Course Title: Respond holistically to client issues and refer appropriately

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: HWSS5454C

Course Title: Respond holistically to client issues and refer appropriately

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C4262 - Certificate IV in Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +(61 3) 9925 4115

Course Contact

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

There are no pre-requisite courses required.

Course Description

In this unit you will develop the knowledge and skills required to assess a range of client issues and refer appropriately.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS422A Respond holistically to client issues and refer appropriately


Analyse and assess information to determine appropriate course of action to be followed

Performance Criteria:

3.1 Assess the level of risk to the client and others directly involved using tools approved or adopted by the organisation
3.2 Follow organisation procedures and address legal requirements and duty of care obligations in responding to indicators of risk of abuse, neglect or harm
3.3 Identify and prioritise client’s current needs and available sources of assistance
3.4 Identify organisation’s capacity to meet range of client needs to be addressed
3.5 Apply accepted procedures to assess the option of bringing in specialist support and continuing to work with the client
3.6 Share relevant information with client about options and services available to enable them to make informed decisions
 3.7 Provide the client with resources as appropriate
3.8 Follow relevant State/territory legislation, organisation policies and procedures and duty of care obligations and legislative requirements in responding to indicators of actual or potential risk of abuse, neglect or harm


Establish interpersonal relationship with client

Performance Criteria:

1.1 Define boundaries and use communication skills that will establish a trusting and respectful relationship
1.2 Utilise facilitative communication skills to assist the client to identify areas of concern, to prioritise areas for immediate and longer term action and to determine options for action and workable strategies to address their priority areas
1.3 Share relevant information with client about options and services available to enable them to make informed decisions


Identify the range of issues impacting on the client and assess client needs

Performance Criteria:

2.1 Identify indicators of harm, neglect, abuse or risk of harm
2.2 Use observations, assessment tools and questioning to identify possible presenting issues
2.3 Seek information from a range of appropriate sources to determine the range of issues that may be affecting the client within organisation policies and procedures regarding autonomy, privacy and confidentiality
2.4 Apply organisation procedures for collecting and analysing client information
2.5 Examine all client information to determine the degree to which other issues may impact on the possible services that can be provided by the organisation


Refer client to other services to provide coordinated support

Performance Criteria:

4.1 Identify a client's need for support internal and external to the agency
4.2 Implement appropriate procedures to address potential emergency or crisis situation
4.3 Comply with cultural obligations when working with clients
4.4 Work with the client and significant others where relevant to motivate, support and encourage the client
4.5 Identify current needs and sources of assistance, and give support as appropriate


Review effectiveness of services provided to meet client needs

Performance Criteria:

5.1 Review outcomes in accordance with organisation procedures and in consultation with clients, carers and significant others, case managers and other service providers
5.2 Complete document/s as required and in line with organisation procedures

Learning Outcomes

By completing this unit you will achieve and demonstrate competence in the following elements:

  1. Establish interpersonal relationship with client
  2. Identify the range of issues impacting on the client and assess client needs
  3. Analyse and assess information to determine appropriate course of action to be followed
  4. Refer client to other services to provide coordinated support
  5. Review effectiveness of services provided to meet client needs

Details of Learning Activities

This unit is one of three which are focused around the 300 hours of work placement. students must complete.  Classes are held thrroughout the year and look sspecifically at working with clients. in a holistic manner. Why that is important is discussed and how to ensure good practice is delivered at all times.

Teaching Schedule

Classes for this unit are held throughout the year.

Learning Resources

Prescribed Texts


Other Resources

RMIT Library
The University Library provides extensive services, facilities and study space as well as comprehensive collections of books, periodicals and other course related materials, such as DVD’s, magazines, slides, films etc. Computer laboratories with access to a wide range of desktop publishing software are also available. The library also has an expanding virtual collection of electronic resources and networks, including product data, e-books, electronic journals and newspapers, web based tutorials, online reference and document delivery services etc., all of which are accessible on campus, and off campus 24 hours per day. More information on library resources and services can be found at: 
If you need additional support, visit RMIT’s Learning Lab, either in person or online:

Overview of Assessment

This unit forms a major part of the practical placement component of this qualification. Assessment is undertaken within the work environment. Students are required to assess their own level of competency during their placement period which is then discussed and confirmed with their workplace supervisor and placement coordinator.

Assessment Tasks

Assessment for this competency involves students answering a series of questiond about aspects of their work placement which relate to the unit.  The written response of 400 - 600 words is due in October.

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. An application for extension of time must be lodged with your tutor or the course coordinator as early as possible, and no later than one working day before the due date for submission.
You can apply for extension using the University’s Extension Application Form – – or by emailing your course coordinator or tutor directly.
An extension of up to seven calendar days may be granted if good reason can be demonstrated. Include supporting evidence (such as medical certificates) with your application.
Extensions beyond seven calendar days cannot be granted by course coordinators, tutors or the School. To apply for an extension of time greater than seven calendar days you must lodge an application for Special Consideration.

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: 

Penalties for Late Submission
If you have not been granted an extension or special consideration, late submission will be penalised as follows:

  1. Assessment tasks submitted after the due date of submission shall receive a penalty of five per cent of the grades available for that assessment per day for each day late.
  2. No assessment task shall be accepted more than three weeks after the due date without special consideration.

Assessment Appeals
If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:

  • You believe an error has occurred in the calculation of the grade; or,
  • You believe the assessment did not comply with criteria published in the Course Guide; or,
  • You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).

Full details of the procedure (including appeals procedure) can be located at this RMIT site:

Assessment Matrix

Other Information

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: The RMIT library provides tools to assist with your 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 –;ID=sg4yfqzod48g1 – and the RMIT Student Discipline Statute and Regulations -;ID=11jgnnjgg70y 

Plagiarism Software
The originality verification software Turnitin may be used in this course. For details, see:

Course Overview: Access Course Overview