Unit of competency details

CHC08 Version 3 

CHC08 Version 4 

Description 

CHCORG619C Manage quality of organisation’s service delivery outcomes

CHCORG619D Manage quality of organisation’s service delivery outcomes

Unit updated in V4.

ISC upgrade changes to remove references to old OHS legislation and replace with references to new WHS legislation. No change to competency outcome.

Descriptor 

This unit describes the knowledge and skills required to manage quality assurance processes as required to maintain quality service outcomes in line with organisation policy in the community services industry

Application 

The skills described in this unit may be applied across a range of community services workplace contexts

Employability Skills 

This unit contains Employability Skills

Elements define the essential outcomes of a unit of competency.

The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement.

ELEMENT 

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

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

• Structure of service/organisation
• Network of relevant services
• Service guidelines
• Knowledge of legal/legislative requirements
• Quality assurance processes relevant to service type
• Mission statements, philosophical statements of organisation
• Community needs
• Needs of clients of all abilities, disabilities
• Cultural background, values and beliefs
• Up to date knowledge of 'good practice'
• Role model
• Ethics, duty of care
• Rights of clients
• Relevant accreditation principles e.g. QIAS and service standards

Essential skills:

It is critical that the candidate demonstrate the ability to:

• Implement evaluation processes based on relevant service and industry standards
• Apply a model of quality service delivery

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

• Demonstrate application of skills in:

• cross cultural communication
• observation and analysis of information
• goal setting
• data collection
• leadership
• persuasive communication

• Use and coordinate the use of relevant information technology effectively in line with work health and safety (WHS) guidelines

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:

• The individual being assessed must provide evidence of specified essential knowledge as well as skills
• This unit may be assessed on the job or under simulation
• It is recommended that assessment take place on more than one occasion

Access and equity considerations:

• All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
• All workers should develop their ability to work in a culturally diverse environment
• In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
• Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

• This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
• Resource requirements for assessment of this unit include access to:

• an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment

Method of assessment:

• Assessment may include observations, questioning and evidence gathered from the workplace

Related units:

This unit is recommended (but not required) to be assessed in conjunction with related unit:

• CHCPOL504B Develop and implement policy

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Evaluating process relating to outcomes for clients will vary according to the location of the service and may include:

• Observation
• Review discussions
• Gathering feedback from clients via surveys
• Collating observations of workers and interpreting data

The effects of services on all clients may include:

• Social/emotional/physical/well being
• Whether client's needs are met
• Changing the circumstances for the client

Relevant standards which maybe used to monitor a service may be:

• Licensing requirements
• Quality assurance
• Legal/legislative requirements
• Accreditation principles
• Service guidelines and policies
• Work health and safety (WHS)
• Guidelines of funding body

Relevant parties may include:

• Carers and significant others of clients
• Management committee
• Funding bodies
• Other professionals
• Workers
• Clients
• Community members
• Experts

A plan to develop the quality of service may include the development of:

• Effective reporting and complaints mechanisms
• Staff training/development of management skills
• Meetings and information exchanges

Procedures to check that appropriate practice may include:

• Observation
• Gathering feedback from all involved
• Co-participating
• Meetings - discussion
• Auditing by outside experts

Quality assurance systems may include:

• Continuous improvement systems
• Accreditation systems
• Quality systems
• Organisation's own internal system