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Evidence Guide: CHCCS311D - Deliver and monitor services to clients

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

 

CHCCS311D - Deliver and monitor services to clients

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

Identify client needs by collecting routine information

  1. Identify client needs and rights, and assessed opportunities for a targeted service to meet them
  2. Identify and select appropriate service to meet client needs within the scope of area of responsibility
  3. Where it is required, take appropriate immediate action to address urgent needs
  4. Identify special needs of clients and consider in providing and targeting services
  5. Identify potential areas of difficulty in client service delivery, and take appropriate actions to address them
  6. Maintain records of client interaction in accordance with organisation procedures
Identify client needs and rights, and assessed opportunities for a targeted service to meet them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and select appropriate service to meet client needs within the scope of area of responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where it is required, take appropriate immediate action to address urgent needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify special needs of clients and consider in providing and targeting services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential areas of difficulty in client service delivery, and take appropriate actions to address them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records of client interaction in accordance with organisation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Establish appropriate rapport with clients to enable high quality service delivery
  2. Ensure all dealings with clients are consistent with accepted practice, duty of care responsibilities and the code of conduct of the organisation
  3. Plan and carry out individual work to ensure client service delivery is prompt and to the standard defined by the organisation
  4. Ensure service delivered to clients upholds the reputation of the organisation and is consistent with relevant statutory or legislative requirements
  5. Collect and maintain required information about client needs, issues, rights and the range of services available
Establish appropriate rapport with clients to enable high quality service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure all dealings with clients are consistent with accepted practice, duty of care responsibilities and the code of conduct of the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and carry out individual work to ensure client service delivery is prompt and to the standard defined by the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure service delivered to clients upholds the reputation of the organisation and is consistent with relevant statutory or legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and maintain required information about client needs, issues, rights and the range of services available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Monitor procedural aspects of service delivery and maintain records as required
  2. Implement mechanisms to collect, record, analyse and report client service feedback
  3. Modify client service as required within the area of responsibility
Monitor procedural aspects of service delivery and maintain records as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement mechanisms to collect, record, analyse and report client service feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify client service as required within the area of responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions

Assessment may be conducted over one occasion but must include a range of client needs

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

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment:

Assessment may include observation, questioning and evidence gathered from a workplace environment

Required Skills and Knowledge

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:

Principles of effective client service delivery

Specific services available and provided

Differences in client needs and how to accommodate these needs in service delivery

Essential skills:

It is critical that the candidate demonstrate the ability to:

Establish rapport with clients

Incorporate requirements of a diverse range of clients into service delivery

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:

Apply oral communication skills required to fulfil the job role in the organisation/service
Oral communication skills may include listening, asking questions, providing encouragement
Language used may be English, sign language or community language depending on client group

Apply literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace
Language used may be English or community language depending on the client group

Maintain documentation as required, including effective use of relevant information technology in line with work health and safety (WHS) guidelines

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. 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.

Client service delivery includes:

The full range of services offered by the organisation including direct care and support, provision of information, referral to relevant organisations and application of existing organisation services

Clients may include:

Self referring or referred

Individual members of the public

Other organisations and community groups

Other work areas of the organisation

Individual members of the organisation

Senior management

Special client needs could relate to:

Disabilities

Language

Gender

Culture

Age

Remote location

Service delivery is to occur within:

Protocol

Duty of care responsibility

Codes of conduct and ethical performance

Organisation standards