Unit of competency Outline
Date retreived
22/07/2026 8:32 PM AWST
22/07/2026 8:32 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Develop, implement and review services and programs to meet client needs
Develop, implement and review services and programs to meet client needs
Unit of competency
National Code
CHCCS503B
CHCCS503B
State Code
WC861
WC861
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
12/08/2014
Field of Education
090515 - Welfare Studies
Original Release Date
12/08/2014
Nominal Hours
40
Description
DescriptorThis unit describes the knowledge and skills required to identify, develop, implement, monitor and review programs to meet the needs of clients
Notes
Elements and Performance Criteria
1. Identify programs and service requirements to meet client needs
- 1.1 Use client information to target service provision for clients and to enable quality service to be provided
- 1.2 Investigate the needs of clients according to organisation procedures
- 1.3 Establish and apply procedures to monitor, assess and report client satisfaction with service delivery
- 1.4 Interact and consult with clients as required to monitor changing needs so they can be addressed
- 1.5 Seek advice or services from other workers or agencies or primary health practitioners as required
2. Develop and implement programs for meeting client needs
- 2.1 Undertake appropriate planning to ensure client needs are met
- 2.2 Put in place mechanisms to ensure client service information is recorded, maintained and applied to future client dealings so service developments are well informed and appropriate
- 2.3 Develop programs as required
- 2.4 Review client services in consultation with clients and other relevant people including primary health practitioners
- 2.5 Monitor client service delivery to ensure it upholds the organisation's reputation, addresses individual client differences and meets duty of care responsibility
- 2.6 Identify and address problems in addressing client needs in accordance with organisation procedures
- 2.7 Maintain all relevant documentation relating to clients and service delivery and communicate in accordance with organisation procedures
- 2.8 Maintain high standards of client service delivery in line with procedural and legislative requirements
- 2.9 Seek provision of services from other workers, agencies or primary health practitioners as required
- 2.10 Facilitate strategies and opportunities to meet the needs of people and develop according to organisation policies and procedures
- 2.11 Facilitate individual differences, rights, needs and preferences within programs
- 2.12 Incorporate special needs in the development of programs and services
- 2.13 Communicate the needs of clients to carers and other workers as required
- 2.14 Make available appropriate program resources
3. Monitor and review programs
- 3.1 Ensure changes to client service are within policy and budgetary frameworks
- 3.2 Ensure the provision of training as required for implementation to meet changing client needs and community expectations
- 3.3 Modify specified aspects of the service or service delivery as needed to meet changing client and service requirements
- 3.4 Ensure changes to client service are within procedural and legislative requirements and maintain high standards of delivery
- 3.5 Undertake appropriate planning to ensure client needs are met
- 3.6 Develop required programs
- 3.7 Make referrals to external services as appropriate
RANGE STATEMENT
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Client services are:
Specific to the organisation
Clients may include:
Individual members of the public
Other organisations, community groups, individuals and health providers
Other work areas of the organisation
Senior management
Service users
Relevant people may include:
Clients
Family and personal network of clients
Other workers including health providers
Special needs may relate to:
Disabilities
Language
Gender
Culture
Age
Remote location
Training as required for implementation may be identified by:
Relevant program manager
Supervisor
Appropriate program resources may include:
Aids and equipment
Qualified and/or specially trained staff
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Client services are:
Specific to the organisation
Clients may include:
Individual members of the public
Other organisations, community groups, individuals and health providers
Other work areas of the organisation
Senior management
Service users
Relevant people may include:
Clients
Family and personal network of clients
Other workers including health providers
Special needs may relate to:
Disabilities
Language
Gender
Culture
Age
Remote location
Training as required for implementation may be identified by:
Relevant program manager
Supervisor
Appropriate program resources may include:
Aids and equipment
Qualified and/or specially trained staff
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions
Assessment should include all aspects of service provision i.e. analyse, review, plan and develop service etc
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place
Method of assessment:
Assessment may include observations, questioning or evidence gathered from the workplace e.g. testimonials from clients
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions
Assessment should include all aspects of service provision i.e. analyse, review, plan and develop service etc
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place
Method of assessment:
Assessment may include observations, questioning or evidence gathered from the workplace e.g. testimonials from clients
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D2349 | CHCCS503A | Develop, implement and review services and programs to meet client needs | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVC69 | CHCCCS007 | Develop and implement service programs | Unit of competency |