Respond to problems and complaints about the service

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 CHCECE029, 'Respond to problems and complaints about the service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Respond to problems and complaints about the service' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes.

Performance Criteria specify the level of performance needed to demonstrate achievement of the Element.

1.Respond to a family member’s concerns about their child

1.1 Discuss observations about the child in the service

1.2 Collate and present feedback and views of all workers involved with the child

1.3 Discuss concern and identify key issue/s with the family member

1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together

1.5 Confirm next steps and clarify agreement with all relevant parties

2. Acknowledge and address grievances and complaints

2.1 Listen respectfully to person’s concerns

2.2 Identify, investigate and discuss issues underlying complaint according to guidelines

2.3 Prioritise and take action as quickly as the situation requires

2.4 Explain complaint process and inform complainant of what can and can not be expected from process

2.5 Refer complaint to appropriate procedures or forums as appropriate

3. Effect resolution of complaints

3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process

3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures

3.3 Facilitate mediation between parties concerned as relevant

3.4 Obtain resolution or an agreement for moving forward or setting aside issues

3.5 Document process and outcomes according to the organisation’s procedures

4. Review outcomes

4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint

4.2 Clarify any misunderstandings or concerns regarding process or own role

4.3 Use feedback and lessons learned to identify and implement improvements to own practice and service