Standard of service

CHCCCS010 Maintain a high standard of service

This unit is about delivering and maintaining a high standard of service.

 

How you will be assessed

You will be assessed through:

• Assessor observation on the job
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures)
• Interview/assignment based on the requirements below.

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Practical

You will be assessed in the workplace with suitable facilities, equipment, and resources.

You need to show that you have delivered services to three different people using appropriate verbal and non-verbal communication styles in a non-discriminatory, supportive and inclusive manner.

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Interview/assignment questions

1. What are the characteristics of excellent standards of service?
2. How can you access interpreter services?
3. In the context of the services your orgaization offers, what are the effects of cultural differences in Australia?
4. Explain these legal and ethical considerations:
1. privacy, confidentiality and disclosure.
2. human rights.
3. work health and safety (WHS).
5. How are these legal and ethical considerations applied in your organization? In individual practice?
6. Wat are your organization’s policies and procedures for responding to:
1. behaviours of concern.
2. complaints.
7. Explain your role and responsibilities in your organization.
8. Explain the roles and responsibilities of other workers in your team or location.
9. In what kinds of situations should people’s issues be referred to an appropriate professional?

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

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Detailed requirements

1. Establish and maintain an appropriate relationship with people accessing service.

1. Establish rapport with the person and ensure the service is appropriate and in their best interest.
2. Identify effective communication approaches and use them to communicate effectively and to provide quality service.
3. If needed, use interpreter services to help communication.
4. Identify the person’s concerns and needs and respond within your level of responsibility, established procedures and guidelines for reporting to supervisors.
5. Act to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to a peer or supervisor.
6. Respond to complaints and deal them according to your organization’s policy.
7. Ask for advice to resolve any concerns or issues about your relationship with individuals and/or your services.

 

2. Always act respectfully.

1. Positively, actively and consistently show respect for individual differences in all work.
2. Respect and maintain confidentiality and privacy at all times.
3. Be courteous in all interpersonal interactions.
4. Help care for individuals with concerning behaviours. (Follow established procedures.
5. Manage and minimize aggression.

 

3. Evaluate your work to maintain a high standard of service.

1. Consistently monitor and evaluate effectiveness of your interpersonal interaction to ensure best service outcomes.
2. Ask for and accept advice and help from your supervisor, colleagues etc. to improve your performance.
3. Adjust your work to incorporate advice about performance issues.

 

4. 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.

 

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