Course Title: Develop, implement and review services and programs to meet client needs

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: HWSS5751C

Course Title: Develop, implement and review services and programs to meet client needs

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5244 - Diploma of Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact

Name and Contact Details of All Other Relevant Staff

Anne Fitzpatrick

Nominal Hours: 70

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

To gain entry into CHC51408 Diploma of Youth Work candidates must:

Be recognised, as competent through a recognised training package or recognition process, against the following compulsory units of CHC41808 Certificate IV in Youth Work:

CHCCOM403A Utilise targeted communication skills to build relationships
CHCCS400C Work within a relevant legal and ethical framework
CHCCS422B Respond holistically to client issues and refer appropriately
CHCYTH401B Engage respectfully with young people
CHCYTH402C Work effectively with young people in a youth work context
HLTHIR403C Work effectively with culturally diverse clients & co-workers
HLTWHS300A Contribute to WHS processes

Have suitable relevant youth sector experience and knowledge to indicate likely success at this level of qualification in a job role involving:

The application of knowledge with depth in some areas and demonstration of a broad range of technical and other skills
A wide range of tasks and skills in a variety of contexts, with a complexity in the range and choices of actions required
The exercise of discretionary judgement and decision making under general guidance.

Course Description

This course describes the knowledge and skills required to identify, develop, implement, monitor and review programs to meet the needs of clients.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS503B Develop, implement and review services and programs to meet client needs


Develop and implement programs for meeting client needs

Performance Criteria:

1 Undertake appropriate planning to ensure client needs are met
2 Put in place mechanisms to ensure client service information is recorded, maintained and applied to future client dealings so service developments are well informed and appropriate
3 Develop programs as required
4 Review client services in consultation with clients and other relevant people including primary health practitioners
5 Monitor client service delivery to ensure it upholds the organisation’s reputation, addresses individual client differences and meets duty of care responsibility
6 Identify and address problems in addressing client needs in accordance with organisation procedures
7 Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures
8 Maintain high standards of client service delivery in line with procedural and legislative requirements
9 Seek provision of services from other workers, agencies or primary health practitioners as required
10 Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures
11 Facilitate individual differences, rights, needs and preferences within programs
12 Incorporate special needs in the development of programs and services
13 Communicate the needs of clients to carers and other workers as required
14 Make available appropriate program resources


Identify programs and service requirements to meet client needs

Performance Criteria:

1 Use client information to target service provision for clients and to enable quality service to be provided
2 Investigate the needs of clients according to organisation procedures
3 Establish and apply procedures to monitor, assess and report client satisfaction with service delivery
4 Interact and consult with clients as required to monitor changing needs so they can be addressed
5 Seek advice or services from other workers or agencies or primary health practitioners as required


Monitor and review programs

Performance Criteria:

1 Ensure changes to client service are within policy and budgetary frameworks
2 Ensure the provision of training as required for implementation to meet changing client needs and community expectations
3 Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements
4 Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery
5 Undertake appropriate planning to ensure client needs are met
6 Develop required programs
7 Make referrals to external services as appropriate

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate your competency in the above elements.

Details of Learning Activities

Classes are scheduled on the last Friday of every month throughout the year. Students will be given readings in preparation for each workshop. Led by industry leaders, these workshops take students through a variety of in-class tasks and scenarios with the intention of extending their current working knowledge of Youth Work practice. The work undertaken in class is invaluable for the assessment tasks.
It is expected that time spent out of the classroom will be dedicated to completing the various assessment tasks listed below.
Students will be expected to make use of the Learning Hub as part of their on-line studies which are part of the course.

Teaching Schedule

This course will be delivered with  CHCCM503C Develop, facilitate and monitor all aspects of case management in the June workshop.

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

The assessment pieces for this unit of competency will be:

  • Project brief
  • Research paper
  • Case study and analysis

Assessment Tasks

The assessment tasks for this course are:

 RESEARCH PAPER - As part of this assessment task you will be required to read the policy framework “Positive pathways for Victoria’s vulnerable young people” (located on USB) and reflect on the implications of this framework on your current work practice Due September 26
PROJECT BRIEF - To research, implement and report on procedures and practices that will enable the establishment of a project. It involves working with colleagues in groups and teams focusing on the development of a project as a means of building capacity within a defined workplace environment. Due April 18
CASE STUDY AND SCENARIO ANALYSIS - A written assessment task which analyses persons, events, decisions, projects, policies, institutions, or other systems encountered within a youth work program, through an analytical framework. Due July 25


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