Course Title: Provide specific information to clients

Part B: Course Detail

Teaching Period: Term1 2013

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

Leigh Robinson
+61 3 9925 4398

Jade Cusworth
+61 3 9925 8382

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

1: Read topic one in the Learner Guide. 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.

2: Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment. Please note that this is not an assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.

3: Refer to the Learning and Assessment Guide (LAG) item  3, 7, and 10. Familiarise yourself with the content. 

Teaching Schedule

Attend Cluster 2. Dates for your group will be posted on blackboard.

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

Learning Resources

Prescribed Texts


Other Resources

1. Learner guide HLTCOM301C
2. Learning and Assessment Guide – Year 1
3. Additional learning materials available through the Learning Hub
4. RMIT Library (

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 with all self-assessment checklists in the learner guide and that you have completed the online self-assessment quiz.

1. Complete the online test titled HLTCOM301C. 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).

2. Refer to your learning and assessment guide (LAG) and carefully read and complete items 3, 7, and 10. An RMIT University assessor will assess you on these items during a work-based visit and during your compulsory attendance at Cluster 2. In addition your assessor will include a range of verbal questions to ask during this visit. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills.

3. At the end of Cluster 2 you will be required to complete a 90 minute closed book examination which will consist of short answer questions, multiple choice, and labelling of diagrams. Please note that this examination will cover, , HLTOPD405C, HLTOPD407C, HLTCOM405D, HLTCOM301C and BSBCUS301B. The pass mark is 70%.

The Cluster 2 assessment due dates for your group will be given to you during your Cluster 2 attendance and posted on Blackboard.

Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview