Unit of competency Outline

Date retreived
22/07/2026 6:58 AM AWST

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Manage quality of organisation's service delivery outcomes

Manage quality of organisation's service delivery outcomes

Unit of competency
National Code
CHCORG619D
State Code
WC964
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
21/07/2014
Field of Education
080317 - Quality Management
Original Release Date
21/07/2014
Nominal Hours
85
Description
DescriptorThis unit describes the knowledge and skills required to manage quality assurance processes as required to maintain quality service outcomes in line with organisation policy in the community services industry
Notes
Elements and Performance Criteria
1. Evaluate outcomes for clients accessing the service
  • 1.1 Clearly state the service's philosophy, goals and objectives based on client service delivery and use to design criteria for evaluation
  • 1.2 Investigate and document the effects of services on all clients
  • 1.3 Monitor program quality according to relevant service and industry standards
  • 1.4 Use a range of appropriate processes to review client service outcomes
  • 1.5 Establish and use feedback mechanisms to involve all users of the service
  • 1.6 Establish mechanisms to provide clients with information about evaluation results
  • 1.7 Involve all relevant parties in evaluation processes
  • 1.8 Communicate information gained from the evaluation to relevant parties
2. Plan and implement changes/strategies to improve outcomes
  • 2.1 Design and implement a plan to develop the quality of service with others
  • 2.2 Design and implement policies to foster quality service
  • 2.3 Provide information to relevant parties about the plan and the processes to be used
  • 2.4 Design a plan to develop the quality of service to ensure participation by all those involved
  • 2.5 Respond to and investigate complaints and use as feedback to improve outcomes
  • 2.6 Include in plan priorities, immediate goals and long term goals for improving quality of service
  • 2.7 Obtain or request required resources from appropriate sources
3. Ensure client service standards and codes of practice
  • 3.1 Regularly communicate service criteria regarding quality to all stakeholders
  • 3.2 Establish procedures to check that appropriate practice is carried out
  • 3.3 Model and demonstrate good practice to all workers
  • 3.4 Provide information about good practice to all stakeholders
  • 3.5 Promote examples of good practice to workers
  • 3.6 Regularly remind workers of service standards and organisation expectations
  • 3.7 Confront issues with workers and develop a plan for improvement
  • 3.8 Promote a focus on outcomes for the client
4. Manage quality assurance processes
  • 4.1 Undertake appropriate planning to ensure involvement of all parties in quality improvement processes
  • 4.2 Define continuous improvement processes and monitor their implementation to ensure quality client service delivery
  • 4.3 Implement processes to promote continuous improvement in the workplace
  • 4.4 Continuously evaluate outcomes of client services for impact on the local community
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.


Evaluating process relating to outcomes for clients will vary according to the location of the service and may include:
Observation
Review discussions
Gathering feedback from clients via surveys
Collating observations of workers and interpreting data


The effects of services on all clients may include:
Social/emotional/physical/well being
Whether client's needs are met
Changing the circumstances for the client


Relevant standards which maybe used to monitor a service may be:
Licensing requirements
Quality assurance
Legal/legislative requirements
Accreditation principles
Service guidelines and policies
Work health and safety (WHS)
Guidelines of funding body


Relevant parties may include:
Carers and significant others of clients
Management committee
Funding bodies
Other professionals
Workers
Clients
Community members
Experts


A plan to develop the quality of service may include the development of:
Effective reporting and complaints mechanisms
Staff training/development of management skills
Meetings and information exchanges


Procedures to check that appropriate practice may include:
Observation
Gathering feedback from all involved
Co-participating
Meetings - discussion
Auditing by outside experts


Quality assurance systems may include:
Continuous improvement systems
Accreditation systems
Quality systems
Organisation's own internal system
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
This unit may be assessed on the job or under simulation
It is recommended that assessment take place on more than one occasion


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 of this unit include access to:
an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment


Method of assessment:
Assessment may include observations, questioning and evidence gathered from the workplace


Related units:
This unit is recommended (but not required) to be assessed in conjunction with related unit:
CHCPOL504B Develop and implement policy
Replaces
State Code National Code Title Type
D2647 CHCORG619C Manage quality of organisation's service delivery outcomes Unit of competency
Replaced By
State Code National Code Title Type
AVB76 CHCMGT001 Develop, implement and review quality framework Unit of competency