Unit of competency Outline
Date retreived
23/07/2026 6:53 AM AWST
23/07/2026 6:53 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage a formal service level support agreement
Manage a formal service level support agreement
Unit of competency
National Code
CHCCH422B
CHCCH422B
State Code
D2276
D2276
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
17/07/2014
Field of Education
080399 - Business And Management, N.e.c.
Original Release Date
17/07/2014
Nominal Hours
40
Description
DescriptorThis unit describes the knowledge and skills required to develop, implement and evaluate formal client support agreements and partnerships between generalist housing providers and specialist support providers
Notes
Elements and Performance Criteria
1. Investigate partnership opportunities
- 1.1 Gather and analyse information on potential partners
- 1.2 Target partners according to the organisations needs analysis and strategic directions where appropriate
- 1.3 Contact relevant partner organisations
2. Negotiate support agreement terms and conditions
- 2.1 Conduct negotiations, maintaining a partnership focus and protecting the client's interests
- 2.2 Conduct negotiations in a flexible manner within previously determined parameters
- 2.3 Clearly define roles and responsibilities of each partner, including level and type of support
- 2.4 Address confidentiality and privacy issues where appropriate
- 2.5 Address dispute resolution issues
- 2.6 Develop and follow protocols for communication
- 2.7 Sign service support agreement
3. Implement support agreement
- 3.1 Negotiate and schedule regular meetings with partners as appropriate
- 3.2 Consult clients at all stages of implementation
- 3.3 Develop and use disputes resolution strategies where necessary
- 3.4 Ensure all reporting requirements are met in accordance with organisation procedures
4. Evaluate support agreements
- 4.1 Develop criteria for evaluation of partnership
- 4.2 Seek client feedback in the evaluation process
- 4.3 Measure performance against agreed criteria
- 4.4 Amend and re-negotiate support agreements with partner organisation where appropriate
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.
Partner organisations may include but are not limited to:
Women's refuges
Social housing providers
Youth refuges
Aboriginal services
Mental health teams
Disability services
NESB services
Education providers
Migrant resource centres
Local councils
Drug and alcohol services
Charities and welfare agencies
Juvenile justice
Area health services
Documentation could include but is not limited to:
Partnership contract/service agreement
Promotional material
Protocols
Dispute process
Relevant legislation may include, but is not limited to:
Privacy legislation
Residential tenancy legislation
Support may include:
Visits
Participation in case conferences
Telephone contact
Education
Exchange of reports
Life skills training
Emotional support
Social support
Legal support
Referral to other agencies
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.
Partner organisations may include but are not limited to:
Women's refuges
Social housing providers
Youth refuges
Aboriginal services
Mental health teams
Disability services
NESB services
Education providers
Migrant resource centres
Local councils
Drug and alcohol services
Charities and welfare agencies
Juvenile justice
Area health services
Documentation could include but is not limited to:
Partnership contract/service agreement
Promotional material
Protocols
Dispute process
Relevant legislation may include, but is not limited to:
Privacy legislation
Residential tenancy legislation
Support may include:
Visits
Participation in case conferences
Telephone contact
Education
Exchange of reports
Life skills training
Emotional support
Social support
Legal support
Referral to other agencies
EVIDENCE GUIDE
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 in the work environment or in a simulated work setting
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:
an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment
Method of assessment may include:
Observation
Written assessment
Case studies
Evidence of materials developed in the workplace
Questioning
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 in the work environment or in a simulated work setting
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:
an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment
Method of assessment may include:
Observation
Written assessment
Case studies
Evidence of materials developed in the workplace
Questioning
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S3019 | CHCCH22A | Manage a formal service level support agreement | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J038 | CHC50812 | Diploma of Social Housing | Qualification |
| J016 | CHC40912 | Certificate IV in Social Housing | Qualification |