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Evidence Guide: CHCORG626B - Manage a service level agreement

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

 

CHCORG626B - Manage a service level agreement

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

Investigate partnership opportunities

  1. Gather and analyse information on potential partners
  2. Target partners according to organisation needs analysis and strategic directions where appropriate
  3. Make contact with relevant partner organisations
Gather and analyse information on potential partners

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Target partners according to organisation needs analysis and strategic directions where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make contact with relevant partner organisations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Negotiate support agreement terms and conditions

  1. Conduct negotiations to maintain partnership focus and protect client's interests
  2. Conduct negotiations in a flexible manner within previously determined parameters
  3. Clearly define roles and responsibilities of each partner, including level and type of support
  4. Address confidentiality and privacy issues where appropriate
  5. Address dispute resolution issues
  6. Develop and follow communication protocols
  7. Sign service support agreement
Conduct negotiations to maintain partnership focus and protect client's interests

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct negotiations in a flexible manner within previously determined parameters

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Clearly define roles and responsibilities of each partner, including level and type of support

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Address confidentiality and privacy issues where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Address dispute resolution issues

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and follow communication protocols

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Sign service support agreement

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement support agreement

  1. Negotiate and schedule regular meetings with partners as appropriate
  2. Consult clients at all stages of implementation
  3. Develop and use dispute resolution strategies where necessary
  4. Ensure all reporting requirements are met in accordance with organisation procedures
Negotiate and schedule regular meetings with partners as appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consult clients at all stages of implementation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and use dispute resolution strategies where necessary

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure all reporting requirements are met in accordance with organisation procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Evaluate support agreements

  1. Develop criteria for evaluation of partnership
  2. Seek client feedback in the evaluation process
  3. Measure performance against agreed criteria
  4. Amend support agreements and re-negotiate with partner organisation where appropriate
Develop criteria for evaluation of partnership

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Seek client feedback in the evaluation process

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Measure performance against agreed criteria

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Amend support agreements and re-negotiate with partner organisation where appropriate

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

Evidence must include observation in the work environment or in a simulated work setting

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

Resource requirements for assessment of this unit include access to:

an appropriate workplace where assessment can take place

simulation of realistic workplace setting for assessment

Method of assessment:

Observation

Written assessment

Case studies

Evidence of materials developed in the workplace

Questioning

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:

Funding guidelines

Referral networks

Confidentiality and Privacy Act

Support needs of clients

Community needs and key issues

Relationship between service providers

Essential skills:

It is critical that the candidate demonstrate the ability to:

Facilitate effective work relationships with relevant organisations

Negotiate, develop and sign off on a partnership contract

Demonstrate application of understanding of organisation and community needs

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:

Demonstrate application of skills in:

negotiation

analysis

facilitation

communication

networking

referral

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.

Partner organisations may include but are not limited to:

Women's refuges

Social housing providers

Youth refuges

Aboriginal services

Mental health teams

Disability services

NESB services

Education providers

Migrant resource centres

Local councils

Drug and alcohol services

Charities and welfare agencies

Juvenile justice

Area health services

Documentation could include but is not limited to:

Partnership contract/service agreement

Promotional material

Protocols

Dispute process

Relevant legislation may include, but is not limited to:

Privacy legislation

Residential Tenancy legislation

Support may include:

Visits

Participation in case conferences

Telephone contact

Education

Exchange of reports

Life skills training

Emotional support

Social support

Legal support

Referral to other agencies