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 Email:zainaindira.nehne@rmit.edu.au
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 |
Element: |
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 |
Element: |
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 |
Element: |
3. Develop and promote client services |
Performance Criteria: |
3.1 Promote the service delivery of the organisation wherever opportunities arise |
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.
Lesson | Topic | Content |
1 | Establish interpersonal relationship with client |
|
2 | Identify the range of issues impacting on the client and assess client needs |
|
3 | Analyse and assess information to determine appropriate course of action to be followed |
|
4 | Refer client to other services to provide coordinated support |
|
5 | Review effectiveness of services provided to meet client needs |
|
6 | Target Client services |
|
7 | Target client services |
|
8 | Deliver client service |
|
9 | Develop and promote client services |
|
10 | Complete AT2 |
|
Learning Resources
Prescribed Texts
No prescribed text required. |
References
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.
Attendance
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.
Feedback
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: http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;ID=kw02ylsd8z3n
Course Overview: Access Course Overview