Unit of competency Outline
Date retreived
22/07/2026 5:53 AM AWST
22/07/2026 5:53 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.
Facilitate communication between clients and service providers
Facilitate communication between clients and service providers
Unit of competency
National Code
HLTAHW302B
HLTAHW302B
State Code
D5654
D5654
TGA Status
Replaced
Replaced
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
13/03/2014
Field of Education
061307 - Health Promotion
Original Release Date
13/03/2014
Nominal Hours
40
Description
This unit is to deal with the skills and knowledge required to assist clients to communicate information to health care providers and vice versa (including interpreting and translating where required) and to liaise with service providers in order to enable client access to a range of health services
Notes
Elements and Performance Criteria
1. Support clients in the use of a preferred language
- 1.1 Encourage and support Aboriginal and Torres Strait Islander clients to communicate in their preferred language
- 1.2 Accurately translate verbal and/or written information to address the needs of service providers and/or clients
- 1.3 Provide interpreting services as required to support relationships between service providers, carers, clients and the community
- 1.4 Advise clients as required of persons or organisations who may assist in interpreting a particular language
- 1.5 Assist clients as required to contact persons or organisations who can interpret a particular language
2. Translate verbal or written information into a form that is understood
- 2.1 Respond to requests for assistance with interpretation in line with organisation guidelines
- 2.2 Assess the need for interpretation and discuss with appropriate persons
- 2.3 Translate information from one language to the language(s) of the other person(s) involved
- 2.4 Regularly check the clarity of the communication, before and after the translation
- 2.5 Use clear, appropriate and accessible language that values and respects each individual
3. Facilitate communication between clients and service providers
- 3.1 Assist clients to explain their needs and issues and negotiate available options
- 3.2 Explain reasons for information needed by service providers to clients as required
- 3.3 Explain in detail services offered by specific health service providers to clients
- 3.4 Assist in ensuring the client has understood the information provided by the service provider
4. Liaise with health service providers in meeting client and community needs
- 4.1 Inform multi-disciplinary health service teams of ongoing and/or changing individual and community needs and issues that may impact on service provision
- 4.2 Communicate local community values, beliefs and gender roles to service providers as required
- 4.3 Explain the role of traditional healers in the community to service providers, if required
- 4.4 Consult health service providers about the organisation and delivery of health services in the community
- 4.5 Undertake consultation to provide clients with reasonable and timely access to general and specialist health services required outside their own community
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.
Cultural respect
This competency standard supports the recognition, protection and continued advancement of the inherent rights, cultures and traditions of Aboriginal and Torres Strait Islander peoples
It recognises that the improvement of the health status of Aboriginal and Torres Strait Islander people must include attention to physical, spiritual, cultural, emotional and social well-being, community capacity and governance
Its application must be culturally sensitive and supportive of traditional healing and health, knowledge and practices
Community control
Community participation and control in decision-making is essential to all aspects of health work, and the role of the health worker is to support the community in this process
Supervision
Supervision must be conducted in accordance with prevailing state/territory and organisation legislative and regulatory requirements
References to supervision may include either direct or indirect supervision of work by more experienced workers, supervisors, managers or other health professionals
A person at this level should only be required to make decisions about clients within the organisation's standard treatment protocols and associated guidelines
Legislative requirements
Federal, state or territory legislation may impact on workers' practices and responsibilities. Implementation of the competency standards should reflect the legislative framework in which a health worker operates. It is recognised that this may sometimes reduce the application of the Range of Variables in practice. However, assessment in the workplace or through simulation should address all essential skills and knowledge across the Range of Variables
Aboriginal and/or Torres Strait Islander Health Workers may be required to operate in situations that do not constitute 'usual practice' due to lack of resources, remote locations and community needs. As a result, they may need to possess more competencies than described by 'usual practice circumstances'
Under all circumstances, the employer must enable the worker to function within the prevailing legislative framework
Preferred language may include:
The language in which a person feels most comfortable communicating their needs, thoughts, feelings and opinions, including:
community language
English
sign language
Translation and interpreting services include:
Literal translation of written or spoken words of one person into the language of another person
Conveying the needs, feelings, opinions and ideas expressed by one person into a form that is understood by other persons
Clients may include:
Persons receiving health care
Persons who request assistance from the health worker
Family members and/or carers acting on behalf of clients
Members of the community
Service providers may include:
Health practitioners
Managers or other staff of health services/ organisations, including administrative/operative staff
People/workers providing a supportive or caring service to meet the holistic health care needs of the community or individuals
Appropriate persons may include:
The client, caregiver or health service provider
A person directly affected by the communication
A person who was or is party to the communication
The manager of a worker who is party to the communication, in some circumstances
An interpreter whom the community has assigned the role of clarifying communications
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.
Cultural respect
This competency standard supports the recognition, protection and continued advancement of the inherent rights, cultures and traditions of Aboriginal and Torres Strait Islander peoples
It recognises that the improvement of the health status of Aboriginal and Torres Strait Islander people must include attention to physical, spiritual, cultural, emotional and social well-being, community capacity and governance
Its application must be culturally sensitive and supportive of traditional healing and health, knowledge and practices
Community control
Community participation and control in decision-making is essential to all aspects of health work, and the role of the health worker is to support the community in this process
Supervision
Supervision must be conducted in accordance with prevailing state/territory and organisation legislative and regulatory requirements
References to supervision may include either direct or indirect supervision of work by more experienced workers, supervisors, managers or other health professionals
A person at this level should only be required to make decisions about clients within the organisation's standard treatment protocols and associated guidelines
Legislative requirements
Federal, state or territory legislation may impact on workers' practices and responsibilities. Implementation of the competency standards should reflect the legislative framework in which a health worker operates. It is recognised that this may sometimes reduce the application of the Range of Variables in practice. However, assessment in the workplace or through simulation should address all essential skills and knowledge across the Range of Variables
Aboriginal and/or Torres Strait Islander Health Workers may be required to operate in situations that do not constitute 'usual practice' due to lack of resources, remote locations and community needs. As a result, they may need to possess more competencies than described by 'usual practice circumstances'
Under all circumstances, the employer must enable the worker to function within the prevailing legislative framework
Preferred language may include:
The language in which a person feels most comfortable communicating their needs, thoughts, feelings and opinions, including:
community language
English
sign language
Translation and interpreting services include:
Literal translation of written or spoken words of one person into the language of another person
Conveying the needs, feelings, opinions and ideas expressed by one person into a form that is understood by other persons
Clients may include:
Persons receiving health care
Persons who request assistance from the health worker
Family members and/or carers acting on behalf of clients
Members of the community
Service providers may include:
Health practitioners
Managers or other staff of health services/ organisations, including administrative/operative staff
People/workers providing a supportive or caring service to meet the holistic health care needs of the community or individuals
Appropriate persons may include:
The client, caregiver or health service provider
A person directly affected by the communication
A person who was or is party to the communication
The manager of a worker who is party to the communication, in some circumstances
An interpreter whom the community has assigned the role of clarifying communications
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 of assessment:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Consistency of performance should be demonstrated over the required range of situations relevant to the workplace
Where, for reasons of safety, space, or access to equipment and resources, assessment takes place away from the workplace, the assessment environment should represent workplace conditions as closely as possible
Conditions of assessment:
This unit includes skills and knowledge specific to Aboriginal and/or Torres Strait Islander culture
Assessment must therefore be undertaken by a workplace assessor who has expertise in the unit of competency or who has the current qualification being assessed and who is:
Aboriginal or Torres Strait Islander him/herself
or:
accompanied and advised by an Aboriginal or Torres Strait Islander person who is a recognised member of the community with experience in primary health care
Context of assessment:
Competence should be demonstrated working individually, under supervision or as part of a primary health care team working with Aboriginal and/or Torres Strait Islander clients
Assessment should replicate workplace conditions as far as possible
Related units:
This unit may be assessed independently or in conjunction with other units with associated workplace application
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 of assessment:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Consistency of performance should be demonstrated over the required range of situations relevant to the workplace
Where, for reasons of safety, space, or access to equipment and resources, assessment takes place away from the workplace, the assessment environment should represent workplace conditions as closely as possible
Conditions of assessment:
This unit includes skills and knowledge specific to Aboriginal and/or Torres Strait Islander culture
Assessment must therefore be undertaken by a workplace assessor who has expertise in the unit of competency or who has the current qualification being assessed and who is:
Aboriginal or Torres Strait Islander him/herself
or:
accompanied and advised by an Aboriginal or Torres Strait Islander person who is a recognised member of the community with experience in primary health care
Context of assessment:
Competence should be demonstrated working individually, under supervision or as part of a primary health care team working with Aboriginal and/or Torres Strait Islander clients
Assessment should replicate workplace conditions as far as possible
Related units:
This unit may be assessed independently or in conjunction with other units with associated workplace application
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C8962 | HLTAHW302A | Facilitate communication between clients and service providers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D054 | HLT33207 | Certificate III in Aboriginal and/or Torres Strait Islander Primary Health Care | Qualification |
| J071 | HLT33212 | Certificate III in Aboriginal and-or Torres Strait Islander Primary Health Care | Qualification |
| 5207 | 52597WA | Certificate III in Two-Way Aboriginal Liaison | Accredited course |