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 FNSSUP602A, 'Manage official complaints procedures and proceedings'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Manage official complaints procedures and proceedings' 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. Audit internal complaints procedures | 1.1. Current compliance requirements for complaints procedures are assessed 1.2. Performance of internal complaints procedure is assessed 1.3. Organisation compliance with current requirements is investigated and assessed 1.4. Areas of non-compliance or required change are identified 1.5. Process for establishment of and/or improvement to formal internal complaints procedure is implemented |
2. Assess management of complaints procedures and processes | 2.1. Documentation and communication of complaints according to organisation standards and compliance requirements is confirmed 2.2. Staff training is provided to ensure complaints are handled according to organisation standards and legislative requirements 2.3. System improvements are implemented according to findings of complaints audit 2.4. Assessment of complaints procedure are communicated to trustee and complainant |
3. Provide conciliation in complaints disputes | 3.1. Unresolved complaints are investigated according to organisation procedures 3.2. Details of complaint are checked 3.3. Conciliation procedures are initiated and implemented with complainant according to organisation guidelines 3.4. If successful, conciliation outcomes are implemented 3.5. Unsuccessful complaints are processed according to organisation guidelines |
4. Represent the trustee in formal external proceedings | 4.1. Case for external proceedings is prepared 4.2. Documentation is prepared 4.3. Trustee is informed of and involved in proceedings as required 4.4. Trustee is represented at external proceedings 4.5. Legal advice is sought as required. |
5. Implement findings of external proceedings | 5.1. Outcomes of external proceedings are communicated to trustee 5.2. Findings of external proceedings are implemented as required 5.3. Further assessment of complaint is pursued internally or externally to minimise possibility of repeat complaint |