Course Title: Provide services to clients with complex needs

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: HWSS5760C

Course Title: Provide services to clients with complex needs

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5318 - Diploma of Community Services (Alcohol, other drugs and mental health)

Course Contact : Mandy Morrison

Course Contact Phone: +61 3 9925 4065

Course Contact

Name and Contact Details of All Other Relevant Staff

Iren Citler
9925 4914

Nominal Hours: 60

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 required by community workers to provide services to people with complex needs.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS504B Provide services to clients with complex needs


2.Develop strategies to engage clients with one or more identified needs

Performance Criteria:

2.1Recognise impacts of stigma associated with complex needs on an individual, their family and significant others and on the community
2.2.Undertake a work health and safety (WHS) assessment of the environment and personal safety
2.3Apply appropriate personal boundaries
2.4Demonstrate rapport building techniques and trust development with the client
2.5Use appropriate strategies and procedures to identify and respond to potential behavioural issues
2.6Observe and monitor behaviour to identify behavioural risk
2.7Respond to behavioural risk to ensure safety of client and self and report and/or refer appropriately


3.Assess and prioritise need

Performance Criteria:

3.1Identify needs in conjunction with the client
3.2Assess client safety needs in conjunction with the client
3.3Determine priorities in conjunction with the client
3.3Coordinate a plan in conjunction with the client to address identified needs
3.4Recognise circumstances in which a service and/or worker is no longer able to provide the level of service required


4.Refer and follow up identified needs

Performance Criteria:

4.1Access and/or negotiate resources in order to deliver identified services
4.2Communicate with other organisations and share information in accordance with appropriate protocols and relevant legislation
4.3Determine all service providers' understanding of the service delivery plan and their roles and responsibilities within that plan
4.4Seek feedback from the client and/or their advocate when evaluating effectiveness of the service delivery plan
4.5Seek advice and assistance from relevant professionals where appropriate when the client's goals are not being reached


1.Work with clients facing a range of issues

Performance Criteria:

1.1Apply a demonstrated understanding of issues that client may face including:
- mental health
- imprisonment
- family violence
- homelessness
- child protection
- disability
- trauma/grief
- acquired brain injuries
- cultural issues
1.2Apply a demonstrated understanding of associated and impacting issues:
- access and equity to services in the wider social environment
- trauma/grief
- health
- cognitive/social
- personal safety
1.3Recognise the impacts complex issues may have on significant others

Learning Outcomes

By completing this course you will achieve the learning outcomes as identified by the above mentioned elements.

You will work with clients to assess, provide and refer services to meet their their complex care requirements.

Details of Learning Activities

The course is made up of a mixture of: workshops facilitated by leading industry experts, small group assignments and work-based reflections and assessments which encourage experiential learning. This range of learning and assessment methods is a deliberate attempt to harness and utilise your diverse skill base and current capacity to work in the sector. Guest facilitators and speakers will be brought in from a wide range of disciplines and service areas to enhance your learning. Areas to be covered will include: clinical and non-clinical assessment and management, culturally sensitive practice, counselling and support, forensic services and pharmacotherapy. There will also be opportunities for you to share your knowledge and expertise via small group work and larger group presentations. Trainers and facilitators will be required to draw on the wide-ranging skills and expertise of the leaner group – thus ensuring material is relevant and meaningful.

Teaching Schedule

This course is designed to ensure you complete the full program with an understanding of how to provide supportive services to clients within the context of complex needs. This will be done through a series of integrated workshops throughout the year. You will recieve a complete workshop schedule at your first class and this will be available on Blackboard.

Every weekly workshop throughout this course will relate directly to providing services to cients with complex needs.

Learning Resources

Prescribed Texts


Other Resources

Learning resources such as unit reading and unit references will be provided to all students via their program folders and also placed within the blackboard site as required.

Overview of Assessment

You will be assessed on your skills to assess and implement a services to complex care clients within an integrated and multi-staged case study. This course will be assessed via a number of class based and work-integrated tasks. To be deemed competent in this course you will be required to demonstrate your skills knowledge and attitude through a five staged case study. Each stage will require you to complete a number of activities and present work to be reviewed by your peers and teachers/assessors. In addition to the written work submitted you will be required to present aspects of your work to the class and undertake simulated in-class role plays.

Assessment Tasks

There are three major assessment tasks which meet the critical aspects of the nineteen (19) units of competency which make up the Diploma of Community Services. All assessments within this course are designed to complement learner’s work within the community services sector.

Case Study:
In workshop one you will be introduced to your own case study which is reflective of the current client and family groups you work with. The journey you take with this client will become part of a major assessment task as groups develop assessment tools and case plans to meet the ever-changing needs of their client.
To be marked as competent in this assessment task you must:
Demonstrate high-level judgement and autonomy required to effectively work with people with complex and/or multiple issues
Select and apply assessment tools appropriately
Identify and manage risk (including self harm and suicide)
Provide opportunities for meaningful consumer and carer engagement
Make whole life assessments
Work within a recovery focused framework
Apply relevant monitoring and review techniques

Research Project:
You will undertake a research activity to provide evidence to support your choice of underpinning principle of practice. You will be required to explore how it is applied when working with clients who experience both AOD (Alcohol and Other Drug) and Mental Health issues. You will be required to identify opportunities for the implementation or change within the current professional practice and apply these principles to your work with your case study.
To be marked as competent in this assessment task you must demonstrate your knowledge and understanding of:
How to undertake research
Principles guiding ethical gathering of information
Evidenced based best practice
And their ability to:
Identify practices requiring change
Communicate with stakeholders
Gather and analyse evidence
Identify possible practice changes based on evidence

Assessment Matrix

This program in delivered in accordance with competency-based assessment, grades include:

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

Other Information

Cover sheet for Submissions
You must include a completed submission coversheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.
Academic Integrity:;ID=kw02ylsd8z3n

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

You will receive verbal and written feedback on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your projects.
Student feedback at RMIT:;ID=9pp3ic9obks7

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

Special consideration policy (late submissions)
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.
Special consideration, appeals and discipline:;ID=qkssnx1c5r0y

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy go to Academic Integrity:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview