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Elements and Performance Criteria

  1. Establish cooperative working arrangements with government
  2. Manage business performance against contractual performance requirements
  3. Manage service quality
  4. Report on contractual compliance

Required Skills

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

Contractual requirements

Organisation policies and procedures pertaining to contract compliance

Relevant legislation

Implications for organisation and self of non compliance with contractual requirements

Performance monitoring and quality assurance processes and benchmarking

Risk assessment and management

Audit processes

Continuous improvement processes

Essential skills

It is critical that the candidate demonstrate the ability to

Demonstrate understanding of the needs of government stakeholders and can identify strategies to establish and maintain cooperative working relationships

Demonstrate understanding of the relevance of key contractual business performance and service quality requirements to own role and responsibilities and those of the work group

Manage compliance with these contract requirements via a range of appropriate methods including the development of service standards and regularly obtaining stakeholder feedback

Adjust plans processes and work practices to improve performance against key contractual requirements

Resolve complaints and issues to the satisfaction of stakeholders including dealing with challenging behaviours

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 including

research skills to access information on government contract

analytical skills to analyse performance against contractual requirements and identify areas for improvement

problem solving skills to identify strategies to improve contractual compliance

planning skills to plan for improved contractual compliance performance

written communication skills to prepare contractually compliant documentation and reports

oral communication skills to convey contractual information and work with colleagues to improve delivery of contractually compliant services

technology skills to use business equipment and software

Evidence Required

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

Evidence must include observation of performance in the work environment or in a simulated work setting or the inclusion of assessment tasks that are realistic and relevant to work in an employment services area

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 andor 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 include access to

a relevant workplace or an appropriately simulated environment where assessment may take place

equipment and resources normally used in the workplace

Method of assessment may include

Observations

Questioning

Case studies

Skills tasks

Written assignments

Evidence gathered from the workplace environment

Third party reports

Demonstration over a period of time to ensure consistency of performance

Range Statement

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.

Government includes:

Federal

State

Local

Cooperative working arrangements may include, but are not limited to:

Regular liaison with government on a range of contractual issues

Cooperative resolution of any issues relating to contract

Attendance at meetings of providers arranged by government purchaser and/or central agency

Involvement in and contribution to surveys and studies arranged by government

Contract includes, but is not limited to:

Contracts to deliver employment services entered into with government

Contractual requirements include, but are not limited to:

Types of contracted services/business streams

Service delivery methods

Standards for documentation/record-keeping and for management of information

Performance requirements (quantitative and qualitative), performance milestones

Performance analysis methods, including audit processes

Legislation relevant to delivery of employment services

Codes of practice

Duty of Care provisions

Conflicts of interest

Fees, payment processes and schedules; payable and non payable outcomes

Fraud prevention measures

Contract dispute processes

Penalties and implications of non-compliance with contractual requirements

Key business performance requirements may include, but are not limited to:

Any key performance indicators (KPIs) contained in a contract that may relate to specific contacted services; specific client groups and/ or may relate to quality of service delivery

Percentages/numbers of outcomes achieved against contracted number of outcomes as at contract milestone dates

Percentages/numbers of outcomes achieved for particular client groups (e.g. people unemployed for extended periods or those facing particular barriers)

Percentages/numbers of outcomes where employment is sustained for a certain period

Measurement of target achievement may include mechanisms such as:

Records and reports of work achievements against performance standards and measures

Internal audit processes

Regularly scheduled statistical monitoring of performance using organisation information systems

Random checking of files and other documentation, both hard copy and electronic

Action to resolve performance related issues can include, but is not limited to:

Strategies in accordance with business and performance improvement plans

Quality and continuous improvement processes of the organisation

Skill and knowledge development of individuals and groups

Process improvement strategies

Reallocation of resources

Clarification of roles and performance expectations relating to individuals and groups

Team effectiveness improvement measures

Communication improvement strategies

Legislation relates to, but is not limited to:

Privacy Act

Trade Practices Act

Social Security Act

Disability Services Act

Employment Agents Act

Federal legislation that addresses discrimination, e.g. Disability Discrimination Act, Race Discrimination Act, Sex Discrimination Act

State legislation relating to Anti-Discrimination

Financial Management and Accountability Act

Crimes Act

Corporations law

Archives Act

Freedom of Information

Workplace Relations Act

Human Rights and Equal Opportunity Commission Act

Work health and safety (WHS)

State legislation relating to child protection

Key stakeholders are organisations and individuals, who may include, but are not limited to:

Clients (i.e. job-seekers and employers)

Organisations providing services under a government contract

Federal, State and Local government departments and agencies

Area Consultative Committees

Community organisations

Providers of complementary services and programs

Boards of Management

Peak bodies

Industry associations

Employee associations

Service quality standards may relate to, but are not limited to:

Customer service standards referring to key interaction points

Documentation standards

Data input

Records management

Complaint handling

Confidentiality

Standards may be written or oral

Client and employer satisfaction surveys may relate to, but are not limited to:

Formal or informal surveys

Those conducted by own organisation or by external experts

Written or verbal surveys

Ethical standards may relate to, but are not limited to:

Standards that are written or oral, stated or implied by the way the organisation conducts its business

Avoidance of conflicts of interest

Confidentiality of information

Professional relationships

Reports on levels of contractual compliance may relate to, but are not limited to:

Reports on incidents and resultant action following complaints made direct to government purchaser

Reports to organisation on potential and real incidences of non compliance, with details of follow up action taken and results