Course Title: Provide first point of contact

Part B: Course Detail

Teaching Period: Term2 2025

Course Code: HWSS6174C

Course Title: Provide first point of contact

Important Information:

Please note that this course has compulsory in-person attendance requirements for some teaching and assessment activities. 

 

School: 535T Social Care and Health

Campus: City Campus

Program: C4432 - Certificate IV in Community Services

Course Contact: Bella Kelly

Course Contact Phone: 9925 4109

Course Contact Email: bella.kelly@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

This course is delivered Face to Face. Types of learning activities include: 

• practical demonstrations
• online Discussion Forums, Groupwork and Quizzes
• analysis/critique of relevant reading material
• workshops, group discussion
• group activities/projects
• peer learning
• research activities
• independent project based work
• group activities/projects
• simulated workplace activities

Teaching Schedule

Course Schedule:    Provide First Point of Contact	Semester 2: 2025
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 Client Interaction and Assistance Responding to diverse peoples presentations and needs  Identifying information and reasons for contact	Overview of Assessment tasks
Week 2	Seeking Assistance and Addressing Concerns Identifying priority of need and urgency of response Managing safety 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 3	Meeting Organisational Requirements Legal and ethical considerations Information management   Provide Service Information Providing Information and Making referrals Identifying appropriate referral to meet client needs Review Content Assessment task 1: Practice time	Assessment 2: Short Answer Questions Due
Week 4	Assessment task 1 Roleplays- in class assessment	Assessment 1: Roleplay 1 Due
Week 5	Assessment 1 Roleplays - in class assessment	Assessment 1: Role play written work due
Week 6	Assessment 1 Roleplays - in class assessment	Assessment 1: Role play written work due

Learning Resources

Prescribed Texts

References

Other Resources

RMIT has a large variety of suppport available for students. Please see https://www.rmit.edu.au/students for more details 

Overview of Assessment

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

Assessment Tasks

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 task 1: 

There are 2 parts to this task, you will be required to complete:

Part 1: Three (3) Role Plays: The role plays will be completed in class and the teacher will provide the dates and times of when these will occur

Part 2: Client Documentation

 

Assessment task: Short Answer Questions 

This assessment task allows you to demonstrate your knowledge and understanding of working with clients where you are the first point of contact.

You must satisfactorily answer all 14 questions for this task

 

Assessment Matrix

The assessment matrix is located in canvas at the end of each assessment task.

Course Overview: Access Course Overview