Unit of competency Outline

Date retreived
23/07/2026 12:27 AM AWST

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Manage the delivery of quality services to clients

Manage the delivery of quality services to clients

Unit of competency
National Code
CHCCS604A
State Code
D2359
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
24/11/2010
Field of Education
080317 - Quality Management
Original Release Date
24/11/2010
Nominal Hours
85
Description
DescriptorThis unit describes the knowledge and skills required to manage resources and systems to deliver quality client services within complex or changing circumstances
Notes
Elements and Performance Criteria
1. Mange service delivery to address client needs
  • 1.1 Ensure appropriate and accurate records of client needs and service delivery options are developed and maintained
  • 1.2 Identify barriers to client services in consultation with clients
  • 1.3 Apply understanding of relevant options for service delivery to match services to client's needs and rights
  • 1.4 Take all available opportunities to promote client services and their benefits
  • 1.5 Ensure the strategic direction of the organisation, individual and community needs and external requirements guide the provision of client services
  • 1.6 Develop and implement performance indicators to routinely monitor client service delivery
2. Plan client service delivery
  • 2.1 Ensure service delivery planning includes client involvement in negotiation and agreement on appropriate goals, strategies and outcomes
  • 2.2 Identify strategies to deal with contingencies which may arise
  • 2.3 Identify relevant people and organisations to provide support and expertise to maximise effectiveness of service delivery
  • 2.4 Routinely collect and analyse information on clients and delivery options to ensure services delivered reflect client needs and rights, current best practice, organisation and legislative guidelines, ethical practices and duty of care considerations
3. Review client services
  • 3.1 Routinely review matching between client requirements and service delivery
  • 3.2 Involve client and all other relevant personnel in review of service delivery
  • 3.3 Monitor changes in circumstances, environmental factors or alterations to client needs and rights and incorporate in review of service delivery
  • 3.4 Modify client service to reflect changing needs and rights and feedback on effectiveness of service delivery
  • 3.5 Undertake appropriate work to ensure client concerns about service are resolved and complaints of a serious nature dealt with in accordance with organisation procedures
No information
No information
Replaces
State Code National Code Title Type
S3072 CHCCS4C Manage the delivery of quality client service Unit of competency
Replaced By
State Code National Code Title Type
WC869 CHCCS604B Manage the delivery of quality services to clients Unit of competency
State Code National Code Title Type
D329 CHC60308 Advanced Diploma of Community Sector Management Qualification
D327 CHC60108 Advanced Diploma of Disability Work Qualification