- CHCCS311C - Deliver and monitor services to clients
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CHCCS311C Mapping and Delivery Guide
Deliver and monitor services to clients
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | CHCCS311C - Deliver and monitor services to clients |
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Description | This unit describes the knowledge and skills required to apply defined organisation guidelines in identifying client needs and matching them to services provided by the organisation | ||
Employability Skills | This unit contains Employability Skills | ||
Learning Outcomes and Application | This unit may apply to service delivery in a range of community service contexts | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not Applicable | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify client needs by collecting routine information |
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Element: Deliver client service |
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Element: Review client service |
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Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
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 most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions Assessment may be conducted over one occasion but must include a range of client needs |
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 Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place |
Method of assessment: | Assessment may include observation, questioning and evidence gathered from a workplace environment |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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: Principles of effective client service delivery Specific services available and provided Differences in client needs and how to accommodate these needs in service delivery |
Essential skills: It is critical that the candidate demonstrate the ability to: Establish rapport with clients Incorporate requirements of a diverse range of clients into 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: Apply oral communication skills required to fulfil the job role in the organisation/service Apply literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace Maintain documentation as required, including effective use of relevant information technology in line with occupational health and safety (OHS) guidelines |
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. | |
Client service delivery includes: | The full range of services offered by the organisation including direct care and support, provision of information, referral to relevant organisations and application of existing organisation services |
Clients may include: | Self referring or referred Individual members of the public Other organisations and community groups Other work areas of the organisation Individual members of the organisation Senior management |
Special client needs could relate to: | Disabilities Language Gender Culture Age Remote location |
Service delivery is to occur within: | Protocol Duty of care responsibility Codes of conduct and ethical performance Organisation standards |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
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Identify client needs and rights, and assessed opportunities for a targeted service to meet them | |||
Identify and select appropriate service to meet client needs within the scope of area of responsibility | |||
Where it is required, take appropriate immediate action to address urgent needs | |||
Identify special needs of clients and consider in providing and targeting services | |||
Identify potential areas of difficulty in client service delivery, and take appropriate actions to address them | |||
Maintain records of client interaction in accordance with organisation procedures | |||
Establish appropriate rapport with clients to enable high quality service delivery | |||
Ensure all dealings with clients are consistent with accepted practice, duty of care responsibilities and the code of conduct of the organisation | |||
Plan and carry out individual work to ensure client service delivery is prompt and to the standard defined by the organisation | |||
Ensure service delivered to clients upholds the reputation of the organisation and is consistent with relevant statutory or legislative requirements | |||
Collect and maintain required information about client needs, issues, rights and the range of services available | |||
Monitor procedural aspects of service delivery and maintain records as required | |||
Implement mechanisms to collect, record, analyse and report client service feedback | |||
Modify client service as required within the area of responsibility |
Forms
Assessment Cover Sheet
CHCCS311C - Deliver and monitor services to clients
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
CHCCS311C - Deliver and monitor services to clients
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: