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Evidence Guide: PSPCRT413A - Contribute to an integrated service delivery program

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

 

PSPCRT413A - Contribute to an integrated service delivery program

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

Identify program roles and responsibilities.

  1. Identify program stakeholders and partners and agreed roles and responsibilities.
  2. Identify agreed program objectives, services, operational procedures, reporting requirements, documentation and performance standards.
  3. Determine own roles and responsibilities from legislation, regulations, organisational procedures and/or service agreements and communicate according to organisational requirements.
  4. Identify outcomes and objectives of program for own organisation.
  5. Identify agreed priorities for service delivery and agreed assessment protocols for eligibility for program services.
Identify program stakeholders and partners and agreed roles and responsibilities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify agreed program objectives, services, operational procedures, reporting requirements, documentation and performance standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine own roles and responsibilities from legislation, regulations, organisational procedures and/or service agreements and communicate according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify outcomes and objectives of program for own organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify agreed priorities for service delivery and agreed assessment protocols for eligibility for program services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish positive collaborative relationships.

  1. Generate stakeholder and partner trust, confidence and support by demonstrating a high standard of personal performance and conduct.
  2. Use communication strategies to represent your organisation positively to stakeholders and partners.
  3. Clarify and discuss objectives, skills and expertise of all stakeholders and partners to promote understanding and enhance collaboration.
  4. Make decisions in consultation with relevant stakeholders and partners where appropriate.
  5. Participate in processes to resolve conflict in a fair, equitable and collaborative manner.
Generate stakeholder and partner trust, confidence and support by demonstrating a high standard of personal performance and conduct.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication strategies to represent your organisation positively to stakeholders and partners.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify and discuss objectives, skills and expertise of all stakeholders and partners to promote understanding and enhance collaboration.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make decisions in consultation with relevant stakeholders and partners where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in processes to resolve conflict in a fair, equitable and collaborative manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support implementation of integrated service delivery program.

  1. Provide services according to agreed standards of delivery.
  2. Maintain systems, records, documentation and reporting procedures as required.
  3. Recognise limits of own expertise, obligations and legal accountability, and access appropriate sources of authority and/or expertise as required.
  4. Identify and address issues, concerns and problems identified by program stakeholders, partners and clients with relevant persons using appropriate procedures.
Provide services according to agreed standards of delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain systems, records, documentation and reporting procedures as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise limits of own expertise, obligations and legal accountability, and access appropriate sources of authority and/or expertise as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address issues, concerns and problems identified by program stakeholders, partners and clients with relevant persons using appropriate procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share and disclose client information appropriately.

  1. Consent to receive services and exchange personal information is obtained from stakeholders, partners and clients according to organisational policy and procedures.
  2. Provide information to others in accordance with legislation, regulations, organisational procedures, standards, codes of practice and/or service agreements.
  3. Identify and apply legal limits of information sharing before providing information.
  4. Liaise with stakeholders and partners to ensure appropriate handover of clients and/or client information when required.
  5. Implement protocols for internal and external distribution of information to ensure appropriate individual and organisational confidentiality is maintained.
Consent to receive services and exchange personal information is obtained from stakeholders, partners and clients according to organisational policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to others in accordance with legislation, regulations, organisational procedures, standards, codes of practice and/or service agreements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply legal limits of information sharing before providing information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with stakeholders and partners to ensure appropriate handover of clients and/or client information when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement protocols for internal and external distribution of information to ensure appropriate individual and organisational confidentiality is maintained.

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, range statement and the Assessment Guidelines for the Training Package.

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

Assessment must confirm the ability to:

identify personal role and responsibilities for integrated service delivery program and the role and responsibilities of:

individual's own organisation as a whole

other individuals and organisations involved in integrated service delivery program

understand the extent and limitation of programs and apply eligibility criteria

interact professionally with integrated service delivery program stakeholders

deliver services according to organisational standards, requesting assistance as appropriate

apply information sharing and privacy protocols

Consistency in performance

Competency should be demonstrated by delivering services in a range of settings over time.

Context of and specific resources for assessment

Assessment must comply with:

applicable regulations and codes

workplace procedures and protocols

Access may be required to:

a workplace environment or one that closely resembles normal work practices and replicates the range of conditions likely to be encountered when implementing an integrated service delivery program, including coping with difficulties, irregularities and breakdowns in routine

relevant legislation, policy and procedures for stakeholders and partners of the integrated service delivery program

specific court practice procedures, agreements, plans and policy for an integrated service delivery program

scenarios and/or case studies to capture the range of situations and issues likely to be encountered

relevant communication and reporting systems

Guidance information for assessment

The following assessment methods are suggested:

oral questioning about relevant programs, roles of stakeholders, and eligibility criteria

observation of the candidate providing services in a range of contexts to ensure achievement of the unit outcomes

feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures

review of records completed by candidate or reports of performance

In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.

Required Skills and Knowledge

Required skills

initiative and enterprise skills to apply legislation, rules, regulations and codes of practice

communication and interpersonal skills to:

provide explanations to others

promote understanding of applicable legislation, regulations, organisational procedures and codes of practice

develop productive working relationships

problem-solving skills to:

deal responsively with complaints, conflict and issues arising from collaboration

contribute to problem-solving strategies

self-management skills to work as an individual representing own organisation and as a member of a team

teamwork skills to participate and contribute to implementation of project goals

literacy skills to collect, analyse and organise information

Required knowledge

organisation goals, processes and hierarchy relating to court services and integrated service delivery programs

relevant legislation, regulations, organisational procedures and/or codes of practice in particular in the context of privacy

relevant integrated service agreements, policies and procedures

limitations on resources and authority to contribute services

procedural and policy requirements for reporting and decision making

principles of effective client service delivery

public sector legislation, such as OHS, diversity and equal opportunity in the context of communication

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, if used in the performance criteria, is detailed below. 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) may also be included.

Stakeholders and partners may include:

external agencies under contract

government departments

police

local councils

individuals

community representatives

welfare and other associated agencies

treatment centres, including:

drug and alcohol

mental health

Assessment protocols may include:

medical or professional referral

presiding officer referral or order

interview with applicant for services

application form

means testing

Communication strategies may include:

active listening

positive non-verbal actions

timeliness

plain English

accurate information

Legal accountability may include:

provide services

provide information

change hearing dates

lodge documents

Relevant persons may include:

agreed mediator

own supervisor or manager

program director