Unit of competency Outline

Date retreived
23/07/2026 7:38 AM AWST

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Assess and provide services for clients with complex needs

Assess and provide services for clients with complex needs

Unit of competency
National Code
CHCCS416B
State Code
WC850
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
17/07/2014
Field of Education
090599 - Human Welfare Studies And Services, N.e.c.
Original Release Date
17/07/2014
Nominal Hours
55
Description
DescriptorThis unit describes the knowledge and skills required to undertake assessments of more complex client needs and match to services available
Notes
Elements and Performance Criteria
1. Assess and analyse client needs
  • 1.1 Employ appropriate language and interpersonal skills to ensure diverse needs of clients are identified
  • 1.2 Employ appropriate mechanisms to ensure that all relevant client information is collected
  • 1.3 Seek additional information from specialists as required to assist in assessment of clients
  • 1.4 Ensure all dealings with clients are consistent with organisation standards and practices
  • 1.5 Record information collected and store in accordance with organisation procedures
  • 1.6 Assess information about client needs in accordance with accepted organisation procedures to inform decisions about the relevant services which can be provided to best address client needs
  • 1.7 Assess client information for complexity, urgency and eligibility so priorities for service delivery can be identified
  • 1.8 Provide clients with all relevant information about the range of services required and available to them
  • 1.9 Ensure decisions about client needs are based on a full range of relevant information
2. Identify and provide for the delivery of services to meet client needs
  • 2.1 Identify services that match client needs, from within and outside the organisation
  • 2.2 Establish and maintain relevant networks, to ensure referral of clients to appropriate services
  • 2.3 Assist clients appropriately to access targeted services from within and outside the organisation
  • 2.4 Provide clients with information about the services available to them in accordance with organisation procedures
  • 2.5 Work within own scope of responsibility, to ensure clients have access to services that meet their needs
  • 2.6 Ensure decisions about targeting of client services are based on up to date information about the client and available services
  • 2.7 Consider service delivery and referral options from strengths-based perspective
  • 2.8 Identify own limitations in assessing and addressing client needs, and where appropriate, seek assistance from colleagues, senior staff and experts in the area
  • 2.9 Make appropriate referrals to specialist services based on the assessment of client needs
3. Evaluate client service delivery
  • 3.1 Review the allocation of services delivered to meet client requirements routinely, or as required, to ensure a continuing match
  • 3.2 Review changes in circumstances, environmental factors or urgency of client needs in accordance with organisation practices and procedures to ensure client needs continue to be met
  • 3.3 Collect client feedback on adequacy of service delivery as required by the organisation, to inform revision of service delivery arrangements
  • 3.4 Routinely seek feedback on individual performance in client service delivery from colleagues and clients
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.


Clients include:
Individual members of the public
Referred or self referred
People with specific needs seeking access to services
Family members and significant others


Language and interpersonal skills include:
Means for communicating with people with disabilities or where English is not the first language
Means for communication with people in particular communities
Communication with different age and gender groups


Client services include:
Income, financial and community support services
Employment services
Housing services
Access to recreation services
Care and support services
Transport and communication services


Complex issues include:
Combinations of physical, social , economic and personal factors


Mechanisms for information collection include:
Interviews with clients, family, significant others and carers
Questionaries
Applications and other forms
Case documentation
Using specialist communicators
Classification tools
Information from professionals including medical reports
Information from service providers


Networks include:
Specialist providers in the community services and health areas including health and cognitive assessments
Specialist services to assist communication with client and identification of their needs
Providers of any of the identified client services required by clients of the organisation
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 must include a number of clients with complex needs


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
Replaces
State Code National Code Title Type
D2339 CHCCS416A Assess and provide services for clients with complex needs Unit of competency
Replaced By
State Code National Code Title Type
AVC74 CHCCCS004 Assess co-existing needs Unit of competency