Part B: Course Detail

Teaching Period: Term1 2024

Course Code: HWSS6174C

Course Title: Provide first point of contact

School: 535T Social Care and Health

Campus: City Campus

Program: C4432 - Certificate IV in Community Services

Course Contact: Melinda Brown

Course Contact Phone: +61 3 9925 4580

Course Contact Email: Melinda.Brown@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 35

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

None

Course Description

This unit describes the skills and knowledge required to greet clients and exchange routine information, to prioritise the individual’s needs, and to respond to immediate needs.

This unit applies to service delivery in all community services and health contexts. Workers at this level work under supervision with limited responsibility.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM001 Provide first point of contact

Element:

1. Greet and observe people

Performance Criteria:


1.1 Listen to and greet people accessing service in a pleasant, respectful and accepting way

1.2 Respond to distressed people in a relaxed and calm manner and seek assistance as required

1.3 Respond appropriately to diverse people and behaviour in line with organisation requirements

1.4 Discuss any concerns or problems with supervisor

Element:

2. Follow organisations procedures to collect routine client information

Performance Criteria:

2.1 Collect and document identifying information in accordance with organisation and confidentiality requirements

2.2 Discuss reasons for contact with the service

2.3 Explain and uphold rights and responsibilities of the client and confirm understanding

Element:

3. Identify priority of need

Performance Criteria:


3.1 Identify urgency and nature of need and refer in accordance with organisation guidelines

3.2 Identify and respond to issues of personal safety for self, clients and others in accordance with organisation procedures and scope of own role

3.3 Recognise situations beyond the scope of role and seek assistance

Element:

4. Provide service information

Performance Criteria:

4.1 Provide client with current, relevant and culturally appropriate service information

4.2 Assist clients to contact other agencies or services as appropriate to obtain further information

4.3 Ask the client if information needs have been met and provide further assistance if required

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

There will be a range of learning activities to engage students with course material to develop skills, knowledge and understand of this unit. The learning activities will be interactive and will include: group work activities, peer learning, discussions, case studies, reflective learning, presentations and practice learning exercises.


Teaching Schedule

Course Schedule:    Provide First Point of Contact 

Semester 1: 2024

Week

Topic

 

Week 1

 

Service Interaction and Communication

  • Skills to listen and greet people accessing services
  • Rights and responsibilities for the client
  • Scope of worker role
  

Week 2

Client Interaction and Assistance

  • Responding to diverse peoples presentations and needs 
  • Identifying information and reasons for contact
  

Week 3

 

Seeking Assistance and Addressing Concerns

  • Identifying priority of need and urgency of response
  • Managing safety

 

Week 4

Communication and problem Solving Skills to respond appropriately to client behaviour

  • Effective communication skills
  • Communicating with clients in need of assistance with diverse needs
  • Deescalation Techniques 

 

 

Week 5

 

Meeting Organisational Requirements

  • Legal and ethical considerations
  • Information management

 

Week 6

 

Provide Service Information

  • Providing Information and Making referrals
  • Identifying appropriate referral to meet client needs

 

 

 

Week 7

Review Content

Practice Role-plays

Overview Assessment Task 2 

Assessment Preparation

Week 8

Assessment 1 Roleplays - in class observation 

Assessment 1: Roleplay 1 Due 

Week 9

 Assessment 1 Roleplays - in class observation 

Assessment 1: Roleplay 2 Due 

Assessment 1 Written Work due for Role Play 1

 

Week 10

 Assessment 1 Roleplays - in class observation 

Assessment 1: Roleplay 3 Due 

Assessment 1: Written Work due for role play 2 &3

Assessment 2 Due 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

There are two individual assessment tasks consisting of role plays, and short answer questions. 


Assessment Tasks

There are two assessment tasks for this unit:

Assessment 1: Role Play and Client Documentation. Students will be required to complete three (3) roles plays with 3 different clients to demonstrates range of skills working effectively with diverse clients and support them to address their needs and concerns. Students are also required to complete written task associated with working with clients.

Assessment 2: Short Answer Questions. Students will provide responses to fourteen (14) short answer questions to demonstrate knowledge of this unit.

 

You will be given two (2) attempts for each assessment to demonstrate the required knowledge and skills. A third (3rd) attempt can only be offered after discussions between teacher and the Program Coordinator and is not automatic. Resubmissions beyond two (2) attempts are at the discretion of the teacher and/or coordinator.


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These mapping documents are available through Program Administration if required. 

Other Information

Attendance:  

Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises   

It is strongly advised that you attend all timetabled sessions. This will allow you to engage in the required learning activities, ensuring you the maximum opportunity to complete this course successfully.  

  

Information about your studies:  

You can access My Studies through the RMIT website for information about timetables, important dates, assessment dates, results and progress, Canvas etc.  

 https://www.rmit.edu.au/students  

  

Assessment:  

Information on assessment including Special consideration, Adjustments to assessment, (eg. applying for an extension of time):  

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment  

  

Academic Integrity and Plagiarism:   

RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.  

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity  

  

Credit Transfer and Recognition of Prior Learning:   

Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).  

Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life experiences.    

Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency addressed in this course.  

https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit  

  

Course Overview: Access Course Overview