Course Title: Coordinate client directed services

Part B: Course Detail

Teaching Period: VE 2020

Class Number: 2565

Class Section: DHHS

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: HWSS6177C

Course Title: Coordinate client directed services

Important Information:

This is a standalone course and is not assessed or clustered with any other course.

School: 375T Vocational Design and Social Context

Campus: City Campus

Program: C6147 - Advanced Diploma of Community Sector Management

Course Contact: Gwen Cawsey

Course Contact Phone: +61 3 9925 4581

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Clare McGlone

Nominal Hours: 80

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 and monitor the implementation of services to clients.


Workers at this level are team leaders responsible for consulting with clients to obtain agreement regarding service options and coordinating all aspects of service provision.


This unit applies to a range of health and community service environments providing client directed care and support.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCMGT006 Coordinate client directed services


1. Prepare for client meeting

Performance Criteria:

1.1 Ensure reference and promotional material is updated on a regular basis to support the communication process

1.2 Access client information to determine service options and availability

1.3 Prepare promotional material and/or written service proposal for presentation to client


2. Discuss service options with client

Performance Criteria:

2.1 Discuss client preferences, needs, expectations and previous experiences regarding service provision

2.2 Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences

2.3 Promote benefits of organisation to client and respond to queries in an accurate and positive manner

2.4 Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget

2.5 Ensure that complaints and feedback avenues are explained to the client

2.6 Determine and discuss follow up requirements

2.7 Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics


3. Communicate with support staff and other service providers

Performance Criteria:

3.1 Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation

3.2 Ensure that service plans reflect identified goals and needs to achieve the required outcomes

3.3 Maintain, evaluate and review service plans against requirements on a regular planned basis

3.4 Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients

3.5 Ensure that changes to service provision are agreed and authorised by all relevant parties


4. Manage ongoing requirements of client load

Performance Criteria:

4.1 Develop and implement strategies to retain clients and build loyalty

4.2 Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision

4.3 Obtain and act on feedback from service providers on progress of clients

4.4 Use feedback to evaluate service provision and make recommendations to organisation

4.5 Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role

4.6 Meet statutory and organisation documenting and reporting requirements

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

Workshops where information is shared through talks and discussions, and exercises are conducted to apply learning. Time is spent during workshops for students to work on assessment tasks. It is an expectation that students also work on tasks outside of workshop time.

Teaching Schedule


Week 1 
  • Prepare for client meetings
  • Discuss service options with clients
  • Communicate with supports staff and other service providers
  • Manage ongoing requirements of client load

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessments will include a combination of tasks including knowledge questions and case study analysis.

Assessment Tasks

Week 1
  • Plan implement review

Assessment Matrix

Students will have access to a marking rubric for reference at the time assessment tasks are distributed.

Other Information

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

Course Overview: Access Course Overview