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

Required skills

presenting and behaving in a way that meets the organisations code of conduct when in contact with offenders and the public

managing complaints and handling difficult clients and conflict situations

maintaining a positive and confident image with colleagues offenders and the public in response to inquiries

maintaining information and records of offender and service activities and compliance

matching services to offender needs

using the offender information management system

Required knowledge

offender services and programs and the processes and procedures for their allocation

an awareness of organisations policies procedures and regulations related to client services and administrative support

organisations code of conduct

job description and work contract

individual colleague and team roles and responsibilities

an awareness of organisations management performance management and accountability structure

an awareness of procedures covering the administration of offender information and organisational information management system with an awareness of environmental andor sustainable factors

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

Overview of assessment

Evidence for assessment 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

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

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 employability skills as they relate to this unit

Context of and specific resources for assessment

This unit contains a wide range of variables to reflect the diverse nature of offender supervision and the different services provided in and for correctional services Selection from the range of variables will reflect the specific requirements of the work site and the defined work role

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 supporting offender services as part of a coordinated team including coping with difficulties irregularities and changes to routine

copies of legislation policies procedures and guidelines relating to supporting offender services

access to appropriate learning and assessment support when required

Method of assessment

The following assessment methods are suggested

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written andor oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

thirdparty reports from experienced practitioners

completion of performance feedback from supervisors and colleagues

Guidance information for assessment

Assessment methods should reflect workplace demands and any identified special needs of the candidate including language and literacy implications and cultural factors that may affect responses to the questions

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge

Services to clients will include those services authorised by the organisation and within the responsibility of the applicant relevant to work roles, including:

Support services may be provided to: