Unit of competency Outline

Date retreived
22/07/2026 11:39 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.

Communicate with people accessing the services of the organisation

Communicate with people accessing the services of the organisation

Unit of competency
National Code
CHCCOM201C
State Code
D2311
TGA Status
Deleted
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
21/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
21/07/2014
Nominal Hours
15
Description
DescriptorThis unit describes the knowledge and skills required by community services workers who may have limited contact with clients in terms of content and timing and operate under direct supervision
Notes
Elements and Performance Criteria
1. Communicate appropriately with clients of the organisation
  • 1.1 Use verbal and non-verbal communication as appropriate
  • 1.2 Conduct short interpersonal exchanges to clarify meaning and understand request/inquiry
  • 1.3 Provide information relevant to accessing the service
  • 1.4 Take time to listen for relevant information concerning inquiry/request
  • 1.5 Demonstrate respect for diversity when communicating with clients
  • 1.6 Respond to messages appropriately
  • 1.7 Refer to appropriate person within organisation guidelines and procedures
2. Present a positive image of the service to the public
  • 2.1 Conduct communication with the public in a courteous manner and respecting privacy
  • 2.2 Demonstrate standards of personal presentation appropriate to the organisation
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 and others may include:
Family members and friends of the client
Existing clients who do not know what other services are available or how to access those services
People making general inquiries of the service


Communication may be in:
English
Sign language
Community language as required by the service/organisation


Diversity may relate to differences and may include:
Physical
Cultural
Religious/spiritual
Social
Age


Organisation guidelines for referral may be:
Written or verbal
By phone


Communication may be via:
Verbal conversations either in person or via telephone
Written notes
Worker, family member or friend who has second language
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 best assessed in the workplace or in a realistic simulated workplace setting under the normal range of workplace conditions
Assessment should include a range of clients, reflecting the diverse nature of these who may access the service


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 appropriately simulated environment where assessment may take place


Method of assessment:
Assessment may include observation, questioning and evidence gathered from the workplace setting
Replaces
State Code National Code Title Type
S3046 CHCCOM1B Communicate with people accessing the services of the organisation Unit of competency