Workbook 6 – CHC52015 Performance standards in the workplace

 

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Assignment Details:-

  • Topic: Program Development
  • Words: 4500

 

INTRODUCTION TO THIS WORKBOOK

 

What is this workbook about?

The units of competency specify the standards of performance required in the workplace. This assessment addresses the following unit of competency:

CHCCCS007 – Develop and implement service programs

  1. Engage consumers in the analysis of service needs
  2. Develop programs
  3. Implement and monitor programs
  4. Evaluate programs

BSBPMG522 – Undertake project work

  1. Define project
  2. Develop project plan
  3. Administer and monitor project
  4. Finalise project
  5. Review project

 

Context for Assessment

To complete the assessments in this workbook, students need to have access to their learning materials and the Internet. The Knowledge Assessment and Case Study may be completed wholly at the student’s home or chosen place of study. The tasks within the Assessor Observation Form must be completed in a workplace.

 

Assessment Requirements

The assessment requirements specify the evidence and required conditions for assessment. Each unit of competency can be unbundled to reveal three (3) key assessment components:

  1. Performance Evidence
    • describes the subtasks that make up the element of the unit
  2. Knowledge Evidence
    • describes the knowledge that must be applied to understanding the tasks described in the elements
  3. Assessment Condition
    • describes the environment and conditions that assessments must be conducted under

The associated assessment method in this kit covers all of these components as detailed in the matrix to follow:

Units of Competency
Assessment Activities CHCCCS007 BSBPMG522
Knowledge Assessment
Case Study

 

ABOUT THE ASSESSMENTS

 

Assessment Methods

This workbook uses the following assessment methods:

  1. Knowledge Assessment – A set of generic and workplace questions testing the student’s general knowledge and understanding of the general theory behind the unit.
  2. Case Study – Detailed scenarios and simulated environments providing all necessary information required to complete relevant tasks and activities.

 

Resources Required for Assessment

Assessor to provide:

  • Case studies and simulations
  • Information about work activities

You will need access to:

  • A video recording device (e.g. handheld cameras, mobile phones, )
  • Computer with access to Internet and email
  • Installed software: MS Office Word (or equivalent), Adobe Acrobat Reader
  • Access to at least three (3) volunteers for a roleplay activity.

 

 

KNOWLEDGE ASSESSMENT

 

1. Provide two (2) examples of project management tools. Discuss how each can be applied in developing service programs in the community services sector.

Each discussion must be 60 – 100 words in length.

 

Project management tool

Their application in the development and implementation of service programs in community services

 

 2. From the list below, select four (4) documents and sources of information commonly used in defining the parameters of a project.
a. Contract
b. Risk management plan
c. Legislation and regulations
d. Project brief
e. Project plan
f.  Organisational policies and procedures
g. Project contract
h. Issue register

 

 3. In your own words, discuss the processes of identifying and managing work health and safety risks in a project. Each discussion must be 60 – 100 words in length.

Guidance: Your responses must be within the context of service program development in community services.

How WHS risks are identified in a project
How WHS risks are managed in a project

 

4. Identify the work health and safety legislation and regulations that apply in your state/territory.

Discuss requirements for work health and safety for undertaking project work in line with these legislation and regulations.

Guidance: Your responses must be within the context of service program development in community services.

Your state/territory
WHS legislation
WHS regulation
WHS requirements

Also Read: CHC52015 Personal and Professional Development Assessment

5.  The following are processes involved the development and implementation of service programs in the community services sector. Match each process to their correct definitions.

  • program design
  • program resourcing
  • implementation systems and procedures
  • feedback
  • complaints procedures
  • evaluation
  • continuous improvement
  • accountability
  • governance
  • funding
Definitions
 i.      It is the process of putting the program plan into effect.
 ii.  It is the provision of money to support development and implement of service programs.
iii. This process involves the adequate provision of both the material and human resource requirements required to develop and implement service programs.
 iv.  It is the responsibility and obligations of organisations to others, their consumers, their staff, and the broader community.
 v.      This involves the careful planning and documentation of the processes needed to develop and implement service programs.
vi. It is the process for making and implementing decisions relevant to the development and implementation of service programs within an organisation.
vii. This is the process of gathering insights and responses to service programs from consumers to be used as the basis for improvement of these programs.
viii. It involves monitoring the performance of service programs against established indicators. It aims to determine whether service programs are effective or whether they are meeting their desired outcomes.
ix. It is an ongoing effort to improve service programs. It involves gathering feedback from consumers, staff, and management and addressing concerns, issues, and areas of improvement within service programs.
 x. It is a system in place to manage any concerns, issues, and dissatisfaction raised by a client regarding service programs.

 

6. In your own words, discuss the following principles that must be incorporated in designing service programs in community services. Each discussion must be 60 – 100 words in length.
a. Person-centred
b. Strengths-based

 

 7. In your own words, discuss principles of resourcing in developing services in community services. Your discussion must be 100 – 150 words in length.

 

8. Identify discuss the following principles of implementation systems and procedures in service program development in community services. Each discussion must be 60 – 100 words in length.
a. Communicating roles and responsibilities to stakeholders
b. Integrating user feedback into monitoring processes
c. Maintaining relevant program and service delivery documentation

 

9. In your own words, discuss each of the following principles for effective complaints systems and procedures in service program development.
a. Visibility and accessibility
b. Responsiveness
c. Objectivity
d. Confidentiality

 

 10. In your own words, discuss how the S-M-A-R-T model is integral in evaluation processes in service program development and implementation.

 Your discussion must be 100 – 150 words in length.

 

 11. In your own words, discuss the underlying principles of continuous improvement in service program development.

 Your discussion must be 100 – 150 words in length.

 

12. In the community services sector, organisations and staff are held accountable, especially in the delivery of service programs. In your own words, discuss the principles underlying this.

Each discussion must be 100 – 150 words in length.

 

13. Governance is essential to the success of community service organisations, their operations, and the service programs they deliver to their clients and the broader community.

In your own words, discuss the principles of governance in service programs in community services. Your discussion must be between 60 – 100 words.

Guidance: Your responses must be within the context of service program development in the community services sector.

 

14. The following are principles that articulate the basis for a strong funding between the government and all not-for profit organisations receiving grants funding. In your own words, discuss each principle. Each discussion must be 60 – 100 words in length.

Guidance: Your responses must be within the context of service program development in the community services sector.

a. Value for money
b. Fairness, integrity, and transparency
c. Coordination

 

15. Describe the support you can provide to the following consumers/clients to ensure that they are encouraged and sustained to participate in all levels of service program planning in community services.

Your discussion must be between 60 – 100 words in length.

a. Support for older people
b. Support for indigenous people requiring employment support
c. Support for people in situations of domestic abuse

 

16. Discuss ways in which you can support consumer participation in each of the following levels in program planning in the community services sector.

Each discussion must be 60 – 100 words in length.

a. Consumer identification and selection
b. Development of the plan
c. Implementation of the services
d. Evaluation of the plan and follow up

 

17. In service program development and implementation, requirements of specific user groups and individuals need to be considered and incorporated into planning.

Elaborate on the requirements of homeless young people by answering the following questions.

a. Identify three (3) potential needs of homeless young people.
b. Describe risks that homeless young people may be exposed to.
c. Discuss ways in which you can increase opportunities for homeless young to participate in service programs.
d. Identify two (2) factors that may pose as barriers/issues to participation for homeless young people in service programs.
e. Discuss how different services and or agencies can work together in delivering service programs to homeless young people.

 

 18. Discuss the regulatory and sustainability considerations for service program development in community services sector.
a. Regulatory considerations
b. Sustainability considerations

 

19. Identify at least one (1) standard, code, and piece of legislation that apply in delivering service programs to the following user groups.

Complete the table provided below.

Homeless young people
Standards
 Codes
 Legislation
People in situations of domestic violence
 Standards
 Codes
 Legislation

 

 

CASE STUDY

 

Case Study – Planning for Consumer Engagement and Participation

SCENARIO – RAINBOW COMMUNITY SERVICES

You are working at Rainbow Community Services. A local not-for-profit organisation providing help and other support services to indigenous people and families in your area with focus on:

  • Early Childhood Development
  • Education
  • Governance
  • Community and Family Safety
  • Health
  • Housing

As part of the organisation’s efforts to engage and provide opportunities for participation for their target clients and client groups, you have been appointed to plan for consumer engagement and participation with their indigenous clients receiving their services.

The main objectives are to consult with the target client group and obtain their feedback on the services they are receiving through Rainbow Community Services and to identify possible gaps in the services provided by the organisation to this client groups.

Specifically, this project aims to determine the following:

  • Current population of indigenous people in your area
  • Percentage of this population who are receiving or have received services Rainbow Community Services
  • Social needs of indigenous people in your area
  • Whether current services offered by Rainbow Community Services are in line with these needs.
  • Areas of improvement in services offered by Rainbow Community Services. It will focus on the following stakeholder groups:
This project will operate in accordance with Rainbow Community Services’ Consumer and Engagement Policy.

As per resources, the project team will consist of the following people:

  • Lana Figs, Senior Responsible Officer
  • You, Project Manager
  • Cheryl Dawson, Engagement Lead
  • Anton Ryerson, Subject Matter Expert

The team will be working closely with:

  • Franz Sykes, Information and Records Manager
  • Mallory Colton, Cultural and Language Interpreter
  • Local Community Elders

The allocated budget for this project is a total of $2348.42 to cover the following:

  • Engagement tools – selection and configuration; procurement/development and security accreditation
  • Strategy development
  • Technical service provision
  • Legal advice
  • Forum moderation, community management and facilitation.
  • Requirements gathering, selection and configuration of tools

The phases of this consumer engagement and participation are as follow:

  • Research, gather input, listen (1 July – 1 August, 2oxx*)

This phase will include gathering input, researching to identify community and stakeholders, and how they engage with services Rainbow Community Services.

  • Launch the project (1 August – 1 September, 2oxx)

This phase will include launching of the project, informing the stakeholders, and encouraging participation.

  • Engagement (1 September – 5 November 20xx)

This phase will include:

  • Consultation
  • Collect feedback on, and discuss aspects of, proposed solution
  • Responsive engagement
  • Analysis
  • Internal process to analyse all information collected during consultation
  • Close engagement (5 November, 2oxx)

This phase will include post-consultation and reporting

  • Ongoing engagement (Ongoing)

This phase will include: updates for interested stakeholders and reporting back to community

 

Task 1 – Consumer Engagement Plan

Using the details provided in the case study scenario, develop a consumer engagement and participation plan for this project.

Use the template provided below.

Consumer Participation and Engagement Plan
Prepared by
Title/designation
Organisation
Date prepared Guidance: Date indicated here must be before the start date of the project provided in the case study scenario
I. Introduction

Guidance: Provide a brief overview of this plan.

  • Project description
  • Who is involved
  • Project rationale – what is the purpose of the project?
II. Objectives
III. Stakeholders
IV. Resources

Guidance: Identify the members of the project team and other personnel they will be working closely with in this project.

V. Budget

Guidance: Indicate the total budget for this project and its allocation.

VI. Engagement approach

Guidance: Outline the phases of the project. Include a description and the timeframes of each phase.

VII. Engagement policy
VIII. What do you want or need to know
IX. What does this consumer engagement and participation aim to find out?
X. Engagement methods
XI. Engagement protocols
XII. Communication and process barriers.

Guidance: Provide at least one (1) communication barrier and one (1) process barrier, and provide mechanisms or procedures to address the barriers you have identified.

Barriers to consumer engagement and participation Mechanism/Process to address this barrier
Communication barrier
Process barrier
XIII. How will information be managed?
XIV. Reporting

 

Task 2 – Investigating Client Needs

Draft a survey that will help you determine the following:

  • Social needs of indigenous people in your area
  • Whether current services offered by Rainbow Community Services are in line with these needs.
  • Areas of improvement in services offered by Rainbow Community Services.

Create at least one (1) question that will help you determine the social needs of indigenous people in your area.

Create at least one (1) question that will help you determine whether current services offered by Rainbow Community Services are in line with these needs.

Create at least one (1) question that will help you determine areas of improvement in services offered by Rainbow Community Services.

Guidance: You may use a variety of question types and formats (E.g. long answer question, multiple choice type, or Likert scale survey question, etc.)

Submit your survey to Mallory Colton, the Cultural and Language Interpreter of this project through email. She will be the one to review, finalise, and disseminate the survey to the indigenous community members.

For the purpose of this assessment, you are not required to send an actual email.

 

Task 3 – Collaborating with Other Services and Networks

1.  Using the outcomes of the survey provided in Task 2, undertake research in your area for at least two (2) services and at least two (2) networks that may help Rainbow Community Services in addressing the needs of the indigenous community members for education, economic development, and employment support.

Guidance: You may undertake online and or offline research, including but not limited to:

  • Using search engines
  • Visiting local community service organisations
  • Visiting the community database in the local community library
  • Consulting with people you know in the industry.

If you are unable to source services/network in your area, you may undertake research within your state/territory.

Identify the service and network you were able to source and provide a short description of each.

If you sourced them online, include a link to the webpage containing an information about the service/network you identified.

OR

If you sourced them offline, include a scanned copy of a brochure or a similar document containing an information about the service/network you identified.

Use the table provided below to document your research.

 

2. This part of the assessment is a role play activity. In this activity, you are required to meet to consult and collaborate with representative personnel from the services and networks you have sourced from your research.

Specifically, this meeting aims to determine how Rainbow Community Services can work with these services and networks to address the needs of the indigenous community members for education, economic development, and employment support.

For this activity, you will need access to:

  • A video recording device (e.g. mobile phone with video and audio recording capabilities, web-cam of a laptop or a computer, digital camera, )
  • Three volunteers to play the following roles:
    • Representative personnel from the service (1) you sourced
    • Representative personnel from the service (1) you sourced
    • Representative personnel from networks (1) and (2) you

(For the purpose of this assessment the personnel representing networks 1 and 2 you sourced are the same)

You will play as the personnel representing Rainbow Community Services.

To document your successful completion of this assessment activity, you are to submit a video recording of the meeting. Your submission must not be more than ten (10) minutes in length.

 

 

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