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Elements and Performance Criteria

Develop and evaluate performance indicators
- Valid and reliable performance indicators are developed to evaluate service delivery and implementation
- The establishment/modification of performance indicators is communicated to those affected
Review achievement of organisational outcomes
Monitor and adjust performance
Monitor and review operational performance

Required Skills

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

Required Skills

analyse and interpret performance management information

review and evaluate

Required Knowledge

EEO agreed service delivery levels

service delivery objectives

client service strategies

Antidiscrimination Act

Evidence Required

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

It is essential for this unit that competence be demonstrated in the ability to apply performance measures that monitor maintain and lead to improvement in service delivery

Consistency in performance

Evidence will need to be gathered over time in actual or simulated situations

Context of and specific resources for assessment

Context of assessment

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA Public Safety Training Package

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

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.
Performance systems and review processes may include	client surveys station inspections service delivery monitoring workload returns business and corporate plan objectives performance based contracts
The organisation's systems and technology may include	information technology based management systems complaints monitoring systems
Continuous improvement techniques and processes may include	community/client involvement consultation programs efficiency/effectiveness measures continuous improvement strategies time and motion studies