Elements and Performance Criteria

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.


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

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 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