CHCCOM001 - Provide first point of contact
Overview
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.
Assessment
For Melbourne campuses
Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.
Students will be expected to demonstrate the following required skills:
- provided information to 3 people presenting with multi-faceted needs;
- collected and documented identifying information for 3 people accessing the service, and;
- used communication and problem solving skills to respond appropriately to the behaviours of each of the following individuals at least once: a person demonstrating aggressive behaviour; a person who is distressed, and; a person with a cognitive impairment.
Students will also be expected to demonstrate the following knowledge:
- factors to consider when providing information and service;
- strategies and techniques for dealing with problems and challenging behaviours and situations;
- assertive communication and conflict avoidance techniques;
- specific organisation or sector information, and;
- legal and ethical considerations.
Required reading
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.
As part of a course
This unit is studied as part of the following course(s):