Course Title: Manage the delivery of quality services to clients

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: BUSM6481C

Course Title: Manage the delivery of quality services to clients

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C6126 - Advanced Diploma of Disability

Course Contact : Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact

Name and Contact Details of All Other Relevant Staff

Contact: Renee Costa
Contact phone: +61 3 9925 0886
Contact email:

Nominal Hours: 90

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 manage resources and systems to deliver quality client services within complex or changing circumstances. This course may apply in a range of community service contexts.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS604B Manage the delivery of quality services to clients


1.Mange service delivery to address client needs

Performance Criteria:

1.1Ensure appropriate and accurate records of client needs and service delivery options are developed and maintained
1.2Identify barriers to client services in consultation with clients
1.3Apply understanding of relevant options for service delivery to match services to client's needs and rights
1.4Take all available opportunities to promote client services and their benefits
1.5Ensure the strategic direction of the organisation, individual and community needs and external requirements guide the provision of client services
1.6Develop and implement performance indicators to routinely monitor client service delivery


2.Plan client service delivery

Performance Criteria:

2.1Ensure service delivery planning includes client involvement in negotiation and agreement on appropriate goals, strategies and outcomes
2.2Identify strategies to deal with contingencies which may arise
2.3Identify relevant people and organisations to provide support and expertise to maximise effectiveness of service delivery
2.4Routinely collect and analyse information on clients and delivery options to ensure services delivered reflect client needs and rights, current best practice, organisation and legislative guidelines, ethical practices and duty of care considerations


3.Review client services

Performance Criteria:

3.1Routinely review matching between client requirements and service delivery
3.2Involve client and all other relevant personnel in review of service delivery
3.3Monitor changes in circumstances, environmental factors or alterations to client needs and rights and incorporate in review of service delivery
3.4Modify client service to reflect changing needs and rights and feedback on effectiveness of service delivery
3.5Undertake appropriate work to ensure client concerns about service are resolved and complaints of a serious nature dealt with in accordance with organisation procedures

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

You will participate in class discussions, activities and presentations. The workshops will focus on the common themes of coordination and management of quality services for people with disabilities at individual and agency levels, advocacy, networking and communication in a time of change in the field, and work across the community and related sectors. There will be planned professional discussions with the teaching team undertaken in your workplace so that you can provide direct workplace evidence of your roles, responsibilities and work practices as they align with the requirements of the units and the program as a whole.

Teaching Schedule

 There will be ten workshops delivered in 2014. The following workshops will address this course:

Workshop number and datesTopics


26th June 2014

Coordinate assessment and support processes at client and service levels, person centred approaches


31st July 2014

Coordinate assessment and support processes at client and service levels(cont.) including service development to meet individual needs


21st August 2014

Systemic advocacy and representation – current issues in the field, program coordination, advocacy, negotiation and lobbying, communication strategies


11th December 2014

Systemic advocacy and representation – current issues in the field, program coordination, advocacy, negotiation and lobbying, communication strategies


Learning Resources

Prescribed Texts


Other Resources

During sessions you will be directed to relevant sources of current information. These will include your own workplace policy and practice documentation, federal, state and local government legislation and regulatory frameworks and websites, and websites for local, national and international organisations and universities.

Overview of Assessment

Assessment may include observations, questioning and evidence gathered from the workplace. In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on ’What if?’ scenarios.

Assessment Tasks

There will be three assessment tasks for this course. These tasks will also provide evidence across the other courses to be delivered in 2014.

1. Research and report: You must address key questions around  assessment program planning, implementation and evaluation of an individual support plan, knowledge of current legislative policy and practice standards and reflection of current work practices.

2. Workplace assessment: your teacher/s will organise individual workplace appointments to occur in first and second semesters. These will be planned with you and the teacher in consultation. You will participate in planned targeted professional discussions and present workplace documentation and evidence on negotiated topics or in support of your other assessment task responses.

3. Workplace Project: Systemic Advocacy and Change - you will select a current issue in the disability or community sector. Working through a sequence of steps including identification and discussion of the origins of the issue, links to current policy and practice, research into the dimensions of the issue, solutions and strategies, and a "campaign" to advocate for change you will submit a written project, and deliver a presentation overview of your project.

Assessment Matrix

A detailed assessment matrix will be available from the course teacher/s

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