Unit of competency Outline
Date retreived
23/07/2026 12:00 AM AWST
23/07/2026 12:00 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.
Maintain and monitor service standards
Maintain and monitor service standards
Unit of competency
National Code
PSPIM503A
PSPIM503A
State Code
C8177
C8177
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
080313 - Public And Health Care Administration
Original Release Date
07/07/2014
Nominal Hours
40
Description
This unit covers maintenance of high-quality rehabilitation and injury management service and standards. It includes monitoring standards, improving service delivery, and developing and maintaining professional competence in injury management. The unit may not be appropriate for those in-house rehabilitation coordinators who do not have a professional background.In practice, maintaining and monitoring service standards may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, delivering client services, managing resources, undertaking research and analysis, project management etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Monitor standards and improve service delivery
- 1.1 Documentation, processes and practices are monitored in accordance with best practice principles to ensure compliance with legislation, policy and procedures.
- 1.2 The organisation's systems and technology are used to monitor service and standards and to identify ways in which planning and operations could be improved.
- 1.3 Service is strengthened through the use of continuous improvement techniques such as acting on feedback from stakeholders regarding rehabilitation services.
- 1.4 Work performance is documented and the information is used to identify opportunities for improvement to systems and processes.
- 1.5 Records, reports and recommendations for improvement are managed within the organisation's systems and processes.
- 1.6 Service benchmarks are set, monitored and reviewed to ensure a cycle of continuous improvement.
2. Maintain and further develop professional competence in injury management
- 2.1 Knowledge of industry trends/changes and legislative updates is maintained to ensure service standards to clients.
- 2.2 Feedback from clients and colleagues is used to identify and develop ways to improve personal competence.
- 2.3 Professional development opportunities suited to personal learning style/s are selected and used to develop competence, in accordance with organisational requirements and available resources.
- 2.4 Participation in professional development activities and networks is used to enhance personal knowledge and skills related to changes in service provision, and to build and maintain professional relationships.
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Documentation may include:
incoming documents such as prescribed medical certificates, claim forms etc
plans
programs
case files
Legislation, policy and procedures may include:
workers rehabilitation/compensation legislation
allied legislation such as occupational health and safety acts, regulations and associated standards
privacy legislation
procedures to ensure confidentiality and security of information
performance standards
rehabilitation and return to work manual
claims management manual
public sector legislation and standards
codes of conduct
codes of ethics
Monitoring service and standards may include:
facilitating review activities
obtaining feedback from stakeholders
liaison with service providers
feedback from injured workers
Feedback may include:
surveys
anecdotal evidence
case conference feedback
formal complaints/grievances
congratulatory correspondence
letters of appreciation
Stakeholders may be:
injured workers
supervisors/managers
doctors/specialists
claims management
case managers
approved rehabilitation providers
unions
Changes in service provision may be in response to:
new technology
new medical approaches to rehabilitation
legislation
organisational policy, procedures and protocols
case law
Documentation may include:
incoming documents such as prescribed medical certificates, claim forms etc
plans
programs
case files
Legislation, policy and procedures may include:
workers rehabilitation/compensation legislation
allied legislation such as occupational health and safety acts, regulations and associated standards
privacy legislation
procedures to ensure confidentiality and security of information
performance standards
rehabilitation and return to work manual
claims management manual
public sector legislation and standards
codes of conduct
codes of ethics
Monitoring service and standards may include:
facilitating review activities
obtaining feedback from stakeholders
liaison with service providers
feedback from injured workers
Feedback may include:
surveys
anecdotal evidence
case conference feedback
formal complaints/grievances
congratulatory correspondence
letters of appreciation
Stakeholders may be:
injured workers
supervisors/managers
doctors/specialists
claims management
case managers
approved rehabilitation providers
unions
Changes in service provision may be in response to:
new technology
new medical approaches to rehabilitation
legislation
organisational policy, procedures and protocols
case law
EVIDENCE GUIDE
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC501B Promote the values and ethos of public service
PSPGOV502B Develop client services
PSPGOV503B Coordinate resource allocation and usage
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPLEGN501B Promote compliance with legislation in the public sector
PSPPM502B Manage complex projects
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)
service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to injury management
case studies and workplace scenarios to capture the range of situations likely to be encountered when maintaining and monitoring rehabilitation service standards
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when maintaining and monitoring rehabilitation service standards, including coping with difficulties, irregularities and breakdowns in routine
service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
portfolios
questioning
scenarios
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC501B Promote the values and ethos of public service
PSPGOV502B Develop client services
PSPGOV503B Coordinate resource allocation and usage
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPLEGN501B Promote compliance with legislation in the public sector
PSPPM502B Manage complex projects
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)
service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to injury management
case studies and workplace scenarios to capture the range of situations likely to be encountered when maintaining and monitoring rehabilitation service standards
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when maintaining and monitoring rehabilitation service standards, including coping with difficulties, irregularities and breakdowns in routine
service standards maintained/monitored in a range of (3 or more) contexts (or occasions, over time)
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
portfolios
questioning
scenarios
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWU82 | PSPINM013 | Maintain and monitor service standards | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J308 | PSP50912 | Diploma of Government (Injury Management) | Qualification |