CHCCOM005 – Communicate and Work in Health or Community Services


CHCCOM005 – Communicate and Work in Health or Community Services

Outcomes of studying the CHCCOM005 – Communicate and Work in Health or Community Services:

  • Communicate effectively with people
  • Collaborate with colleagues
  • Address constraints to communication
  • Report problems to supervisor
  • Complete workplace correspondence and documentation
  • Contribute to continuous improvement

Unit CHCCOM005 – Communicate and Work in Health or Community Services describes the skills and knowledge required to communicate effectively with clients, patients, work colleagues, management and other industry providers in the health care and other sectors.

This unit of competency applies to a range of health and community service situations where workers may communicate either face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.

Elements and Performance Criteria for this Paramedical Unit:

To make it easier to understand Elements and Performance Criteria, think of the ‘element’ as the tasks you need to do to achieve a successful outcome, and ‘performance criteria’ being individual activities required to perform the task to the required standards.



Elements define the essential outcomes

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


1. Communicate effectively with people

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate service information in a manner that is clear and easily understood

1.3 Confirm the person’s understanding

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner and within confidentiality procedures

2. Collaborate with colleagues

2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions

2.2 Identify lines of communication between organisation and other services

2.3 Use industry terminology correctly in verbal, written and digital communications

2.4 Follow communication protocols that apply to interactions with different people and lines of authority


3. Address constraints to communication

3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures

3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques

3.3 Use communication skills to avoid, defuse and resolve conflict situations


4. Report problems to supervisor

4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor

4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people

4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities

4.4 Refer unresolved conflict situations to supervisor

5. Complete workplace correspondence and documentation

5.1 Complete documentation according to legal requirement and organisation procedures

5.2 Read workplace documents relating to role and clarify understanding with supervisor

5.3 Complete written and electronic workplace documents to organisation standards

5.4 Follow organisation communication policies and procedures for using digital media

5.5 Use clear, accurate and objective language when documenting events

6. Contribute to continuous improvement

6.1 Contribute to identifying and voicing improvements in work practices

6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements

6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development

6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action

Performance Evidence for CHCCOM005 – Communicate and Work in Health or Community Services:

Students must show evidence of the ability to complete tasks outlined in elements and performance criteria, manage tasks and manage contingencies in the context of the job role. There must be evidence of the student having:

  • demonstrated effective communication skills in 3 different work situations
  • clarified workplace instructions and negotiated time frames with 2 colleagues
  • responded appropriately to 3 different situations where communication constraints were present
  • completed 2 written or electronic workplace documents to organisation standards

Knowledge Evidence, CHCCOM005 – Communicate and Work in Health or Community Services:

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

  • legal and ethical considerations in relation to communication:
  • privacy, confidentiality and disclosure
  • discrimination
  • duty of care
  • mandatory reporting
  • translation
  • informed consent
  • work role boundaries – responsibilities and limitations
  • 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
  • sources of information and the application of legal and ethical aspects of health and community services work
  • ethical decision making and conflicts of interest
  • principles of effective communication, including models, modes and types
  • communication techniques:
  • open ended questions, affirmations, reflections and summaries
  • difference between motivational interviewing and coercive approach
  • difference between collaboration and confrontation
  • influences on communication:
  • language
  • culture
  • religion
  • emotional state
  • disability
  • health
  • age
  • potential constraints to effective communication in health and community service contexts
  • health and community services industry terminology relating to role and service provision
  • importance of grammar, speed and pronunciation for verbal communication
  • when and how to use and recognise non-verbal communication
  • structure, function and interrelationships between different parts of the health and community service system
  • organisation structure and different models to support optimum client service:
  • principles underpinning person-centred service delivery
  • principles of rights-based service delivery
  • different roles and responsibilities of team
  • characteristics of multi-disciplinary teams and how they are used
  • relationships between different members of the health and community services workforces
  • role of support services
  • links and interrelationships with other services
  • funding environment
  • digital media and use in community services and health sector, including:
  • web
  • email
  • social media
  • podcast and videos
  • tablets and applications
  • newsletters and broadcasts
  • intranet

Assessment Conditions for CHCCOM005 – Communicate and Work in Health or Community Services:

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.

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.

To see more details on this paramedical unit CHCCOM005 click here to view the full details here on

Do you want to develop an amazing career in pre-hospital emergency health care?

Health care jobs are becoming more and more popular. With so many different careers and job roles in health care, studying this essential unit of competency means you are also recognising the fact that your efforts will always be rewarded because what you learn here can be transferred across many job roles.

Taking the opportunity to visit you would soon realise there are 30 different qualifications in the Health (HLT) and Community Services (CHC) streams containing the Communicate and Work in Health or Community Services – with a further 23 accredited courses containing the same unit. Communication is the cornerstone of almost every interaction we have at work as well as in our personal lives. When you consider having the freedom and choice to move between different job roles is what most of us really want, this unit so valuable.

Want to build an amazing career in pre-hospital emergency health care?

Let’s make it happen together!

Reach out to us on 1300 377 741 or tell us a little about yourself by completing a career pathway plan!

Choose from these qualifications:

HLT31120 – Certificate III in Non-emergency Patient Transport
HLT41120 – Certificate IV in Health Care
HLT51020 – Diploma of Emergency Health Care

What is your career journey?

To discover how you can become a fully qualified Ambulance Paramedic or Basic/Advanced Life Support Medic, complete a personalised paramedical career development plan.