AN120505 – Social and Community Services Employees (State) Award

APPENDIX A - INDICATIVE COMPETENCIES

Indicative competencies of a Community Services Worker Grade 1 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	Has a good understanding of the mission and values of organisation. Knowledge of related work in other departments and work areas and outside organisations and other key areas. Has a sound working knowledge of relevant service or program delivery activities.
2. Leadership (supervisory/ professional and management)	Work is subject to immediate and direct supervision. Works collaboratively with team members and has contact with other departments to assist in ensuring resolution of service or program delivery problems. Demonstrates to other team members a high level of motivation and sustained discipline in order to assist in the provision of a high level of service or program delivery for clients with complex requirements. Provides feedback. Participates in the preparation of formal learning in respect to practical program delivery skills. Identifies areas where team members might benefit from further development.
3. Interpersonal Skills/ Communication	Contacts other departments and outside organisations on routine matters. Able to handle sensitive inquiries with tact and discretion. Refers more complex inquiries appropriately. Able to resolve conflicts related to relevant service or program delivery activities without assistance, subject to direct supervision.
4. Problem Solving	Understands and interprets complicated guidelines/procedures. Resolves problems. Responsible for own schedule, contacting senior staff to seek specialised help or notify progress of work.
5. Legislation/Standards/ Documentation	Adheres to: All relevant government legislation eg, OH & S, Disability Services Act, Disability Services Standards and Child Protection laws etc. Adheres to detailed and precise service delivery procedures and standards. Ensures work is performed to an appropriate standard. Understands and complies with organisational policies. Suggests changes to improve quality, including documentation, in own work area and makes agreed changes.
6. Service Delivery Support	Corresponds with external parties on routine inquiries. Maintains one or more diaries. Organises people to attend internal meetings, distributing agendas and supporting papers. Handles all filing of correspondence on specialised subjects. Prioritises mail for reply. Performs client support related administrative tasks.
7. (A) Accommodation/ Assists clients with needs	Residential Services Adheres to duty of care and procedural fairness principles. Supports client’s access to community services and/ or assists in organising outings.
And/Or	Gathers and disseminates information about community. Assists in researching and developing programs. Assists in facilitating client involvement in aspects of service delivery and policy development. In accordance with relevant legislation, and under direct supervision, administer medication as required
(B) Case Management/ Counselling & Education Services	Assists with service or program delivery, liaison and communication and problem solving with clients. Good understanding of the range of client requirements and an understanding of the client’s unique needs. Able to assess situations and make proposals regarding practical service or program delivery solutions available.
8. Experience/Qualifications	Minimum knowledge and experience is equivalent to HSC equivalent.

Indicative competencies of a Community Services Worker Grade 2 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	Has a good understanding of the mission and values of organisation. Knowledge of related work in other departments and work areas and outside organisations and other key areas. Has a sound working knowledge of relevant service or program delivery activities.
2. Leadership (supervisory/ professional and management)	Work is subject to general supervision. Works collaboratively with team members and has contact with other departments representing the team ensuring resolution of service or program delivery problems. Demonstrates to other team members a high level of motivation and sustained discipline to provide a high level of service or program delivery for clients. Provides coaching and feedback. Participates in the preparation of formal learning in respect to practical program delivery skills. Identifies areas where team members might benefit from further development.
3. Interpersonal Skills/ Communication	Contacts other departments within the organisation on non-routine matters and outside organisations on routine matters. Able to handle sensitive inquiries with tact and discretion. Refers more complex inquiries appropriately. Able to resolve conflicts related to relevant service or program delivery activities without assistance under general supervision.
4. Problem Solving	Understands and interprets complicated guidelines/procedures. Resolves problems requiring the practical application of theory. Responsible for own schedule, contacting senior staff only to seek specialised help or notify progress of work.
5. Legislation/Standards/ Documentation	Adheres to: All relevant government legislation eg, OH & S, Disability Services Act, Disability Services Standards and Child Protection laws etc. Adheres to detailed and precise service delivery procedures and standards. Evaluates own work to ensure standards are met. Understands and complies with legislation and standards in accordance with organisational policy Suggests changes to improve quality, including documentation, in own work area and makes agreed changes.
6. Service Delivery Support	Corresponds with external parties on non-routine inquiries. Maintains one or more diaries. Organises people to attend internal meetings, distributing agendas and supporting papers. Handles all filing of correspondence on specialised subjects. Prioritises mail for reply. Performs complex client support related administrative tasks.
7. (A) Accommodation/ Residential Services	Assists clients with needs that require employees to be experienced. Clients typically have complex requirements. Adheres to duty of care and procedural fairness principles. Supports client’s access to community services and/or assists in organising outings
And/Or	Gathers and disseminates information about community. Assists in researching and developing programs. Facilitates client involvement in aspects of service delivery and policy development. In accordance with relevant legislation, and under general supervision, administer mediation as required
(B) Case Management/ Counselling & Education Services	Undertakes service or program delivery, liaison & communication with clients during complex problem resolution involving multiple service or program delivery methods. Good understanding of the range of client requirements and an understanding of the client’s unique needs. Makes recommendations regarding the full range of practical service or program delivery solutions available.
8. Experience/Qualifications	Minimum knowledge and experience is equivalent to Certificate III in Welfare Studies.

Indicative competencies of a Community Services Worker Grade 3 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	Has a working knowledge of the mission and values of the organisation. Detailed knowledge of related work in other departments and how it impacts service delivery. Has extensive knowledge of the full range of community and welfare service or program delivery activities.
2. Leadership (supervisory/ professional and management)	Work is subject only to general supervision. May lead a small team or group. Identifies learning and development needs of team members. Assists with the formal supervision and practical learning of less experienced team members. Assists in prioritising others work. Provides a high level of service or program delivery for clients with a variety of complex requirements.
3. Interpersonal Skills/ Communication	Deals regularly with correspondence or inquires from other agencies and/or external bodies. Can assist others to resolve conflict. Effectively collaborates and networks effectively with allied services.
4. Problem Solving	Provides a reference point based on expertise gained through years of experience and/or qualifications. Advice and assistance is provided for using precedent and knowledge of past complex issues. Using mature judgement able to interpret agency policy within guidelines. Participates in providing solutions to complex management problems associated with specific areas of responsibility.
5. Legislation/Standards/ Documentation	Adheres to: All relevant government legislation eg, OH & S, Disability Services Act, Disability Service Standards and Child Protection laws etc. Recommends changes to quality procedures, including documentation, and standards that impact across other work areas. Understands and complies with legislation and standards in accordance with organisational policy. May be required to conduct training.
6. Service Delivery Support	Prepares reports for management where liaison with other areas is involved. Develops complex filing and classification systems. Deals with correspondence. May assist with preparation of public relations material and event/launch preparation or may assist with the implementation of fundraising plans. May administer departmental budgets, manage small projects and administer large projects
7. (A) Accommodation/ Residential Services	Assists clients with a variety of complex requirements. Adheres to duty of care and procedural fairness principles. Supports clients’ access to community services and/or assists in organising outings.
And / Or	Gathers and disseminates information about community facilities to clients and community educators. Assists with the research, development and evaluation of programs. Administers medications
(B) Case Management/ Counselling & Education Services	May coordinate day-to-day operations. Undertakes service or program delivery, liaison & communication with clients in respect to a variety of complex problem resolutions involving multiple service or program delivery methods. Sound working knowledge of the range of client requirements and an understanding of the client’s unique needs. Provides complex education opportunities for clients. Makes recommendations regarding the full range of practical service or program delivery solutions available.
8. Experience/Qualifications	Desirable qualifications are equivalent to Tertiary certificate eg. Associate Diploma or post-trade (skilled) qualifications requiring knowledge of theoretical principles OR equivalent work experience.

Indicative competencies of a Community Services Worker Grade 4 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	Has a comprehensive understanding of the mission and values of the organisation including historical context. Has a comprehensive knowledge of the full range of service or program delivery activities and a sound working knowledge of client requirements and stakeholder relationships.
2. Leadership (supervisory/ professional and management)	Provides formal operational supervision of a team. Ensures learning and development needs of team members are identified. Ensures time and resources are available for learning and development. Observes team member’s work, assesses performance and evaluates team member’s knowledge of relevant techniques and legislation and organisation requirements.
3. Interpersonal Skills/ Communication	Drafts letters/reports on complicated issues where some liaison with other departments is involved. Prepares complex management reports. Effectively handles complex, sensitive inquires from a range of people including professionals. Is an effective management team member. Conduct training sessions, and ensures currency and relevance of material and resources.
4. Problem Solving	Provides problem solving expertise on a wide range of issues. Applies advanced problem solving and decision making tools. Using mature judgement able to interpret sector wide programs policy within guidelines.
5. Legislation/Standards/ Documentation	Ensures adherence to all relevant legislative requirements eg. OH&S, Disability Services Act, Disability Services Standards and Child Protection laws etc. Actively promotes and delivers programs ‘with and through’ people and other organisations. Ensures delivery of services within the guidelines provided by the organisation. Contributes to the development of new programs relevant to the area or local community. Recommends changes to quality procedures, including documentation, and standards that impact across own or other work areas. Implements approved recommendations.
6. Service Delivery Support	Assists with review and/or development, implementation and monitoring of specific functional policies and procedures. Develops and/or implements new administrative systems. Prepares reports for management. Demonstrates confidentiality with correspondence relating to sensitive issues. Gives standard presentations. Deals with non-routine correspondence from other agencies, bodies, client managers, and company managers. Develops public relations material and undertakes event/launch preparations. May manage small projects and administer large projects. Inputs to budget preparation, monitors cost controls and takes appropriate action as necessary.
7. (A) Accommodation/ Residential Services	Manages the operations for a single location. Management of a mix of other roles up to CSW Grade 3 within a single location. Ensures duty of care and procedural fairness principles are observed. Ensures client’s personal care needs are met and they have access to community services.
And/Or	Arranges formal medication assessments as required. Ensures that adequate supplies and equipment are available to meet planned requirements and remedies deficiencies. Signs and takes responsibility for payroll, stores, equipment replacements. Negotiates minor contracts. Administers approved budget. Submits regular progress reports.
(B) Case Management/ Counselling & Education Services	Ensure effective service or program delivery, liaison and communication with clients in respect to the full range of problem resolutions involving multiple service or program delivery methods. Sound working knowledge of the range of client requirements and ensures that the unique needs of clients are understood and appropriate practical solutions are provided. Ensures effective education assistance is provided. Ensures information about community facilities is available to clients and community educators.
8. Experience/Qualifications	Equivalent to higher diploma or 3 year degree or equivalent work experience.

Indicative competencies of a Community Services Worker Grade 5 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	A comprehensive understanding of the organisation including: philosophy, mission and values, Services, Policies and procedures, how external agencies relate to, and are integrated with, the overall organisation’s Mission and Organisation Plans. Understands the role and organisation of other providers, relevant government bodies, legislation and relevant legal requirements.
2. Leadership (supervisory/ professional and management)	Effective leadership of multiple teams OR effectively perform as team member OR able to work independently as a sole operator. Performs professional level tasks with a thorough and advanced competence. Effective leadership of change. Develops work group plans. Ensures deadlines and service standards are met.
3. Interpersonal Skills/ Communication	Superior verbal and written communication. Capacity to express ideas effectively in individual and group situations. High degree of interaction with peers and team members including mentoring and peer support. Influence and liaise professionally with others across the organisation and with professionals of external organisations. Negotiates professional matters.
4. Problem Solving	Investigates specific current professional/technical knowledge and applicability to requirements. Exercises judgment to assess situations and recommend effective solutions to specific issues. Identifies issues requiring innovative or creative solutions. Assists in the development and implementation of such solutions. Involved in research and evaluation of the impact of research for systems, interventions, programs and services.
5. Legislation/Standards/ Documentation	Ensures compliance with relevant legislation and standards eg, OH&S, Disability Services Act, Disability Services Standards and Child Protection laws etc. Meets assigned deadlines and agreed program/service delivery standards and may participate in the review and development of standards and associated documentation. Participates in peer review in relation to other programs/service outcomes.
6. Service Delivery Support	Has substantial professional knowledge of relevant organisation and government policies and programs. Plans, develops and/or reviews components of systems, business plans, projects, policies and programs. Ensures effective preparation and administration of budgets. Ensures effective administration including purchases, equipment, payroll, budget preparation.
7. (A) Accommodation/ Residential Services	Manages the operations for 2 or more locations, including the management of a mix of roles up to CSW Grade 4 performing similar activities.Ensures duty of care and procedural fairness principles are observed. Ensures client’s personal care needs are met and they have access to community services.
And/Or	Organises formal medication assessments. Ensures that adequate supplies and equipment are available to meet planned requirements and remedies deficiencies. Signs and takes responsibility for payroll, stores, equipment replacements. Negotiates medium sized contracts. Submits regular progress reports.
(B) Case Management/ Counselling & Education Services	In depth knowledge of a number of diverse practice areas and is capable of effective interventions. Has an explicit knowledge of a number of assessment, interventions and service delivery areas. Draws on a number of methodologies and techniques, to achieve successful outcomes. Deals with enquiries from, and follows up, straight forward professional issues with relevant stakeholders. Handles complex case management. Develops service delivery agreements with senior professionals and clients for the achievement of particular goals and participates in and leads professional team meetings as necessary.
8. Experience/Qualifications	Has a degree or equivalent in a relevant professional area and/or Substantial professional experience in relevant field.

Indicative competencies of a Community Services Worker Grade 6 position include:

Unit Of Competence	Element Of Competence
1. Organisational Knowledge	A comprehensive understanding of the organisation including: philosophy, mission and values; Services, Policies and procedures, how external agencies relate to, and are integrated with, the overall organisation’s Mission and Organisation Strategic Plans. Understands the various environments in which the organisation operates eg, social, financial, political etc. Understands the objectives of the organisation and the financial imperatives under which it operates. Understands related State, national and international organisations.
2. Leadership (supervisory/ professional and management)	Provides technical leadership of other people classified at a lower grade involved in complex program/service/project delivery and/or systems work. Monitors progress and ensures program/project delivery agreements are met. Responsible for the development of team members. Or Individually, or as a team member, undertakes complex and/or medium size programs/service/projects delivery and/or administers complex systems requiring advanced experience at either the Principal Specialist level in a sub discipline, or, at the Starting Specialist level in a discipline.
3. Interpersonal Skills/ Communication	Able to influence relevant professional and management on the more complex and sensitive issues. Collates relevant information and conducts effective presentations to internal/external organisations. Pro-actively identifies opportunities for, develops and maintains long term, effective service delivery relationships. Initiates and/or encourages actions which meet/exceed service delivery expectations.
4. Problem Solving	Identifies problems with the potential to adversely impact on major service delivery areas and identifies options. Uses advanced professional/technical practices to solve problems. Provides appropriate reports and recommendations to management and relevant groups as required. Investigates specific current professional/technical knowledge and applicability to requirements. Writes and researches relevant professional/technical material. Conducts cost/benefit analyses, evaluates alternatives and recommends solutions. May formulate evaluation review process and technical research.
5. Legislation/Standards/ Documentation	Assists in the resolution of major or atypical, complex legislation, standards, including documentation, issues that impact across the organisation. Participates in the alignment of practices with legislation, standards and relevant organisation policies.
6. Service Delivery Support	Utilising specialist level skills, integrates the relevant components of Commonwealth and State government legislation, policies and programs with specific systems, business plans, policies and programs. Undertakes complex administrative systems, business plans, projects, policy and program development and/or review. Assists with strategic system, project planning, policy and program development and/or review work.
7. (A) Accommodation/ Residential Services	High level of responsibility for and/or involvement in the management of the operations for multiple complex services environments or large complex facility. Management of a mix of roles up to CSW Grade 5 spread over a number of locations and where the provision of services are complex, or located at a large complex facility.
And/Or	Ensures duty of care and procedural fairness principles are observed. Ensures client’s personal care needs are met and they have access to community services. Ensures effective education assistance is provided. Ensures information about community facilities is available to clients and community educators. Performs formal medication assessments.
(B) Case Management/ Counselling & Education	Services Consulted by others in area of professional knowledge. Provides professional services in circumstances requiring effective coordination of complex issues eg. legal. Undertakes professional practice supervision. Is consulted by other professionals on complex cases, providing advice and training. Deals with enquiries from, and follows up complex technical/ professional issues with relevant organisations, including State, national and international organisations. Coordinates the implementation of specific assessment and intervention activities and resolves problems with other areas of the organisation. Manages complex referral issues.
8. Experience/Qualifications	Desirable to have post graduate experience in a relevant field. May have post graduate qualifications in a related specialist area. Has complex evaluation, assessment, intervention and Program experience.

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