Course Title: Provide services to clients with complex needs

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: HWSS5439C

Course Title: Provide services to clients with complex needs

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C5244 - 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: 60

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 unit describes skills and knoweldge requried by community workers to provide services to people with  complex needs.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS504A Provide services to clients with complex needs


Assess and prioritise need.

Performance Criteria:

3.1 Identify needs in conjunction with the client
3.2 Assess client safety needs in conjunction with the client
3.3 Determine priorities in conjunction with the client
3.3 Coordinate a plan in conjunction with the client to address identified needs
3.4 Recognise circumstances in which a service and/or worker is no longer able to provide the level of service required


Develop strategies to engage clients with one or more idenitified needs.

Performance Criteria:

2.1 Recognise impacts of stigma associated with complex needs on an individual, their family and significant others and on the community
2.2. Undertake an occupational health and safety assessment of the environment and personal safety
2.3 Apply appropriate personal boundaries
2.4 Demonstrate rapport building techniques and trust development with the client
2.5 Use appropriate strategies and procedures to identify and respond to potential behavioural issues
2.6 Observe and monitor behaviour to identify behavioural risk
2.7 Respond to behavioural risk to ensure safety of client and self and report and/or refer appropriately


Refer and follow up identified needs.

Performance Criteria:

4.1 Access and/or negotiate resources in order to deliver identified services
4.2 Communicate with other organisations and share information in accordance with appropriate protocols and relevant legislation
4.3 Determine all service providers' understanding of the service delivery plan and their roles and responsibilities within that plan
4.4 Seek feedback from the client and/or their advocate when evaluating effectiveness of the service delivery plan
4.5 Seek advice and assistance from relevant professionals where appropriate when the client's goals are not being reached


Work with clients facing a range of issues.

Performance Criteria:

1.1 Apply a demonstrated understanding of issues that client may face including:
• mental health
• alcohol and other drugs (AOD)
• imprisonment
• family violence
• homelessness
• child protection
• disability
• trauma/grief
• acquired brain injuries
• cultural issues
1.2 Apply a demonstrated understanding of associated and impacting issues:
• access and equity to services in the wider social environment
• trauma/grief
• health
• cognitive/social
• personal safety
1.3 Recognise the impacts complex issues may have on significant others


Learning Outcomes

By completing this unit you will achieve and demonstrate competence in the following elements;

Assess and prioritise need.
Develop strategies to engage clients with one or more idenitified needs.
Refer and follow up identified needs.
Work with clients facing a range of issues.

Details of Learning Activities

Classes are scheduled on the last Friday of every month throughout the year. Students will be given readings in preparation for each workshop. Led by industry leaders, these workshops take students through a variety of in-class tasks and scenarios with the intention of extending their current working knowledge of Youth Work practice. The work undertaken in class is invaluable for the assessment tasks.
It is expected that time spent out of the classroom will be dedicated to completing the various assessment tasks listed below.
Students will be expected to make use of the Learning Hub as part of their on-line studies which are part of the course.

Teaching Schedule

Students meet the last Friday of every month to undertake a workshop which will focus on each of the competencies.
An RPL process is undertaken with each student within the first 6 weeks of the course.
After each workshop students will be given an underpinning knowledge question to complete for the following workshop. The other assessments are completed throughout the year.

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment in this unit enables participants to gain skills and knowledge that are directly applicable to their workplace while being encouraged to share current work practices. Assessment tasks involve team and individual projects and written assessment including questions and case studies. Based on your individual learning plan, you will be offered a number of learning strategies including workshop attendance, project work development and workplace support to your assessment needs for this program.

Assessment Tasks

Students will be involved in a variety of assessment tasks throughout the course, including:
• Simulations
• A major project brief
• A final project report
• Underpinning knowledge questions and answers (one per month)
• A research essay
• An evidence portfolio
• Workshop participation.

Assessment Matrix

Course Overview: Access Course Overview