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

CPPACC4021 Mapping and Delivery Guide
Provide access advice on service provision

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPACC4021 - Provide access advice on service provision
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to work with individuals and the management and staff of organisations in order to advise them on their rights and obligations under the Disability Discrimination Act (DDA) and state and territory legislation with regard to service provision. It requires knowledge of the DDA and commonwealth, state and territory legislation applicable to service delivery, including educational, building and transport services. The unit also requires communication skills to consult effectively on a wide range of service provision issues.The unit supports the access consulting service of facilitating the development of DDA Action Plans. It applies to access consultants who provide advice to clients who may be owners and managers; providers of services to the public, such as a retail outlets; management and staff of organisations; representatives from public utilities; and representatives from commonwealth, state and territory, and local government departments and agencies.No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The following must be present and available to learners during assessment activities:

equipment, including:

PPE required for specific project

computer and software to access, retrieve, store and distribute service provision access report documentation

specifications:

legislation, regulations and standards specified in the range of conditions

relationships with clients, including:

owners and managers

providers of services to the public, such as a retail outlets

management and staff of organisations

representatives from commonwealth, state and territory, and local government departments and agencies

representatives from public utilities.

Timeframe:

in line with timeframe established in contractual arrangements for providing access advice on service provision.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
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: Respond to client inquiry regarding access advice on service provision.
  • Client requesting access advice is identified and their authority to act is established according to organisational requirements.
  • Client requirements are discussed, clarified and confirmed according to organisational requirements.
  • Own competence and organisational capability to respond to client needs are determined and assessed.
  • Client brief providing required level of detail and authority to proceed are negotiated with client and documented according to organisational requirements.
  • Contractual arrangements for advice are negotiated, confirmed, documented and stored according to client, organisational and legislative requirements.
       
Element: Prepare to provide access advice.
  • Documentation relevant to project is identified and copies are obtained.
  • Access arrangements are negotiated and contact person is identified according to client and organisational requirements.
       
Element: Research project context.
  • Information on client’s business is accessed and analysed according to organisational requirements.
  • Clientcustomer profile data is accessed and analysed.
       
Element: Identify legislation applicable to project.
  • Commonwealth, state and territory legislation is reviewed to determine relevance to services provided by client’s organisation.
  • Sections of legislation relevant to service delivery of client’s organisation are identified and documented.
  • Advice is sought where required to assist in identifying and analysing unknown elements identified during research process.
       
Element: Provide advice to client on service provision.
  • Advice is provided to client on their rights and obligations under legislation, regulations and standards relevant to disability access in service provision according to organisational requirements.
  • Training programs to address access compliance requirements for service delivery are suggested according to organisational requirements.
       
Element: Prepare access report on service provision.
  • Report format, style and structure are established according to industry standards, and client and organisational requirements.
  • Report content is prepared according to client instructions, contractual arrangements, organisational requirements, and access service provision requirements of applicable legislation, regulations and standards.
  • Report is reviewed with required persons according to organisational requirements, and feedback is integrated.
       
Element: Finalise access report on service provision.
  • Report content is checked for accuracy and suitability according to organisational requirements.
  • Report and associated documentation are finalised and distributed to client in a professional manner and according to organisational requirements and contractual arrangements.
  • Copy of report and associated documentation is recorded and retained according to organisational and legislative requirements.
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Respond to client inquiry regarding access advice on service provision.

1.1.

Client requesting access advice is identified and their authority to act is established according to organisational requirements.

1.2.

Client requirements are discussed, clarified and confirmed according to organisational requirements.

1.3.

Own competence and organisational capability to respond to client needs are determined and assessed.

1.4.

Client brief providing required level of detail and authority to proceed are negotiated with client and documented according to organisational requirements.

1.5.

Contractual arrangements for advice are negotiated, confirmed, documented and stored according to client, organisational and legislative requirements.

2.

Prepare to provide access advice.

2.1.

Documentation relevant to project is identified and copies are obtained.

2.2.

Access arrangements are negotiated and contact person is identified according to client and organisational requirements.

3.

Research project context.

3.1.

Information on client’s business is accessed and analysed according to organisational requirements.

3.2.

Clientcustomer profile data is accessed and analysed.

4.

Identify legislation applicable to project.

4.1.

Commonwealth, state and territory legislation is reviewed to determine relevance to services provided by client’s organisation.

4.2.

Sections of legislation relevant to service delivery of client’s organisation are identified and documented.

4.3.

Advice is sought where required to assist in identifying and analysing unknown elements identified during research process.

5.

Provide advice to client on service provision.

5.1.

Advice is provided to client on their rights and obligations under legislation, regulations and standards relevant to disability access in service provision according to organisational requirements.

5.2.

Training programs to address access compliance requirements for service delivery are suggested according to organisational requirements.

6.

Prepare access report on service provision.

6.1.

Report format, style and structure are established according to industry standards, and client and organisational requirements.

6.2.

Report content is prepared according to client instructions, contractual arrangements, organisational requirements, and access service provision requirements of applicable legislation, regulations and standards.

6.3.

Report is reviewed with required persons according to organisational requirements, and feedback is integrated.

7.

Finalise access report on service provision.

7.1.

Report content is checked for accuracy and suitability according to organisational requirements.

7.2.

Report and associated documentation are finalised and distributed to client in a professional manner and according to organisational requirements and contractual arrangements.

7.3.

Copy of report and associated documentation is recorded and retained according to organisational and legislative requirements.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also provide access advice to two different clients in regard to their organisation’s compliance with legislative and regulatory requirements for the provision of service, ensuring that an access report is provided for each set of advice that:

identifies non-compliance in the provision of adequately accessible services

provides practical and effective advice on how to address identified areas of non-compliance to meet legislative requirements and business objectives

meets contractual arrangements.

In preparing each of the above service provision access reports, the person must:

identify, interpret and apply legislative and regulatory requirements relating to disability access, including those of the Disability Discrimination Act (DDA), and evaluate the provision of services by each of the above clients in relation to those requirements

use effective interpersonal skills and communication techniques to facilitate the exchange of ideas and information on issues relating to the provision of services

apply organisational policies and procedures, including quality assurance requirements

use research skills to:

identify client business operations, nature of services provided, and related documentation

source information to assist in developing potential solutions to the provision of adequate access

use measurement tools correctly and record collected data accurately.

In providing access advice in each of the above service provision access reports, the person must:

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

interpret how the full range of environmental barriers impacts on people with a range of disabilities and impairments

apply and adhere to work health and safety (WHS) regulations, policies and processes applicable to workplace operations

use business equipment effectively to prepare and present reports in required format

provide final version report and documentation of supporting evidence for advice given, within required timeframe and according to organisational requirements.

A person demonstrating competency in this unit must demonstrate knowledge of:

key access obligations in regard to an organisation’s provision of services under the legislation, regulations and standards specified in the range of conditions

organisational requirements for providing access advice, including:

access and equity policy, principles and practices

client service standards

code of conduct and code of ethics

client privacy and confidentiality requirements

communication channels and reporting procedures

complaint and dispute resolution procedures

compliance with applicable legislation, codes and standards

compliance with applicable legal policies and guidelines relating to the provision of access advice

policies and procedures relating to own role, responsibilities and delegation

procedures for writing and recording service provision access reports, including required:

content

format, style, and structure

presentation

quality assurance requirements

records and information management systems and processes

disability awareness to inform service provision access report, including:

range of disabilities to be considered when providing access advice on service provision

disability-specific physical barriers to access

disability-specific minimum requirements for enhancing accessibility of service provision

key principles and techniques associated with consultation processes

limitations of own work role, responsibility and professional abilities with regard to above service provision access reports

processes for interpreting documentation relating to service provision access

WHS procedures, including procedures for:

identifying hazards and controlling risks associated with work

selecting and using required personal protective equipment (PPE).

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Respond to client inquiry regarding access advice on service provision.

1.1.

Client requesting access advice is identified and their authority to act is established according to organisational requirements.

1.2.

Client requirements are discussed, clarified and confirmed according to organisational requirements.

1.3.

Own competence and organisational capability to respond to client needs are determined and assessed.

1.4.

Client brief providing required level of detail and authority to proceed are negotiated with client and documented according to organisational requirements.

1.5.

Contractual arrangements for advice are negotiated, confirmed, documented and stored according to client, organisational and legislative requirements.

2.

Prepare to provide access advice.

2.1.

Documentation relevant to project is identified and copies are obtained.

2.2.

Access arrangements are negotiated and contact person is identified according to client and organisational requirements.

3.

Research project context.

3.1.

Information on client’s business is accessed and analysed according to organisational requirements.

3.2.

Clientcustomer profile data is accessed and analysed.

4.

Identify legislation applicable to project.

4.1.

Commonwealth, state and territory legislation is reviewed to determine relevance to services provided by client’s organisation.

4.2.

Sections of legislation relevant to service delivery of client’s organisation are identified and documented.

4.3.

Advice is sought where required to assist in identifying and analysing unknown elements identified during research process.

5.

Provide advice to client on service provision.

5.1.

Advice is provided to client on their rights and obligations under legislation, regulations and standards relevant to disability access in service provision according to organisational requirements.

5.2.

Training programs to address access compliance requirements for service delivery are suggested according to organisational requirements.

6.

Prepare access report on service provision.

6.1.

Report format, style and structure are established according to industry standards, and client and organisational requirements.

6.2.

Report content is prepared according to client instructions, contractual arrangements, organisational requirements, and access service provision requirements of applicable legislation, regulations and standards.

6.3.

Report is reviewed with required persons according to organisational requirements, and feedback is integrated.

7.

Finalise access report on service provision.

7.1.

Report content is checked for accuracy and suitability according to organisational requirements.

7.2.

Report and associated documentation are finalised and distributed to client in a professional manner and according to organisational requirements and contractual arrangements.

7.3.

Copy of report and associated documentation is recorded and retained according to organisational and legislative requirements.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Access arrangements must include:

access and egress points

keys, passes and security clearances

timing of access

work health and safety (WHS) requirements, including required personal protective equipment (PPE).

Contact personmust include at least one of the following:

identified project contact

site manager

site owner

site supervisor.

Information on client’s business must include:

client’s business operations and premises

services offered by client, including:

nature of services

known use of services by customers with disabilities, and frequency of that use

staff profiles.

Customer profile data must include:

information on client’s customer base, including:

existing customers

range of potential customers

changing nature of potential customer base.

Commonwealth, state and territory legislation must include:

legislation relating to educational services, building and transport

DDA.

Advice must:

be written or oral

include referral to other experts or sources of information.

Obligations under legislation, regulations and standards must include those represented in:

commonwealth, state and territory legislation that affects organisational operation and services, including:

anti-discrimination

building

environmental

equal employment opportunity

industrial relations

WHS

Australian standards, including AS1428 Design for access and mobility

DDA

local government regulations and by-laws

quality assurance and certification requirements

trade practices laws and guidelines.

Suggested training programs must include:

information on:

client and staff rights and obligations under legislation

service users’ rights and obligations under legislation.

Report content must include:

advice for clients on their rights and obligations under legislation relating to disability access

conclusions and recommendations that are clearly supported by information gathered and verifiable evidence

attachments containing supporting documentation that is relevant and consistent with references made in body of report.

Required persons must include:

another member of access team

business partner or colleague.

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
Client requesting access advice is identified and their authority to act is established according to organisational requirements. 
Client requirements are discussed, clarified and confirmed according to organisational requirements. 
Own competence and organisational capability to respond to client needs are determined and assessed. 
Client brief providing required level of detail and authority to proceed are negotiated with client and documented according to organisational requirements. 
Contractual arrangements for advice are negotiated, confirmed, documented and stored according to client, organisational and legislative requirements. 
Documentation relevant to project is identified and copies are obtained. 
Access arrangements are negotiated and contact person is identified according to client and organisational requirements. 
Information on client’s business is accessed and analysed according to organisational requirements. 
Clientcustomer profile data is accessed and analysed. 
Commonwealth, state and territory legislation is reviewed to determine relevance to services provided by client’s organisation. 
Sections of legislation relevant to service delivery of client’s organisation are identified and documented. 
Advice is sought where required to assist in identifying and analysing unknown elements identified during research process. 
Advice is provided to client on their rights and obligations under legislation, regulations and standards relevant to disability access in service provision according to organisational requirements. 
Training programs to address access compliance requirements for service delivery are suggested according to organisational requirements. 
Report format, style and structure are established according to industry standards, and client and organisational requirements. 
Report content is prepared according to client instructions, contractual arrangements, organisational requirements, and access service provision requirements of applicable legislation, regulations and standards. 
Report is reviewed with required persons according to organisational requirements, and feedback is integrated. 
Report content is checked for accuracy and suitability according to organisational requirements. 
Report and associated documentation are finalised and distributed to client in a professional manner and according to organisational requirements and contractual arrangements. 
Copy of report and associated documentation is recorded and retained according to organisational and legislative requirements. 

Forms

Assessment Cover Sheet

CPPACC4021 - Provide access advice on service provision
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

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Assessor name:

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Assessment Record Sheet

CPPACC4021 - Provide access advice on service provision

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

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Signature:

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Student signature:

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