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

CHCORG423C Mapping and Delivery Guide
Maintain quality service delivery

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CHCORG423C - Maintain quality service delivery
Description This unit describes the knowledge and skills required to perform work within a legislative and ethical framework to ensure the provision of high quality service delivery which supports the rights and interests of clients
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application The skills described in this unit may be applied across a range of community services workplace contexts
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
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: Demonstrate commitment to the delivery of high quality services to clients
  • Demonstrate consideration and understanding of the context, models of service delivery, underpinning values and philosophy of the sector in all work undertaken
  • Ensure all work undertaken is consistent with relevant current policies and legislative requirements
  • Demonstrate understanding of the issues facing clients and their carers in all work
  • Demonstrate commitment to access and equity principles in all work in the sector
       
Element: Develop and implement a framework for quality service delivery
  • Devise strategies to ensure delivery of high quality services which continue to reflect best practice
  • Establish and implement protocols and procedures to manage service delivery and reflect best practice work in community services industry
  • Identify and address barriers in the organisation that impact on delivery of high quality service
  • Regularly update procedures for managing service delivery to reflect current best practice, relevant legislative changes, and changing client needs
       
Element: Monitor and review service delivery
  • Monitor implementation of strategies to evaluate delivery of services
  • Review service delivery and revise procedures as required to reflect best practice work
  • Ensure staff receive necessary competency development to support delivery of current best practice, address relevant legislative changes and respond appropriately to changing client needs
       


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.

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.

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

Assessment could be conducted in one time period but must include a range of aged people's rights, needs and interests identified in the Range Statement

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resource requirements for assessment of this unit include access to:

an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment

Method of assessment:

In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons


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.

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

Essential knowledge:

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 identified work role

These include knowledge of:

Awareness of discriminatory actions

Awareness of own attitudes to client groups

Common health problems of the clients and their effects

Common risks to safety

Consumer needs and rights including duty of care

Current issues facing clients and existing services to address their needs and rights

Depending on the work role or services provided, specific knowledge of particular groups or issues may be required (e.g. palliative care)

Holistic and client-centred care

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

Knowledge specific to working with people at risk of self-harm

Knowledge specific to working with people from culturally and linguistically diverse backgrounds

Organisation occupational health and safety policies and procedures

Organisation philosophy and guidelines

Organisation policies, practices and programs relating to the work role

Principles and practices of confidentiality

Principles of access and equity

Principles of client empowerment/disempowerment

Rights and responsibilities of the client

Understanding of stereotypes of client groups

Essential skills:

It is critical that the candidate demonstrate the ability to:

Apply understanding of accountability and responsibility to perform work within legislative and ethical frameworks

Provide and support a high quality of care for clients

Uphold and support the rights and interests of clients in the workplace

In addition, the candidate must be able 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 identified work role

These include the ability to:

Demonstrate application of skills in:

interpersonal communication with clients and other stakeholders:

communication may involve both oral and written communication skills, and will depend on the requirements to fulfil the job role as specified by the organisation/ service

language used may be English or a community language, depending on the client group

literacy and numeracy competence required to fulfil organisation reporting requirements and according to the literacy support available in the workplace:

literacy support may include the use of dictionaries, explanations of medical terminology

program development, review and revision

counselling

resource management and financial accountability

Use and coordinate the use of relevant information technology effectively in line with work health and safety (WHS) guidelines

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. 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.

Context includes:

Changing social context of work e.g. consumer centred approach, changing government and societal views, approaches to working with clients

Economic context e.g. the current economic situation as it relates to and affects clients and the subsequent impact on client needs

Historical context of work e.g. changing approaches to working with clients

Political context e.g. government policies and initiatives affecting clients

Statutory framework within which work takes place

The underpinning values and philosophy of the sector may include:

A holistic and client / consumer-centred approach

Commitment to empowering clients

Commitment to meeting the needs and upholding the rights of clients

Community education

Early intervention

Promotion of mental health and well being

Targeting of appropriate services

Current policies and legislative requirements include:

Aged Care Act 1997

Case Management Society of Australia national standards

Corporations Law

Disability Discrimination Act

Equal Employment Opportunity principles

Freedom of Information Act

Guardianship Act

Individual rights

Medical Act

Medication regulations

Nurses Act

Others

Pharmacy Act

Poisons Act

Privacy Act

Residential Aged Care Service Standards

Issues may include:

Access to community resources

Changing needs for physical comfort, sleep and rest

Death, grieving and loss

Development

Need for support and care

A commitment to access and equity principles includes:

A non discriminatory approach to all people using the service, their family and friends, the general public and co workers

Creation of a client oriented culture

Ensuring the work undertaken takes account of and caters for differences including: cultural, physical, religious, economic, social

Rights include principles expressed in:

Charters of rights

Freedom from discrimination

Freedom of information

General human rights

Outcomes standards

Outcomes standards documents

Service standards

Rights may be detailed in:

Industry and organisation service standards

Legislation

Mission statements

Resident handbooks

Rights may include:

Access to complaint mechanisms

Choice to participate

Common law

Confidentiality

Freedom of association

Privacy

To be treated in a dignified, safe and comfortable manner

To express own feelings

Needs may include:

Accommodation

Financial

Personal

Physical comfort

Recreational

Safety

Security

Social

Service delivery may include:

Care and support

Case management

Community development and education

Health promotion

Home based support

Peer support/self help

Residential services

Respite care

Unpaid work

Working with families

Strategies may include those to address:

Accreditation

Client lifestyle

Continuous improvement

Health and personal care of the client

Management systems, staffing and organisation development

Physical environment and safety systems

Service standards

Visitors

Protocols may include:

Assessment of client needs

Collection, recording and reporting of information

Communication with clients

Processes for decision-making for consideration of client needs

Barriers may include:

Client service strategies

Economic

Negative personal attitudes and values of staff

Organisation procedures and practices

Physical

Social, cultural and religious

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
Demonstrate consideration and understanding of the context, models of service delivery, underpinning values and philosophy of the sector in all work undertaken 
Ensure all work undertaken is consistent with relevant current policies and legislative requirements 
Demonstrate understanding of the issues facing clients and their carers in all work 
Demonstrate commitment to access and equity principles in all work in the sector 
Devise strategies to ensure delivery of high quality services which continue to reflect best practice 
Establish and implement protocols and procedures to manage service delivery and reflect best practice work in community services industry 
Identify and address barriers in the organisation that impact on delivery of high quality service 
Regularly update procedures for managing service delivery to reflect current best practice, relevant legislative changes, and changing client needs 
Monitor implementation of strategies to evaluate delivery of services 
Review service delivery and revise procedures as required to reflect best practice work 
Ensure staff receive necessary competency development to support delivery of current best practice, address relevant legislative changes and respond appropriately to changing client needs 

Forms

Assessment Cover Sheet

CHCORG423C - Maintain quality service delivery
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

CHCORG423C - Maintain quality service delivery

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: