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Evidence Guide: PUAPOL018B - Control and monitor service delivery

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PUAPOL018B - Control and monitor service delivery

What evidence can you provide to prove your understanding of each of the following citeria?

Develop and evaluate performance indicators

  1. Valid and reliable performance indicators are developed to evaluate service delivery and implementation
  2. The establishment/modification of performance indicators is communicated to those affected
Valid and reliable performance indicators are developed to evaluate service delivery and implementation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The establishment/modification of performance indicators is communicated to those affected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review achievement of organisational outcomes

  1. Review systems are developed to determine performance achievement against objectives
  2. Performance is reviewed and plans adjusted as required
  3. Feedback and advice is provided to senior management and others
  4. Activities are monitored and controlled against budgets
Review systems are developed to determine performance achievement against objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Performance is reviewed and plans adjusted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback and advice is provided to senior management and others

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Activities are monitored and controlled against budgets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and adjust performance

  1. All relevant information sources are identified and suitable methods of collecting information are used to monitor progress
  2. Client feedback is sought and used to improve service delivery
  3. Information collected is related to current practices and used to identify opportunities for growth in operations and improvements in quality
  4. Evaluation of the outcomes of previous developments is used for improvement
  5. Individual/team performance consistently meets quality, safety, resource and delivery standards
  6. Plans are adjusted and communicated to teams/individuals
  7. New or modified systems are monitored and changes made
All relevant information sources are identified and suitable methods of collecting information are used to monitor progress

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client feedback is sought and used to improve service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information collected is related to current practices and used to identify opportunities for growth in operations and improvements in quality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluation of the outcomes of previous developments is used for improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual/team performance consistently meets quality, safety, resource and delivery standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plans are adjusted and communicated to teams/individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

New or modified systems are monitored and changes made

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and review operational performance

  1. Performance systems and processes are regularly monitored to assess progress in achieving organisational outcomes
  2. Performance requiring corrective action is clearly identified and appropriate responses developed and implemented
  3. Recommendations for variations to strategic plans are developed and negotiated with the appropriate personnel
Performance systems and processes are regularly monitored to assess progress in achieving organisational outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Performance requiring corrective action is clearly identified and appropriate responses developed and implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommendations for variations to strategic plans are developed and negotiated with the appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential for this unit that competence be demonstrated in the ability to apply performance measures that monitor, maintain and lead to improvement in service delivery

Consistency in performance

Evidence will need to be gathered over time in actual or simulated situations

Context of and specific resources for assessment

Context of assessment

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit.

Required Skills

analyse and interpret performance management information

communicate

review and evaluate

Required Knowledge

EEO agreed service delivery levels

service delivery objectives

client service strategies

Anti-discrimination Act

Disability Act

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. Bold italicised wording in the Performance Criteria is detailed below.

Performance systems and review processes may include

client surveys

station inspections

service delivery monitoring

workload returns

business and corporate plan objectives

performance based contracts

The organisation's systems and technology may include

information technology based management systems

complaints monitoring systems

Continuous improvement techniques and processes may include

community/client involvement

consultation programs

efficiency/effectiveness measures

continuous improvement strategies

time and motion studies