Manage the delivery of quality services to clients

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCS604A, 'Manage the delivery of quality services to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage the delivery of quality services to clients' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Mange service delivery to address client needs

1.1 Ensure appropriate and accurate records of client needs and service delivery options are developed and maintained

1.2 Identify barriers to client services in consultation with clients

1.3 Apply understanding of relevant options for service delivery to match services to client's needs and rights

1.4 Take all available opportunities to promote client services and their benefits

1.5 Ensure the strategic direction of the organisation, individual and community needs and external requirements guide the provision of client services

1.6 Develop and implement performance indicators to routinely monitor client service delivery

2. Plan client service delivery

2.1 Ensure service delivery planning includes client involvement in negotiation and agreement on appropriate goals, strategies and outcomes

2.2 Identify strategies to deal with contingencies which may arise

2.3 Identify relevant people and organisations to provide support and expertise to maximise effectiveness of service delivery

2.4 Routinely collect and analyse information on clients and delivery options to ensure services delivered reflect client needs and rights, current best practice, organisation and legislative guidelines, ethical practices and duty of care considerations

3. Review client services

3.1 Routinely review matching between client requirements and service delivery

3.2 Involve client and all other relevant personnel in review of service delivery

3.3 Monitor changes in circumstances, environmental factors or alterations to client needs and rights and incorporate in review of service delivery

3.4 Modify client service to reflect changing needs and rights and feedback on effectiveness of service delivery

3.5 Undertake appropriate work to ensure client concerns about service are resolved and complaints of a serious nature dealt with in accordance with organisation procedures

Qualifications and Skillsets

CHCCS604A appears in the following qualifications:

  • CHC52008 - Diploma of Community Services (Case management)
  • CHC50508 - Diploma of Leisure and Health
  • CHC40708 - Certificate IV in Community Services Work
  • CHC51608 - Diploma of Employment Services
  • CHC50808 - Diploma of Social Housing
  • CHC60308 - Advanced Diploma of Community Sector Management
  • CHC60108 - Advanced Diploma of Disability Work
  • CHC60208 - Advanced Diploma of Children's Services
  • HLT61307 - Advanced Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT52207 - Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)