CSCORG603A
Manage the delivery of a quality correctional service

This unit of competency describes the outcomes required to respond to the needs of existing and new clients within complex or changing circumstances.The unit is a generic management unit that will require contextualisation to reflect the design and nature of organisation structures and service standards and management.This unit replaces and is equivalent to CSCORG024A Manage the delivery of a quality correctional service.

Application

This unit applies to applicants with general management competencies from a range of occupational areas.


Prerequisites

Not applicable


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1Analyse service needs.

1.1 Research information on the history, profiles and needs of clients using a range of accurate and reliable information.

1.2 Develop and maintain relevant and accurate records of needs.

1.3 Identify and review service requirements routinely to ensure that needs will be met through new and expanded services.

1.4 Respond to feedback with positive, flexible options and proposals for improvements.

2Provide and review services.

2.1 Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way.

2.2 Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources.

2.3 Identify individual differences and special needs and consider these in service design.

2.4 Review service delivery to ensure that it reflects current best practice.

2.5 Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements.

3Promote service.

3.1 Promote and market service to potential clients to ensure that the benefits and costs are clearly presented.

3.2 Identify potential areas of difficulty in service and recommend solutions and a range of service options.

3.3 Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level.

3.4 Assist service users to identify their needs and select the most suitable available service.

4Develop and enhance service.

4.1 Check that changes to service are within policy and budgetary frameworks.

4.2 Use relevant information relating to demand and trends to review client service delivery.

4.3 Use information on products and services to match client needs and service delivery.

4.4 Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery.

Required Skills

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

Required skills:

establishing and maintaining a network of current and potential service users

incorporating the requirements of specific groups into service design and delivery

interpreting feedback from clients and service users

reviewing service design and delivery in conjunction with user needs, circumstances, feedback and outcomes.

Required knowledge:

legislative and regulatory frameworks influencing provision of services in correctional organisations

current developments in effective service delivery in correctional services

current quality assurance commitments and processes

current performance management systems, policies and processes

marketing and promotion techniques

organisation's environmental and sustainability practices.

Evidence Required

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

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.

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

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to manage service delivery in a correctional setting in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment

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 responsible for managing service delivery in a correctional setting, including coping with difficulties, irregularities and changes to routine

copies of legislation, policies, procedures and guidelines relating to the management and delivery of correctional services

access to appropriate learning and assessment support when required.

Method of assessment

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.


Range Statement

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 can include:

community agencies and groups

other services or management units of the agency

agents of government departments

contracting agencies

service purchaser

commercial organisations

offenders with specific needs.

Client services will be:

specific to organisation, agency mandate and client functions within a correctional organisation.


Sectors

Unit sector

Organisational administration and management


Competency Field

Not applicable


Co-Requisites

Not applicable


Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.


Licensing Information

Not applicable.