Elements and Performance Criteria

RANGE STATEMENT

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.


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 well being


Grievances and complaints 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:
Organisation procedures, policies and guidelines
Legal obligations
Guidelines of funding body/government bodies who have a regulatory role

EVIDENCE GUIDE

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
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


Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities


Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment of this unit include access to a range of opportunities defined in the Range Statement, including:
a childcare workplace
children's services, resources and equipment
the local environment


Method of assessment:
In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons


Related units:
This unit may be (but is not required to be) assessed in conjunction with related units such as:
CHCRF622C Plan child care provision with families
CHCORG619C Develop and maintain the quality of service outcomes