Application
This unit describes the skills required to match services to offenders and support those services.
This unit applies to those working with offenders in custody or in community services within a limited range of familiar and predictable contexts; working in a coordinated team is integral to the role. Support services can be defined as:
information and advice
administration and information processing
maintenance of offender information
processing of service agreements and allocations
offender property and finances
liaison with community agencies
liaison with family support
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to interaction with offenders and service provision.
Those undertaking this unit work with moderate support. The role involves explicit tasks involving a limited number of familiar steps.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
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 section. |
1. Match services to offenders’ needs | 1.1 Check and confirm offender files for accurate and relevant information on offender needs and circumstances. 1.2 Check and confirm information on available offender services, and use this to match suitable and effective services with offenders. 1.3 Identify the particular needs of offenders to ensure that services are clearly targeted. 1.4 Process requests from offenders and confirm service suitability from a defined range of options. 1.5 Report difficulties in matching offenders with support services to supervisor. |
2. Support services | 2.1 Ensure that services are suitable to the needs and circumstances of offenders and are provided within determined timeframes. 2.2 Respond to inquiries promptly and according to accepted practice and standards. 2.3 Ensure services are adjusted to meet special needs of offenders. 2.4 Deal with difficult complaints and situations promptly, respectfully and according to procedures. 2.5 Maintain confidentiality of information according to information management procedures. 2.6 Process information from services to contribute to the evaluation of services to offenders. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
behaving in a way that meets the organisation’s code of conduct when in contact with offenders and the public
dealing with complaints and handling difficult clients and conflict situations effectively
maintaining a positive and confident image with colleagues, offenders and the public in response to inquiries
writing to maintain information and records of offender and service activities and compliance
matching services to offender needs
using all available information management systems to check and confirm offender information
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
offender services and programs and the processes and procedures for their allocation
organisation’s policies and procedures related to client services and administrative support
code of conduct
procedures covering the administration of offender information and organisational information management system
techniques for dealing with difficult complaints and situations
Assessment Conditions
Evidence for assessment must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments.
Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual supporting offender services as part of a coordinated team, including coping with difficulties, irregularities and changes to routine.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels indicated for successful attainment of the unit.
ACSF levels indicative of performance:
Further information on ACSF and the foundation skills underpinning this unit can be found in the
Competency Field
Offender management