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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. Analyse service needs
   • 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.
2. Provide and review services
   • 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.
3. Promote service
   • 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.
4. Develop and enhance 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.
5. Analyse service needs
   • 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.
6. Provide and review services
   • 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.
7. Promote service
   • 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.
8. Develop and enhance 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.

Performance Evidence

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

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Knowledge Evidence

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

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