CHCECE053 - Respond to grievances and complaints about the service

Unit code: CHCECE053 | Study level: TAFE
N/A
Footscray Nicholson
St Albans
Sunshine
Werribee
N/A
Overview
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Overview

This unit describes the performance outcomes, skills and knowledge required to effectively resolve grievances and complaints about the service. This unit applies to educators working at a leadership level in a children’s education and care services in Australia. Work is undertaken collaboratively according to the philosophy of the service

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:
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

  • follow service procedures to respond to at least three different grievances or complaints about the service that collectively involve all of the following:
  • a systemic issue
  • an emotive family member
  • response to a detailed written complaint
  • use all of the following techniques:
  • active listening
  • assertiveness
  • questioning
  • effective non-verbal communication
  • negotiation
  • identify and document at least one opportunity for improvement arising from the grievance or complaint.

Required reading

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

As part of a course

This unit is studied as part of the following course(s):

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