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

PUAPOL018B Mapping and Delivery Guide
Control and monitor service delivery

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUAPOL018B - Control and monitor service delivery
Description This unit covers the competency to monitor, maintain and improve service delivery.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package.This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Prerequisite Unit/sNil
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: Develop and evaluate performance indicators
  • Valid and reliable performance indicators are developed to evaluate service delivery and implementation
  • The establishment/modification of performance indicators is communicated to those affected
       
Element: Review achievement of organisational outcomes
  • Review systems are developed to determine performance achievement against objectives
  • Performance is reviewed and plans adjusted as required
  • Feedback and advice is provided to senior management and others
  • Activities are monitored and controlled against budgets
       
Element: Monitor and adjust performance
  • All relevant information sources are identified and suitable methods of collecting information are used to monitor progress
  • Client feedback is sought and used to improve service delivery
  • Information collected is related to current practices and used to identify opportunities for growth in operations and improvements in quality
  • Evaluation of the outcomes of previous developments is used for improvement
  • Individual/team performance consistently meets quality, safety, resource and delivery standards
  • Plans are adjusted and communicated to teams/individuals
  • New or modified systems are monitored and changes made
       
Element: Monitor and review operational performance
  • Performance systems and processes are regularly monitored to assess progress in achieving organisational outcomes
  • Performance requiring corrective action is clearly identified and appropriate responses developed and implemented
  • Recommendations for variations to strategic plans are developed and negotiated with the appropriate personnel
       


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.

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

It is essential for this unit that competence be demonstrated in the ability to apply performance measures that monitor, maintain and lead to improvement in service delivery

Consistency in performance

Evidence will need to be gathered over time in actual or simulated situations

Context of and specific resources for assessment

Context of assessment

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

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.

Required Skills

analyse and interpret performance management information

communicate

review and evaluate

Required Knowledge

EEO agreed service delivery levels

service delivery objectives

client service strategies

Anti-discrimination Act

Disability Act

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.

Performance systems and review processes may include

client surveys

station inspections

service delivery monitoring

workload returns

business and corporate plan objectives

performance based contracts

The organisation's systems and technology may include

information technology based management systems

complaints monitoring systems

Continuous improvement techniques and processes may include

community/client involvement

consultation programs

efficiency/effectiveness measures

continuous improvement strategies

time and motion studies

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
Valid and reliable performance indicators are developed to evaluate service delivery and implementation 
The establishment/modification of performance indicators is communicated to those affected 
Review systems are developed to determine performance achievement against objectives 
Performance is reviewed and plans adjusted as required 
Feedback and advice is provided to senior management and others 
Activities are monitored and controlled against budgets 
All relevant information sources are identified and suitable methods of collecting information are used to monitor progress 
Client feedback is sought and used to improve service delivery 
Information collected is related to current practices and used to identify opportunities for growth in operations and improvements in quality 
Evaluation of the outcomes of previous developments is used for improvement 
Individual/team performance consistently meets quality, safety, resource and delivery standards 
Plans are adjusted and communicated to teams/individuals 
New or modified systems are monitored and changes made 
Performance systems and processes are regularly monitored to assess progress in achieving organisational outcomes 
Performance requiring corrective action is clearly identified and appropriate responses developed and implemented 
Recommendations for variations to strategic plans are developed and negotiated with the appropriate personnel 

Forms

Assessment Cover Sheet

PUAPOL018B - Control and monitor 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

PUAPOL018B - Control and monitor 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: