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

CHCORG626B Mapping and Delivery Guide
Manage a service level agreement

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CHCORG626B - Manage a service level agreement
Description This unit describes the knowledge and skills required to develop, implement and evaluate formal client support agreements and partnerships between generalist housing providers and specialist support providers
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: Investigate partnership opportunities
  • Gather and analyse information on potential partners
  • Target partners according to organisation needs analysis and strategic directions where appropriate
  • Make contact with relevant partner organisations
       
Element: Negotiate support agreement terms and conditions
  • Conduct negotiations to maintain partnership focus and protect client's interests
  • Conduct negotiations in a flexible manner within previously determined parameters
  • Clearly define roles and responsibilities of each partner, including level and type of support
  • Address confidentiality and privacy issues where appropriate
  • Address dispute resolution issues
  • Develop and follow communication protocols
  • Sign service support agreement
       
Element: Implement support agreement
  • Negotiate and schedule regular meetings with partners as appropriate
  • Consult clients at all stages of implementation
  • Develop and use dispute resolution strategies where necessary
  • Ensure all reporting requirements are met in accordance with organisation procedures
       
Element: Evaluate support agreements
  • Develop criteria for evaluation of partnership
  • Seek client feedback in the evaluation process
  • Measure performance against agreed criteria
  • Amend support agreements and re-negotiate with partner organisation where appropriate
       


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

Evidence must include observation in the work environment or in a simulated work setting

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 take place

simulation of realistic workplace setting for assessment

Method of assessment:

Observation

Written assessment

Case studies

Evidence of materials developed in the workplace

Questioning


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:

Funding guidelines

Referral networks

Confidentiality and Privacy Act

Support needs of clients

Community needs and key issues

Relationship between service providers

Essential skills:

It is critical that the candidate demonstrate the ability to:

Facilitate effective work relationships with relevant organisations

Negotiate, develop and sign off on a partnership contract

Demonstrate application of understanding of organisation and community needs

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:

negotiation

analysis

facilitation

communication

networking

referral

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.

Partner organisations may include but are not limited to:

Women's refuges

Social housing providers

Youth refuges

Aboriginal services

Mental health teams

Disability services

NESB services

Education providers

Migrant resource centres

Local councils

Drug and alcohol services

Charities and welfare agencies

Juvenile justice

Area health services

Documentation could include but is not limited to:

Partnership contract/service agreement

Promotional material

Protocols

Dispute process

Relevant legislation may include, but is not limited to:

Privacy legislation

Residential Tenancy legislation

Support may include:

Visits

Participation in case conferences

Telephone contact

Education

Exchange of reports

Life skills training

Emotional support

Social support

Legal support

Referral to other agencies

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
Gather and analyse information on potential partners 
Target partners according to organisation needs analysis and strategic directions where appropriate 
Make contact with relevant partner organisations 
Conduct negotiations to maintain partnership focus and protect client's interests 
Conduct negotiations in a flexible manner within previously determined parameters 
Clearly define roles and responsibilities of each partner, including level and type of support 
Address confidentiality and privacy issues where appropriate 
Address dispute resolution issues 
Develop and follow communication protocols 
Sign service support agreement 
Negotiate and schedule regular meetings with partners as appropriate 
Consult clients at all stages of implementation 
Develop and use dispute resolution strategies where necessary 
Ensure all reporting requirements are met in accordance with organisation procedures 
Develop criteria for evaluation of partnership 
Seek client feedback in the evaluation process 
Measure performance against agreed criteria 
Amend support agreements and re-negotiate with partner organisation where appropriate 

Forms

Assessment Cover Sheet

CHCORG626B - Manage a service level agreement
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

CHCORG626B - Manage a service level agreement

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: