CHCCS604A: Manage the delivery of quality services to clients

Descriptor: This unit describes the knowledge and skills required to manage resources and systems to deliver quality client services within complex or changing circumstances
Employability Skills: This unit contains Employability Skills
Application: This unit may apply in a range of community service contexts

Element	Performance Criteria
Elements define the essential outcomes of a unit of competency.	The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement.
1. Manage service delivery to address client needs	1.1 Ensure appropriate and accurate records of client needs and service delivery options are developed and maintained 1.2 Identify barriers to client services in consultation with clients 1.3 Apply understanding of relevant options for service delivery to match services to client’s needs and rights 1.4 Take all available opportunities to promote client services and their benefits 1.5 Ensure the strategic direction of the organisation, individual and community needs and external requirements guide the provision of client services 1.6 Develop and implement performance indicators to routinely monitor client service delivery
2. Plan client service delivery	2.1 Ensure service delivery planning includes client involvement in negotiation and agreement on appropriate goals, strategies and outcomes 2.2 Identify strategies to deal with contingencies which may arise 2.3 Identify relevant people and organisations to provide support and expertise to maximise effectiveness of service delivery 2.4 Routinely collect and analyse information on clients and delivery options to ensure services delivered reflect client needs and rights, current best practice, organisation and legislative guidelines, ethical practices and duty of care considerations
3. Review client services	3.1 Routinely review matching between client requirements and service delivery 3.2 Involve client and all other relevant personnel in review of service delivery 3.3 Monitor changes in circumstances, environmental factors or alterations to client needs and rights and incorporate in review of service delivery 3.4 Modify client service to reflect changing needs and rights and feedback on effectiveness of service delivery 3.5 Undertake appropriate work to ensure client concerns about service are resolved and complaints of a serious nature dealt with in accordance with organisation procedures

Required Skills And Knowledge

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 perform task skills; task management skills; contingency management skills and job/role environment skills as outlined in elements and performance criteria of this unit
These include knowledge of:

Design and development of client services
Legislative and statutory frameworks influencing provision of client services
Current development in effective client service delivery
Marketing and promotion techniques
Evaluation and review
Strategic planning and organisation development

Essential skills:

It is critical that the candidate demonstrate the ability to:

Establish and maintain a network of clients
Incorporate the requirements of specific groups in all client service work
Meet quality service standards

In addition, the candidate must be able to demonstrate relevant task skills; task management skills; contingency management skills and job/role environment skills
These include the ability to:

Communicate effectively with both staff and clients
Effectively coordinate resources in a complex environment
Manage a team effectively
Manage contingencies
Use computer and software technology , as required by the workplace

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.

Client services refer to community services and may include:	Provision of social housing Homelessness support Provision of accommodation support services Counselling Case work Referral to health services Family support Drug and alcohol services Mental health services
Clients may include:	Self referral or referred Individual members of the public Other organisations, community groups and individuals Other work areas of the organisation Senior management
Resources include:	Service delivery staff Key organisation personnel Finances for system infrastructure Appropriate information technology
Quality service standards include:	National community housing standards SAAP service standards
Legislation and policies and procedures include:	Duty of care Occupational health and safety (OHS) Administrative processes Grievance complaints and disciplinary procedures Staff conditions Industrial award

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.