CHCORG423A: Maintain quality service delivery

Descriptor: This unit describes the knowledge and skills required to perform work within a legislative and ethical framework to ensure the provision of high quality service delivery which supports the rights and interests of clients
Employability Skills: This unit contains Employability Skills
Application: The skills described in this unit may be applied across a range of community services workplace 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. Demonstrate commitment to the delivery of high quality services to clients	1.1 Demonstrate consideration and understanding of the context, models of service delivery, underpinning values and philosophy of the sector in all work undertaken 1.2 Ensure all work undertaken is consistent with relevant current policies and legislative requirements 1.3 Demonstrate understanding of the issues facing clients and their carers in all work 1.4 Demonstrate commitment to access and equity principles in all work in the sector
2. Develop and implement a framework for quality service delivery	2.1 Devise strategies to ensure delivery of high quality services which continue to reflect best practice 2.2 Establish and implement protocols and procedures to manage service delivery and reflect best practice work in community services industry 2.3 Identify and address barriers in the organisation that impact on delivery of high quality service 2.4 Regularly update procedures for managing service delivery to reflect current best practice, relevant legislative changes, and changing client needs
3. Monitor and review service delivery	3.1 Monitor implementation of strategies to evaluate delivery of services 3.2 Review service delivery and revise procedures as required to reflect best practice work 3.3 Ensure staff receive necessary competency development to support delivery of current best practice, address relevant legislative changes and respond appropriately to changing client needs

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:

Holistic and client-centred care
Consumer needs and rights including duty of care
Principles of client empowerment/disempowerment
Principles of access and equity
Current issues facing clients and existing services to address their needs and rights
Principles and practices of confidentiality
Knowledge specific to working with people from culturally and linguistically diverse backgrounds
Knowledge specific to working with people at risk of self-harm
Organisation policies, practices and programs relating to the work role
Organisation occupational health and safety policies and procedures
Organisation philosophy and guidelines
Rights and responsibilities of the client
Understanding of stereotypes of client groups
Awareness of own attitudes to client groups
Awareness of discriminatory actions
Common health problems of the clients and their effects
Common risks to safety
Depending on the work role or services provided, specific knowledge of particular groups or issues may be required (e.g. palliative care)

Essential skills:

It is critical that the candidate demonstrate the ability to:

Apply understanding of accountability and responsibility to perform work within legislative and ethical frameworks
Provide and support a high quality of care for clients
Uphold and support the rights and interests of clients in the workplace

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:

Demonstrate application of skills in:
- interpersonal communication with clients and other stakeholders:
- communication may involve both oral and written communication skills, and will depend on the requirements to fulfil the job role as specified by the organisation/ service
- language used may be English or a community language, depending on the client group
- literacy and numeracy competence required to fulfil organisation reporting requirements and according to the literacy support available in the workplace:
- literacy support may include the use of dictionaries, explanations of medical terminology
- program development, review and revision
- counselling
- resource management and financial accountability
Use and coordinate the use of relevant information technology effectively in line with occupational health and safety (OHS) guidelines

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.

Context includes:	Statutory framework within which work takes place Historical context of work e.g. changing approaches to working with clients Changing social context of work e.g. consumer centred approach, changing government and societal views, approaches to working with clients Political context e.g. government policies and initiatives affecting clients Economic context e.g. the current economic situation as it relates to and affects clients and the subsequent impact on client needs
The underpinning values and philosophy of the sector may include:	A holistic and client / consumer-centred approach Community education Promotion of mental health and well being Early intervention Targeting of appropriate services Commitment to meeting the needs and upholding the rights of clients Commitment to empowering clients
Current policies and legislative requirements include:	Corporations Law Disability Discrimination Act Equal Employment Opportunity principles Freedom of Information Act Guardianship Act Individual rights Medical Act Medication regulations Nurses Act Pharmacy Act Poisons Act Privacy Act Residential Aged Care Service Standards Aged Care Act 1997 Case Management Society of Australia national standards Others
Issues may include:	Access to community resources Changing needs for physical comfort, sleep and rest Death, grieving and loss Need for support and care Development
A commitment to access and equity principles includes:	Creation of a client oriented culture A non discriminatory approach to all people using the service, their family and friends, the general public and co workers Ensuring the work undertaken takes account of and caters for differences including: cultural, physical, religious, economic, social
Rights include principles expressed in:	Charters of rights Outcomes standards documents General human rights Freedom from discrimination Freedom of information Outcomes standards Service standards
Rights may be detailed in:	Resident handbooks Mission statements Legislation Industry and organisation service standards
Rights may include:	Privacy Confidentiality Common law To be treated in a dignified, safe and comfortable manner To express own feelings Freedom of association Choice to participate Access to complaint mechanisms
Needs may include:	Personal Security Safety Financial Accommodation Social Recreational Physical comfort
Service delivery may include:	Care and support Community development and education Health promotion Case management Working with families Peer support/self help Residential services Respite care Home based support Unpaid work
Strategies may include those to address:	Management systems, staffing and organisation development Health and personal care of the client Client lifestyle Physical environment and safety systems Accreditation Service standards Continuous improvement Visitors
Protocols may include:	Communication with clients Assessment of client needs Collection, recording and reporting of information Processes for decision-making for consideration of client needs
Barriers may include:	Negative personal attitudes and values of staff Organisation procedures and practices Client service strategies Social, cultural and religious Physical Economic

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.