Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required to effectively resolve grievances and complaints about the service |
Application of the Unit
Application |
This unit may apply to community services work in a range of contexts |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Respond to a family member's concerns about their child |
1.1 Provide observations about the child in the service as relevant 1.2 Collate and present feedback and views of all workers involved with the child 1.3 Discuss concern and identify key issue/s with the family member 1.4 Discuss possible actions and reach a decision together 1.5 Use appropriate communication strategies |
2. Acknowledge and address grievances and complaints |
2.1 Listen respectfully to person's concerns 2.2 Inform people of avenues for complaint 2.3 Identify investigate and discuss issues underlying complaint, according to guidelines 2.4 Take action as quickly as required by the situation 2.5 Explain complaint process and inform complainant of what can and can not be expected from process 2.6 Refer complaint to appropriate procedures or forums as appropriate |
3. Effect resolution of complaints |
3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process 3.2 Seek advice as required 3.3 Generate options and facilitate resolution 3.4 Facilitate mediation between parties concerned as relevant 3.5 Obtain resolution or an agreement to set aside issues 3.6 Record process and outcomes according to the organisation's procedures |
4. Develop service |
4.1 Consider feedback about suggestions for improved practice or procedures and implement as appropriate 4.2 Develop information to clarify service practices and procedures and provide as relevant |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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:
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Essential skills : It is critical that the candidate demonstrate the ability to:
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:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate this unit of competency : |
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Access and equity considerations : |
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Context of and specific resources for assessment : |
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Method of assessment : |
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Related units : |
This unit may be (but is not required to be) assessed in conjunction with related units such as:
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Range Statement
RANGE STATEMENT |
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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. |
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Appropriate communication strategies to respond to a family member's concern may include : |
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A family member's concerns may be about a child's : |
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Grievances and complaints may be received from : |
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Complaints may be about : |
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Mediation between parties to effect resolution of a complaint may be between : |
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Guidelines for addressing complaints may include : |
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Unit Sector(s)
Not Applicable