Elements and Performance Criteria

Appropriate communication strategies to respond to a family member's concern may include:
Use of interpreters
Privacy
Number of people who participate is decided

A family member's concerns may be about a child's:
Health
Behaviour
Development
Social interaction
Homework
Life skills
Emotional wellbeing

Complaints and grievances may be received from:
Users of service
People denied access to service
Ministers of government departments
Local members of parliament
Local community members
Media
Service or person advocating on behalf of child/family
Licensing bodies
Advisory/support organisations
Workers of the service

Complaints may be about:
Quality of the service
Problems in the service
Inadequate level of service provision, e.g. hours, times
Children in the service
Financial matters
Staffing
Behaviour management strategies
Attitude of worker
Insensitivity to cultural practices of child/family

Mediation between parties to effect resolution of a complaint may be between:
Worker and parent
Worker and child
Parent and service

Guidelines for addressing complaints may include:
Organisational procedures, policies and guidelines
Legal obligations
Guidelines of funding body/government bodies who have a regulatory role

Critical aspects of assessment:
Capacity to resolve conflicts with users of the service balancing organisational guidelines with client needs

Interdependent assessment of units:

The unit could be assessed with related units such as:

CHCRF22A Plan child care provision with families
CHCORG19A Develop and maintain the quality of service outcomes

Essential knowledge:
Complaint procedures
Relevant service guidelines
Relevant codes of ethics
Confidentiality policies and procedures
Self awareness
Organisational standards, policies and procedures

Essential skills and attitudes:
Conflict resolution techniques
Negotiation skills
Facilitating discussions when competing views and interests exist
Communication direct, authoritative, listening to competing viewpoints
Problem solving skills
Good communication including listening, empathy responding, questioning
Capacity for managing differences in point of view

Resource implications:

Assessment requires access to a range of opportunities defined in the Range of Variables. This includes:

A childcare workplace
Access to children's services, resources and equipment
Access to the local environment

Context of assessment:
This unit is best assessed in the workplace or in a realistic simulated workplace setting under the normal range of workplace conditions, giving consideration to the range of workplace contexts. Assessment could take place on one or more assessment situations.