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
What evidence can you provide to prove your understanding of each of the following citeria?
Audit internal complaints procedures
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Current compliance requirements for complaints procedures are assessed Completed |
Evidence:
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Performance of internal complaints procedure is assessed Completed |
Evidence:
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Organisation compliance with current requirements is investigated and assessed Completed |
Evidence:
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Areas of non-compliance or required change are identified Completed |
Evidence:
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Process for establishment of and/or improvement to formal internal complaints procedure is implemented Completed |
Evidence:
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Assess management of complaints procedures and processes
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Documentation and communication of complaints according to organisation standards and compliance requirements is confirmed Completed |
Evidence:
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Staff training is provided to ensure complaints are handled according to organisation standards and legislative requirements Completed |
Evidence:
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System improvements are implemented according to findings of complaints audit Completed |
Evidence:
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Assessment of complaints procedure are communicated to trustee and complainant Completed |
Evidence:
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Provide conciliation in complaints disputes
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Unresolved complaints are investigated according to organisation procedures Completed |
Evidence:
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Details of complaint are checked Completed |
Evidence:
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Conciliation procedures are initiated and implemented with complainant according to organisation guidelines Completed |
Evidence:
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If successful, conciliation outcomes are implemented Completed |
Evidence:
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Unsuccessful complaints are processed according to organisation guidelines Completed |
Evidence:
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Represent the trustee in formal external proceedings
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Case for external proceedings is prepared Completed |
Evidence:
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Documentation is prepared Completed |
Evidence:
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Trustee is informed of and involved in proceedings as required Completed |
Evidence:
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Trustee is represented at external proceedings Completed |
Evidence:
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Legal advice is sought as required. Completed |
Evidence:
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Implement findings of external proceedings
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Outcomes of external proceedings are communicated to trustee Completed |
Evidence:
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Findings of external proceedings are implemented as required Completed |
Evidence:
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Further assessment of complaint is pursued internally or externally to minimise possibility of repeat complaint Completed |
Evidence:
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