Assessor Resource

PSPIM503A
Maintain and monitor service standards

Assessment tool

Version 1.0
Issue Date: May 2024


Not applicable.

This unit covers maintenance of high-quality rehabilitation and injury management service and standards. It includes monitoring standards, improving service delivery, and developing and maintaining professional competence in injury management. The unit may not be appropriate for those in-house rehabilitation coordinators who do not have a professional background.

In practice, maintaining and monitoring service standards may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, delivering client services, managing resources, undertaking research and analysis, project management etc.

No licensing, legislative, regulatory or certification requirements apply to this 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)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



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.

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC501B Promote the values and ethos of public service

PSPGOV502B Develop client services

PSPGOV503B Coordinate resource allocation and usage

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPLEGN501B Promote compliance with legislation in the public sector

PSPPM502B Manage complex projects

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)

service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to injury management

case studies and workplace scenarios to capture the range of situations likely to be encountered when maintaining and monitoring rehabilitation service standards

Where and how to assess evidence

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 when maintaining and monitoring rehabilitation service standards, including coping with difficulties, irregularities and breakdowns in routine

service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

portfolios

questioning

scenarios

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

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.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

applying legislation, regulations and policies relating to maintenance of rehabilitation injury management service and standards

applying principles of continuous improvement to injury management practices and processes

using communication with diverse stakeholders including interviewing, gathering feedback etc

responding to diversity, including gender and disability

continuously updating knowledge and skills through both formal and informal means

applying procedures relating to occupational health and safety and environment in the context of injury management

Knowledge requirements

look for evidence that confirms knowledge and understanding of:

legislation, regulations, policies, procedures and guidelines relating to injury management

privacy legislation

procedures to ensure confidentiality and security of information

public sector management acts

industry standards for rehabilitation

continuous improvement principles

professional development and its relationship to quality service delivery

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of injury management

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Documentation may include:

incoming documents such as prescribed medical certificates, claim forms etc

plans

programs

case files

Legislation, policy and procedures may include:

workers rehabilitation/compensation legislation

allied legislation such as occupational health and safety acts, regulations and associated standards

privacy legislation

procedures to ensure confidentiality and security of information

performance standards

rehabilitation and return to work manual

claims management manual

public sector legislation and standards

codes of conduct

codes of ethics

Monitoring service and standards may include:

facilitating review activities

obtaining feedback from stakeholders

liaison with service providers

feedback from injured workers

Feedback may include:

surveys

anecdotal evidence

case conference feedback

formal complaints/grievances

congratulatory correspondence

letters of appreciation

Stakeholders may be:

injured workers

supervisors/managers

doctors/specialists

claims management

case managers

approved rehabilitation providers

unions

Changes in service provision may be in response to:

new technology

new medical approaches to rehabilitation

legislation

organisational policy, procedures and protocols

case law

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
Documentation, processes and practices are monitored in accordance with best practice principles to ensure compliance with legislation, policy and procedures. 
The organisation's systems and technology are used to monitor service and standards and to identify ways in which planning and operations could be improved. 
Service is strengthened through the use of continuous improvement techniques such as acting on feedback from stakeholders regarding rehabilitation services. 
Work performance is documented and the information is used to identify opportunities for improvement to systems and processes. 
Records, reports and recommendations for improvement are managed within the organisation's systems and processes. 
Service benchmarks are set, monitored and reviewed to ensure a cycle of continuous improvement. 
Knowledge of industry trends/changes and legislative updates is maintained to ensure service standards to clients. 
Feedback from clients and colleagues is used to identify and develop ways to improve personal competence. 
Professional development opportunities suited to personal learning style/s are selected and used to develop competence, in accordance with organisational requirements and available resources. 
Participation in professional development activities and networks is used to enhance personal knowledge and skills related to changes in service provision, and to build and maintain professional relationships. 

Forms

Assessment Cover Sheet

PSPIM503A - Maintain and monitor service standards
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

PSPIM503A - Maintain and monitor service standards

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: