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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Elements define the essential outcomes.
2. Respond to a family member’s concerns about their child
   • 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
3. Acknowledge and address grievances and complaints
   • 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
4. Effect resolution of complaints
   • 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
5. Review outcomes
   • 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
6. Respond to a family member’s concerns about their child
   • 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