Unit of competency Outline
Date retreived
21/07/2026 11:20 PM AWST
21/07/2026 11:20 PM 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 the delivery of a quality correctional service
Manage the delivery of a quality correctional service
Unit of competency
National Code
CSCORG603A
CSCORG603A
State Code
S6004
S6004
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
22/07/2014
Field of Education
080317 - Quality Management
Original Release Date
22/07/2014
Nominal Hours
60
Description
This unit of competency describes the outcomes required to respond to the needs of existing and new clients within complex or changing circumstances.The unit is a generic management unit that will require contextualisation to reflect the design and nature of organisation structures and service standards and management.
Notes
Elements and Performance Criteria
1Analyse service needs.
- 1.1 Research information on the history, profiles and needs of clients using a range of accurate and reliable information.
- 1.2 Develop and maintain relevant and accurate records of needs.
- 1.3 Identify and review service requirements routinely to ensure that needs will be met through new and expanded services.
- 1.4 Respond to feedback with positive, flexible options and proposals for improvements.
2Provide and review services.
- 2.1 Provide clients with relevant and current information about the services of the organisation designed to promote the organisation in a positive way.
- 2.2 Negotiate mutually agreed service delivery contracts and conditions and adjust according to changes in the analysis of needs and resources.
- 2.3 Identify individual differences and special needs and consider these in service design.
- 2.4 Review service delivery to ensure that it reflects current best practice.
- 2.5 Identify problems in service delivery through consultation and feedback obtained on services, and negotiate improvements.
3Promote service.
- 3.1 Promote and market service to potential clients to ensure that the benefits and costs are clearly presented.
- 3.2 Identify potential areas of difficulty in service and recommend solutions and a range of service options.
- 3.3 Resolve concerns about the service and refer complaints of a serious nature for resolution at a senior or specialist level.
- 3.4 Assist service users to identify their needs and select the most suitable available service.
4Develop and enhance service.
- 4.1 Check that changes to service are within policy and budgetary frameworks.
- 4.2 Use relevant information relating to demand and trends to review client service delivery.
- 4.3 Use information on products and services to match client needs and service delivery.
- 4.4 Develop performance indicators to monitor client service delivery and to set standards for best practice service delivery.
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. 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.
Clients can include:
community agencies and groups
other services or management units of the agency
agents of government departments
contracting agencies
service purchaser
commercial organisations
offenders with specific needs.
Client services will be:
specific to organisation, agency mandate and client functions within a correctional organisation.
Clients can include:
community agencies and groups
other services or management units of the agency
agents of government departments
contracting agencies
service purchaser
commercial organisations
offenders with specific needs.
Client services will be:
specific to organisation, agency mandate and client functions within a correctional organisation.
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.
Overview of assessment
Evidence for assessment must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of employability skills as they relate to this unit
ability to manage service delivery in a correctional setting in a range of (two or more) contexts or occasions, over time.
Context of and specific resources for assessment
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual responsible for managing service delivery in a correctional setting, including coping with difficulties, irregularities and changes to routine
copies of legislation, policies, procedures and guidelines relating to the management and delivery of correctional services
access to appropriate learning and assessment support when required.
Method of assessment
The following assessment methods are suggested:
observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations
written and/or oral questioning to assess knowledge and understanding
completion of workplace documents and reports produced as part of routine work activities
third-party reports from experienced practitioners
completion of performance feedback from supervisors and colleagues.
Guidance information for assessment
Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.
Overview of assessment
Evidence for assessment must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of employability skills as they relate to this unit
ability to manage service delivery in a correctional setting in a range of (two or more) contexts or occasions, over time.
Context of and specific resources for assessment
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual responsible for managing service delivery in a correctional setting, including coping with difficulties, irregularities and changes to routine
copies of legislation, policies, procedures and guidelines relating to the management and delivery of correctional services
access to appropriate learning and assessment support when required.
Method of assessment
The following assessment methods are suggested:
observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations
written and/or oral questioning to assess knowledge and understanding
completion of workplace documents and reports produced as part of routine work activities
third-party reports from experienced practitioners
completion of performance feedback from supervisors and colleagues.
Guidance information for assessment
Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUY76 | CSCORG025 | Manage the delivery of a quality correctional service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W997 | CSC60112 | Advanced Diploma of Correctional Management | Qualification |