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Unit of competency details

CHCCOM006 - Establish and manage client relationships (Release 2)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes HLTCOM404C - Communicate effectively with clientsThis version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Significant changes to performance criteria. New evidence requirements for assessment including volume and frequency requirements. Significant changes to knowledge evidence. 05/Aug/2015

Release Status:
Current
Releases:
ReleaseRelease date
2 (this release) 08/Dec/2015
(View details for release 1) 06/Aug/2015


Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
HLT52615 - Diploma of Ayurvedic Lifestyle ConsultationDiploma of Ayurvedic Lifestyle Consultation1-2 
HLT57415 - Diploma of AudiometryDiploma of Audiometry
HLT52015 - Diploma of Remedial MassageDiploma of Remedial Massage1-2 
HLT42015 - Certificate IV in Massage TherapyCertificate IV in Massage Therapy1-2 
HLT52515 - Diploma of ReflexologyDiploma of Reflexology1-2 
HLT52215 - Diploma of Shiatsu and Oriental TherapiesDiploma of Shiatsu and Oriental Therapies1-2 
HLT52415 - Diploma of KinesiologyDiploma of Kinesiology1-2 
HLT52315 - Diploma of Clinical AromatherapyDiploma of Clinical Aromatherapy1-2 
HLT62615 - Advanced Diploma of AyurvedaAdvanced Diploma of Ayurveda1-2 
CHC53215 - Diploma of Alcohol and Other DrugsDiploma of Alcohol and Other Drugs1-2 
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Accredited courses that have this unit in the completion mapping

CodeSort Table listing Accredited courses that have this unit in the completion mapping by the Code columnTitleSort Table listing Accredited courses that have this unit in the completion mapping by the Title column
10708NAT - Advanced Diploma of Integrative Complementary MedicineAdvanced Diploma of Integrative Complementary Medicine 
10177NAT - Diploma of Clinical HypnotherapyDiploma of Clinical Hypnotherapy 
10865NAT - Certificate IV in Yoga TeachingCertificate IV in Yoga Teaching 
10687NAT - Diploma of Sports Therapy KinesiologyDiploma of Sports Therapy Kinesiology 
10831NAT - Certificate IV in Energy KinesiologyCertificate IV in Energy Kinesiology 
10846NAT - Certificate IV in Bowen TherapyCertificate IV in Bowen Therapy 
10838NAT - Diploma of Professional Pilates InstructionDiploma of Professional Pilates Instruction 
10137NAT - Certificate IV in Remedial Yoga TeachingCertificate IV in Remedial Yoga Teaching 
10594NAT - Diploma of Mind Body MedicineDiploma of Mind Body Medicine 
10561NAT - Certificate IV in Holistic Counselling and Mind-Body MedicineCertificate IV in Holistic Counselling and Mind-Body Medicine 
10540NAT - Certificate IV in Yoga TeachingCertificate IV in Yoga Teaching 
10567NAT - Diploma of Pilates Movement TherapyDiploma of Pilates Movement Therapy 
10537NAT - Diploma of Professional Pilates InstructionDiploma of Professional Pilates Instruction 
10811NAT - Diploma of Modern PsychologyDiploma of Modern Psychology 
52763WA - Advanced Diploma of Functional KinesiologyAdvanced Diploma of Functional Kinesiology 
10867NAT - Diploma of Pilates Movement TherapyDiploma of Pilates Movement Therapy 
10701NAT - Advanced Diploma of Transpersonal TherapyAdvanced Diploma of Transpersonal Therapy 
10622NAT - Certificate IV in Ayurveda AromatherapyCertificate IV in Ayurveda Aromatherapy 
10623NAT - Diploma of Ayurveda AromatherapyDiploma of Ayurveda Aromatherapy 
52792WA - Advanced Diploma of Holistic Classical Yoga PracticesAdvanced Diploma of Holistic Classical Yoga Practices 
10484NAT - Certificate III in Psychosomatic TherapyCertificate III in Psychosomatic Therapy 
10585NAT - Certificate III in Career AdvancementCertificate III in Career Advancement 
10821NAT - Certificate III in Psychosomatic TherapyCertificate III in Psychosomatic Therapy 
10696NAT - Certificate IV in Yoga TeachingCertificate IV in Yoga Teaching 
10698NAT - Diploma of Weight ManagementDiploma of Weight Management 
10286NAT - Advanced Diploma of Oral Health (Dental Hygiene)Advanced Diploma of Oral Health (Dental Hygiene) 
10533NAT - Certificate IV in Bowen TherapyCertificate IV in Bowen Therapy 
10699NAT - Diploma of Creative ExpressionDiploma of Creative Expression 

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 090513 Counselling  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 090513 Counselling  02/Nov/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 2

This version was released in CHC Community Services Training Package release 3.0.

Typographical error updated.

Equivalent outcome.

Release 1

This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages.

Significant changes to performance criteria. New evidence requirements for assessment including volume and frequency requirements. Significant changes to knowledge evidence.

Application

This unit describes the skills and knowledge to establish and manage professional one-to-one relationships with clients in the context of providing an ongoing health service or intervention.

This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements define the essential outcomes

Performance criteria specify the performance needed to demonstrate achievement of the element

1. Establish professional relationship with the client

1.1 Establish relationship within appropriate professional boundaries

1.2 Build trust and respect through use of effective communication techniques

1.3 Identify and respond to client special needs

1.4 Communicate in ways that take account of cultural considerations

1.5 Exercise discretion and confidentiality

2. Manage client interactions

2.1 Use a collaborative and person centred approach when working with clients

2.2 Use motivational interviewing as a basis for client interactions

2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions

2.4 Support the client to identify and articulate key information that supports the provision of service

2.5 Encourage clients to voice queries or concerns and address these appropriately

2.6 Respond to difficult or challenging behaviour using established techniques

2.7 Maintain professional integrity and boundaries at all times

2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral

3. Provide effective responses to client enquiries

3.1 Select the most appropriate mode of communication for the information being provided

3.2 Use language and terminology that the client will understand

3.3Present information clearly and with sufficient detail to meet client needs

3.4 Confirm with client that the information has been understood and address any unresolved issues

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

 

Assessment requirements

Modification History

Release 

Comments 

Release 2

This version was released in CHC Community Services Training Package release 3.0.

Typographical error updated.

Equivalent outcome.

Release 1

This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages.

Significant changes to performance criteria. New evidence requirements for assessment including volume and frequency requirements. Significant changes to knowledge evidence.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

  • established and managed client relationships and boundaries appropriately during the provision of services to 3 clients
  • developed responses to 3 different situations involving difficult or challenging behaviour

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

  • legal and ethical considerations for establishing and managing client relationships and how these are applied:
  • privacy, confidentiality and disclosure
  • human rights
  • work role boundaries including:
  • responsibilities and limitations
  • appropriate sexual, physical and emotional boundaries
  • use of enquiry only as appropriate and necessary
  • awareness of potential client transference
  • staying within area of expertise
  • modes and techniques for effective communication, including:
  • active listening, questioning, clarifying, advising
  • empathy, trust and respect
  • appropriate verbal and non-verbal communication
  • use of communication aids
  • tone and presentation
  • role of motivational interviewing during client interactions to facilitate:
  • client support
  • case taking
  • negotiation with client
  • education of client
  • information giving
  • techniques for motivational interviewing:
  • attending skills, use of body language
  • paraphrasing
  • reflecting feelings
  • open and closed questioning or probing
  • summarising
  • reframing
  • exploring options
  • normalising statements
  • barriers and influences on communication and ways to respond:
  • language
  • culture
  • religion
  • emotional state
  • disability
  • health
  • age
  • presence of children and/or spouse
  • techniques for dealing with difficult communication situations:
  • managing emotions
  • defusing anger
  • clarifying the issues
  • maintaining composure and professional attitude
  • providing support
  • seeking assistance
  • types of information that may be provided to clients as relevant:
  • appointment details, directions
  • costs and payment options
  • client options, service information, referral details
  • general health and self care information
  • service provider credentials or information

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53