Course Title: Provide specific information to clients

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: OFFC5275C

Course Title: Provide specific information to clients

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4318 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: +61 3 9925 8382

Course Contact Email:

Name and Contact Details of All Other Relevant Staff


Timothy Haigh

+61 3 9925 4846

Leigh Robinson

+61 3 9925 4398

Ralph Richter

+61 3 9925 4783

Ludmila Keightley

+61 3 9925 4722

Nominal Hours: 20

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

This course is delivered concurrently with the following courses:

  • HLTHIR301C Communicate and work effectively in health
  • SIRXSLS001A Sell products and services

Course Description

This course covers the skills required to identify client information needs and provide appropriate information

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCOM301C Provide specific information to clients


1. Establish relationship with the client

Performance Criteria:

1.1 Greet clients courteously and professionally
1.2 Identify special needs of clients
1.3 Use effective communication with clients
1.4 Take into consideration cultural and personal factors when interacting with clients


2. Identify client information needs

Performance Criteria:

2.1 Encourage clients to voice queries
2.2 Ask client about information needs
2.3 Assist clients to identify their information needs if necessary
2.4 Confirm client information needs


3. Provide specific information

Performance Criteria:

3.1 Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
3.2 Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
3.3 Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
3.4 Make appointments for clients


4. Provide prepared information to promote access to services

Performance Criteria:

4.1 Identify the range of services available
4.2 Provide prepared information or details of a range of services to clients when required
4.3 Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client
4.4 Manage communication difficulties appropriately
4.5 Refer problems relating to providing information about services to supervisor

Learning Outcomes

Details of Learning Activities

Compulsory attendance at Cluster 2 for students who complete blocks of learning at RMIT University City Campus

• Read topic one in the Learner Guide: HLTCOM301C. Upon completion of topic one complete the self-assessment checklist from the learner guide. Once you have done this progress to the next topic and continue until all topics are completed.
• Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.
• Refer to Evidence Portfolio Items 3, 7 and 10 . Familiarise yourself with the content
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform 

Teaching Schedule

• Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2. Dates for your group will be posted on Blackboard
• Students who are part of the Full Time Program will attend class Tuesday, Wednesday and Thursday. 
 Students who form part of the SpecSavers group are required to attend the appropriate Cluster as advised on Blackboard.

Week StartingTuesdayWednesdayThursday

Topic 1: Establish a relationship with the client
Topic 2: Identify client information need
Topic 3: Provide specific information
Topic 4: Provide prepared information to promote access to services


Learning Resources

Prescribed Texts

No prescribed text


Learner Guide: HLTCOM301C Provide specific information to clients

Other Resources

• Evidence Portfolio Year 1
• Learner Guide HLTCOM301C Provide specific information to clients
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).

Assessment Tasks

Before attempting any of the assessment tasks below, ensure that you agree will all self-assessment checklists in the learner guide and that you have completed the online self assessment quiz.
1. Complete online test titled HLTCOM301C Formal Quiz. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10) You must complete the quiz by the date publish on Blackboard.
2. Refer to your Evidence Portfolio and carefully read and complete Items 3, 7 AND 10. An RMIT University assessor will assess you on these items during a work-based assessment and during your compulsory attendance in Year 1. In addition your work assessor will include a range of verbal questions to ask during these assessments. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills. You must complete these Evidence Portfolio Items by the date published on Blackboard.
3. You will be required to complete a 90 minute closed book Exam 2. It will consist of short answer, multiple choice and labelling diagrams. Please note that this Exam will cover HLTOPD407C, HLTOPD403C, SIRXSLS001A, HLTCOM301C, HLTHIR301C, HLTCOM405D the date for this exam will be published on Blackboard

Assessment dues dates for your group will be posted on Blackboard
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview