Assessor Resource

CHCMGT006
Coordinate client directed services

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to coordinate and monitor the implementation of services to clients.

Workers at this level are team leaders responsible for consulting with clients to obtain agreement regarding service options and coordinating all aspects of service provision.

This unit applies to a range of health and community service environments providing client directed care and support.

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 performance needed to demonstrate achievement of the element

1. Prepare for client meeting

1.1 Ensure reference and promotional material is updated on a regular basis to support the communication process

1.2 Access client information to determine service options and availability

1.3 Prepare promotional material and/or written service proposal for presentation to client

2. Discuss service options with client

2.1 Discuss client preferences, needs, expectations and previous experiences regarding service provision

2.2 Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences

2.3 Promote benefits of organisation to client and respond to queries in an accurate and positive manner

2.4 Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget

2.5 Ensure that complaints and feedback avenues are explained to the client

2.6 Determine and discuss follow up requirements

2.7 Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics

3. Communicate with support staff and other service providers

3.1 Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation

3.2 Ensure that service plans reflect identified goals and needs to achieve the required outcomes

3.3 Maintain, evaluate and review service plans against requirements on a regular planned basis

3.4 Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients

3.5 Ensure that changes to service provision are agreed and authorised by all relevant parties

4. Manage ongoing requirements of client load

4.1 Develop and implement strategies to retain clients and build loyalty

4.2 Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision

4.3 Obtain and act on feedback from service providers on progress of clients

4.4 Use feedback to evaluate service provision and make recommendations to organisation

4.5 Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role

4.6 Meet statutory and organisation documenting and reporting requirements

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 performance needed to demonstrate achievement of the element

1. Prepare for client meeting

1.1 Ensure reference and promotional material is updated on a regular basis to support the communication process

1.2 Access client information to determine service options and availability

1.3 Prepare promotional material and/or written service proposal for presentation to client

2. Discuss service options with client

2.1 Discuss client preferences, needs, expectations and previous experiences regarding service provision

2.2 Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences

2.3 Promote benefits of organisation to client and respond to queries in an accurate and positive manner

2.4 Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget

2.5 Ensure that complaints and feedback avenues are explained to the client

2.6 Determine and discuss follow up requirements

2.7 Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics

3. Communicate with support staff and other service providers

3.1 Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation

3.2 Ensure that service plans reflect identified goals and needs to achieve the required outcomes

3.3 Maintain, evaluate and review service plans against requirements on a regular planned basis

3.4 Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients

3.5 Ensure that changes to service provision are agreed and authorised by all relevant parties

4. Manage ongoing requirements of client load

4.1 Develop and implement strategies to retain clients and build loyalty

4.2 Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision

4.3 Obtain and act on feedback from service providers on progress of clients

4.4 Use feedback to evaluate service provision and make recommendations to organisation

4.5 Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role

4.6 Meet statutory and organisation documenting and reporting requirements

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
 
 
Ensure reference and promotional material is updated on a regular basis to support the communication process 
Access client information to determine service options and availability 
Prepare promotional material and/or written service proposal for presentation to client 
Discuss client preferences, needs, expectations and previous experiences regarding service provision 
Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences 
Promote benefits of organisation to client and respond to queries in an accurate and positive manner 
Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget 
Ensure that complaints and feedback avenues are explained to the client 
Determine and discuss follow up requirements 
Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics 
Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation 
Ensure that service plans reflect identified goals and needs to achieve the required outcomes 
Maintain, evaluate and review service plans against requirements on a regular planned basis 
Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients 
Ensure that changes to service provision are agreed and authorised by all relevant parties 
Develop and implement strategies to retain clients and build loyalty 
Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision 
Obtain and act on feedback from service providers on progress of clients 
Use feedback to evaluate service provision and make recommendations to organisation 
Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role 
Meet statutory and organisation documenting and reporting requirements 

Forms

Assessment Cover Sheet

CHCMGT006 - Coordinate client directed services
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

CHCMGT006 - Coordinate client directed services

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: