Unit of competency Outline

Date retreived
22/07/2026 9:54 AM 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.

Develop, implement and review quality framework

Develop, implement and review quality framework

Unit of competency
National Code
CHCMGT001
State Code
AVB76
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
08/12/2015
View on TGA
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
080317 - Quality Management
Original Release Date
22/01/2016
Nominal Hours
85
Description
This unit describes the skills and knowledge required to develop, implement and monitor a framework for ongoing quality service delivery that supports the rights and interests of clients.The unit applies to a range of leadership roles in health and community services workplaces.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Notes
Elements and Performance Criteria
1. Develop a framework for quality service delivery
  • 1.1 Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks
  • 1.2 Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients
  • 1.3 Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them
  • 1.4 Identify opportunities for continuous improvement and incorporate them into operational plans
  • 1.5 Define and implement continuous improvement processes to monitor and ensure quality client service delivery
  • 1.6 Plan and ensure the involvement of all parties in quality improvement processes
2. Monitor and review service delivery against quality framework
  • 2.1 Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community
  • 2.2 Monitor and review strategies for addressing barriers and issues relating to quality
  • 2.3 Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs
  • 2.4 Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements
  • 2.5 Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process
  • 2.6 Investigate and document the effects of services on all clients
  • 2.7 Identify differences between stakeholder expectations and service delivery objectives
  • 2.8 Establish mechanisms to provide clients and stakeholders with information about review results
3. Plan and implement revised strategies to improve outcomes
  • 3.1 Use review findings to identify threats to quality
  • 3.2 Respond to and investigate complaints and use as feedback to improve outcomes
  • 3.3 Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders
  • 3.4 Provide information to relevant parties about the plan and the processes to be used
4. Ensure the continuous improvement of service standards
  • 4.1 Ensure that revised service standards incorporate stakeholder expectations and available resources
  • 4.2 Regularly communicate service standards and good practice to all stakeholders
  • 4.3 Establish procedures to check that appropriate practice is carried out
  • 4.4 Regularly promote, model and demonstrate good practice to all workers
  • 4.5 Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement
No information
No information
Replaces
State Code National Code Title Type
WC956 CHCORG423C Maintain quality service delivery Unit of competency
WC964 CHCORG619D Manage quality of organisation's service delivery outcomes Unit of competency
State Code National Code Title Type
J584 HLT50113 Diploma of Aboriginal and/or Torres Strait Islander Primary Health Care Qualification
BIO9 HLT50221 Diploma of Aboriginal and/or Torres Strait Islander Primary Health Care Management Qualification
J585 HLT50213 Diploma of Aboriginal and/or Torres Strait Islander Primary Health Care Practice Qualification
AWM9 CHC43015 Certificate IV in Ageing Support Qualification
AWI8 CHC53215 Diploma of Alcohol and Other Drugs Qualification
AWN3 HLT43015 Certificate IV in Allied Health Assistance Qualification
AC109 CHCSS00066 Client-oriented service delivery skill set Skill set
AWI5 CHC62015 Advanced Diploma of Community Sector Management Qualification
AWM0 CHC52015 Diploma of Community Services Qualification
BIJ1 CHC52021 Diploma of Community Services Qualification
BPA1 CHC52025 Diploma of Community Services Qualification
AD134 CHCSS00076 Coordinate Client Directed Services Skill set
AWL5 CHC44015 Certificate IV in Coordination of volunteer programs Qualification
AWJ3 CHC43115 Certificate IV in Disability Qualification
BIC1 CHC43121 Certificate IV in Disability Support Qualification
AYZ4 HLT46115 Certificate IV in Indigenous Environmental Health Qualification
BGS76 11076NAT Diploma of Leadership in Disability Services Accredited course
AWJ5 CHC53415 Diploma of Leisure and Health Qualification
AWL3 CHC53315 Diploma of Mental Health Qualification
AWK8 CHC43315 Certificate IV in Mental Health Qualification
AYZ8 HLT46015 Certificate IV in Population Health Qualification
AD135 CHCSS00086 Quality Management Skill set
AYW2 SIS50115 Diploma of Sport and Recreation Management Qualification