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Elements and Performance Criteria

Required Skills

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

Required skills

applying legislation regulations and organisational policies procedures and practices relating to meeting client requirements

using effective communication techniques especially related to negotiation contracts formal agreements and team collaboration and cooperation

using a range of reliable sources of information

promoting and responding to feedback

maintaining accurate and comprehensive records and reporting to key people

applying procedures relating to occupational health and safety equal employment opportunity equity and diversity in the context of client service

designing activity plans that are realistic manageable mutually agreed to and contain all the components necessary for implementation and measurement

managing resources efficiently safely and costeffectively

applying quality assurance mechanisms and processes

applying continuous improvement methods

developing resources based on activity plans

developing systems for product and service review and redesign

Required knowledge

legislation regulations policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements

principles of quality assurance and continuous improvement

requirements for dealing with internal and external customers and maintaining a customer focus

strategies for planning and monitoring activities

product and services related to the focus of the work environment

consultation methods and principles of team participation

principles of time and resource management

organisations environmental and sustainability practices

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

Overview of assessment

This unit should be assessed in the workplace and assessment should include the opportunity to demonstrate evidence from work in the wider community Evidence should be gathered over time in a range of contexts to ensure the candidate can achieve the unit outcome and apply the competency in different situations or environments

Evidence will be required of performance in a range of variables required by the work site and the defined work role and responsibilities

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

ability to manage activities to meet client requirements in a range of two or more contexts or occasions over time

Context of and specific resources for assessment

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 managing activities to meet client requirements including coping with difficulties irregularities and breakdowns in routine

copies of legislation policies procedures and guidelines relating to client service delivery

access to appropriate learning and assessment support when required

Method of assessment

Evidence must include observation and information generated in the workplace as well as observation of performance in routine work functions or where this is not possible in a simulated exercise

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

simulations or role plays

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

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. Bold italicised wording in the performance criteria is detailed below. 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.

Clients may include:	individual members of the public individual members of the organisation other work areas in the organisation external agencies in the justice system other agencies and community groups service funding bodies targeting offender needs senior management government and Ministers.

Agreements and contracts must comply with:	organisational quality standards product and service quality standards existing and available resources realistic and achievable contract conditions transparent communication, reporting and recording customer and service focus sound financial management competitive tendering systems.

Consult relevant people, including:	consultants management team members operational staff product and service experts.

Activity plans should include:	organisational quality standards product and service quality standards existing and available resources realistic and achievable contract conditions transparent communication, reporting and recording customer and service focus sound financial management competitive tendering systems effective use of time and resources probity and duty of care.

Organisation's policies and procedures may include:	consultation with relevant people financial and commercial viability allocation of resources occupational health and safety recording and reporting security risk assessment probity and duty of care.

Work environment should include:	effective resource use and maintenance probity and duty of care occupational health and safety policies and procedures non-discriminatory and accountable employment delegations and work practices clearly defined policies, guidelines and agreed practices accurate and clear information and reporting systems physical site and locations indoor and outdoor facilities equipment materials working procedures.

Legal requirements relate to:	different forms of contracts and commercial agreements and compliance requirements recording contracts and agreements information management duty of care ethical practice and probity competitive tendering.