Unit of competency Outline

Date retreived
22/07/2026 2:16 PM AWST

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Provide first point of contact

Provide first point of contact

Unit of competency
National Code
CHCCOM001
State Code
AVC33
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
06/08/2015
View on TGA
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
090599 - Human Welfare Studies And Services, N.e.c.
Original Release Date
22/01/2016
Nominal Hours
30
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.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Notes
Elements and Performance Criteria
1. Greet and observe people
  • 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
2. Follow organisational procedures to collect routine client information
  • 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
3. Identify priority of need
  • 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
4. Provide service information
  • 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
No information
No information
Replaces
State Code National Code Title Type
D2322 CHCCS308B Provide first point of contact Unit of competency
D5820 HLTCOM301C Provide specific information to clients Unit of competency