Manage quality of organisation's service delivery outcomes

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 CHCORG619C, 'Manage quality of organisation's service delivery outcomes'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage quality of organisation's service delivery outcomes' 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. Evaluate outcomes for clients accessing the service

1.1 Clearly state the service's philosophy, goals and objectives based on client service delivery and use to design criteria for evaluation

1.2 Investigate and document the effects of services on all clients

1.3 Monitor program quality according to relevant service and industry standards

1.4 Use a range of appropriate processes to review client service outcomes

1.5 Establish and use feedback mechanisms to involve all users of the service

1.6 Establish mechanisms to provide clients with information about evaluation results

1.7 Involve all relevant parties in evaluation processes

1.8 Communicate information gained from the evaluation to relevant parties

2. Plan and implement changes/strategies to improve outcomes

2.1 Design and implement a plan to develop the quality of service with others

2.2 Design and implement policies to foster quality service

2.3 Provide information to relevant parties about the plan and the processes to be used

2.4 Design a plan to develop the quality of service to ensure participation by all those involved

2.5 Respond to and investigate complaints and use as feedback to improve outcomes

2.6 Include in plan priorities, immediate goals and long term goals for improving quality of service

2.7 Obtain or request required resources from appropriate sources

3. Ensure client service standards and codes of practice

3.1 Regularly communicate service criteria regarding quality to all stakeholders

3.2 Establish procedures to check that appropriate practice is carried out

3.3 Model and demonstrate good practice to all workers

3.4 Provide information about good practice to all stakeholders

3.5 Promote examples of good practice to workers

3.6 Regularly remind workers of service standards and organisation expectations

3.7 Confront issues with workers and develop a plan for improvement

3.8 Promote a focus on outcomes for the client

4. Manage quality assurance processes

4.1 Undertake appropriate planning to ensure involvement of all parties in quality improvement processes

4.2 Define continuous improvement processes and monitor their implementation to ensure quality client service delivery

4.3 Implement processes to promote continuous improvement in the workplace

4.4 Continuously evaluate outcomes of client services for impact on the local community

Qualifications and Skillsets

CHCORG619C appears in the following qualifications:

  • CHC70208 - Vocational Graduate Certificate in Community Services Practice (Client assessment and case management)
  • CHC50508 - Diploma of Leisure and Health
  • CHC51808 - Diploma of Family Intake and Support Work
  • CHC80208 - Vocational Graduate Diploma of Relationship Counselling
  • CHC50808 - Diploma of Social Housing
  • CHC60308 - Advanced Diploma of Community Sector Management
  • CHC60108 - Advanced Diploma of Disability Work
  • CHC80108 - Vocational Graduate Diploma of Community Sector Management
  • CHC70108 - Vocational Graduate Certificate in Community Services Practice (Statutory child protection)
  • HLT51307 - Diploma of Hearing Device Prescription and Evaluation
  • HLT51907 - Diploma of Mortuary Theatre Practice