Course Title: Respond holistically to client issues and refer appropriately

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: HWSS5981C

Course Title: Respond holistically to client issues and refer appropriately

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C4337 - 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

Shannyn Harrison

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

Not applicable

Course Description

This course describes 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:

CHCCS422B Respond holistically to client issues and refer appropriately


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

Performance Criteria:

1  Assess the level of risk to the client and others directly involved using tools approved or adopted by the organisation
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  Identify and prioritise client’s current needs and available sources of assistance
4  Identify organisation’s capacity to meet range of client needs to be addressed
5  Apply accepted procedures to assess the option of bringing in specialist support and continuing to work with the client
6  Share relevant information with client about options and services available to enable them to make informed decisions
7  Provide the client with resources as appropriate
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  Define boundaries and use communication skills that will establish a trusting and respectful relationship
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
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:

1  Identify indicators of harm, neglect, abuse or risk of harm
2  Use observations, assessment tools and questioning to identify possible presenting issues
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
4  Apply organisation procedures for collecting and analysing client information
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:

1  Identify a client’s need for support internal and external to the agency
2  Implement appropriate procedures to address potential emergency or crisis situation
3  Comply with cultural obligations when working with clients
4  Work with the client and significant others where relevant to motivate, support and encourage the client
5  Identify current needs and sources of assistance, and give support as appropriate


Review effectiveness of services provided to meet client needs

Performance Criteria:

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

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

The learning activities for this course will include:
• peer learning
• group discussion
• group work
• analysis of reading material
• case study analysis

Teaching Schedule

This course will be delivered in semester two as per your student timetable.

Learning Resources

Prescribed Texts


Other Resources

These will be provided in class by your teacher and will include things such as additional reading materials.

Overview of Assessment

There are two assessment tasks for this course:
• Online quiz to be completed
• Procedure document to be completed

Assessment Tasks

The assessment tasks for this course are:
• Student are required to answer an online Question and Answer quiz (this will be comprised of both multiple choice and true/false questions) by the end of the final week of this class (12th September 2014)
• Using a case study scenario students are required to take on the role of a youth service manager and design a document that would be presented to staff and become a section of the organisational policy manual outlining what they need to do to respond holistically to client issues and refer them to other appropriate service providers or specialists where required. This will be due end of week following the final class (21st September 2014).

Assessment Matrix

This program in delivered in accordance with competency-based assessment. The grades are as follows:

  • CA: Competency Achieved
  • NYC: Not Yet Competent
  • DNS: Did Not Submit for assessment

Other Information

Assessment Tasks Submission Cover Sheet
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 the plagiarism implications.

It is strongly advised that you attend all workshops in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

You will receive verbal and written feedback by the teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency. Information regarding student feedback can be found at:;ID=9pp3ic9obks7  

Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. The Student progress policy can be found at:;ID=vj2g89cve4uj1  

Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Information regarding application for special consideration can be found at:;ID=g43abm17hc9w  

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. For more information on this policy go to Academic Integrity Web site:;ID=kw02ylsd8z3n  

Course Overview: Access Course Overview