty of care, principles of access and equity and human rights and principles of client safety . The learner will be able to apply decision making and problem solving skills as required to constructively achieve identified out comes in line with work role, communicate effectively about importance of issues relating to environmental responsibilities and sustainable practise and opportunities to address them. Some of these specific work roles may include, interpreting and following verbal and/or written instructions, seeking clarification of tasks, providing information. They will continuously improve their  skills by participating in appropriate professional development activities on an ongoing basis, including: maintaining own skills and knowledge and ongoing development, being open to learning new ideas and techniques in a range of settings, sharing workplace information with others, use initiative in responding to challenging situations and individuals,  work as part of a team or as a sole worker, work in a non-judgemental manner.

Details of Learning Activities

Learners will participate in class room discussions, problem solving within individual and team groups. They will be encouraged to express their concerns and ideas both negative and positive. They will participate in role play scenarios in a simulated environment within the frame work of expected outcomes and discuss the reality of the outcomes via their own/trainers experience with in the appropriate work environment. They will participate in questionnaires, case studies and practical placement. All within the contents of this unit.

Teaching Schedule

The teaching schedule is designed in a time table format, outlining the specific elements linked to specific units that will be taught on the said session and double up as a lesson plan. Scenarios, case studies, questionnaires, role plays, viewing DVDs and class discussions will be designed using the appropriate contents matching up with the performance criteria. As this unit is quite intense it is suggested that all learners attend each session, and is presented in a manner to cater for all individuals own learning strategy.

Learning Resources

Prescribed Texts


Other Resources

Learning resources are provided via booklets created to cover the essential information referring to the unit applied and are supplied to all learners attending the program. Updated handouts are also given to all students and frequent face to face discussion re dvd’s that may be viewed.

Overview of Assessment

If the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on ’What if?’ scenarios.  Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioninairs  on essential knowledge and skills and consideration of required attitudes.  Where performance is not directly observed and/or is required to be demonstrated over a ’period of time’ and/or in a ’number of locations’, any evidence shall  be authenticated by colleagues, supervisors, clients or other appropriate persons.  

Assessment Tasks

A leaner must be able to demonstrate an understanding of the essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit. Assessments methods have been designed to achieve the competencies of this unit in a flexible manner and over a range of assessment tasks. Learners will participate in 100 hours of practical placement to demonstrate their essential knowledge and skills to meet the competencies and expected outcomes of this unit. Students will need to complete a practical placement competency matrix, signed and witnessed by the appropriate authorities to ensure the ability to perform their expected tasks meet the criteria of competencies for this unit.

Assessment Matrix

Course Overview: Access Course Overview