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Evidence Guide: CPPACC4021A - Provide access advice on the provision of services

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

 

CPPACC4021A - Provide access advice on the provision of services

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

Identify client needs.

  1. The client requesting access advice on the provision of services is identified and their authority to act is established in accordance with organisational requirements.
  2. Client needs are discussed and confirmed using effective interpersonal skills and communication techniques in accordance with organisational requirements.
  3. Personal competence and organisational capability to respond to client needs are determined and assessed.
  4. Authority to proceed is negotiated with client and documented in accordance with organisational requirements.
The client requesting access advice on the provision of services is identified and their authority to act is established in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client needs are discussed and confirmed using effective interpersonal skills and communication techniques in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal competence and organisational capability to respond to client needs are determined and assessed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Authority to proceed is negotiated with client and documented in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish client relationship.

  1. Contractual arrangements are negotiated, confirmed, documented and stored in accordance with client, organisational and legislative requirements.
  2. A client brief providing the required level of detail is requested in accordance with organisational requirements.
  3. Access arrangements for meeting with key personnel are negotiated and relevant person is identified in accordance with client, organisational and legislative requirements.
  4. Copies of all existing documentation relevant to the project are identified and obtained.
Contractual arrangements are negotiated, confirmed, documented and stored in accordance with client, organisational and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A client brief providing the required level of detail is requested in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access arrangements for meeting with key personnel are negotiated and relevant person is identified in accordance with client, organisational and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Copies of all existing documentation relevant to the project are identified and obtained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research the relevant context.

  1. General information on client's business operations, services offered, staff profiles and business premises is obtained in accordance with organisational requirements.
  2. Access to the client's customer profile data is obtained and the data analysed to gain a comprehensive understanding of the client's customer base.
General information on client's business operations, services offered, staff profiles and business premises is obtained in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access to the client's customer profile data is obtained and the data analysed to gain a comprehensive understanding of the client's customer base.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify relevant legislation.

  1. Commonwealth, state and territory legislation with regard to educational services, building and transport is reviewed to determine relevance to the services provided by the client's organisation.
  2. Sections of the legislation relevant to the service delivery of the client's organisation are identified and documented.
Commonwealth, state and territory legislation with regard to educational services, building and transport is reviewed to determine relevance to the services provided by the client's organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sections of the legislation relevant to the service delivery of the client's organisation are identified and documented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice to client on the provision of services.

  1. Advice is provided to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation using effective Interpersonal skills and communication techniques in accordance with organisational requirements.
  2. Training programs to impart information to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation are suggested in accordance with organisational requirements.
Advice is provided to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation using effective Interpersonal skills and communication techniques in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Training programs to impart information to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation are suggested in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare access report on the provision of services.

  1. A service provision access report incorporating the advice identified for individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation is prepared in accordance with contractual and organisational arrangements.
  2. The draft service provision access report is reviewed with appropriate persons in accordance with organisational requirements.
  3. Feedback received from the review process is incorporated and the access report on the provision of services is completed.
A service provision access report incorporating the advice identified for individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation is prepared in accordance with contractual and organisational arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The draft service provision access report is reviewed with appropriate persons in accordance with organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback received from the review process is incorporated and the access report on the provision of services is completed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distribute and store the access report on the provision of services.

  1. Access report documentation on the provision of services is prepared in accordance with organisational arrangements.
  2. Access report documentation on the provision of services is forwarded to the client in accordance with contractual arrangements.
  3. A copy of the access report on the provision of services and associated documentation are recorded and retained for future reference in accordance with organisational and legislative requirements.
Access report documentation on the provision of services is prepared in accordance with organisational arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access report documentation on the provision of services is forwarded to the client in accordance with contractual arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A copy of the access report on the provision of services and associated documentation are recorded and retained for future reference in accordance with organisational and legislative requirements.

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.

Overview of assessment

This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so

interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have

interpreting accurately the requirements of the commonwealth DDA and state and territory anti-discrimination legislation

identifying the issues associated with the provision of services in the client's organisation and identifying any issues of non-compliance

using effective Interpersonal skills and communication techniques to facilitate the exchange of ideas and information on issues relating to the provision of services

providing practical and effective advice on how to address identified areas of non-compliance to meet legislative requirements and business objectives

preparing an access report on the provision of services that complies with legislative requirements and fulfils contractual requirements

complying with OHS regulations applicable to workplace operations

applying organisational management policies and procedures, including quality assurance requirements.

Context of and specific resources for assessment

Resource implications for assessment include:

a registered provider of assessment services

competency standards

assessment materials and tools

suitable assessment venue/equipment

workplace documentation

candidate special requirements

cost and time considerations.

Validity and sufficiency of evidence requires that:

competency will need to be demonstrated over a period of time reflecting the scope of the role

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Required knowledge and understanding include:

commonwealth, state and territory anti-discrimination legislation and regulations

disability awareness

efficient and effective customer service

limitations of work role, responsibility and professional abilities

occupational health and safety (OHS) legislation and procedures

organisational and professional procedures, ethical practices and business standards

privacy legislation and confidentiality requirements

processes for recording data and administering records

relevant commonwealth, state and territory legislation, local government regulations and Australian standards

report writing

research methods.

Required skills and attributes include:

analytical skills to:

interpret and apply legislative requirements pertaining to disability access

interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpret how the full range of environmental barriers impacts on people with disabilities (who may have any of many impairments)

evaluate the provision of access in relation to legislative requirements

application skills to:

apply relevant codes of practice and other legislative requirements to work processes

apply and adhere to all OHS regulations, policies and processes in the workplace

apply disability awareness to work processes

maintain knowledge of current codes, standards, regulations, practices and industry updates

communication skills to:

explain clearly information on issues relating to the provision of access

identify client needs

consult effectively with clients and colleagues

impart knowledge and ideas through oral, written and visual means

respond to customer service expectations

interpersonal skills to:

relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities

provide advice in a sensitive and appropriate manner

facilitate change for greater awareness of disability access

analyse own work practices and process outcomes critically

adapt to new workplace situations

literacy skills to:

assess and use workplace information

read and understand instructions concerning OHS at client's premises

read and record data

organisational skills to:

prepare and administer documentation

implement organisational policies and procedures

respond to customer service expectations

prepare contracts and meet contractual obligations

problem-solving skills to:

develop appropriate strategies for addressing areas of access non-compliance

report-writing skills to:

prepare an access report on the provision of services to meet the contractual requirements of the client

prepare an access report on the provision of services that meets organisational requirements

research skills to:

source information to assist in developing potential solutions to the provision of appropriate access

teamwork skills to:

work effectively with other people

technical skills to:

advise on strategies to overcome aspects of non-compliance

facilitate group processes to identify strategies to address non-compliance

encourage and facilitate planning processes

provide guidance during the change-management process

technology skills to:

apply information technology and computer skills to prepare working documentation and reports.

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. Bold italicised wording in the performance criteria is detailed below. 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 may include:

building owner and manager

building certifier

professional

provider of services to the public e.g. shop

public utility

commonwealth, state and territory, and local government department and agency.

Organisational requirements may be outlined and reflected in:

access and equity policy, principles and practices

business and performance plans

client service policies, procedures and standards

codes of conduct and codes of practice

communication channels and reporting procedures

communication of services offered

complaint and dispute resolution procedures

compliance with legislation, codes and workplace standards

continuous improvement processes and standards

defined resource parameters

duty of care

employer and employee rights and responsibilities

ethical standards

legal policies and guidelines

OHS policies, procedures and programs

organisational mission statement, goals, objectives, plans, systems and processes

policies and procedures relating to the setting of fees and the negotiation and management of contracts

policies and procedures relating to own role, responsibilities and delegation

privacy and confidentiality policies and procedures

quality assurance and procedures manuals

records and information management systems and processes

style guides and other guides used to prepare documents.

Interpersonal skills and communication techniques may include:

active listening to clarify and confirm understanding

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

demonstrating flexibility and a willingness to negotiate

presenting options and consequences

providing constructive feedback

reflection

seeking feedback to confirm understanding of needs

summarising and paraphrasing to check understanding

using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)

using language that is:

accurate, articulate and concise

positive, confident and cooperative

verbal or non-verbal.

Legislative requirements may be outlined and reflected in:

relevant commonwealth, state and territory legislation that affects organisational operation:

OHS

building

environmental

equal employment opportunity

industrial relations

anti-discrimination and diversity

Australian standards

codes of practice

local government regulations and by-laws

privacy legislation

quality assurance and certification requirements

trade practices laws and guidelines.

Client brief will include:

written instructions detailing requirements of the access consultant.

Access arrangements may include:

access and egress points

keys, passes and security clearances

OHS requirements, including personal protective equipment

timing of access.

Relevant person may include:

identified contact

owner and manager

site supervisor.

Customer profile data may include:

information on the range of potential customers

the changing nature of the potential customer base

the frequency of known use of services by customers with disabilities.

Advice may:

be written or oral

include referral to other experts or sources of information.

Appropriate person may be:

another member of the access team

business partner or colleague

staff member.