CHCECE053 - Respond to grievances and complaints about the service

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.

Students will also be expected to demonstrate the following knowledge:

• privacy and confidentiality requirements of role and service
• regulatory requirements for reporting to authorities
• relevant codes of ethics
• range of family member responses to issues about their child and how these impacts ways of addressing issues
• communication techniques:

• active listening
• collaborative decision-making
• empathising with the person’s situation while upholding service policy
• non-verbal communication and recognition of non-verbal signs
• language style
• questioning techniques
• those appropriate to different social and cultural groups

• typical features of complaint procedures
• conflict theory:

• signs
• stages
• levels
• factors involved
  results

• conflict resolution techniques:

• assertiveness
• diffusing escalated reactions
• negotiation
• use of appropriate communication

• principles of mediation
• service standards, policies and procedures for:

• collaborative partnerships with families and community
• complaints management.