Unit of competency details

CHCCS407C - Operate referral procedures (Release 1)


Usage recommendation:
The Deleted usage recommendation was implemented on 13 June 2017 to describe training components that have no replacement. Enrolments in training components and statements of attainment or qualifications issued before 13 June 2017 are valid. For any components marked as deleted after 13 June 2017, the applicable transition/teach-out periods apply. For specific questions regarding the enrolment, delivery or issuance of a statement of attainment/qualification, please contact your training regulator.
DeletedDeleted from CHC08 Community Services Training Package07/Dec/2015
Supersedes and is equivalent to CHCCS407B - Operate referral proceduresISC upgrade changes to remove references to old OHS legislation and replace with references to new WHS legislation.06/May/2012

Release Status:
ReleaseRelease date
1 1 (this release) 07/May/2012

Accredited courses that have this unit in the completion mapping

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
CHC08 - Community Services Training PackageCommunity Services Training Package 4.0-4.2 
BSB07 - Business Services Training PackageBusiness Services Training Package 7.0-9.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-2.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
CHC51912 - Diploma of Relationship EducationDiploma of Relationship Education 
CHC51812 - Diploma of Family Intake and Support WorkDiploma of Family Intake and Support Work 
CHC42512 - Certificate IV in Community Services (Information, advice and referral)Certificate IV in Community Services (Information, advice and referral) 
CHC42412 - Certificate IV in Relationship EducationCertificate IV in Relationship Education 
CHC42112 - Certificate IV in Career DevelopmentCertificate IV in Career Development 
CHC42012 - Certificate IV in Employment ServicesCertificate IV in Employment Services 
CHC41012 - Certificate IV in Community Services AdvocacyCertificate IV in Community Services Advocacy 
CHC40708 - Certificate IV in Community Services WorkCertificate IV in Community Services Work 
BSB30915 - Certificate III in Business Administration (Education)Certificate III in Business Administration (Education) 1-2 
BSB30912 - Certificate III in Business Administration (Education)Certificate III in Business Administration (Education) 
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SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 090515 Welfare Studies  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 090515 Welfare Studies  02/Oct/2012 
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Modification History

CHC08 Version 3 

CHC08 Version 4  


CHCCS407B Operate referral procedures

CHCCS407C Operate referral procedures

ISC upgrade changes to remove references to old OHS legislation and replace with references to new WHS legislation. No change to competency outcome.

Unit Descriptor


This unit describes the knowledge and skills required to confirm the needs of clients, advise them of referral options and arrange the referral

Application of the Unit


The support may be provided in a one to one service delivery mode or in a group

Licensing/Regulatory Information

Not Applicable


Not Applicable

Employability Skills Information

Employability Skills 

This unit contains Employability Skills

Elements and Performance Criteria Pre-Content

Elements define the essential outcomes of a unit of competency.

The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement.

Elements and Performance Criteria



1. Confirm client needs

1.1 Discuss client presenting needs with the client

1.2 Confirm client history and records

1.3 Document client's service expectations

1.4 Develop a plan of action is confirm with the client

2. Advise on referral options

2.1 Outline services to assist the client

2.2 Discuss process of referral with the client

2.3 Outline client's responsibilities and any conditions

3. Arrange referral

3.1 Clarify timeframes and procedures for accessing services

3.2 Follow referral procedures with all providers

3.3 Inform clients of progress towards meeting agreed service expectation and plan of action

3.4 Communicate to service provider and client, processes to review and manage service provision

Required Skills and Knowledge


This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

  • Available services and constraints on delivery
  • The broader service delivery and training networks in the local area
  • Process of referral and documentation of the referral

Essential skills:

It is critical that the candidate demonstrate the ability to:

  • Identify presenting needs and respond appropriately within the guidelines of the service
  • Interpret and apply relevant policies
  • Demonstrate application of skills in:
  • appropriate one to one communication process
  • record-keeping and documentation processes, including effective use of relevant information technology in line with work health and safety (WHS) guidelines

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
  • Evidence must include observation of performance in the work environment or in a simulated work setting
  • Evidence must include demonstration over a period of time to ensure consistency of performance

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 delivered and assessed independently, however holistic assessment practice with other community services units of competency is encouraged
  • Resource requirements for assessment include access to:
  • an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment
  • equipment and resources normally used in the workplace

Method of assessment may include:

  • Observations
  • Questioning
  • Evidence gathered from the workplace environment

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.

Presenting needs refers to:

  • Those readily observable or easily communicated needs prior to any counselling service
    Examples include:
  • unemployment
  • lack of benefit payment
  • difficulty in communicating
  • cognitive impairment
  • financial difficulties

Service expectations refers to:

  • The type of assistance the client considers they require and includes a comment on urgency and breadth of the requirement.

Process of referral may:

  • Differ between agencies, however in the context of this unit it is implied that there is a formal process which is applied and communicated

Plan of action refers to:

  • The agreed responsibilities and actions to support the client move towards increased interaction and engagement with the community

Unit Sector(s)

Not Applicable