Course Title: Deliver and develop client services

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG7877C

Course Title: Deliver and develop client services

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C4357 - Certificate IV in 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: 50

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 meet the specific needs of a broad range of existing and new clients within a defined framework of practice.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS412E Deliver and develop client services


1. Target client services

Performance Criteria:

1.1 In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment
1.2 Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services
1.3 Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans
1.4 Identify and select appropriate client service to meet client needs within the scope of area of responsibility
1.5 Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction
1.6 Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented
1.7 Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required


2. Deliver client service

Performance Criteria:

2.1 Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities
2.2 Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work
2.3 Base client service delivery on accurate and up to date information about client, service options and the service being delivered
2.4 Complete and maintain all appropriate documentation related to client service delivery according to organisation standards
2.5 Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate


3. Develop and promote client services

Performance Criteria:

3.1 Promote the service delivery of the organisation wherever opportunities arise
3.2 Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood
3.3 Develop, document and promote a range of service options for clients to facilitate informed client access to services
3.4 Assist clients to identify their needs and rights and select the best available service

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

All courses and learning activities 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:

  • Class exercises
  • Demonstrations (role plays)
  • Observations
  • Group discussions
  • Class presentations
  • Case studies
  • Quizzes
  • Group activities

Teaching Schedule

This course has been grouped for delivery and is part of a cluster called Services and Clients. The other course forming this cluster is: CHCCS422B Respond holistically to client issues and refer appropriately.

1 Establish interpersonal relationship with client
  • Assessment task 1 outline and group formation; DHS service regions
  • Worker attitudes and values; professional and organisational boundaries
  • Communication skills
  • Identify areas of concern
  • Prioritising client needs, what determines urgency?
  • What are appropriate options and workable strategies for action?
  • How to ensure informed decision making
2 Identify the range of issues impacting on the client and assess client needs
  • Identify indicators of harm
  • Use different assessment types (formal/informal) to identify presenting and underlying issues
  • What are appropriate sources of information? Determine the range of issues that may be affecting the client within organisation policies and procedures regarding autonomy, privacy and confidentiality
  • Collecting and analysing client information in accordance with organisational policies and procedures
  • Identification of clients issues and their impact on service delivery
3 Analyse and assess information to determine appropriate course of action to be followed
  • Approved tools for assessing risk
  • Legal requirements and duty of care
  • Client social/cultural capital and access to resources
  • Organisational capacity to deliver appropriate services
  • Specialist service involvement
4Refer client to other services to provide coordinated support
  • Identify all areas for support
  • Appropriate procedures to address potential emergency or crisis situation
  • Cultural obligations
  • Work with the client and significant others where relevant to motivate, support and encourage the client
  • Work on AT1
5Review effectiveness of services provided to meet client needs
  • Review outcomes
  • Consultations with relevant stakeholders
  • Complete client documentation
6Target Client services
  • Establish and maintain client profiles
  • Identifying and selecting appropriate client services to meet client needs
  • Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction
  • Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented
7Target client services
  • Develop service delivery plans
  • Redesign service plans to meet changes in circumstances
  • Work on AT2
8Deliver client service
  • Codes of conduct
  • Maintain up-to-date and relevant information to help meet client needs
  • Barriers to service delivery
  • Client documentation
  • Work on AT2
9Develop and promote client services
  • Maintain professional appearance with stakeholders
  • Networking
  • Client resources
  • Assist clients to identify their needs and rights and select the best available service
  • Work on AT2
10 Complete AT2
  • Students will have their assessment task checked against rubric in class and returned to them graded

Learning Resources

Prescribed Texts

No prescribed text required.


Other Resources

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

Overview of Assessment

Assessment for this course is based on completion of two (2) assessment pieces (AT1) a service portfolio, this requires research, group work and completion of a regional based service portfolio which will be compiled into a full service directory for all students to access.
(AT2) Case study/service plan; this assessment will follow on from knowledge gained in AT1. From a case study given to the students, each will develop a case plan for that client, make decisions about the most appropriate service intervention and complete referral forms for those services.

Assessment Tasks

For this course you will be required to complete two assessment tasks:

Assessment 1: Due 18th March – Service portfolio: In week one, students will form groups according to the area in which they live, corresponding to the associated DHS region.
Over a 4 week period students will research and put together a portfolio of services in their region under a number of categories (service sectors), all regional portfolios will be compiled into one large service directory for all students to access and use as a resource for employment.

Assessment 2: Due 22nd April – Case study/service plan: using the knowledge gained about the services available in their regions during AT1 research, students will develop a person centred service plan based on the case study client’s needs. Each must decide on the most appropriate service to involve in their client’s case plan using their service portfolios as a resource and must also complete a referral for each of the services chosen (templates will be given in class).

Assessment Matrix

This program in 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