Course Title: Facilitate the interests and rights of clients

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: LAW5734C

Course Title: Facilitate the interests and rights of clients

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C5360 - Diploma of Financial Counselling

Course Contact: Jo Wallwork

Course Contact Phone: +61 3 9925 3983

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 100

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 course describes the skills and knowledge required to assist clients to not only identify their interests and rights but to voice and realise these interests, needs and rights.  

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCADV001 Facilitate the interests and rights of clients


E1. Facilitate the realisation of client interests, rights and needs

Performance Criteria:

1.1 Discuss the rights and responsibilities of all parties with client

1.2 Provide client with researched, relevant and timely information on their rights and responsibilities

1.3 Assist clients to identify their own interests, rights, needs, choices and responsibilities

1.4 Identify when rights are infringed or not being met

1.5 Provide client with information on available options for meeting their rights and needs and assist them to identify their preferred option


E2. Advocate in accordance with client preferences and requests to optimise client outcomes

Performance Criteria:

2.1 Undertake an assessment to identify client’s ability to advocate for self

2.2 Initiate, negotiate and implement relevant strategies for addressing client rights and needs in collaboration with the client

2.3 Identify potential barriers as well as resources

2.4 Identify and contact the most appropriate individuals and/or organisations and represent the client to optimise outcomes for the client

2.5 Ensure information is kept in confidence unless authorisation is given to release it


E3. Provide ongoing support to clients

Performance Criteria:

3.1 Support and encourage clients to exercise their rights and personal preferences without compromising their safety and that of others

3.2 Consult with supervisor, other support workers and the service about interests, rights and needs of clients in a way that upholds their rights and supports their reasonable expectations

3.3 Identify situations of risk or potential risk and refer appropriately

3.4 Apply work practices to minimise potential for harm to clients, self and others

3.5 Conduct all activities in accordance with legal, organisation and duty of care requirements


E4. Support clients making a complaint

Performance Criteria:

4.1 Discuss organisation and legal complaints mechanism and ensure client is aware of rights and responsibilities

4.2 Assist client in lodging a complaint

4.3 Monitor process and provide ongoing support and information to client


E5. Review progress

Performance Criteria:

5.1 Discuss progress and outcomes with the client and collaborate on further action as necessary

5.2 Ensure follow up and links to other services as required and in accordance with client preferences

5.3 Obtain feedback and identify opportunities for improvement to own work and action as appropriate

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.  By applying these skills, you will be able to assist and support clients to articulate their own needs and requirements and be able to develop their own problem-solving and action-planning skills.

Details of Learning Activities

In-class activities:

  • teacher directed group activities/projects
  • peer teaching
  • group discussion
  • class exercises to review discussions/lectures
  • role play activities
  Out-of-class activities:
  • independent project based work
  • online and other research
  • independent study

Teaching Schedule


 Workshop one   Introduction to unit Relationship between human needs & human rights
  • Human rights frameworks
What is advocacy (differences with negotiation & mediation)
  • Rights & responsibilities of all parties – recognising these, discussing with client/s, providing 
  • client with researched, relevant, timely information re their rights & responsibilities
  • Working with the client to assist them in identifying their own interests, rights, needs, choices & 
  • responsibilities
  • Can client advocate for themselves? How to undertake an assessment to identify client’s ability to do this (and why)
  • Identifying when rights are infringed or not being met
Working with the client to identify options (providing information that is relevant, communicating  effectively to elicit client needs – think of strategies to facilitate this process)   Working with barriers to this process (identifying what these barriers may be) – include these in  development of strategies  
 Workshop two   Legal and ethical requirements - Duty of care   Working with client with other services, support workers – how to consult in a way that upholds  their rights and supports their reasonable expectations   Maintaining confidentiality – client authorisation   Identifying situations of risk or potential risk – referring when appropriate (how to). Look at  work practices to minimise potential for harm to clients, self and others   Work with client to lodge a complaint – how to monitor process and provide ongoing support and  information   Following up on advocacy process –discussing progress and outcomes with client collaborating with client on further action as  necessary   Ensuring that there is follow up and links to other services as/when required   As a worker, obtaining feedback and identifying opportunities to improve own work    


Learning Resources

Prescribed Texts


Other Resources

Resources for this course will be available to students through Canvas.

Overview of Assessment

Your knowledge and understanding of course content is assessed through your engagement with case studies, where you will detail strategic approaches to working with clients in developing the clients' skills in goal-focused problem-solving.  You will need to have a good understanding of your role as advocate, and what this means in terms of working with clients, and you will be required to explain this role clearly.

You will be assessed through

  • Case study scenarios
  • Written assignment
  • Short answer questions



Assessment Tasks

This course is assessed in accordance with competency-based assessment.   To demonstrate competency in this course you will need to complete the following assessment tasks  to a satisfactory standard. You will receive feedback from the teacher when you have completed the  assessment tasks.   You should refer to Canvas for details of each assessment task and for detailed assessment criteria.  

  • Assessment Task 1: Online Quiz - multi-choice and short answer questions 
  • Assessment Task 2: Case study scenario and short answer questions 
  • Assessment Task 3: Written responses and research questions


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These matrices are available with the assessment tasks on Canvas.

Other Information

  Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:   Attendance     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 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: (   Assessment Appeals   If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include: 1. a) You believe an error has occurred in the calculation of the grade; or, 2. b) You believe the assessment did not comply with criteria published in the Course Guide; or, 3. c) You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred). Full details of the procedure (including appeals procedure) can be located at this RMIT site: (   Academic Integrity   Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source. 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 (   Plagiarism and Collusion   Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism is not acceptable. 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; Copying designs or works of art and submitting them as your original work; 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) (;ID=sg4yfqzod48g1) (unresolved) – and the RMIT Student Conduct Regulations –;ID=r7a7an6qug93 (;ID=r7a7an6qug93) 12/21/2017 LAW5734C | ServiceNow 6/6   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. See this link on the RMIT webpage for further information: (   Working with Children Check – This course requires a Working with Children Check Police Check – This course requires a satisfactory Police Check Course Overview: Access Course Overview (

Course Overview: Access Course Overview