Assessor Resource

CHCECE029
Respond to problems and complaints about the service

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to effectively resolve grievances and complaints about the service.

The unit applies to educators who work with children in a variety of education and care services.

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.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance Criteria specify the level of performance needed to demonstrate achievement of the Element.

1.Respond to a family member’s concerns about their child

1.1 Discuss observations about the child in the service

1.2 Collate and present feedback and views of all workers involved with the child

1.3 Discuss concern and identify key issue/s with the family member

1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

1.5 Confirm next steps and clarify agreement with all relevant parties

2. Acknowledge and address grievances and complaints

2.1 Listen respectfully to person’s concerns

2.2 Identify, investigate and discuss issues underlying complaint according to guidelines

2.3 Prioritise and take action as quickly as the situation requires

2.4 Explain complaint process and inform complainant of what can and can not be expected from process

2.5 Refer complaint to appropriate procedures or forums as appropriate

3. Effect resolution of complaints

3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process

3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

3.3 Facilitate mediation between parties concerned as relevant

3.4 Obtain resolution or an agreement for moving forward or setting aside issues

3.5 Document process and outcomes according to the organisation’s procedures

4. Review outcomes

4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint

4.2 Clarify any misunderstandings or concerns regarding process or own role

4.3 Use feedback and lessons learned to identify and implement improvements to own practice and service

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance Criteria specify the level of performance needed to demonstrate achievement of the Element.

1.Respond to a family member’s concerns about their child

1.1 Discuss observations about the child in the service

1.2 Collate and present feedback and views of all workers involved with the child

1.3 Discuss concern and identify key issue/s with the family member

1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

1.5 Confirm next steps and clarify agreement with all relevant parties

2. Acknowledge and address grievances and complaints

2.1 Listen respectfully to person’s concerns

2.2 Identify, investigate and discuss issues underlying complaint according to guidelines

2.3 Prioritise and take action as quickly as the situation requires

2.4 Explain complaint process and inform complainant of what can and can not be expected from process

2.5 Refer complaint to appropriate procedures or forums as appropriate

3. Effect resolution of complaints

3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process

3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

3.3 Facilitate mediation between parties concerned as relevant

3.4 Obtain resolution or an agreement for moving forward or setting aside issues

3.5 Document process and outcomes according to the organisation’s procedures

4. Review outcomes

4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint

4.2 Clarify any misunderstandings or concerns regarding process or own role

4.3 Use feedback and lessons learned to identify and implement improvements to own practice and service

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Discuss observations about the child in the service 
Collate and present feedback and views of all workers involved with the child 
Discuss concern and identify key issue/s with the family member 
Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together 
Confirm next steps and clarify agreement with all relevant parties 
Listen respectfully to person’s concerns 
Identify, investigate and discuss issues underlying complaint according to guidelines 
Prioritise and take action as quickly as the situation requires 
Explain complaint process and inform complainant of what can and can not be expected from process 
Refer complaint to appropriate procedures or forums as appropriate 
Ensure parties are clear about confidentiality and the rights of others and protect these during the process 
Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures 
Facilitate mediation between parties concerned as relevant 
Obtain resolution or an agreement for moving forward or setting aside issues 
Document process and outcomes according to the organisation’s procedures 
Seek feedback from relevant parties about the resolution of problem and/or complaint 
Clarify any misunderstandings or concerns regarding process or own role 
Use feedback and lessons learned to identify and implement improvements to own practice and service 
Discuss observations about the child in the service 
Collate and present feedback and views of all workers involved with the child 
Discuss concern and identify key issue/s with the family member 
Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together 
Confirm next steps and clarify agreement with all relevant parties 

Forms

Assessment Cover Sheet

CHCECE029 - Respond to problems and complaints about the service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CHCECE029 - Respond to problems and complaints about the service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: