Early Childhood Education and Care - Draft 2 Validation

CHCECE053_Respond to problems and complaints about the service Draft 2

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Unit application and prerequisites

UNIT CODE

CHCECE053

UNIT TITLE

Respond to problems and complaints about the service

APPLICATION

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.

 

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

PREREQUISTE UNIT

Nil

COMPETENCY FIELD

Early Childhood Education and Care

UNIT SECTOR

Children’s Education and Care

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Elements and performance criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

  1. Respond to a family member’s concerns.
    1. Clarify the concern promptly and identify key issues with the family member.
    2. Use appropriate communication strategies to discuss possible resolutions, focussing on collaborative decision-making.
    3. Confirm next steps and clarify agreement with all relevant parties.
    4. Follow service privacy and confidentiality requirements.
  1. Acknowledge and address grievances and complaints.
    1. Listen respectfully to person’s concerns.
    2. Identify, investigate and discuss issues underlying complaint according to service procedures.
    3. Prioritise and take action with the level of urgency the situation requires.
    4. Explain complaint process and clearly inform complainant of what can and cannot be expected from process.
    5. Refer complainant to appropriate procedures or forums.
  1. Resolve complaints.
    1. Seek advice, generate options and facilitate resolution according to service procedures.
    2. Facilitate mediation between parties concerned according to service procedures.
    3. Obtain agreement regarding resolution of issues.
    4. Document process and outcomes according to service procedures.
  1. Review outcomes.
    1. Seek feedback from relevant parties about the resolution of problem and/or complaint.
    2. Clarify misunderstandings or concerns regarding process or own role.
    3. Use feedback and lessons learned to identify and implement improvements to own practice and service.

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Foundation skills

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement..

SKILLS

DESCRIPTION

Reading skills to:

  •  

Writing skills to:

  •  

Oral communication skills to:

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Numeracy skills to:

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Learning skills to:

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Problem-solving skills to:

  •  

Initiative and enterprise skills to:

  •  

Teamwork skills to:

  •  

Planning and organising skills to:

  •  

Self-management skills to:

  •  

Technology skills to:

  • document complaints and how they were addressed using digital media.

UNIT MAPPING INFORMATION

CHCECE029 Respond to problems and complaints about the service

LINKS

 

1 Comments

"Element 1 - 4 require demonstration of Oral Communication and writing skillls"

Nancy Pavlovic 04.03.2019 12.02PM

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Performance evidence

TITLE

Assessment Requirements for CHCECE053 Respond to problems and complaints about the service

PERFORMANCE EVIDENCE

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

  • respond to at least three different problems or complaints about the service that individually or collectively involve all of the following in accordance with service procedures:
    • 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 problem or complaint.

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Knowledge evidence

KNOWLEDGE EVIDENCE

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • privacy and confidentiality requirements of role and service
  • regulatory requirements for reporting to authorities
  • how people respond to issues relating to children in their care and the impact of this on how problems and complaints need to be addressed
  • 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.

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Assessment conditions

ASSESSMENT CONDITIONS

Skills must be demonstrated in a workplace that provides services or support to children and families.

 

Assessment must ensure access to:

  • service standards, policies and procedures for:
    • collaborative partnerships with families and community
    • complaints management
  • families and children in a children’s education and care service.

 

Assessors must satisfy the Standards for Registered Training Organisations requirements for assessors.

LINKS

 

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