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 FNSSUP501A, 'Supervise complaints procedures'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Supervise complaints procedures' 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 |
1. Assess internal complaints procedure | 1.1. Workplace implementation of procedures for registering and handling complaints is reviewed 1.2. Implementation of procedures is assessed for efficiency in attaining organisation goals 1.3. Areas for improvement in procedure are identified and recommendations made to appropriate personnel |
2. Ensure complaints procedures are communicated to staff and members/clients | 2.1. Documentation of complaints procedures is made available to staff and or members/clients 2.2. Staff and members/clients are informed of internal complaints procedure 2.3. Staff and members/clients are informed of external complaints procedure 2.4. All member/client complaints are referred to the internal complaints procedure |
3. Monitor and support the internal complaints procedure | 3.1. Documentation of complaints is reviewed for accuracy and completion 3.2. Follow-up is initiated when further information or documentation is required 3.3. Staff and/or member/client is communicated with as necessary to ensure procedure is correctly documented 3.4. Staff and/or member/client is communicated with as necessary to ensure procedure is understood 3.5. Conflict resolution methods are used to resolve complex complaints and/or situations when possible or referral is made to appropriate personnel 3.6. Staff and/or clients/members are supported through complaints procedures 3.7. Training of staff is undertaken as required to ensure complaints are handled in accordance with organisation objectives |
4. Supervise management of unresolved disputes | 4.1. Outcomes from internal complaints procedure are reviewed and investigated if required 4.2. Unresolved complaints or disputes are identified and processed according to organisation guidelines 4.3. Complainants are informed of SCT or any other external dispute body's procedure and provided with information for pursuing formal procedures 4.4. Complaints documentation is checked for completion and prepared for submission to external dispute bodies as required 4.5. Documentation and representation for external proceedings are provided as required |
5. Ensure compliance of complaints procedures | 5.1. Compliance requirements for complaints procedures are identified 5.2. Internal procedures are monitored for compliance 5.3. Non-compliance practices are rectified 5.4. Documentation of complaints meets compliance requirements |
6. Ensure compliance with SCT decision | 6.1. Information received from SCT is disseminated to trustee 6.2. SCT decisions are implemented 6.3. Supporting organisation procedures are reviewed |