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

CHCMGT001 Mapping and Delivery Guide
Develop, implement and review quality framework

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CHCMGT001 - Develop, implement and review quality framework
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to develop, implement and monitor a framework for ongoing quality service delivery that supports the rights and interests of clients.The unit applies to a range of leadership roles in health and community services workplaces.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.

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

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: Performance criteria specify the performance needed to demonstrate achievement of the element
       
Element: Develop a framework for quality service delivery
  • Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks
  • Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients
  • Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them
  • Identify opportunities for continuous improvement and incorporate them into operational plans
  • Define and implement continuous improvement processes to monitor and ensure quality client service delivery
  • Plan and ensure the involvement of all parties in quality improvement processes
       
Element: Monitor and review service delivery against quality framework
  • Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community
  • Monitor and review strategies for addressing barriers and issues relating to quality
  • Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs
  • Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements
  • Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process
  • Investigate and document the effects of services on all clients
  • Identify differences between stakeholder expectations and service delivery objectives
  • Establish mechanisms to provide clients and stakeholders with information about review results
       
Element: Plan and implement revised strategies to improve outcomes
  • Use review findings to identify threats to quality
  • Respond to and investigate complaints and use as feedback to improve outcomes
  • Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders
  • Provide information to relevant parties about the plan and the processes to be used
       
Element: Ensure the continuous improvement of service standards
  • Ensure that revised service standards incorporate stakeholder expectations and available resources
  • Regularly communicate service standards and good practice to all stakeholders
  • Establish procedures to check that appropriate practice is carried out
  • Regularly promote, model and demonstrate good practice to all workers
  • Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement
       


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 specify the performance needed to demonstrate achievement of the element

1. Develop a framework for quality service delivery

1.1 Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks

1.2 Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients

1.3 Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them

1.4 Identify opportunities for continuous improvement and incorporate them into operational plans

1.5 Define and implement continuous improvement processes to monitor and ensure quality client service delivery

1.6 Plan and ensure the involvement of all parties in quality improvement processes

2. Monitor and review service delivery against quality framework

2.1 Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community

2.2 Monitor and review strategies for addressing barriers and issues relating to quality

2.3 Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs

2.4 Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements

2.5 Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process

2.6 Investigate and document the effects of services on all clients

2.7 Identify differences between stakeholder expectations and service delivery objectives

2.8 Establish mechanisms to provide clients and stakeholders with information about review results

3. Plan and implement revised strategies to improve outcomes

3.1 Use review findings to identify threats to quality

3.2 Respond to and investigate complaints and use as feedback to improve outcomes

3.3 Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders

3.4 Provide information to relevant parties about the plan and the processes to be used

4. Ensure the continuous improvement of service standards

4.1 Ensure that revised service standards incorporate stakeholder expectations and available resources

4.2 Regularly communicate service standards and good practice to all stakeholders

4.3 Establish procedures to check that appropriate practice is carried out

4.4 Regularly promote, model and demonstrate good practice to all workers

4.5 Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:

developed and implemented a quality framework for the delivery of at least 1 service or program

conducted at least 1 review of service delivery that identified barriers to quality and provided recommendations for improvement

established a continuous improvement plan for at least 1 service or program

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

legal and ethical considerations and how these are applied in organisations, including:

discrimination

work health and safety

privacy, confidentiality and disclosure

access and equity

rights and responsibilities of clients

complaints

service and industry guidelines and standards

principles of holistic and person-centred support, and where to access good practice information relevant to the industry sector

benchmarking

best practice and good practice

quality assurance processes relevant to service type

existing state and national quality frameworks relevant to service

importance of principles and practices to enhance sustainability in the workplace, including environmental, economic, workforce and social sustainability

vision statements, philosophical statements of organisation

needs of clients

impact of own attitudes to client groups on service delivery and strategies to improve own professional practice


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 specify the performance needed to demonstrate achievement of the element

1. Develop a framework for quality service delivery

1.1 Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks

1.2 Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients

1.3 Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them

1.4 Identify opportunities for continuous improvement and incorporate them into operational plans

1.5 Define and implement continuous improvement processes to monitor and ensure quality client service delivery

1.6 Plan and ensure the involvement of all parties in quality improvement processes

2. Monitor and review service delivery against quality framework

2.1 Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community

2.2 Monitor and review strategies for addressing barriers and issues relating to quality

2.3 Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs

2.4 Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements

2.5 Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process

2.6 Investigate and document the effects of services on all clients

2.7 Identify differences between stakeholder expectations and service delivery objectives

2.8 Establish mechanisms to provide clients and stakeholders with information about review results

3. Plan and implement revised strategies to improve outcomes

3.1 Use review findings to identify threats to quality

3.2 Respond to and investigate complaints and use as feedback to improve outcomes

3.3 Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders

3.4 Provide information to relevant parties about the plan and the processes to be used

4. Ensure the continuous improvement of service standards

4.1 Ensure that revised service standards incorporate stakeholder expectations and available resources

4.2 Regularly communicate service standards and good practice to all stakeholders

4.3 Establish procedures to check that appropriate practice is carried out

4.4 Regularly promote, model and demonstrate good practice to all workers

4.5 Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement

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 quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks 
Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients 
Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them 
Identify opportunities for continuous improvement and incorporate them into operational plans 
Define and implement continuous improvement processes to monitor and ensure quality client service delivery 
Plan and ensure the involvement of all parties in quality improvement processes 
Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community 
Monitor and review strategies for addressing barriers and issues relating to quality 
Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs 
Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements 
Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process 
Investigate and document the effects of services on all clients 
Identify differences between stakeholder expectations and service delivery objectives 
Establish mechanisms to provide clients and stakeholders with information about review results 
Use review findings to identify threats to quality 
Respond to and investigate complaints and use as feedback to improve outcomes 
Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders 
Provide information to relevant parties about the plan and the processes to be used 
Ensure that revised service standards incorporate stakeholder expectations and available resources 
Regularly communicate service standards and good practice to all stakeholders 
Establish procedures to check that appropriate practice is carried out 
Regularly promote, model and demonstrate good practice to all workers 
Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement 

Forms

Assessment Cover Sheet

CHCMGT001 - Develop, implement and review quality framework
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

CHCMGT001 - Develop, implement and review quality framework

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: