Course Title: Coordinate complex case requirements

Part B: Course Detail

Teaching Period: Term2 2016

Course Code: HWSS6105C

Course Title: Coordinate complex case requirements

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C5345 - Diploma of Community Services (Case Management)

Course Contact: Bronwyn Tanti

Course Contact Phone: 9925 9079

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 75

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


Course Description

This unit describes the skills and knowledge required to coordinate multiple service requirements for clients with complex needs within a case management framework.

Workers at this level work under supervision within established guidelines but take on a team leadership role in the coordination of services and service providers.

This unit applies to work in a range of health and community services contexts.

This unit is delivered in a cluster with:

CHCCSM007 Undertake case management in a child protection framework

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCSM004 Coordinate complex case requirements


1. Establish coordination function

Performance Criteria:


1.1 Work with the client and other services to determine the service provision requirements

1.2 Negotiate collaborative working arrangements for all services involved

1.3 Develop a plan to identify all available services, their appropriateness, timeframes and expected outcomes

1.4 Work with the services to agree coordination requirements and boundaries



2. Support the client to access multiple services

Performance Criteria:


2.1 Identify, implement and maintain duty of care responsibilities

2.2 Provide information to the client about the coordination role

2.3 Work with the client to establish communication requirements  

2.4 Assess need and arrange interpreter, according to clients needs

2.5 Work with the client and other services to identify barriers to attaining outcomes

2.6 Work with the client to prioritise needs and communicate these with service providers

2.7 Facilitate case conference and meetings to coordinate responsibilities and roles

2.8 Work with other services to minimise client confusion and concerns in a coordinated manner



3. Monitor client progress

Performance Criteria:


3.1 Facilitate communication between service providers to identify and manage service duplication         

3.2 Work with the client and services to monitor progress toward outcomes

3.3 Obtain client feedback about services

3.4 Identify and implement further support required to meet changing needs and progress towards outcomes


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


In class: Lectures, discussions and group activities

Teaching Schedule



Week 1

Case Work 1 Case Management

  • The case management process
  • Approaches to service delivery
  • Understanding the change process
  • Responsibilities, duty of care and risk

Week 2

Conducting initial intake and assessment

  • Building rapport
  • Establishing rights, responsibilities and boundaries
  • Identifying strengths, weaknesses, abilities and goals

Week 3

Developing case management plans

  • Case planning to identify short and long term needs
  • Developing strategies and setting targets for change
  • Dealing with high complex or high risk situations

Week 4

Conducting case management meetings

  • Conference meeting policies and procedures
  • Organising case conferences
  • Managing the conferences
  • Managing meeting outcomes and follow up

Week 5

Organising access to services

  • Coordinating service delivery
  • Making referrals
  • Working with other service providers/agencies

Week 6

Monitoring and evaluating case plans

  • Monitor client progress
  • Developing and negotiating strategies for changes to needs to ongoing interventions
  • Closing cases

Week 7

Case Work 2 Complex Case Coordination and Child Protection

  • Understanding case management in the context of the child protection framework
  • Child protection and child-centred practices
  • Understanding the stages of child development, causes and effects of child abuse and neglect
  • Understanding the stages of child development and indicators of risk
  • Taking into consideration cultural needs, the impact of family dynamics and the community

Week 8

Working with children, young people and their families

  • Using appropriate communication with children and young people
  • Encouraging engagement and participation in case management
  • Conducting assessments with children, young people and relevant stakeholders

Week 9

Planning interventions

  • Developing case management plans with children, young people, families and other stakeholders
  • Identifying strategies to build on strengths and protective factors and to help the child or young person achieve their goals
  • Developing contingency plans to manage

Week 10

Coordinating and participating in conferences

  • Convening meetings
  • Preparing children and young people for conferences
  • Managing conflict
  • Providing appropriate information to clients, families and stakeholders
  • Preparing case histories

Week 11

Providing advocacy and support

  • Determining the nature and level of advocacy and support required
  • Providing advocacy and support through the process 
  • Working with other service providers to manage interventions

Week 12

Undertaking case closure

  • Reviewing progress
  • Evaluating achievement of goals


Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment


This unit is assessed in a cluster with CHCCSM007 Undertake case management in a child protection framework.

There are 4 assessment tasks consisting of 2 group, 1 individual and 1 quiz


Assessment Tasks


This course is delivered and assessed in a cluster with:-

CHCCSM005 Develop, facilitate and review all aspects of case management

CHCCCS004 Assess Co-existing needs

CHCCSM007 Undertake case management in a child protection framework



Assessment task 1: Complete two online quizzes to test your knowledge of the key issues and concepts related case management practice:

  • Quiz one will include questions addressing topics in Case Work 1 Case Management (Due by week 7)
  • Quiz two will include questions addressing topics in Case Work 2 Complex Case Coordination and Child Protection (Due by week 13)


Assessment task 2: Develop case management plans for three clients (children and/or young people with coexisting needs), based on case studies. (In class and by week 8)

Assessment task 3: Prepare a written report, based on scenarios, explaining how resources, services and supports for three clients (children and/or young people with coexisting needs) were coordinated. (In class and by week 10)

Assessment task 4: Prepare a presentation, based on scenarios, providing recommendations for monitoring and reviewing case work activities. (week 12)



Assessment Matrix

 The assessment matrix demonstrates alignment tasks with the relevant unit of competency. These matrix’s are available through program administration.

Other Information


Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:

Cover Sheet for Submissions
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 implications of plagiarism.

It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

Applying for an Extension

Extension of time for assessment tasks may be granted where circumstances beyond your control prevent submission by the published due date. Speak with your teacher or course coordinator regarding applying for an extension.

Applying for Special Consideration

If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see:

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If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website:

The RMIT library provides tools to assist with your referencing

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Examples of plagiarism include:

  • Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
  • Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
  • Piecing together text from one or more sources and adding only linking sentences;
  • Copying or submitting whole or parts of computer files without acknowledging their source;
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  • Copying a whole or any part of another student's work; and
  • Submitting work as your own that someone else has done for you.
  • Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.

For further information, please see the RMIT Plagiarism Policy –;ID=sg4yfqzod48g1 (unresolved) – and the RMIT Student Conduct Regulations –;ID=r7a7an6qug93

Plagiarism Software

The originality verification software Turnitin may be used in this course. For details, see:

Complaints Procedure:

RMIT University is committed to providing a harmonious study and work environment for all students and staff. The University recognises your right to raise concerns about academic, administrative or support services without recrimination and has policies and procedures to assist in the resolution of complaints.

Most issues are resolved at the local level and you are encouraged to take steps to resolve your issue locally. The student complaint procedure details steps to take if your problem is not resolved or you believe the response you received is unreasonable.

Student Complaints Policy:

Student complaints Procedure:;ID=i1lexipvjt22

Student Complaints Form:

Course Overview: Access Course Overview