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. 

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


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.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.