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

Part B: Course Detail

Teaching Period: Term2 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

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


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


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

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

Students will attend workshops where course content is delivered through PowerPoint presentations, case studies, group discussion and activities and planning for the assessment task for the unit

Teaching Schedule

Week One

Skills for developing a program to meet a client’s needs including:

- consulting effectively with clients

Week Two

- responding to specific clients needs by developing an appropriate service response to meet the needs of a young person

Week Three

- establishing and maintaining a network of service providers, including health practitioners for feedback and referral where needed

- working within organisational policies and procedures

Learning Resources

Prescribed Texts


Other Resources

Resources for the course will be provided in class and in Blackboard

GUSS Skills Central ( is a site developed specifically for students in the School of Global, Urban and Social Studies at RMIT. It provides links to a range of resources for supporting student work on assessments and negotiating university studies more generally.

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

1) Case study on developing, implementing and evaluating a youth work program for a young person

2) Develop a program for a young person to address their needs, review and evaluate the program to meet changing client needs

Assessment Matrix

Provided by the teacher

Other Information

Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:

Cover Sheet for Submissions
Hardcopy: you must complete a submission cover sheet for every piece of work submitted in hardcopy.
E-Submission: you will complete an e-Declaration for every piece of work submitted online.
The signed cover sheet or e-Declaration acknowledges that you are aware of the plagiarism implications.

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.

Applying for Special Consideration
If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see:

Assessment Appeals
If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:
a) You believe an error has occurred in the calculation of the grade; or,
b) You believe the assessment did not comply with criteria published in the Course Guide; or,
c) You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).
Full details of the procedure (including appeals procedure) can be located at this RMIT site:

Academic Integrity
Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source.
If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website:
The RMIT library provides tools to assist with your referencing

Plagiarism and Collusion
Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism is not acceptable.
Examples of plagiarism include:
• Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
• Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
• Piecing together text from one or more sources and adding only linking sentences;
• Copying or submitting whole or parts of computer files without acknowledging their source;
• Copying designs or works of art and submitting them as your original work;
• Copying a whole or any part of another student’s work; and
• Submitting work as your own that someone else has done for you.
• Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.
For further information, please see the RMIT Plagiarism Policy –;ID=sg4yfqzod48g1 – and the RMIT Student Conduct Regulations –;ID=r7a7an6qug93

Plagiarism Software
The originality verification software Turnitin may be used in this course. For details, see:

Complaints Procedure:
RMIT University is committed to providing a harmonious study and work environment for all students and staff. The University recognises your right to raise concerns about academic, administrative or support services without recrimination and has policies and procedures to assist in the resolution of complaints.
Most issues are resolved at the local level and you are encouraged to take steps to resolve your issue locally. The student complaint procedure details steps to take if your problem is not resolved or you believe the response you received is unreasonable.
Student Complaints Policy:
Student complaints Procedure:;ID=i1lexipvjt22
Student Complaints Form:

Course Overview: Access Course Overview