Program development

CHCCCS007 Develop and implement service programs

This unit is about engaging clients, analyzing the service needs of particular groups, and developing programs and services to meet those needs. This unit applies to workers coordinating or managing teams and operations in service delivery.

 

How you will be assessed

You will be assessed through:

 

Practical

You will be assessed in the workplace in typical conditions including interactions with users of the service and co-workers from a range of diverse backgrounds You will also need to have the use of suitable facilities, equipment and resources, including your organization’s policies and procedures.

You need to show that you have developed, implemented and evaluated at least one community sector service program from scratch.

 

Interview/assignment questions

  1. Explain the principles and processes for planning and designing a program. You can use one of your own programs as an example to help you explain.
  2. How should you organize resourcing for a program?
  3. What is required to implement a program? Explain your systems and procedures.
  4. Explain the principles and processes for program accountability and governance.
  5. Feedback and improvement
    1. Explain how to set in place a system for giving and getting feedback. What are the main principles for making such a system useful?
    2. Explain how to set in place a system for getting complaints. What are the main principles for making such a system useful?
    3. Explain how to set in place a system for evaluation and continuous improvement.
    4. Systems for feedback, complaints, evaluation and improvement are sometimes little more than extra bureaucracy. What are the main principles for making them useful?
  6. Funding
    1. How does your funding system work? What risks does it involve? Other than simply having more money, what improvements to the system would you like to see?
    2. What is the difference between systems for not-for-profit and systems for government funding?
  7. Program planning
    1. What supports do clients for to participate effectively in program planning?
    2. How does this vary at levels of planning?
    3. What are the requirements of specific service user groups and individuals? In your answer, consider that their needs and issues might be diverse and multi-faceted.
    4. What opportunities do clients have to participate in program planning?
    5. What are the barriers to client participation in program planning?
    6. What are the risks in planning programs?
  8. What are the opportunities for collaboration and service partnerships?
  9. What are the regulatory and sustainability considerations?
  10. What standards, codes and legislation do you have to comply with?

Note: Your assessor may also ask you a variety of what if questions.

 

Detailed requirements

1. Engage clients in analyzing service needs.

  1. Develop a plan for clients to participate and engage in making decisions about service provision.
  2. Investigate the needs of individuals according to your plan as the basis for providing services.
  3. Recognize barriers to consumer participation and develop ways to overcome them.
  4. Interact with people accessing the service. Consult them to monitor changing needs so they can be addressed.
  5. If some individuals and client groups have multi-faceted needs, consult and collaborate with other services and networks to address them.
  6. Evaluate the broader context of your organization and its impact on service delivery.

 

2. Develop programs

  1. Get input from internal and external stakeholders.
  2. Engage client in management processes and develop formal arrangements as required.
  3. Consider individual differences, rights, needs and preferences and incorporate them into program planning.
  4. Integrate both internal and external services as required.
  5. Determine financial, human and physical resource requirements.
  6. Develop supporting systems and procedures.
  7. Develop methods of evaluating the service, and integrate them into the plan. Include a system for getting feedback from clients.
  8. Put the program plan into writing. Include priorities, timelines and responsibilities.

 

3. Implement programs and monitor them.

  1. Communicate their roles and responsibilities to stakeholders.
  2. Facilitate training to support implementation.
  3. Monitor service delivery against agreed objectives and budgets.
  4. Make user interactions and feedback an integral part of ongoing monitoring.
  5. Identify and address problems in addressing clients’ needs. (Follow your organization’s procedures.)
  6. Maintain documentation of program and service delivery.

 

4. Evaluate programs

  1. Assess capacity of programs to meet objectives.
  2. Ask clients and other stakeholders for feedback, and evaluate the feedback.
  3. Modify programs as needed to meet changing requirements. Work within policy and budgetary frameworks.

 

5. Other.

  1. Manage tasks and contingencies on the job.
  2. Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.