Unit of competency Outline
Date retreived
22/07/2026 6:06 AM AWST
22/07/2026 6:06 AM 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.
Provide support services to clients
Provide support services to clients
Unit of competency
National Code
CHCCS419C
CHCCS419C
State Code
WC852
WC852
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
12/08/2014
Field of Education
090599 - Human Welfare Studies And Services, N.e.c.
Original Release Date
12/08/2014
Nominal Hours
50
Description
DescriptorThis unit describes the knowledge and skills required to apply the basic elements of implementing services for people accessing community services organisations issues in a range of settingsIt may be within an established plan of care
Notes
Elements and Performance Criteria
1. Establish a working relationship with clients to assist them to identify their needs
- 1.1 Routinely use effective strategies to ensure:
- clients identify their needs and goals
- individual and cultural differences are addressed
- areas of resistance/conflict are identified and appropriately resolved
- appropriate levels of consultation are implemented
- the experience and life skills of the client are appropriately addressed
- relevant information is collected
- 1.2 Implement processes to reach agreement on meeting procedures, consequences of actions and cooperative relationship
- 1.3 Clarify negotiable and non negotiable aspects of intervention
- 1.4 Define and maintain boundaries between client and worker, including roles, responsibilities and accountabilities, to ensure compliance with statutory requirements and duty of care responsibilities
- 1.5 Implement strategies to ensure all dealings with clients reflect appropriate expression of value systems and consideration of emotional impact of intervention
- 1.6 Use appropriate communication and relationship building processes
- 1.7 Discuss possibilities and options for responding to client needs, determine preferred actions and prioritise
- 1.8 Assist client to evaluate and select strategies to achieve their goals
- 1.9 Promptly and supportively respond to clients in distress or crisis, in accordance with organisation policies and procedures
2. Support clients to meet their needs
- 2.1 Identify information and skills required by the client to meet their needs
- 2.2 Provide or develop opportunities to obtain information and develop skills
- 2.3 Provide individual and group support in accordance with resources and procedures
- 2.4 Explain the client's rights and responsibilities
- 2.5 Maintain confidentiality in accordance with organisation policies and procedures
3. Promote preventative strategies
- 3.1 Provide a full range of opportunities for clients to engaged in identification of problems and solutions
- 3.2 Employ a range of strategies to assist clients to meet specific targets and to gain control over their lives
- 3.3 Identify, develop and initiate an appropriate range of opportunities in accordance with organisation policies and procedures and client needs
- 3.4 Encourage and monitor client progress and involvement in activities and appropriate action taken to maximise individual skill development
4. Review work with clients
- 4.1 Review work with client within organisation policies and procedures and adapt strategies as appropriate
- 4.2 Review outcomes of client work with supervisor and/or colleagues in accordance with organisation policies and procedures
5. Use self-protection strategies as required
- 5.1 Use conflict resolution and negotiation as appropriate
- 5.2 Take appropriate action to ensure the safety of self and others
- 5.3 Acknowledge limits of own abilities and make referrals as appropriate
- 5.4 Seek emergency assistance as required
6. Refer clients
- 6.1 Check services the client is already accessing with the client and the service/s
- 6.2 Discuss suitability of other services with the client
- 6.3 Support client to make contact with other services
- 6.4 Provide follow up to determine the effectiveness of the referral
7. Provide specialist services to clients
- 7.1 Complete all appropriate documentation and maintain in accordance with organisation and statutory standards and requirements
- 7.2 Implement procedures to ensure information sharing between key stakeholders is facilitated
- 7.3 Ensure all dealings with the client/s reflect:
- accepted organisation standards of behaviour
- mutual respect
- commitment to information sharing and dissemination
- adherence to agreed plan
- sensitivity to cultural, family and individual differences
- ability to work with the client in the context of the family and broader community
- application of the organisation's philosophy
- compliance with statutory requirements and duty of care responsibilities
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 clients and families and support network of the client
Members of the public seeking information
The contexts of working with clients include:
Contact with a service on a voluntary or involuntary basis
Contact with a statutory activity e.g. Notification, first juvenile offence
Within an intervention
Within a support activity or service
Organisation policies and procedures may include:
Emergencies
Work health and safety (WHS)
Referrals
Reporting
Goals, objectives and targets
Accountability
Code of conduct
Confidentiality
Grievance procedures
Establish a working relationship will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of children and young persons
Organisation policy and procedures
Relevant program standards
Organisation codes of conduct, ethics
Work with clients may:
Occur at established premises or at other locations used by outreach, street, remote or off-site services
Other locations may include the client's home, public places, workplaces or mobile service centres
Needs may include:
Emotional support
Social support
Financial advice
Cognitive/behavioural support
Food and clothing
Transport
Emergency relief
Legal advice
Accommodation support
Referral to other agencies
Harm minimisation
Financial device
Consumables
Legal advice
Appropriate communication and relationship building processes may include:
Engagement
Empathy
Non-judgemental manner
Active listening
Listening to the person
Acknowledging the person in a pleasant and accepting manner
Treating the person as an individual with their own life history, skills and interests
Rapport building
Warmth
Genuineness
Respect
Possibilities and options for responding to client needs may include:
Referral of the client to a colleague within the organisation
Referral of the client to other agencies in accordance with organisation policies and procedures
Respond to clients in distress and crisis will include:
Enlisting support and/or assistance from colleagues or emergency support as appropriate
Using calm and calming behaviour
Reporting incidents promptly and accurately
Services should promote the client's independence and abilities and take into account their:
Preferences
Ability to communicate
Level of stress or anxiety
Behavioural disturbance e.g. tears, agitation, despair, elation, mood swings, disinhibition caused by acquired brain injury
Verbal or physical aggression
Inappropriate responses
Family and peer support/self help
Need for encouragement
Cultural/linguistic background
Social circumstances e.g. family and social support
Client service processes may be informal and/or formal and may include:
Problem solving techniques
Evaluation
Interviewing techniques
Information provision
Group work
Individual support
Working with carers and others
Relaxation management
Stress management
Anger management
Coping strategies
Counselling and support groups
Work with clients may occur in any environment including:
Social settings
Home
Drop in centres
Workplace
Vehicles/transport
Cafes, shopping centres
Structured programs
Legal settings
Other agencies or services
Supervisors and/or colleagues may include:
People from other services
Team members
Assistance may be sought from:
Other staff
Clinical mental health services
Acquired brain injury services
Community based support services
Legal services
Hospitals
Ambulance
Police
Interpreters
Consumer consultants
Transcultural consultants
Other services may include:
Carer/consumer groups
Psychosocial rehabilitation
Accommodation
Specialist disability
Legal
Day support
Employment and/or skill development service e.g. Life or living skills
Pre-vocational
Leisure
Recreation
Education
Social activities
Neuropsychological assessment
Behaviour consultancy services
Clinical treatment
Drug and alcohol
Health
Advocacy
Respite
Pharmacies
Financial
Torture/trauma
Spiritual support
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 clients and families and support network of the client
Members of the public seeking information
The contexts of working with clients include:
Contact with a service on a voluntary or involuntary basis
Contact with a statutory activity e.g. Notification, first juvenile offence
Within an intervention
Within a support activity or service
Organisation policies and procedures may include:
Emergencies
Work health and safety (WHS)
Referrals
Reporting
Goals, objectives and targets
Accountability
Code of conduct
Confidentiality
Grievance procedures
Establish a working relationship will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of children and young persons
Organisation policy and procedures
Relevant program standards
Organisation codes of conduct, ethics
Work with clients may:
Occur at established premises or at other locations used by outreach, street, remote or off-site services
Other locations may include the client's home, public places, workplaces or mobile service centres
Needs may include:
Emotional support
Social support
Financial advice
Cognitive/behavioural support
Food and clothing
Transport
Emergency relief
Legal advice
Accommodation support
Referral to other agencies
Harm minimisation
Financial device
Consumables
Legal advice
Appropriate communication and relationship building processes may include:
Engagement
Empathy
Non-judgemental manner
Active listening
Listening to the person
Acknowledging the person in a pleasant and accepting manner
Treating the person as an individual with their own life history, skills and interests
Rapport building
Warmth
Genuineness
Respect
Possibilities and options for responding to client needs may include:
Referral of the client to a colleague within the organisation
Referral of the client to other agencies in accordance with organisation policies and procedures
Respond to clients in distress and crisis will include:
Enlisting support and/or assistance from colleagues or emergency support as appropriate
Using calm and calming behaviour
Reporting incidents promptly and accurately
Services should promote the client's independence and abilities and take into account their:
Preferences
Ability to communicate
Level of stress or anxiety
Behavioural disturbance e.g. tears, agitation, despair, elation, mood swings, disinhibition caused by acquired brain injury
Verbal or physical aggression
Inappropriate responses
Family and peer support/self help
Need for encouragement
Cultural/linguistic background
Social circumstances e.g. family and social support
Client service processes may be informal and/or formal and may include:
Problem solving techniques
Evaluation
Interviewing techniques
Information provision
Group work
Individual support
Working with carers and others
Relaxation management
Stress management
Anger management
Coping strategies
Counselling and support groups
Work with clients may occur in any environment including:
Social settings
Home
Drop in centres
Workplace
Vehicles/transport
Cafes, shopping centres
Structured programs
Legal settings
Other agencies or services
Supervisors and/or colleagues may include:
People from other services
Team members
Assistance may be sought from:
Other staff
Clinical mental health services
Acquired brain injury services
Community based support services
Legal services
Hospitals
Ambulance
Police
Interpreters
Consumer consultants
Transcultural consultants
Other services may include:
Carer/consumer groups
Psychosocial rehabilitation
Accommodation
Specialist disability
Legal
Day support
Employment and/or skill development service e.g. Life or living skills
Pre-vocational
Leisure
Recreation
Education
Social activities
Neuropsychological assessment
Behaviour consultancy services
Clinical treatment
Drug and alcohol
Health
Advocacy
Respite
Pharmacies
Financial
Torture/trauma
Spiritual support
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
Consistency in performance should consider particular requirements of support provision delivered in the workplace
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
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
Consistency in performance should consider particular requirements of support provision delivered in the workplace
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 |
|---|---|---|---|
| D2341 | CHCCS419B | Provide support services to clients | Unit of competency |