This unit applies to work in an employment services context |
Not Applicable
ELEMENT | PERFORMANCE CRITERIA |
1. Establish cooperative working arrangements with government | 1.1 Incorporate stakeholder needs into service delivery strategies 1.2 Notify purchasers of problems in meeting stakeholder needs 1.3 Conduct negotiations to resolve difficult and complex issues related to service delivery and contractual compliance 1.4 Document and record outcomes of issue resolution to meet legal and audit requirements |
2. Manage business performance against contractual performance requirements | 2.1 Calculate contract milestone targets 2.2 Undertake periodic regular measurement of target achievement 2.3 Analyse performance results to determine shortfalls or over achievement 2.4 Take action to resolve performance related issues |
3. Manage service quality | 3.1 Develop, implement and measure service quality standards 3.2 Conduct client and employer satisfaction surveys 3.3 Investigate and document complaints concerning service quality and take action to comply with ethical standards, service standards and contractual requirements 3.4 Follow organisation processes for continuous improvement |
4. Report on contractual compliance | 4.1 Appropriately handle complaints from internal and external stakeholders regarding incidents of non compliance by the work group 4.2 Prepare reports on levels of contractual compliance |
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 |
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 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 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 |
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 |
Not Applicable
This unit contains Employability Skills |
Not Applicable