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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. Evaluate outcomes for clients accessing the service
  2. Plan and implement changes/strategies to improve outcomes
  3. Ensure client service standards and codes of practice
  4. Manage quality assurance processes

Required Skills

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

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include knowledge of

Structure of serviceorganisation

Network of relevant services

Service guidelines

Knowledge of legallegislative requirements

Quality assurance processes relevant to service type

Mission statements philosophical statements of organisation

Community needs

Needs of clients of all abilities disabilities

Cultural background values and beliefs

Up to date knowledge of good practice

Role model

Ethics duty of care

Rights of clients

Relevant accreditation principles eg QIAS and service standards

Essential skills

It is critical that the candidate demonstrate the ability to

Implement evaluation processes based on relevant service and industry standards

Apply a model of quality service delivery

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include the ability to

Demonstrate application of skills in

cross cultural communication

observation and analysis of information

goal setting

data collection

leadership

persuasive communication

Use and coordinate the use of relevant information technology effectively in line with occupational health and safety OHS guidelines

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this unit of competency

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit may be assessed on the job or under simulation

It is recommended that assessment take place on more than one occasion

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resource requirements for assessment of this unit include access to

an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment

Method of assessment

Assessment may include observations questioning and evidence gathered from the workplace

Related units

This unit is recommended but not required to be assessed in conjunction with related unit

CHCPOLB Develop and implement policy

CHCPOL504B Develop and implement policy


Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Evaluating process relating to outcomes for clients will vary according to the location of the service and may include:

Observation

Review discussions

Gathering feedback from clients via surveys

Collating observations of workers and interpreting data

The effects of services on all clients may include:

Social/emotional/physical/well being

Whether client's needs are met

Changing the circumstances for the client

Relevant standards which maybe used to monitor a service may be:

Licensing requirements

Quality assurance

Legal/legislative requirements

Accreditation principles

Service guidelines and policies

Occupational health and safety

Guidelines of funding body

Relevant parties may include:

Carers and significant others of clients

Management committee

Funding bodies

Other professionals

Workers

Clients

Community members

Experts

A plan to develop the quality of service may include the development of:

Effective reporting and complaints mechanisms

Staff training/development of management skills

Meetings and information exchanges

Procedures to check that appropriate practice may include:

Observation

Gathering feedback from all involved

Co-participating

Meetings - discussion

Auditing by outside experts

Quality assurance systems may include:

Continuous improvement systems

Accreditation systems

Quality systems

Organisation's own internal system