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Evidence Guide: CHCORG14B - Manage a service organisation

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

 

CHCORG14B - Manage a service organisation

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

Coordinate organisational planning

  1. Appropriate strategic alliances are identified and participation is negotiated and maintained
  2. The overall purpose and philosophy of the organisation are identified and translated into a written or recorded set of aims and objectives which are clearly understood, measurable and attainable and evaluated as appropriate
  3. Appropriate corporate planning processes which maximise consultation and devolution of planning, are implemented
  4. Appropriate corporate planning process which ensure responsiveness to client needs are implemented
  5. Appropriate consultation is undertaken with relevant people and agencies
  6. Appropriate management structure and process is established to coordinate corporate planning, advise decision makers and to reflect principles and philosophy of the objectives
  7. The way in which the values and beliefs of workers and stakeholders may influence the defined organisational purpose and philosophy is analysed and communicated to all relevant participants
  8. Resources are made available as appropriate to support the planning processes at all levels
  9. Systems, processes and timeframes are developed for all aspects and components of the planning process
Appropriate strategic alliances are identified and participation is negotiated and maintained

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

The overall purpose and philosophy of the organisation are identified and translated into a written or recorded set of aims and objectives which are clearly understood, measurable and attainable and evaluated as appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate corporate planning processes which maximise consultation and devolution of planning, are implemented

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate corporate planning process which ensure responsiveness to client needs are implemented

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate consultation is undertaken with relevant people and agencies

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate management structure and process is established to coordinate corporate planning, advise decision makers and to reflect principles and philosophy of the objectives

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

The way in which the values and beliefs of workers and stakeholders may influence the defined organisational purpose and philosophy is analysed and communicated to all relevant participants

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Resources are made available as appropriate to support the planning processes at all levels

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Systems, processes and timeframes are developed for all aspects and components of the planning process

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Design and implement the structures and process of the organisation

  1. An appropriate structure is determined for the organisation to match organisational philosophy and purpose
  2. Lines of decision making and accountability are developed, agreed, implemented and monitored
  3. Budgets are prepared in line with the strategic plan and make allowance for all requirements and components of planning and implementation of programs and services
  4. Financial accountability systems are established which meet agreed organisation best practice provisions
  5. Planning guidelines provide for inclusion of appropriate statutory, legislative and practice provisions
  6. Planning guidelines and systems are developed which are clear, fully documented and accessible to all involved
An appropriate structure is determined for the organisation to match organisational philosophy and purpose

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Lines of decision making and accountability are developed, agreed, implemented and monitored

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Budgets are prepared in line with the strategic plan and make allowance for all requirements and components of planning and implementation of programs and services

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Financial accountability systems are established which meet agreed organisation best practice provisions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Planning guidelines provide for inclusion of appropriate statutory, legislative and practice provisions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Planning guidelines and systems are developed which are clear, fully documented and accessible to all involved

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement evaluation processes

  1. Appropriate consultations are held with stakeholders to examine issues and trends; and outcomes are advised to decision makers as required
  2. All required reporting is completed in a timely way in accordance with organisational requirements
  3. Appropriate evaluation arrangements are identified, developed and implemented with representation from relevant stakeholder groups
  4. Advice is prepared and provided to decision makers within the negotiated format and timeframe
Appropriate consultations are held with stakeholders to examine issues and trends; and outcomes are advised to decision makers as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

All required reporting is completed in a timely way in accordance with organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate evaluation arrangements are identified, developed and implemented with representation from relevant stakeholder groups

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advice is prepared and provided to decision makers within the negotiated format and timeframe

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Enable organisation to meet legal requirements

  1. Mechanisms are implemented to ensure relevant commonwealth, state and local government legal requirements are identified and adhered to
  2. Information about current legal requirements is updated regularly and if appropriate, proposals to modify organisational policy and procedures developed
Mechanisms are implemented to ensure relevant commonwealth, state and local government legal requirements are identified and adhered to

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Information about current legal requirements is updated regularly and if appropriate, proposals to modify organisational policy and procedures developed

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish the profile of the organisation and market its services

  1. Formal and informal networks are used as channels to communicate the organisation's activities and achievements
  2. A range of communication mediums and activities are used to convey information about the activities and achievements of the organisation to encourage support and interest
  3. Opportunities to promote the organisation through media, government and the community are sought and utilised
  4. Confidentiality and sensitivity is displayed in the details, content and extent of public comment on organisation's activities
Formal and informal networks are used as channels to communicate the organisation's activities and achievements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

A range of communication mediums and activities are used to convey information about the activities and achievements of the organisation to encourage support and interest

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Opportunities to promote the organisation through media, government and the community are sought and utilised

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Confidentiality and sensitivity is displayed in the details, content and extent of public comment on organisation's activities

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Give direction for the effective management of the organisation

  1. When required policies and procedures for the employment role of the organisation are developed, articulated and their implementation monitored
  2. Problems in implementing defined procedures are addressed promptly to ensure resolution
  3. Reports which comprehensively and accurately describe the organisation's activities and achievements are prepared and presented to relevant stakeholders and management, as required
  4. When required, management board meetings are serviced to ensure effective and informed deliberations and decision-making
  5. Mechanisms for effective coordination of activities and services are identified and implemented
When required policies and procedures for the employment role of the organisation are developed, articulated and their implementation monitored

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Problems in implementing defined procedures are addressed promptly to ensure resolution

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Reports which comprehensively and accurately describe the organisation's activities and achievements are prepared and presented to relevant stakeholders and management, as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

When required, management board meetings are serviced to ensure effective and informed deliberations and decision-making

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Mechanisms for effective coordination of activities and services are identified and implemented

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage changes in the organisation

  1. Policy, social, political and economic trends are identified and assessed for potential impact on the organisation
  2. Management and work practices are assessed and revised relative to social, political and economic trends and impacts
  3. Indicators for change within the organisation are defined and monitored
  4. Opportunities for positive change are identified and promoted and appropriate work is undertaken to maximise support from staff, clients and stakeholders
Policy, social, political and economic trends are identified and assessed for potential impact on the organisation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Management and work practices are assessed and revised relative to social, political and economic trends and impacts

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Indicators for change within the organisation are defined and monitored

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Opportunities for positive change are identified and promoted and appropriate work is undertaken to maximise support from staff, clients and stakeholders

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Critical aspects of assessment:

Strategic planning

Managing organisational change

Developing strategies for adapting organisation to changes

Designing strategies to involve and communicate with all major stakeholders

Essential knowledge:

Best practice including:

Management systems and principles

Performance standards

Accountability

Training and skills development and recognition

Administrative systems and principles

Service quality development

Consumer focus

Enterprise agreements

Performance monitoring and review

Statutory and legislative requirements including:

Occupational Health and Safety

Industrial relations/enterprise contracts

Non discrimination

Equal employment opportunities principles and practice

Funding/service contracts/agreements

Corporate affairs/incorporation/Australian Securities Commission

Taxation

Essential skills:

Strategic thinking

Decision making

Environmental scanning

Analysis/evaluation

Facilitation

High level liaison

High level oral and written communication

Resource implications:

Access to appropriate workplace where assessment can be conducted, or

Simulation of realistic workplace setting for assessment

Consistency in performance:

Assessment may include observations, questioning and evidence gathered from the workplace

It is recommended that assessment take place on more than one occasion to enable all aspects of managing a service organisation to be assessed

Context of assessment:

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. This may include the use of languages other than English and alternative communication systems.

Critical aspects of assessment:

Strategic planning

Managing organisational change

Developing strategies for adapting organisation to changes

Designing strategies to involve and communicate with all major stakeholders

Essential knowledge:

Best practice including:

Management systems and principles

Performance standards

Accountability

Training and skills development and recognition

Administrative systems and principles

Service quality development

Consumer focus

Enterprise agreements

Performance monitoring and review

Statutory and legislative requirements including:

Occupational Health and Safety

Industrial relations/enterprise contracts

Non discrimination

Equal employment opportunities principles and practice

Funding/service contracts/agreements

Corporate affairs/incorporation/Australian Securities Commission

Taxation

Essential skills:

Strategic thinking

Decision making

Environmental scanning

Analysis/evaluation

Facilitation

High level liaison

High level oral and written communication

Resource implications:

Access to appropriate workplace where assessment can be conducted, or

Simulation of realistic workplace setting for assessment

Consistency in performance:

Assessment may include observations, questioning and evidence gathered from the workplace

It is recommended that assessment take place on more than one occasion to enable all aspects of managing a service organisation to be assessed

Context of assessment:

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. This may include the use of languages other than English and alternative communication systems.

Required Skills and Knowledge

Not applicable.

Range Statement

Strategies for the development of policies, practices and standards may include:

Change management

Organisational development

Indicators for change include:

Staff

Management committee

Organisational executive management turnover

User involvement

Level of commitment to organisation's aims and objectives

Relationship with external agencies

Change in government polices and associated change in organisational focus

Communication designed to promote the organisation include:

Verbal presentations

Letters

Brochures

Fliers and other written advertisements

Poster and other artwork and audiovisual advertisements

Organisational change related to:

Nature and focus of service, programs and activities

Changing service users

Staff requirements

Employment and work practices

Management decision-making processes

Membership changes

New buildings and other resources

Different levels of funding

Legislative change

Technological change

External policy change

Strategic alliances will include:

Industry networks

Professional associations

Other key agencies/organisations

Political parties and committees

Key government officers

Ministerial advisers and staff

Ministerial advisory committees

Key public policy and decision makers

Funding agencies

Business leaders

Community leaders

Social/economic/political researchers, analysts and advisers

Media

Special interest groups

Specialist services

Strategies for the development of policies, practices and standards may include:

Change management

Organisational development

Indicators for change include:

Staff

Management committee

Organisational executive management turnover

User involvement

Level of commitment to organisation's aims and objectives

Relationship with external agencies

Change in government polices and associated change in organisational focus

Communication designed to promote the organisation include:

Verbal presentations

Letters

Brochures

Fliers and other written advertisements

Poster and other artwork and audiovisual advertisements

Organisational change related to:

Nature and focus of service, programs and activities

Changing service users

Staff requirements

Employment and work practices

Management decision-making processes

Membership changes

New buildings and other resources

Different levels of funding

Legislative change

Technological change

External policy change

Strategic alliances will include:

Industry networks

Professional associations

Other key agencies/organisations

Political parties and committees

Key government officers

Ministerial advisers and staff

Ministerial advisory committees

Key public policy and decision makers

Funding agencies

Business leaders

Community leaders

Social/economic/political researchers, analysts and advisers

Media

Special interest groups

Specialist services