Course Title: Work intensively with clients

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: HWSS5472C

Course Title: Work intensively with clients

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5330 - Diploma of Community Services Work

Course Contact : Zaina Nehme

Course Contact Phone: +61 3 9925 4552

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 deliver targeted specialised client services based on individual case management and intervention. This course may apply in a range of community service contexts.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCW503A Work intensively with clients


1. Provide high quality case work

Performance Criteria:

1.1 Make available to the client appropriate strategies and activities to facilitate achievement of agreed goals and to maximise outcomes within statutory, legislative and organisation requirements
1.2 Identify and effectively communicate the rights and responsibilities of clients to them
1.3 Employ appropriate processes to optimise outcomes when working with groups
1.4 Implement appropriate strategies to continually monitor the effectiveness of approaches in achieving agreed goals, enabling client access to relevant services and programs and meeting client and stakeholder needs
1.5 Negotiate any proposed changes with clients and other relevant parties
1.6 Respond appropriately to potential and actual difficulties and crises including:
- identifying a range of relevant strategies
- engaging behaviour consistent with organisation standards
- accessing relevant emergency services as required
- providing appropriate debriefing to relevant parties
1.7 Implement appropriate mechanisms to assess the need to change case plans and strategies
1.8 Where decisions are made to implement case closure, employ procedures consistent with organisation procedures


2. Enlist specialist services

Performance Criteria:

2.1 Assess the need for specialist services, considering:
- severity of client needs
- agreed goals and planned outcomes
- resources
- the degree of community and family support
- the workers skills and work capacity
2.2 Where referrals are made to specialist services, implement processes to ensure progress will be monitored


3. Establish transition processes

Performance Criteria:

3.1 Negotiate with relevant people, the need for ongoing resources, services and support
3.2 Make arrangements with relevant parties for participation in programs and other support activities
3.3 Negotiate appropriate levels of ongoing contact with client and significant others to ensure needs continue to be met once intensive work is completed

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 be supported and complemented by RMIT’s learning management tool "Blackboard". Other essential learning activities will take place during the workshops, and you will also be required to undertake independent studies. Some of the learning activities that you will undertake are:

  • Role plays
  • Group work
  • Case study analysis and discussion

Teaching Schedule

This course has been grouped for delivery and is part of a cluster called: Case Work. The other courses forming this cluster are: CHCCM503C Develop and monitor all aspects of case management and CHCC500B Conduct complex assessment referral. The delivery schedule for this cluster is found below:

1Preparing for assessment
  • Establish rapport with clients (effectively)
  • Identifying needs and priorities
  • Identifying and using appropriate assessment tools, different components, priorities for first assessment, appropriate timing to conduct assessment
  • Privacy, policies and procedures, consent, rights and responsibilities, explain assessment processes and use of information
  • Identify own limitations
  • Appropriate language and interpersonal skills to identify diverse client needs
  • How to gather information from the client (engagement)
2Assess Client Needs and Analyse Client Needs
  • Providing self-management of behaviour (clients to identify their needs and prioritise them)
  • Identify multiple and complex needs, assess for complexity, eligibility to identify service provision
  • Assess the need for specialist services and processes for monitoring (CHCCW503A)
  • Review changes in need, urgency and priority
  • Secondary consultation to assist in assessment
  • Risk management , to ensure safety of client and worker
3Evaluate assessment and referral and identify and refer to appropriate services
  • Stages of change
  • Coping strategies and skills– clients to identify these
  • Strength based approach (promoting better outcomes for the client), encourage/empower client’s self-advocacy
  • Work with client to identify and prioritise own needs
  • Collaborative decision making
  • Goal setting
  • Networking (liaising with services)
  • How to identify appropriate services (emphasis of appropriate)
  • Encourage clients to advocate on their behalf
  • Making appropriate referrals to services
4Case Management Meetings and developing an appropriate approach to case management
  • Case management models
  • Legislation about mandatory reporting
  • Changing in circumstances and impact on the service delivery
  • Seeking feedback from clients
  • Conduct regular reviews of services provision and client needs
  • Routine feedback on individual performance in client service delivery
  • Types of services involved in case management meetings
  • Structure and set up of a case management meeting
  • Case management plan
  • Work effectively with external stakeholders
  • Setting boundaries about roles and responsibilities
  • Client’s and family participation in case management meetings
  • Cultural considerations in aspects of case management planning
5Develop appropriate case management plan
  • Resolving conflict
  • Impact of values of all stakeholders on outcomes
  • Information about rights of appeal
  • Explore family and community needs and organisational responsibilities in assuring protection of rights
  • Develop case management plan to reflect initial needs
  • Identify short and long-term needs of client and other relevant parties
  • Develop action plans
  • Understanding complex and high risk situation
6Manage case work activities and processes and provide high quality case work
  • Outcomes indicating progress
  • Routine practices for monitoring and changing plan processes, assessing need for change against agreed goals, services, programs and client and stakeholder satisfaction
  • Appropriate strategies and activities available to the client to achieve goals and maximise outcomes (CHCCW503A)
  • Match requirements with worker’s experience, case load and catchment area
  • Employ appropriate processes to optimise outcomes when working with groups
7Dealing with conflict and crisis
  • Respond appropriately to potential and actual difficulties and crises; strategies, consistent behaviour, access emergency services, provide recovery (debrief)
8Case Closure
  • Preparing for case closure
  • Negotiate need for ongoing resource provision, services and support
  • Making arrangements for further participation in support programs and activities
  • Negotiate ongoing levels of appropriate contact with client and other to ensure needs continue to be met

Learning Resources

Prescribed Texts

No prescribed textbook required.


Other Resources

You will be provided with the resources and tools for learning in this course. These resources will also be available through Blackboard. You will also have access to the resources in the library.

Overview of Assessment

Assessment for this course is based on completion of three (3) pieces, all of which will be completed in class time. However there are elements of the final assessment task that requires some research by all students. Students will complete each task individually; however students will work in groups to achieve this outcome.
Students will form case management teams in week one (1) and remain in those teams for the duration of this course.

Assessment Tasks

This course has been clustered; all assessment pieces cross over each of the three (3) courses and builds on the previous assessment task, all documentation is designed to be part of a client case file. For this course you will be required to complete three assessment tasks:

 Assessment 1: – SCCT Assessment Tool: case study given in class to each case management team (student group) and must complete the SCTT assessment forms for that client.

Assessment 2: – Action Plan: using the knowledge gained about the case study client in AT1, students will develop a person centred, SMART goal orientated action plan based on the interests, needs and circumstances of the person.

Assessment 3: – Group presentations/attend a (mock) case management meeting and present client case file documentation: While in class students will build a case file of their case study client, in the final class students will be allocated a time to attend a case management meeting for their client. The meeting will be lead by the teacher acting as the case manager and run for approx. 15 mins per group. Students will have completed prior to this meeting an Individual Treatment Plan (ITP) and progress report for the client’s treatment with them. Each student is expected to have some background knowledge of the client need they are responsible for (this requires some research to be completed in student’s own time).

Assessment Matrix

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

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 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