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Evidence Guide: CHCECE029 - Respond to problems and complaints about the 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

 

CHCECE029 - Respond to problems and complaints about the 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:

 

 

 

 

 

 

 

Respond to a family member’s concerns about their child

  1. Discuss observations about the child in the service
  2. Collate and present feedback and views of all workers involved with the child
  3. Discuss concern and identify key issue/s with the family member
  4. Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together
  5. Confirm next steps and clarify agreement with all relevant parties
Discuss observations about the child in the service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collate and present feedback and views of all workers involved with the child

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss concern and identify key issue/s with the family member

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm next steps and clarify agreement with all relevant parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and address grievances and complaints

  1. Listen respectfully to person’s concerns
  2. Identify, investigate and discuss issues underlying complaint according to guidelines
  3. Prioritise and take action as quickly as the situation requires
  4. Explain complaint process and inform complainant of what can and can not be expected from process
  5. Refer complaint to appropriate procedures or forums as appropriate
Listen respectfully to person’s concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, investigate and discuss issues underlying complaint according to guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prioritise and take action as quickly as the situation requires

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain complaint process and inform complainant of what can and can not be expected from process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complaint to appropriate procedures or forums as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effect resolution of complaints

  1. Ensure parties are clear about confidentiality and the rights of others and protect these during the process
  2. Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures
  3. Facilitate mediation between parties concerned as relevant
  4. Obtain resolution or an agreement for moving forward or setting aside issues
  5. Document process and outcomes according to the organisation’s procedures
Ensure parties are clear about confidentiality and the rights of others and protect these during the process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate mediation between parties concerned as relevant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain resolution or an agreement for moving forward or setting aside issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document process and outcomes according to the organisation’s procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review outcomes

  1. Seek feedback from relevant parties about the resolution of problem and/or complaint
  2. Clarify any misunderstandings or concerns regarding process or own role
  3. Use feedback and lessons learned to identify and implement improvements to own practice and service
Seek feedback from relevant parties about the resolution of problem and/or complaint

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify any misunderstandings or concerns regarding process or own role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use feedback and lessons learned to identify and implement improvements to own practice and service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to a family member’s concerns about their child

  1. Discuss observations about the child in the service
  2. Collate and present feedback and views of all workers involved with the child
  3. Discuss concern and identify key issue/s with the family member
  4. Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together
  5. Confirm next steps and clarify agreement with all relevant parties
Discuss observations about the child in the service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collate and present feedback and views of all workers involved with the child

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss concern and identify key issue/s with the family member

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm next steps and clarify agreement with all relevant parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance Criteria specify the level of performance needed to demonstrate achievement of the Element.

1.Respond to a family member’s concerns about their child

1.1 Discuss observations about the child in the service

1.2 Collate and present feedback and views of all workers involved with the child

1.3 Discuss concern and identify key issue/s with the family member

1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

1.5 Confirm next steps and clarify agreement with all relevant parties

2. Acknowledge and address grievances and complaints

2.1 Listen respectfully to person’s concerns

2.2 Identify, investigate and discuss issues underlying complaint according to guidelines

2.3 Prioritise and take action as quickly as the situation requires

2.4 Explain complaint process and inform complainant of what can and can not be expected from process

2.5 Refer complaint to appropriate procedures or forums as appropriate

3. Effect resolution of complaints

3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process

3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

3.3 Facilitate mediation between parties concerned as relevant

3.4 Obtain resolution or an agreement for moving forward or setting aside issues

3.5 Document process and outcomes according to the organisation’s procedures

4. Review outcomes

4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint

4.2 Clarify any misunderstandings or concerns regarding process or own role

4.3 Use feedback and lessons learned to identify and implement improvements to own practice and service

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance Criteria specify the level of performance needed to demonstrate achievement of the Element.

1.Respond to a family member’s concerns about their child

1.1 Discuss observations about the child in the service

1.2 Collate and present feedback and views of all workers involved with the child

1.3 Discuss concern and identify key issue/s with the family member

1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

1.5 Confirm next steps and clarify agreement with all relevant parties

2. Acknowledge and address grievances and complaints

2.1 Listen respectfully to person’s concerns

2.2 Identify, investigate and discuss issues underlying complaint according to guidelines

2.3 Prioritise and take action as quickly as the situation requires

2.4 Explain complaint process and inform complainant of what can and can not be expected from process

2.5 Refer complaint to appropriate procedures or forums as appropriate

3. Effect resolution of complaints

3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process

3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

3.3 Facilitate mediation between parties concerned as relevant

3.4 Obtain resolution or an agreement for moving forward or setting aside issues

3.5 Document process and outcomes according to the organisation’s procedures

4. Review outcomes

4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint

4.2 Clarify any misunderstandings or concerns regarding process or own role

4.3 Use feedback and lessons learned to identify and implement improvements to own practice and service