Coordinate client directed services

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 CHCMGT006, 'Coordinate client directed services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Coordinate client directed services' 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 performance needed to demonstrate achievement of the element

1. Prepare for client meeting

1.1 Ensure reference and promotional material is updated on a regular basis to support the communication process

1.2 Access client information to determine service options and availability

1.3 Prepare promotional material and/or written service proposal for presentation to client

2. Discuss service options with client

2.1 Discuss client preferences, needs, expectations and previous experiences regarding service provision

2.2 Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences

2.3 Promote benefits of organisation to client and respond to queries in an accurate and positive manner

2.4 Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget

2.5 Ensure that complaints and feedback avenues are explained to the client

2.6 Determine and discuss follow up requirements

2.7 Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics

3. Communicate with support staff and other service providers

3.1 Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation

3.2 Ensure that service plans reflect identified goals and needs to achieve the required outcomes

3.3 Maintain, evaluate and review service plans against requirements on a regular planned basis

3.4 Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients

3.5 Ensure that changes to service provision are agreed and authorised by all relevant parties

4. Manage ongoing requirements of client load

4.1 Develop and implement strategies to retain clients and build loyalty

4.2 Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision

4.3 Obtain and act on feedback from service providers on progress of clients

4.4 Use feedback to evaluate service provision and make recommendations to organisation

4.5 Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role

4.6 Meet statutory and organisation documenting and reporting requirements