CHCCCS010 - Maintain high standard of service

Unit code:CHCCCS010Study level:TAFE

Nominal hours

Location

Footscray Nicholson
Industry
St Albans
Sunshine
Werribee

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

This unit describes the skills and knowledge to deliver and maintain a high standard of service. This unit applies to workers in a range of community services and health contexts where direct support services are provided. Work performed requires some discretion and judgement and may be carried out under regular direct or indirect supervision.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

delivered services to 3 different people using appropriate verbal and non-verbal communication styles in a non-discriminatory, supportive and inclusive manner.

Students will also be expected to demonstrate the following knowledge:

characteristics of excellent standards of service;
how to access interpreter services;
cultural differences in Australia;
legal and ethical consideration and how these are applied in an organisation and individual practice;
organisation policies and procedures for responding to: behaviours of concern and complaints;
roles and responsibilities of self and other workers within the organisation, and;
situations when people’s issues need to be referred to an appropriate professional.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.