Elements and Performance Criteria

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

The effects of services on different clients may include:
Social/emotional/physical/wellbeing
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
Occupational health and safety
Guidelines of funding body

Relevant parties/stakeholders 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 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

Critical aspects of assessment:
Evaluation processes are based on relevant service and industry standards
Application of a model of quality service delivery

Interdependent assessment of units:

This unit is recommended to be assessed with other unit/s:

CHCPOL4A Develop and implement policy

Essential knowledge:
Structure of service/organisation
Network of relevant services
Service guidelines
Knowledge of legal/legislative requirements
Quality assurance processes relevant to service type
Mission statements, philosophical statements of organisation
Community needs
Needs of clients of all abilities, disabilities
Cultural background, values and beliefs
Up to date knowledge of "good practice"
Role model
Ethics, duty of care
Rights of clients
Relevant accreditation principles eg. QIAS and service standards

Essential skills:
Cross cultural communication
Observation and analysis of information
Goal setting
Data collection
Leadership
Persuasive communication

Resource implications:
Access to an appropriate workplace or simulated workplace setting where assessment can be conducted

Consistency in performance:
Assessment may include observations, questioning and evidence gathered in the workplace
It is recommended that assessment take place on more than one occasion

Context of assessment:
This unit may be assessed on the job or under simulation