Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCCS010 Mapping and Delivery Guide
Maintain a high standard of service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CHCCCS010 - Maintain a high standard of service
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge to deliver and maintain a high standard of service.This unit applies to workers in a range of community services and health contexts where direct support services are provided. Work performed requires some discretion and judgement and may be carried out under regular direct or indirect supervision. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Elements define the essential outcomes.
       
Element: Establish and maintain an appropriate relationship with people accessing service
  • Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
  • Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
  • Access interpreter services as required to assist communication
  • Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
  • Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
  • Respond to and deal with complaints in line with organisation policy to enhance service to individuals
  • Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals
       
Element: Act in a respectful manner at all times
  • Positively, actively and consistently demonstrate respect for individual differences in all work
  • Respect and maintain confidentiality and privacy at all times
  • Demonstrate courtesy in all interpersonal interactions
  • Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures
  • Use appropriate techniques to manage and minimise aggression
       
Element: Evaluate own work to maintain a high standard of service
  • Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
  • Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
  • Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish and maintain an appropriate relationship with people accessing service

1.1 Establish rapport with the person and ensure the service is appropriate and in the person’s best interest

1.2 Identify and use effective communication skills to ensure a high level of effective communication and quality service provision

1.3 Access interpreter services as required to assist communication

1.4 Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

1.6 Respond to and deal with complaints in line with organisation policy to enhance service to individuals

1.7 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

2. Act in a respectful manner at all times

2.1 Positively, actively and consistently demonstrate respect for individual differences in all work

2.2 Respect and maintain confidentiality and privacy at all times

2.3 Demonstrate courtesy in all interpersonal interactions

2.4 Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures

2.5 Use appropriate techniques to manage and minimise aggression

3. Evaluate own work to maintain a high standard of service

3.1 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes

3.2 Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance

3.3 Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish and maintain an appropriate relationship with people accessing service

1.1 Establish rapport with the person and ensure the service is appropriate and in the person’s best interest

1.2 Identify and use effective communication skills to ensure a high level of effective communication and quality service provision

1.3 Access interpreter services as required to assist communication

1.4 Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

1.6 Respond to and deal with complaints in line with organisation policy to enhance service to individuals

1.7 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

2. Act in a respectful manner at all times

2.1 Positively, actively and consistently demonstrate respect for individual differences in all work

2.2 Respect and maintain confidentiality and privacy at all times

2.3 Demonstrate courtesy in all interpersonal interactions

2.4 Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures

2.5 Use appropriate techniques to manage and minimise aggression

3. Evaluate own work to maintain a high standard of service

3.1 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes

3.2 Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance

3.3 Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Establish rapport with the person and ensure the service is appropriate and in the person’s best interest 
Identify and use effective communication skills to ensure a high level of effective communication and quality service provision 
Access interpreter services as required to assist communication 
Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors 
Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel 
Respond to and deal with complaints in line with organisation policy to enhance service to individuals 
Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals 
Positively, actively and consistently demonstrate respect for individual differences in all work 
Respect and maintain confidentiality and privacy at all times 
Demonstrate courtesy in all interpersonal interactions 
Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures 
Use appropriate techniques to manage and minimise aggression 
Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes 
Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance 
Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service 

Forms

Assessment Cover Sheet

CHCCCS010 - Maintain a high standard of service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CHCCCS010 - Maintain a high standard of service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: