CHCCOM006 — Establish and manage client relationships
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What an assessment for CHCCOM006 must cover
63 assessable components: 3 elements (17 performance criteria), 2 performance evidence and 44 knowledge evidence requirements. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Establish professional relationship with the client
- 1.1Establish relationship within appropriate professional boundaries
- 1.2Build trust and respect through use of effective communication techniques
- 1.3Identify and respond to client special needs
- 1.4Communicate in ways that take account of cultural considerations
- 1.5Exercise discretion and confidentiality
2 Manage client interactions
- 2.1Use a collaborative and person centred approach when working with clients
- 2.2Use motivational interviewing as a basis for client interactions
- 2.3Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions
- 2.4Support the client to identify and articulate key information that supports the provision of service
- 2.5Encourage clients to voice queries or concerns and address these appropriately
- 2.6Respond to difficult or challenging behaviour using established techniques
- 2.7Maintain professional integrity and boundaries at all times
- 2.8Work 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
- 3.1Select the most appropriate mode of communication for the information being provided
- 3.2Use language and terminology that the client will understand
- 3.3Present information clearly and with sufficient detail to meet client needs
- 3.4Confirm with client that the information has been understood and address any unresolved issues
Performance evidence
- 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
- legal and ethical considerations for establishing and managing client relationships and how these are applied: privacy, confidentiality and disclosure
- legal and ethical considerations for establishing and managing client relationships and how these are applied: human rights
- legal and ethical considerations for establishing and managing client relationships and how these are applied: work role boundaries including: responsibilities and limitations
- legal and ethical considerations for establishing and managing client relationships and how these are applied: work role boundaries including: appropriate sexual, physical and emotional boundaries
- legal and ethical considerations for establishing and managing client relationships and how these are applied: work role boundaries including: use of enquiry only as appropriate and necessary
- legal and ethical considerations for establishing and managing client relationships and how these are applied: work role boundaries including: awareness of potential client transference
- legal and ethical considerations for establishing and managing client relationships and how these are applied: work role boundaries including: staying within area of expertise
- modes and techniques for effective communication, including: active listening, questioning, clarifying, advising
- modes and techniques for effective communication, including: empathy, trust and respect
- modes and techniques for effective communication, including: appropriate verbal and non-verbal communication
- modes and techniques for effective communication, including: use of communication aids
- modes and techniques for effective communication, including: tone and presentation
- role of motivational interviewing during client interactions to facilitate: client support
- role of motivational interviewing during client interactions to facilitate: case taking
- role of motivational interviewing during client interactions to facilitate: negotiation with client
- role of motivational interviewing during client interactions to facilitate: education of client
- role of motivational interviewing during client interactions to facilitate: information giving
- techniques for motivational interviewing: attending skills, use of body language
- techniques for motivational interviewing: paraphrasing
- techniques for motivational interviewing: reflecting feelings
- techniques for motivational interviewing: open and closed questioning or probing
- techniques for motivational interviewing: summarising
- techniques for motivational interviewing: reframing
- techniques for motivational interviewing: exploring options
- techniques for motivational interviewing: normalising statements
- barriers and influences on communication and ways to respond: language
- barriers and influences on communication and ways to respond: culture
- barriers and influences on communication and ways to respond: religion
- barriers and influences on communication and ways to respond: emotional state
- barriers and influences on communication and ways to respond: disability
- barriers and influences on communication and ways to respond: health
- barriers and influences on communication and ways to respond: age
- barriers and influences on communication and ways to respond: presence of children and/or spouse
- techniques for dealing with difficult communication situations: managing emotions
- techniques for dealing with difficult communication situations: defusing anger
- techniques for dealing with difficult communication situations: clarifying the issues
- techniques for dealing with difficult communication situations: maintaining composure and professional attitude
- techniques for dealing with difficult communication situations: providing support
- techniques for dealing with difficult communication situations: seeking assistance
- types of information that may be provided to clients as relevant: appointment details, directions
- types of information that may be provided to clients as relevant: costs and payment options
- types of information that may be provided to clients as relevant: client options, service information, referral details
- types of information that may be provided to clients as relevant: general health and self care information
- types of information that may be provided to clients as relevant: service provider credentials or information
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Questions about assessing CHCCOM006
What does an assessment tool for CHCCOM006 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for CHCCOM006 needs to address all 63 unit components: 3 elements with 17 performance criteria, 2 performance evidence requirements, 44 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for CHCCOM006?
Auditori pulls the current release of CHCCOM006 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for CHCCOM006 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing CHCCOM006 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of CHCCOM006, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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