Unit of competency Outline

Date retreived
23/07/2026 10:29 AM AWST

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Maintain a high standard of service

Maintain a high standard of service

Unit of competency
National Code
CHCCCS010
State Code
AVC67
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
06/08/2015
View on TGA
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
120505 - Work Practices Programmes
Original Release Date
22/01/2016
Nominal Hours
30
Description
This unit describes the skills and knowledge to deliver and maintain a high standard of service.This unit applies to workers in a range of community services and health contexts where direct support services are provided. Work performed requires some discretion and judgement and may be carried out under regular direct or indirect supervision. 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. Establish and maintain an appropriate relationship with people accessing service
  • 1.1 Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
  • 1.2 Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
  • 1.3 Access interpreter services as required to assist communication
  • 1.4 Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
  • 1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
  • 1.6 Respond to and deal with complaints in line with organisation policy to enhance service to individuals
  • 1.7 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals
2. Act in a respectful manner at all times
  • 2.1 Positively, actively and consistently demonstrate respect for individual differences in all work
  • 2.2 Respect and maintain confidentiality and privacy at all times
  • 2.3 Demonstrate courtesy in all interpersonal interactions
  • 2.4 Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures
  • 2.5 Use appropriate techniques to manage and minimise aggression
3. Evaluate own work to maintain a high standard of service
  • 3.1 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
  • 3.2 Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
  • 3.3 Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service
No information
No information
Replaces
State Code National Code Title Type
WD090 HLTCSD201D Maintain high standard of client service Unit of competency