Course Title: Develop, implement and review services and programs to meet client needs

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: MKTG5953C

Course Title: Develop, implement and review services and programs to meet client needs

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C5244 - Diploma of Youth Work

Course Contact : Jenifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact Email:jennifer.brooker@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 70

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

To gain entry into CHC51408 Diploma of Youth Work candidates must:

Be recognised, as competent through a recognised training package or recognition process, against the following compulsory units of CHC41808 Certificate IV in Youth Work:

 CHCCOM403C Utilise specialist communication skills to build relationships
 CHCCS404A Work within a relevant legal and ethical framework
 CHCCS422A Respond holistically to client issues and refer appropriately
 CHCYTH401A Engage respectfully with young people
 CHCYTH402A Work effectively with young people within the youth work context
 HLTHIR403B Work effectively with culturally diverse clients & co-workers
 HLTOHS300A Contribute to OHS processes

OR

Have suitable relevant youth sector experience and knowledge to indicate likely success at this level of qualification in a job role involving:

 The application of knowledge with depth in some areas and demonstration of a broad range of technical and other skills
 A wide range of tasks and skills in a variety of contexts, with a complexity in the range and choices of actions required
 The exercise of discretionary judgement and decision making under general guidance

Course Description

This unit describes knowledge and skills required to identify, develop, implement, monitor and review programs to meet the needs of clients.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCS503A Develop, implement and review services and programs to meet client needs

Element:

Develop and implement programs for meeting client needs.

Performance Criteria:

2.1 Undertake appropriate planning to ensure client needs are met
2.2 Put in place mechanisms to ensure client service information is recorded, maintained and applied to future client dealings so service developments are well informed and appropriate
2.3 Develop programs as required
2.4 Review client services in consultation with clients and other relevant people including primary health practitioners
2.5 Monitor client service delivery to ensure it upholds the organisation's reputation, addresses individual client differences and meets duty of care responsibility
2.6 Identify and address problems in addressing client needs in accordance with organisation procedures
2.7 Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures
2.8 Maintain high standards of client service delivery in line with procedural and legislative requirements
2.9 Seek provision of services from other workers, agencies or primary health practitioners as required
2.10 Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures
2.11 Facilitate individual differences, rights, needs and preferences within programs
2.12 Incorporate special needs in the development of programs and services
2.13 Communicate the needs of clients to carers and other workers as required
2.14 Make available appropriate program resources

 

Element:

Identify programs and service requirements to meet client needs.

Performance Criteria:

1.1 Use client information to target service provision for clients and to enable quality service to be provided
1.2 Investigate the needs of clients according to organisation procedures
1.3 Establish and apply procedures to monitor, assess and report client satisfaction with service delivery
1.4 Interact and consult with clients as required to monitor changing needs so they can be addressed
1.5 Seek advice or services from other workers or agencies or primary health practitioners as required
 

Element:

Monitor and review programs.

Performance Criteria:

3.1 Ensure changes to client service are within policy and budgetary frameworks
3.2 Ensure the provision of training as required for implementation to meet changing client needs and community expectations
3.3 Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements
3.4 Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery
3.5 Undertake appropriate planning to ensure client needs are met
3.6 Develop required programs
3.7 Make referrals to external services as appropriate
 


Learning Outcomes


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

Develop and implement programs for meeting client needs.
Identify programs and service requirements to meet client needs.
Monitor and review programs.



Details of Learning Activities

Classes are scheduled for 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 curretn 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 assessemnt tasks listed below. 

Students are expected to make use of the Learning Hub as part of their on-line studies which are part of their 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


References


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

Other Information

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