Course Title: Manage quality of organisation's service delivery outcomes

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: BUSM6485C

Course Title: Manage quality of organisation's service delivery outcomes

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C6126 - Advanced Diploma of Disability

Course Contact : Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact

Name and Contact Details of All Other Relevant Staff

Contact: Renee Costa

Contact phone: +61 3 9925 0886

Contact email:

Nominal Hours: 90

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

Not applicable.

Course Description

This course describes the knowledge and skills required to manage quality assurance processes as required to maintain quality service outcomes in line with organisation policy in the community services industry. The skills described in this course may be applied across a range of community services workplace contexts.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCORG619D Manage quality of organisation's service delivery outcomes


1.Evaluate outcomes for clients accessing the service

Performance Criteria:

1.1Clearly state the service's philosophy, goals and objectives based on client service delivery and use to design criteria for evaluation
1.2Investigate and document the effects of services on all clients
1.3Monitor program quality according to relevant service and industry standards
1.4Use a range of appropriate processes to review client service outcomes
1.5Establish and use feedback mechanisms to involve all users of the service
1.6Establish mechanisms to provide clients with information about evaluation results
1.7Involve all relevant parties in evaluation processes
1.8Communicate information gained from the evaluation to relevant parties


2.Plan and implement changes/strategies to improve outcomes

Performance Criteria:

2.1Design and implement a plan to develop the quality of service with others
2.2Design and implement policies to foster quality service
2.3Provide information to relevant parties about the plan and the processes to be used
2.4Design a plan to develop the quality of service to ensure participation by all those involved
2.5Respond to and investigate complaints and use as feedback to improve outcomes
2.6Include in plan priorities, immediate goals and long term goals for improving quality of service
2.7Obtain or request required resources from appropriate sources


3.Ensure client service standards and codes of practice

Performance Criteria:

3.1Regularly communicate service criteria regarding quality to all stakeholders
3.2Establish procedures to check that appropriate practice is carried out
3.3Model and demonstrate good practice to all workers
3.4Provide information about good practice to all stakeholders
3.5Promote examples of good practice to workers
3.6Regularly remind workers of service standards and organisation expectations
3.7Confront issues with workers and develop a plan for improvement
3.8Promote a focus on outcomes for the client


4.Manage quality assurance processes

Performance Criteria:

4.1Undertake appropriate planning to ensure involvement of all parties in quality improvement processes
4.2Define continuous improvement processes and monitor their implementation to ensure quality client service delivery
4.3Implement processes to promote continuous improvement in the workplace
4.4Continuously evaluate outcomes of client services for impact on the local community

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

You will participate in workshop presentations, discussions and activities.  The workshops will focus on the common themes of coordination and management of quality services for people with disabilities at individual and agency levels, advocacy, networking and communication in a time of change in the field, and work across the community and related sectors. There will be planned professional discussions with the teaching team undertaken in your workplace so that you can provide direct workplace evidence of your roles, responsibilities and work practices as they align with the requirements of this course and the program as a whole.

Teaching Schedule


There will be ten workshops delivered in 2014. The workshops listed below will address this course:

Workshop number and dateTopic


March 2014

Program introduction - workshop schedule, assessment tasks and processes, study and work balance, workplace evidence


May 1st 2014

 Coordination of disability work including service delivery, particular client groups, current legislative and policy frameworks


May 29th 2014

Coordination of disability work (cont.), scheduling and planning individual workplace appointments,
10 2014 Units review - presentation of workplace research projects, evidence examples, identifying own professional development via 2014 study, and 2015 planning

Learning Resources

Prescribed Texts


Other Resources

During sessions you will be directed to relevant sources of current information. These will include your own workplace policy and practice documentation, federal, state and local government legislation and regulatory frameworks and websites, and websites for local, national and international organisations and universities.

Overview of Assessment

Assessment may include observations, questioning and evidence gathered from the workplace. In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on ’What if?’ scenarios.

Assessment Tasks

There will be three assessment tasks for this course. These tasks will also provide evidence across the other courses to be delivered in 2014.

1. Research and report: You will undertake a guided research, reflection and discussion on disability service delivery coordination and management in a time of change with the introduction and review of the National Disability Insurance Scheme (NDIS). Issues such as funding changes, quality of service delivery, staff roles and responsibilities and increased individual service delivery are critical and you will be required to reflect on how you, your teams and your service sites deliver supports to clients and, where appropriate, their families and carers.

2. Workplace assessment: your teacher/s will organise individual workplace appointments to occur in first and second semesters. These will be planned with you and the teacher in consultation. You will participate in planned targeted professional discussions and present workplace documentation and evidence on negotiated topics or in support of your other assessment task responses.

3. Workplace Project: Systemic Advocacy and Change - you will select a current issue in the disability or community sector. Working through a sequence of steps including identification and discussion of the origins of the issue, links to current policy and practice, research into the dimensions of the issue, solutions and strategies, and a "campaign" to advocate for change you will submit a written project, and deliver a presentation overview of your project.

Assessment Matrix

A detailed assessment matrix will be available from the course teacher/s

Other Information

Assessment Tasks Submission Cover Sheet
You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.
It is strongly advised that you attend all workshops in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.
You will receive verbal and written feedback by teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency. Information regarding student feedback can be found at:;ID=9pp3ic9obks7
Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. The Student progress policy can be found at:;ID=vj2g89cve4uj1
Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Information regarding application for special consideration can be found at:;ID=g43abm17hc9w
Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. For more information on this policy go to Academic Integrity Web site:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview