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Evidence Guide: CHCCCS010 - Maintain a high standard of service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCCS010 - Maintain a high standard of service

What evidence can you provide to prove your understanding of each of the following citeria?

Elements define the essential outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain an appropriate relationship with people accessing service

  1. Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
  2. Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
  3. Access interpreter services as required to assist communication
  4. Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
  5. Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
  6. Respond to and deal with complaints in line with organisation policy to enhance service to individuals
  7. Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals
Establish rapport with the person and ensure the service is appropriate and in the person’s best interest

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use effective communication skills to ensure a high level of effective communication and quality service provision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access interpreter services as required to assist communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to and deal with complaints in line with organisation policy to enhance service to individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act in a respectful manner at all times

  1. Positively, actively and consistently demonstrate respect for individual differences in all work
  2. Respect and maintain confidentiality and privacy at all times
  3. Demonstrate courtesy in all interpersonal interactions
  4. Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures
  5. Use appropriate techniques to manage and minimise aggression
Positively, actively and consistently demonstrate respect for individual differences in all work

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respect and maintain confidentiality and privacy at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate courtesy in all interpersonal interactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate techniques to manage and minimise aggression

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate own work to maintain a high standard of service

  1. Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
  2. Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
  3. Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service
Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish and maintain an appropriate relationship with people accessing service

1.1 Establish rapport with the person and ensure the service is appropriate and in the person’s best interest

1.2 Identify and use effective communication skills to ensure a high level of effective communication and quality service provision

1.3 Access interpreter services as required to assist communication

1.4 Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

1.6 Respond to and deal with complaints in line with organisation policy to enhance service to individuals

1.7 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

2. Act in a respectful manner at all times

2.1 Positively, actively and consistently demonstrate respect for individual differences in all work

2.2 Respect and maintain confidentiality and privacy at all times

2.3 Demonstrate courtesy in all interpersonal interactions

2.4 Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures

2.5 Use appropriate techniques to manage and minimise aggression

3. Evaluate own work to maintain a high standard of service

3.1 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes

3.2 Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance

3.3 Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish and maintain an appropriate relationship with people accessing service

1.1 Establish rapport with the person and ensure the service is appropriate and in the person’s best interest

1.2 Identify and use effective communication skills to ensure a high level of effective communication and quality service provision

1.3 Access interpreter services as required to assist communication

1.4 Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

1.6 Respond to and deal with complaints in line with organisation policy to enhance service to individuals

1.7 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

2. Act in a respectful manner at all times

2.1 Positively, actively and consistently demonstrate respect for individual differences in all work

2.2 Respect and maintain confidentiality and privacy at all times

2.3 Demonstrate courtesy in all interpersonal interactions

2.4 Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures

2.5 Use appropriate techniques to manage and minimise aggression

3. Evaluate own work to maintain a high standard of service

3.1 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes

3.2 Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance

3.3 Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service