Competencies covered

Competency: CHCADV001 Facilitate the interests and rights of clients

Element: 1 Facilitate the realisation of client interests, rights and needs

1.1 Discuss the rights and responsibilities of all parties with client
1.2 Provide client with researched, relevant and timely information on their rights and responsibilities
1.3 Assist clients to identify their own interests, rights, needs, choices and responsibilities
1.4 Identify when rights are infringed or not being met
1.5 Provide client with information on available options for meeting their rights and needs and assist them to identify their preferred option

Element: 2 Advocate in accordance with client preferences and requests to optimise client outcomes

2.1 Undertake an assessment to identify client’s ability to advocate for self
2.2 Initiate, negotiate and implement relevant strategies for addressing client rights and needs in collaboration with the client
2.3 Identify potential barriers as well as resources
2.4 Identify and contact the most appropriate individuals and/or organisations and represent the client to optimise outcomes for the client
2.5 Ensure information is kept in confidence unless authorisation is given to release it

Element: 3 Provide ongoing support to clients

3.1 Support and encourage clients to exercise their rights and personal preferences without compromising their safety and that of others
3.2 Consult with supervisor, other support workers and the service about interests, rights and needs of clients in a way that upholds their rights and supports their reasonable expectations
3.3 Identify situations of risk or potential risk and refer appropriately
3.4 Apply work practices to minimise potential for harm to clients, self and others
3.5 Conduct all activities in accordance with legal, organisation and duty of care requirements

Element: 4 Support clients making a complaint

4.1 Discuss organisation and legal complaints mechanism and ensure client is aware of rights and responsibilities
4.2 Assist client in lodging a complaint
4.3 Monitor process and provide ongoing support and information to client

Element: 5 Review progress

5.1 Discuss progress and outcomes with the client and collaborate on further action as necessary
5.2 Ensure follow up and links to other services as required and in accordance with client preferences
5.3 Obtain feedback and identify opportunities for improvement to own work and action as appropriate

Unit Description

This unit describes the skills and knowledge required to assist clients to identify their rights, voice their needs and concerns and realise their interests, rights and needs.

This unit applies to workers of all levels in a range of health or community services settings who provide services using a human rights based approach and have direct interaction with clients.


Universal Declaration of Human Rights.
Relationship between human needs and human rights.
Human rights frameworks, approaches, instruments.
Legal and ethical considerations (international, national, state/territory, local) related to facilitation of client rights and interests and how these impact individual workers.
Common risks to client safety and well-being.
Relevance of child protection across all health and community services contexts, including duty of care when child is not the client, indicators of risk and adult disclosure.
Actions that constitute discrimination and techniques for addressing it types of community resources, networks and referral options relevant to the nature of client service.
Potential conflict between client needs and organisation requirements.
Differences between negotiation, advocacy, and mediation.
Negotiation, advocacy, mediation techniques for the facilitation of client rights. Empowerment and disempowerment.

Unit offerings

Face to face: (Demand based)

Please note

The Unit Offerings listed above are a guide only and the timetable for any year is the final authority. The College may vary offerings based on demand, regulatory requirements, continual improvement processes or other conditions.

This unit may be available in different modes of delivery i.e. online and face-to-face as listed above. The unit content will not differ between these modes of delivery. There will possibly be a difference in the schedule and/or the prescribed assessment tasks, however both will cover and assess the same content.