What is the CHCCCS020 Respond Effectively to Behaviours of Concern course?
CHCCCS020 Respond Effectively to Behaviours of Concern is a nationally recognised unit for people who work with clients or patients whose behaviour can become a risk to themselves or others. Think of a person with dementia who becomes frightened and lashes out, or someone in a mental health crisis who starts shouting in a waiting room.
The unit teaches you to identify these behaviours early, plan a response with your team, act within your organisation’s policies and report what happened. It’s about safety and dignity for everyone involved, including you.
- 100% online, self-paced study
- Allow about 10 to 15 hours
- Case studies from aged care, disability and mental health
- Available Australia-wide
Location
Australia Wide
Delivery mode
Course duration
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Upcoming intake
Payment plans
Entry requirements
- There are no prerequisite units for CHCCCS020.
- Reasonable literacy skills, as you’ll work through case studies and written questions.
- A device with a camera, as one activity asks you to upload a short video.
- Basic computer and digital literacy skills, and reliable internet.
- Photo ID required for the online assessments.
- Must be 18+ (under 18 permitted with guardian consent).
What you’ll learn
This course follows the three parts of the CHCCCS020 unit: planning a response, applying it, and reporting and reviewing incidents. You’ll learn how to:
- Identify behaviours of concern within your work role and your organisation’s policies
- Understand how unmet needs, confusion and cognitive impairment can drive behaviour
- Plan responses that draw on other staff and resources
- Put your own safety and the safety of others first
- Respond promptly, firmly and diplomatically, using clear communication
- Recognise triggers and choose strategies that suit each situation
- Report incidents, take part in reviews and use debriefing and support
You’ll also cover the legal and ethical side of responding to behaviours of concern, and when to refer an issue to another professional.
Course units
This course is 100% online. You’ll complete one unit, CHCCCS020 Respond Effectively to Behaviours of Concern, through self-paced learning and online assessment tasks.
Self-Paced Online Course Learning
|units|What is this unit?
This unit covers the skills and knowledge to identify, respond to, report and review behaviours of concern in line with your work role and organisational policies.
Why it matters
Behaviours of concern can put clients, staff and others at risk. A planned, consistent response protects everyone and preserves the person’s dignity.
What you’ll learn
You’ll learn to recognise behaviours and their triggers, plan and apply a response, communicate effectively and report and review incidents.
How you’ll be assessed
Assessment is completed online through case studies, written questions and a short video upload activity.
Practical benefit
Once you’re competent, you’ll be better prepared to manage escalating situations safely and document them correctly.
Delivery & assessment
Delivery format
- 100% online, with no face-to-face attendance
- Self-paced learning you can fit around shifts
- Allow about 10 to 15 hours to work through the learning and assessments
Assessment method
You’ll complete five assessment activities:
- An introduction to behaviours of concern using a dementia example, including a short video upload
- Questions on defining and understanding behaviours of concern
- A case study on behaviours linked to unmet needs, such as confusion, cognitive impairment and wandering
- A mental health case study on multiple behaviours, their triggers and how to manage them
- Questions on typical organisational policies and procedures
You must complete all assessment tasks successfully to be deemed competent. Read our student information and assessment policies before you enrol.
Career pathways
CHCCCS020 is valued in roles where you work closely with vulnerable people. It supports roles such as:
- Health care assistant
- Assistant in nursing
- Patient transport officer
- Aged care, disability and mental health support workers
- Event medic
The unit adds to your skills and may count towards a qualification, but it won’t on its own qualify you for these roles.
Pathways into further training
Build on CHCCCS020 with these courses:
Certification and validity
When you complete the course, you’ll receive a nationally recognised Statement of Attainment for CHCCCS020 Respond Effectively to Behaviours of Concern.
The unit doesn’t expire, but many employers run regular refresher training on their own behaviour support policies.
Who should take this course?
This course suits people who may face challenging or unsafe behaviour at work, including:
- Aged care and dementia care workers
- Disability support workers
- Mental health and community support staff
- Patient transport officers and first responders
- Hospital and clinic support staff
- Students who need CHCCCS020 for a qualification
It’s a good fit if you want a clear, practical process for those moments when a situation starts to escalate.
Location
100% Online. Study from anywhere in Australia.
Pricing
$375
Included costs
- No additional admin fees for this program
See what our students have to say
“The structure was straightforward and the support was there when I needed it. Workshops were practical, and I always knew what I was working toward.”
“I wanted training that felt real. The scenarios, feedback and support helped me build skills I can actually apply, especially when things get stressful.”
“What stood out was how approachable the team is. They teach in a calm, practical way and make sure you understand the ‘why’, not just the steps.”
“I learned more than skills - I learned how to think clearly under pressure. The practical training and feedback helped me feel ready for real-world situations.”
Trusted first aid provider for leading Australian brands
How the online training works
Enrol, study and complete your assessments online, with no classroom time.
Enrol online and receive immediate access to the student portal.
Enrol anytime with our 100% online course.
Complete the online learning and assessments at your own pace.
Work through the learning materials, then allow about 10 to 15 hours in total for your study and assessment tasks.
Receive your Statement of Attainment upon successful completion.
Once you’re deemed competent, you’ll receive your nationally recognised Statement of Attainment.
FAQs
Have questions about CHCCCS020 Respond Effectively to Behaviours of Concern? Below you’ll find answers about the assessments, study time and who the unit suits.
What is CHCCCS020 Respond Effectively to Behaviours of Concern?
CHCCCS020 is a nationally recognised unit that covers how to identify behaviours of concern, respond safely within organisational policies, and report and review incidents.
What counts as a behaviour of concern?
Any behaviour that puts the person or others at risk, or limits their access to care. Examples include aggression, wandering, self-harm and verbal abuse, often linked to dementia, cognitive impairment or mental illness.
How long does CHCCCS020 take?
The course is self-paced. Most students should allow about 10 to 15 hours to work through the learning materials and assessments.
Is there a practical component?
There’s no face-to-face session. One activity asks you to upload a short video, so you’ll need a device with a camera. Everything else is case studies and written questions.
Does this course include physical restraint training?
No. The unit focuses on recognising behaviours, communication, planning a response and reporting. Any restraint or restrictive practice must follow your employer’s policies and the law.
CHCCCS020 for workplaces and teams
Need your care team trained to respond to behaviours of concern? We can help you enrol staff and keep everyone working to the same approach.
Stay safe when situations escalate
See how this course helps you respond calmly and keep yourself, colleagues and clients safe.
100% Online and Self-Paced
Nationally Recognised Unit
Real Care Sector Case Studies
Trusted Training Australia Wide
CHCCCS020 accredited training, real outcomes
This nationally recognised unit is delivered by International Paramedic College (RTO 45284) under strict compliance standards, so you can study with confidence.
Registered Training Organisation (RTO 45284)
International Paramedic College is an ASQA-approved Registered Training Organisation (RTO 45284) that delivers nationally recognised training and qualifications in Australia.
Nationally recognised qualifications
We deliver nationally recognised qualifications and accredited training that support real employment and workplace outcomes.
Certification you can use anywhere
Upon completing training, your results lead to a recognised certification that can be used for employment, workplace compliance, and further study.
Take the next step into healthcare
Ready to move towards a career in healthcare? Secure your place and start building the skills, experience, and confidence needed to work in real clinical environments.
Unsure where to start? Download your free course guide and talk to a course advisor today
Learn from experienced emergency care trainers
Our trainers have worked in pre-hospital care, mental health, disability and community health, and they’ve managed these situations themselves.
Susan Devlin
Susan Devlin is the Chief Executive Officer and Director of IPC, bringing over 20 years of experience in vocational education and training, business management and regulatory compliance. She leads IPC’s strategic direction with a focus on people, quality training and sustainable growth.
Kel Gale
Kel’s professional background spans training across the pre-hospital health care, maritime and tourism sectors, with a strong focus on providing practical, efficient, evidence-based education.
Reahanna Clark
Reahanna Clark is IPC’s Course Advisor, supporting new and continuing students as they navigate their training and career pathways in emergency health care. With over five years of RTO experience and a background in health sciences, she provides helpful guidance on course selection, enrolment, credit transfers, and RPL applications, helping students feel confident throughout their study journey.
Caroline Gey
Caroline leads IPC’s audit and compliance activities, ensuring quality training outcomes, regulatory compliance, and robust systems that support students, trainers, and industry partners.
Dave Mortimer
David is a registered paramedic with NSW Ambulance and a highly experienced trainer with over 12 years of first aid education experience. He delivers practical, engaging training across the IPC’s first aid courses and trains our Diploma of Emergency Health Care, bringing real emergency‑response insight to every class.
Dee Heffernan
Dee Heffernan is IPC’s Training and Professional Development Officer, working closely with partners to support training delivery and compliance. Drawing on her experience as a trainer and her paramedical studies, she helps partners stay informed, capable, and confident.
Cora O'Callaghan
Cora is IPC’s Training and Student Success Coordinator, supporting learners from enrolment through to course completion. Known for her solutions-focused style, she helps ensure students stay engaged, supported, and confident throughout their training journey.
Lynette Hawthorn
Lynette Hawthorn is a Training Coordinator at IPC, helping students navigate their courses and stay on track from start to finish. She is passionate about supporting learners as they develop the skills needed to make a difference in their communities.
Rebecca Wade
Rebecca Wade is a Trainer and Assessor with more than 30 years of experience across community and children’s services. Her career supporting vulnerable individuals shapes her practical, compassionate approach to first aid training.
Tony Ruttley
Tony Ruttley is a Trainer and Assessor with over 20 years of experience in sports medicine and emergency care. His background as a rugby league sports trainer brings valuable real-world insight into injury management and emergency response.
Harjot Singh Sandhu
Harjot Singh Sandhu is an experienced Trainer and Assessor with more than 13 years in disability, mental health, and community healthcare. His hands-on background helps him deliver engaging first aid training grounded in real-world scenarios.
Tamieka Huxley
Tamieka Huxley is a Trainer and Assessor delivering first aid training across the Northern NSW region. She is passionate about empowering local communities with the confidence and skills to respond effectively in emergencies.
Steve Tevelein
Steve Tevelein is a First Aid and CPR Trainer with extensive experience in emergency response and community service. As a long-time SES member, he brings practical knowledge into every training session.
Aligned with care sector requirements
This course reflects the national CHC Community Services training package and the organisational policies, duty of care and reporting requirements common across care settings.
Explore health career resources
Read practical guides on care and patient transport roles.
Get help starting your healthcare journey
If you’re exploring entry-level healthcare training, our team can guide you through enrolment, study options, and what to expect from this course.
