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

Part B: Course Detail

Teaching Period: Term1 2015

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: C5331 - 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

Alex Dinsdale

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


Course Description

In this course you will develop the knowledge and skills required to identify, develop, implement, monitor and review programs to meet the needs of clients in a range of community service contexts.  You will focus on services and programs to address specific client issues in areas of work such as disability, mental health and alcohol and/or other drugs.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

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


1. Identify programs and service requirements to meet client needs

Performance Criteria:

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


2. Develop and implement programs for meeting client needs

Performance Criteria:

2.1 Undertake appropriate planning to ensure client needs are met
2.2 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
2.3 Develop programs as required
2.4 Review client services in consultation with clients and other relevant people including primary health practitioners
2.5 Monitor client service delivery to ensure it upholds the organisation's reputation, addresses individual client differences and meets duty of care responsibility
2.6 Identify and address problems in addressing client needs in accordance with organisation procedures
2.7 Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures
2.8 Maintain high standards of client service delivery in line with procedural and legislative requirements
2.9 Seek provision of services from other workers, agencies or primary health practitioners as required
2.10 Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures
2.11 Facilitate individual differences, rights, needs and preferences within programs
2.12 Incorporate special needs in the development of programs and services
2.13 Communicate the needs of clients to carers and other workers as required
2.14 Make available appropriate program resources


3. Monitor and review programs

Performance Criteria:

3.1 Ensure changes to client service are within policy and budgetary frameworks
3.2 Ensure the provision of training as required for implementation to meet changing client needs and community expectations
3.3 Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements
3.4 Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery
3.5 Undertake appropriate planning to ensure client needs are met
3.6 Develop required programs
3.7 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 competency in the above elements.

Details of Learning Activities

The learning activities for this course will include:

  • media clips
  • group discussion
  • case study analysis

Teaching Schedule

The teaching schedule for this course is as follows:

1  12/10/15

  • Identify programs and service requirements to meet client needs

2  27/10/15

  • Develop and implement programs for meeting client needs

3  2/11/15

  • Develop, implement, Monitor and review programs

Learning Resources

Prescribed Texts


Other Resources

Additional resources will also be available in ‘Blackboard’. A set of readings will be made available to you including journals and texts that may support you in the program.

Overview of Assessment

In this course you will develop specific communication skills required to meet the needs of the client in a range of community services contexts, focusing on services and programs that address specific client issues.
The assessment activities for this course will reflect this knowledge and skill and will consist of:
1. Role Play/Simulation
2. Oral/Written Questions
3. Case Study Scenarios.

Assessment Tasks

There is one assessment task for this course, due 2 November 2015.

Service Research Portfolio

• Students will be required to collate a portfolio of programs or services appropriate to the needs of a specific client outlined in a case study
• Students will need to bring supporting evidence in the form of pamphlets, posters, websites or other collateral for a minimum of five services.
• Students will need to articulate to assessor why and how the services would be appropriate for client

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant course. These are available from the Program Co-ordinator.

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


  • A Police Check and Working with Children Check – This course requires both documents before placement can begin

Course Overview: Access Course Overview