CHCRF623C: Respond to problems and complaints about the service

Descriptor: This unit describes the knowledge and skills required to effectively resolve grievances and complaints about the service
Employability Skills: This unit contains Employability Skills
Application: This unit may apply to community services work in a range of 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. Respond to a family member’s concerns about their child	1.1 Provide observations about the child in the service as relevant 1.2 Collate and present feedback and views of all workers involved with the child 1.3 Discuss concern and identify key issue/s with the family member 1.4 Discuss possible actions and reach a decision together 1.5 Use appropriate communication strategies
2. Acknowledge and address grievances and complaints	2.1 Listen respectfully to person’s concerns 2.2 Inform people of avenues for complaint 2.3 Identify investigate and discuss issues underlying complaint, according to guidelines 2.4 Take action as quickly as required by the situation 2.5 Explain complaint process and inform complainant of what can and can not be expected from process 2.6 Refer complaint to appropriate procedures or forums as appropriate
3. Effect resolution of complaints	3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process 3.2 Seek advice as required 3.3 Generate options and facilitate resolution 3.4 Facilitate mediation between parties concerned as relevant 3.5 Obtain resolution or an agreement to set aside issues 3.6 Record process and outcomes according to the organisation’s procedures
4. Develop service	4.1 Consider feedback about suggestions for improved practice or procedures and implement as appropriate 4.2 Develop information to clarify service practices and procedures and provide as relevant

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:

Complaint procedures
Relevant service guidelines
Relevant codes of ethics
Confidentiality policies and procedures
Self awareness
Organisation standards, policies and procedures

Essential skills:

It is critical that the candidate demonstrate the ability to:

Resolve conflicts with users of the service balancing organisation guidelines with client needs

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:

Facilitate discussions when competing views and interests exist
Demonstrate communication which is direct, authoritative and listening to competing viewpoints
Demonstrate application of skills in:
- conflict resolution techniques
- negotiation skills
- problem solving skills
- good communication including listening, empathy responding, questioning
- capacity for managing differences in point of view

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.

Appropriate communication strategies to respond to a family member’s concern may include:	Use of interpreters Privacy Number of people who participate is decided
A family member’s concerns may be about a child’s:	Health Behaviour Development Social interaction Homework Life skills Emotional well being
Grievances and complaints may be received from:	Users of service People denied access to service Ministers of government departments Local members of parliament Local community members Media Service or person advocating on behalf of child/family Licensing bodies Advisory/support organisations Workers of the service
Complaints may be about:	Quality of the service Problems in the service Inadequate level of service provision e.g. Hours, times Children in the service Financial matters Staffing Behaviour management strategies Attitude of worker Insensitivity to cultural practices of child/family
Mediation between parties to effect resolution of a complaint may be between:	Worker and parent Worker and child Parent and service
Guidelines for addressing complaints may include:	Organisation procedures, policies and guidelines Legal obligations Guidelines of funding body/government bodies who have a regulatory role

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.