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

CPPACC4014A Mapping and Delivery Guide
Facilitate the development of Disability Discrimination Act Action Plans

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPACC4014A - Facilitate the development of Disability Discrimination Act Action Plans
Description This unit specifies the competency required to facilitate the development of Disability Discrimination Act (DDA) Action Plans or similar plans required by state or territory legislation. It involves working with government departments, companies, building owners and service providers to develop DDA Action Plans for lodgement with the Human Rights and Equal Opportunity Commission (HREOC) or to develop similar Actions Plans based on state and territory legislation for lodgement with the relevant state and territory anti-discrimination agency. The Action Plans cover the accessibility of the service provided, the level of disability awareness of the staff and the accessibility of the buildings and grounds.The unit requires the ability to communicate with building owners and managers on the implementation of the DDA or state and territory anti-discrimination legislation.The access consultant will typically act as an adviser to an organisation developing a DDA Action Plan.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency supports the access consulting service of facilitating the development of DDA Action Plans and similar plans as specified in state and territory anti-discrimination legislation.
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: Respond to client inquiry.
  • The client requesting access advice to facilitate the development of an Action Plan is identified and their authority to act is established in accordance with organisational requirements.
  • Client needs are discussed and confirmed using effective interpersonal skills and communication techniques in accordance with organisational requirements.
  • Personal competence and organisational capability to respond to client needs are determined and assessed.
  • Authority to proceed is negotiated with client and documented in accordance with organisational requirements.
       
Element: Establish client relationship.
  • Contractual arrangements are negotiated, confirmed, documented and stored in accordance with client, organisational and legislative requirements.
  • A client brief providing the required level of detail is requested in accordance with organisational requirements.
  • Information on client's business operations, services offered, staff profiles and business premises is obtained.
  • A work plan to develop an Action Plan in collaboration with the client is negotiated and documented.
       
Element: Review business practices in conjunction with client.
  • Data is collected to develop a comprehensive customer profile in accordance with client, organisational and legislative requirements.
  • Customer profile data is analysed to identify shortcomings in accessibility in accordance with client, organisational and legislative requirements.
  • Customer profile data is used to establish, in conjunction with the client, a benchmark for assessing improvements in service provision.
  • Communication barriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client.
  • Attitudinalbarriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client.
  • Physical barriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client.
       
Element: Facilitate the client's planning processes to achieve the objectives of the DDA.
  • Appropriate policies and programs to achieve the legislative objectives are developed in conjunction with the client by using the information collected through the review of current business practices.
  • Goals, targets and timeframes to implement the developed policies and programs are established and documented in conjunction with the client.
  • Monitoring processes to measure the implementation of the developed policies and programs are established and documented in conjunction with the client.
  • Evaluation strategies to gauge the effectiveness of the developed policies and programs in achieving compliance are developed and documented in conjunction with the client.
  • Persons responsible for implementing the Action Plan are identified and appointed in conjunction with the client.
  • Training and professional development opportunities to support staff in the implementation of the Action Plan are identified and documented in conjunction with the client.
  • A grievance policy is developed and documented and procedures are implemented for handling grievances in conjunction with the client.
  • An internal communication strategy to communicate the benefits of the Action Plan to the business and company personnel is developed and documented in conjunction with the client.
  • An external communication and marketing strategy to inform current and potential clients about the improved service arrangements for people with disabilities is developed and documented in conjunction with the client.
  • The Action Plan is integrated into overall business planning processes in conjunction with the client.
       
Element: Assist client to develop a process to review the Action Plan.
  • Processes for the periodic review of Action Plan goals are established and documented in conjunction with the client.
  • Processes for periodic updating of the Action Plan to reflect current and future business practices are established and documented in conjunction with the client.
       
Element: Assist with Action Plan documentation and lodgement.
  • All aspects of the documentation of the Action Plan are finalised in conjunction with the client.
  • All Action Plan documentation is collated into a suitable format in conjunction with the client and copies are retained for future reference, monitoring, evaluation and updating in accordance with organisational requirements.
  • Action Plan is forwarded to the HREOC in accordance with established organisational requirements and HREOC published guidelines.
       


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.

Overview of assessment

This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function.

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

A person who demonstrates competency in this unit must be able to provide evidence of:

recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so

interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have

interpreting accurately the requirements of the commonwealth DDA or state and territory anti-discrimination legislation covering the development of Action Plans or similar plans

applying an understanding of the access needs of people with disabilities to the Action Plan development process

identifying key stakeholders for inclusion in the consultation and development processes

using research techniques and consultation processes to obtain relevant data for input into the Action Plan

using effective interpersonal skills and communication techniques to facilitate the exchange of ideas and information to support the development of an Action Plan

applying organisational management policies and procedures, including quality assurance requirements.

Context of and specific resources for assessment

Resource implications for assessment include:

a registered provider of assessment services

competency standards

assessment materials and tools

suitable assessment venue/equipment

workplace documentation

candidate special requirements

cost and time considerations.

Validity and sufficiency of evidence requires that:

competency will need to be demonstrated over a period of time reflecting the scope of the role

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

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

Required knowledge and understanding include:

commonwealth DDA or similar state and territory anti-discrimination legislation and regulations requiring the completion of Action Plans or similar documents

consultation processes

disability awareness

efficient and effective customer service

industry codes of practice and ethics

limitations of work role, responsibility and professional abilities

occupational health and safety (OHS) legislation and procedures

organisational and professional procedures and business standards

principles and techniques associated with:

change management

coaching

communication

goal setting

group dynamics and processes

motivation

negotiation

planning

privacy legislation and confidentiality requirements

processes for recording data and administering records

range of presentation formats for conveying information to participants of the Action Plan development process

report writing

research methods.

Required skills and attributes include:

analytical skills to:

interpret and apply legislative requirements pertaining to disability access

interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpret how the full range of environmental barriers impacts on people with disabilities (who may have any of many impairments)

evaluate the provision of access in relation to legislative requirements

application skills to:

apply relevant codes of practice and other legislative requirements to work processes

apply disability awareness to work processes

maintain knowledge of current codes, standards, regulations, practices and industry updates

coaching skills to:

develop the skills of clients and their staff

communication skills to:

explain clearly information on issues relating to the provision of access

identify client needs

explain clearly benefits of the Action Plan

consult effectively with clients and their representatives

impart knowledge and ideas through oral, written and visual means

interpersonal skills to:

relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities

provide advice in a sensitive and appropriate manner

facilitate change for greater awareness of disability access

analyse own work practices and process outcomes critically

engage colleagues and share disability access knowledge

adapt to new workplace situations

literacy skills to:

assess and use workplace information

read and record data

negotiation skills to:

clarify client requirements

establish the contractual conditions with the client

organisational skills to:

assist in the implementation of organisational policies and procedures

prepare contracts and meet contractual obligations

respond to customer service expectations

prepare and administer documentation

problem-solving skills to:

develop strategies for addressing areas of access non-compliance for consideration by the client

report-writing skills to:

prepare working documentation and papers

assist in the preparation of the Action Plan documentation

research skills to:

collect and interpret valid and reliable data

teamwork skills to:

work effectively with other people

technical skills to:

advise on the processes to facilitate the development of Actions Plans

facilitate group processes

encourage and facilitate planning processes

provide guidance during the change-management process

develop appropriate policies and programs to achieve the legislative objectives of the DDA or similar state and territory legislation

technology skills to:

apply information technology and computer skills to prepare working documentation and reports.

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. 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.

Clients may include:

companies

government departments and agencies

building owners

service providers.

Organisational requirements may be outlined and reflected in:

access and equity policy, principles and practices

business and performance plans

client service policies, procedures and standards

codes of conduct and codes of practice

communication channels and reporting procedures

communication of services offered

complaint and dispute resolution procedures

compliance with legislation, codes and workplace standards

continuous improvement processes and standards

defined resource parameters

duty of care

employer and employee rights and responsibilities

ethical standards

legal policies and guidelines

occupational health and safety (OHS) policies, procedures and programs

organisational mission statement, goals, objectives, plans, systems and processes

policies and procedures relating to the setting of fees and the negotiation and management of contracts

policies and procedures relating to own role, responsibilities and delegation

privacy and confidentiality policies and procedures

quality assurance and/or procedures manuals

records and information management systems and processes

style guides and other guides used to prepare documents.

Interpersonal skills and communication techniques may include:

active listening to clarify and confirm understanding

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

demonstrating flexibility and a willingness to negotiate

presenting options and consequences

providing constructive feedback

reflection

seeking feedback to confirm understanding of needs

summarising and paraphrasing to check understanding

using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)

using language that is:

accurate, articulate and concise

positive, confident and cooperative

verbal or non-verbal.

Legislative requirements may relate to:

relevant commonwealth, state and territory legislation that affects organisational operation:

OHS

environmental

equal employment opportunity

industrial relations

anti-discrimination and diversity

licensing arrangements

trade practices

privacy requirements

freedom of information

Australian standards, quality assurance and certification requirements

relevant industry codes of practice and ethics

award and enterprise agreements.

Clientbrief may include:

written instructions detailing requirements of the access consultant.

Action Plan includes:

goals and targets to ensure that the results are measurable

timeframes

suggested evaluation techniques.

And is developed through:

a review of current business practices

devising policies and programs

setting goals, targets and timeframes

devising and incorporating evaluation strategies

appointing persons to be responsible for the implementation of the Action Plan

communicating the Action Plan to the people in the client's business.

Customer profile includes:

the range of potential customers

the changing nature of the potential customer base

the frequency of known use of services by customers with disabilities.

Communication barriers may be influenced by:

the portrayal of people with disabilities in information produced by the company

the availability of information produced by the company in alternative formats (e.g. large print, braille, computer disk and audio tape)

the availability of information in language suitable for people with learning disabilities or intellectual disabilities

captioning on video displays

company marketing strategies that advertise the availability of its business services to people with disabilities

the familiarity of company personnel with technology and practices such as telephone typewriters, audio-induction loops and sign language

the availability of company information in a format suitable for people who are blind or vision impaired.

Attitudinal barriers may:

be based on stereotypes that set people apart as being different or perceived as less capable

stereotype people according to their disabling condition rather than treating them as individuals.

And may include:

fear of the unknown or anxiety associated with being unsure of how to behave and what to expect from a person with a disability

fear of becoming disabled or feelings of vulnerability

guilt or why did this misfortune happen to this person and not to me, he/she is no more deserving of it

aversion to difficulties, weakness and a less than perfect body.

Physical barriers restrict access to premises and may involve:

all areas to which customers are entitled to have access

physical structures such as doors, steps and stairs

structures designed to deliver services or promote goods such as service counters, information counters and display units

confusing or inadequate signage

confusing décor that may disorientate customers with vision impairment

lack of non-visual guides to assist customers with vision impairment in wayfinding

lack of adequate paths of travel and warning systems, such as visual fire alarms to assist with emergency evacuation.

Policies and programs may include:

removal of physical barriers to access - supporting programs could include conducting an access audit and implementing the correctional renovations

removal of communication barriers - supporting programs could include providing information in alternative formats, improved information technology, appropriate signage for the vision impaired and training staff in sign language

increased disability awareness amongst staff - supporting programs could include regular disability awareness training for all existing staff, disability awareness training as a component of new staff induction procedures, mentoring staff, and the active recruitment and employment of people with disabilities

the review and evaluation of progress of the Action Plan - supporting programs could include program implementation monitoring against targets and timeframes, and evaluation against Action Plan goals

incorporation of the Action Plan into mainstream business planning - supporting programs could include the integration of Action Plan considerations into business marketing, communication and training programs

informing employees about the Action Plan - supporting programs could include disability awareness training to educate staff about their role in implementing the Action Plan, and supervisors being accountable for the performance of staff in relation to the Action Plan

publicising the organisation's commitment to people with disabilities - supporting programs could include the removal of physical access barriers, the removal of communication barriers, marketing the organisation's disability awareness initiatives, the employment of people with disabilities, and disability awareness training for staff

the development of a complaints procedure for staff and customers - supporting programs could include publicising the complaints procedure to staff and customers, and training staff to handle complaints appropriately.

Legislative objectives will be included in:

the DDA

commonwealth, state and territory anti-discrimination legislation and regulations.

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
The client requesting access advice to facilitate the development of an Action Plan is identified and their authority to act is established in accordance with organisational requirements. 
Client needs are discussed and confirmed using effective interpersonal skills and communication techniques in accordance with organisational requirements. 
Personal competence and organisational capability to respond to client needs are determined and assessed. 
Authority to proceed is negotiated with client and documented in accordance with organisational requirements. 
Contractual arrangements are negotiated, confirmed, documented and stored in accordance with client, organisational and legislative requirements. 
A client brief providing the required level of detail is requested in accordance with organisational requirements. 
Information on client's business operations, services offered, staff profiles and business premises is obtained. 
A work plan to develop an Action Plan in collaboration with the client is negotiated and documented. 
Data is collected to develop a comprehensive customer profile in accordance with client, organisational and legislative requirements. 
Customer profile data is analysed to identify shortcomings in accessibility in accordance with client, organisational and legislative requirements. 
Customer profile data is used to establish, in conjunction with the client, a benchmark for assessing improvements in service provision. 
Communication barriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client. 
Attitudinalbarriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client. 
Physical barriers impeding the relationship between the client and their customers are identified and documented in conjunction with the client. 
Appropriate policies and programs to achieve the legislative objectives are developed in conjunction with the client by using the information collected through the review of current business practices. 
Goals, targets and timeframes to implement the developed policies and programs are established and documented in conjunction with the client. 
Monitoring processes to measure the implementation of the developed policies and programs are established and documented in conjunction with the client. 
Evaluation strategies to gauge the effectiveness of the developed policies and programs in achieving compliance are developed and documented in conjunction with the client. 
Persons responsible for implementing the Action Plan are identified and appointed in conjunction with the client. 
Training and professional development opportunities to support staff in the implementation of the Action Plan are identified and documented in conjunction with the client. 
A grievance policy is developed and documented and procedures are implemented for handling grievances in conjunction with the client. 
An internal communication strategy to communicate the benefits of the Action Plan to the business and company personnel is developed and documented in conjunction with the client. 
An external communication and marketing strategy to inform current and potential clients about the improved service arrangements for people with disabilities is developed and documented in conjunction with the client. 
The Action Plan is integrated into overall business planning processes in conjunction with the client. 
Processes for the periodic review of Action Plan goals are established and documented in conjunction with the client. 
Processes for periodic updating of the Action Plan to reflect current and future business practices are established and documented in conjunction with the client. 
All aspects of the documentation of the Action Plan are finalised in conjunction with the client. 
All Action Plan documentation is collated into a suitable format in conjunction with the client and copies are retained for future reference, monitoring, evaluation and updating in accordance with organisational requirements. 
Action Plan is forwarded to the HREOC in accordance with established organisational requirements and HREOC published guidelines. 

Forms

Assessment Cover Sheet

CPPACC4014A - Facilitate the development of Disability Discrimination Act Action Plans
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

CPPACC4014A - Facilitate the development of Disability Discrimination Act Action Plans

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: