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

Complaint procedures

Relevant service guidelines

Relevant codes of ethics

Confidentiality policies and procedures

Self awareness

Organisation standards policies and procedures

Essential skills

It is critical that the candidate demonstrate the ability to

Resolve conflicts with users of the service balancing organisation guidelines with client needs

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

Facilitate discussions when competing views and interests exist

Demonstrate communication which is direct authoritative and listening to competing viewpoints

Demonstrate application of skills in

conflict resolution techniques

negotiation skills

problem solving skills

good communication including listening empathy responding questioning

capacity for managing differences in point of view

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 is best assessed in the workplace or in a realistic simulated workplace setting under the normal range of workplace conditions giving consideration to the range of workplace contexts

Assessment could take place on one or more assessment situations

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

Resources required for assessment of this unit include access to a range of opportunities defined in the Range Statement including

a childcare workplace

childrens services resources and equipment

the local environment

Method of assessment

In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment the remainder should be assessed through realistic simulations projects previous relevant experience or oral questioning on What if scenarios

Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on Essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

Related units

This unit may be but is not required to be assessed in conjunction with related units such as

CHCRFC Plan child care provision with families

CHCRF622C Plan child care provision with families

CHCORGC Develop and maintain the quality of service outcomes

CHCORG619C Develop and maintain the quality of service outcomes

Appropriate communication strategies to respond to a family member's concern may include:

A family member's concerns may be about a child's:

Grievances and complaints may be received from:

Complaints may be about:

Mediation between parties to effect resolution of a complaint may be between:

Guidelines for addressing complaints may include: