The skills described in this unit may be applied across a range of workplace contexts, especially involving related service delivery, sharing of information and client referral

ELEMENT

PERFORMANCE CRITERIA

1. Identify and maintain links with relevant services

1.1 Gather and store information on relevant services as appropriate

1.2 Identify, develop and maintain communication processes within and across services to establish and maintain inter- and intra-sector links

1.3 Maintain active participation in relevant networks

1.4 Maintain information on the organisation's range of services

2. Provide relevant information to services

2.1 Respond to information requests from other organisations as appropriate

2.2 Maintain knowledge of and access to internal means of support within own organisation

2.3 Provide information and resources to support community groups as appropriate

2.4 Ensure materials and resources provided are relevant and current

2.5 Seek feedback on the materials and resources and use in developing future materials and resources

3. Work with and support other organisations to enhance service delivery

3.1 Define the type and level of support to be provided and negotiate with the relevant organisation

3.2 Maintain appropriate support and contact with people referred

3.3 Provide information to services in line with organisation confidentiality, consent and privacy policies and procedures

3.4 Develop and negotiate longer term plans to assist services to operate self-sufficiently

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:

Existing information systems

Referral networks - criteria and procedures for referral

Current community services issues

Language used in community services work

Range of community services and how to access

Confidentiality and privacy

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

Essential skills:

It is critical that the candidate demonstrate the ability to:

Facilitate effective working relationships within community services and within the general community

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:

questioning

active listening

verbal and non-verbal communication

referral

participating and conducting interagency meetings

promotion

negotiation

liaison and networking

Recognise own limitations and agency boundaries

Develop and provide information about community services

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

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 is best assessed in the workplace or in a simulated workplace under the normal range of conditions

Consistency in performance should consider the community services networking and liaison requirements within the workplace

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:

Assessment may include observations, questioning and evidence gathered from the workplace environment

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.

Links may be:

Referral to and from other services

Telephone contact

Worker networks

Informal contacts

Case conferences

Inter agency meetings

Community consultative committees

Joint projects

Relevant services may include:

Consumer groups

Commercial enterprises such as real estate agents, and financial institutions

Community services departments

Aboriginal and Torres Strait Islander services

Employment services

Community based disability support services

Income support services

Accommodation services

Services specific to the person's needs

Trans-cultural

Religious organisations

Judicial

Correctional

Police

Emergency services

Information on relevant servicesmay include:

Pamphlets and other information sources

List of all relevant services

Information on own agency

Criteria for referral to each agency

Contacts

Information to provide to clients

Support may include:

Visits

Consultations

Joint initiatives

Participation in case conferences

Telephone advice

Provision of staff development and training

Exchanging of reports

Community education

Policies and procedures may include:

Referral protocols

This unit contains Employability Skills