Assessor Resource

CSCORG025
Manage the delivery of a quality correctional service

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills required to analyse service needs, provide and review services, promote services and develop and enhance services.

This unit applies to those working in a management role within justice services.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to the provision of services in the organisation.

Those undertaking this unit work autonomously, frequently accessing and evaluating support from a broad range of sources. The role requires highly sophisticated analysis and organisation skills.

No licensing, legislative or certification requirements apply to unit at the time of publication.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Analyse service needs

1.1 Research information on the history, profiles and needs of clients using a range of accurate and reliable information.

1.2 Develop and maintain relevant and accurate records of needs.

1.3 Identify and review service requirements routinely to ensure that needs will be met through new and expanded services.

1.4 Respond to feedback with positive, flexible options and proposals for improvements.

2. Provide and review services

2.1 Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way.

2.2 Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources.

2.3 Identify individual differences and special needs and consider these in service design.

2.4 Review service delivery to ensure that it reflects current best practice.

2.5 Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements.

3. Promote service

3.1 Promote and market service to potential clients to ensure that the benefits and costs are clearly presented.

3.2 Identify potential areas of difficulty in service and recommend solutions and a range of service options.

3.3 Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level.

3.4 Assist service users to identify their needs and select the most suitable available service.

4. Develop and enhance service

4.1 Check that changes to service are within policy and budgetary frameworks.

4.2 Use relevant information relating to demand and trends to review client service delivery.

4.3 Use information on products and services to match client needs and service delivery.

4.4 Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

establishing and maintaining a network of current and potential service users

incorporating the requirements of specific groups into service design and delivery

interpreting feedback from clients and service users

reviewing service design and delivery in conjunction with user needs, circumstances, feedback and outcomes

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislative and regulatory frameworks influencing provision of services in correctional organisations

current developments in effective service delivery in correctional services

current quality assurance commitments and processes

current performance management systems, policies and processes

marketing and promotion techniques

Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual responsible for managing service delivery in a correctional setting, including coping with difficulties, irregularities and changes to routine.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Analyse service needs

1.1 Research information on the history, profiles and needs of clients using a range of accurate and reliable information.

1.2 Develop and maintain relevant and accurate records of needs.

1.3 Identify and review service requirements routinely to ensure that needs will be met through new and expanded services.

1.4 Respond to feedback with positive, flexible options and proposals for improvements.

2. Provide and review services

2.1 Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way.

2.2 Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources.

2.3 Identify individual differences and special needs and consider these in service design.

2.4 Review service delivery to ensure that it reflects current best practice.

2.5 Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements.

3. Promote service

3.1 Promote and market service to potential clients to ensure that the benefits and costs are clearly presented.

3.2 Identify potential areas of difficulty in service and recommend solutions and a range of service options.

3.3 Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level.

3.4 Assist service users to identify their needs and select the most suitable available service.

4. Develop and enhance service

4.1 Check that changes to service are within policy and budgetary frameworks.

4.2 Use relevant information relating to demand and trends to review client service delivery.

4.3 Use information on products and services to match client needs and service delivery.

4.4 Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

establishing and maintaining a network of current and potential service users

incorporating the requirements of specific groups into service design and delivery

interpreting feedback from clients and service users

reviewing service design and delivery in conjunction with user needs, circumstances, feedback and outcomes

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislative and regulatory frameworks influencing provision of services in correctional organisations

current developments in effective service delivery in correctional services

current quality assurance commitments and processes

current performance management systems, policies and processes

marketing and promotion techniques

Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual responsible for managing service delivery in a correctional setting, including coping with difficulties, irregularities and changes to routine.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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
Research information on the history, profiles and needs of clients using a range of accurate and reliable information. 
Develop and maintain relevant and accurate records of needs. 
Identify and review service requirements routinely to ensure that needs will be met through new and expanded services. 
Respond to feedback with positive, flexible options and proposals for improvements. 
Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way. 
Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources. 
Identify individual differences and special needs and consider these in service design. 
Review service delivery to ensure that it reflects current best practice. 
Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements. 
Promote and market service to potential clients to ensure that the benefits and costs are clearly presented. 
Identify potential areas of difficulty in service and recommend solutions and a range of service options. 
Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level. 
Assist service users to identify their needs and select the most suitable available service. 
Check that changes to service are within policy and budgetary frameworks. 
Use relevant information relating to demand and trends to review client service delivery. 
Use information on products and services to match client needs and service delivery. 
Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery. 
Research information on the history, profiles and needs of clients using a range of accurate and reliable information. 
Develop and maintain relevant and accurate records of needs. 
Identify and review service requirements routinely to ensure that needs will be met through new and expanded services. 
Respond to feedback with positive, flexible options and proposals for improvements. 
Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way. 
Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources. 
Identify individual differences and special needs and consider these in service design. 
Review service delivery to ensure that it reflects current best practice. 
Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements. 
Promote and market service to potential clients to ensure that the benefits and costs are clearly presented. 
Identify potential areas of difficulty in service and recommend solutions and a range of service options. 
Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level. 
Assist service users to identify their needs and select the most suitable available service. 
Check that changes to service are within policy and budgetary frameworks. 
Use relevant information relating to demand and trends to review client service delivery. 
Use information on products and services to match client needs and service delivery. 
Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery. 

Forms

Assessment Cover Sheet

CSCORG025 - Manage the delivery of a quality correctional 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

CSCORG025 - Manage the delivery of a quality correctional 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: