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Evidence Guide: PSPIM503A - Maintain and monitor service standards

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

 

PSPIM503A - Maintain and monitor service standards

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

Monitor standards and improve service delivery

  1. Documentation, processes and practices are monitored in accordance with best practice principles to ensure compliance with legislation, policy and procedures.
  2. The organisation's systems and technology are used to monitor service and standards and to identify ways in which planning and operations could be improved.
  3. Service is strengthened through the use of continuous improvement techniques such as acting on feedback from stakeholders regarding rehabilitation services.
  4. Work performance is documented and the information is used to identify opportunities for improvement to systems and processes.
  5. Records, reports and recommendations for improvement are managed within the organisation's systems and processes.
  6. Service benchmarks are set, monitored and reviewed to ensure a cycle of continuous improvement.
Documentation, processes and practices are monitored in accordance with best practice principles to ensure compliance with legislation, policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The organisation's systems and technology are used to monitor service and standards and to identify ways in which planning and operations could be improved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service is strengthened through the use of continuous improvement techniques such as acting on feedback from stakeholders regarding rehabilitation services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work performance is documented and the information is used to identify opportunities for improvement to systems and processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records, reports and recommendations for improvement are managed within the organisation's systems and processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service benchmarks are set, monitored and reviewed to ensure a cycle of continuous improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and further develop professional competence in injury management

  1. Knowledge of industry trends/changes and legislative updates is maintained to ensure service standards to clients.
  2. Feedback from clients and colleagues is used to identify and develop ways to improve personal competence.
  3. Professional development opportunities suited to personal learning style/s are selected and used to develop competence, in accordance with organisational requirements and available resources.
  4. Participation in professional development activities and networks is used to enhance personal knowledge and skills related to changes in service provision, and to build and maintain professional relationships.
Knowledge of industry trends/changes and legislative updates is maintained to ensure service standards to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback from clients and colleagues is used to identify and develop ways to improve personal competence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Professional development opportunities suited to personal learning style/s are selected and used to develop competence, in accordance with organisational requirements and available resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participation in professional development activities and networks is used to enhance personal knowledge and skills related to changes in service provision, and to build and maintain professional relationships.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC501B Promote the values and ethos of public service

PSPGOV502B Develop client services

PSPGOV503B Coordinate resource allocation and usage

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPLEGN501B Promote compliance with legislation in the public sector

PSPPM502B Manage complex projects

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)

service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to injury management

case studies and workplace scenarios to capture the range of situations likely to be encountered when maintaining and monitoring rehabilitation service standards

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when maintaining and monitoring rehabilitation service standards, including coping with difficulties, irregularities and breakdowns in routine

service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

portfolios

questioning

scenarios

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Required Skills and Knowledge

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

Skill requirements

Look for evidence that confirms skills in:

applying legislation, regulations and policies relating to maintenance of rehabilitation injury management service and standards

applying principles of continuous improvement to injury management practices and processes

using communication with diverse stakeholders including interviewing, gathering feedback etc

responding to diversity, including gender and disability

continuously updating knowledge and skills through both formal and informal means

applying procedures relating to occupational health and safety and environment in the context of injury management

Knowledge requirements

look for evidence that confirms knowledge and understanding of:

legislation, regulations, policies, procedures and guidelines relating to injury management

privacy legislation

procedures to ensure confidentiality and security of information

public sector management acts

industry standards for rehabilitation

continuous improvement principles

professional development and its relationship to quality service delivery

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of injury management

Range Statement

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Documentation may include:

incoming documents such as prescribed medical certificates, claim forms etc

plans

programs

case files

Legislation, policy and procedures may include:

workers rehabilitation/compensation legislation

allied legislation such as occupational health and safety acts, regulations and associated standards

privacy legislation

procedures to ensure confidentiality and security of information

performance standards

rehabilitation and return to work manual

claims management manual

public sector legislation and standards

codes of conduct

codes of ethics

Monitoring service and standards may include:

facilitating review activities

obtaining feedback from stakeholders

liaison with service providers

feedback from injured workers

Feedback may include:

surveys

anecdotal evidence

case conference feedback

formal complaints/grievances

congratulatory correspondence

letters of appreciation

Stakeholders may be:

injured workers

supervisors/managers

doctors/specialists

claims management

case managers

approved rehabilitation providers

unions

Changes in service provision may be in response to:

new technology

new medical approaches to rehabilitation

legislation

organisational policy, procedures and protocols

case law