Unit of competency Outline

Date retreived
23/07/2026 5:19 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
CHCORG619C
State Code
D2647
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
06/08/2014
Field of Education
080317 - Quality Management
Original Release Date
06/08/2014
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
No information
No information
Replaces
State Code National Code Title Type
S3208 CHCORG19B Develop and maintain the quality of service outcomes Unit of competency
Replaced By
State Code National Code Title Type
WC964 CHCORG619D Manage quality of organisation's service delivery outcomes Unit of competency