CMP01 Compliance in early childhood(CHCECE044, CHCECE053, CHCECE049)
CMP01 Compliance in early childhood(CHCECE044, CHCECE053, CHCECE049)
Workplace Observation Assessment
Workplace Observation Assessment
Student name Student email address Workplace Supervisor name Workplace Supervisor contact number Workplace Supervisor email address Workplace Supervisor title Workplace Supervisor Qualification Diploma in Early Childhood Education and Care
Other Qualification (specify below)
Other Qualification (Industry relevant) Unit Code and Title CMP01 Compliance in early childhood
About this Assessment
This assessment is designed to assess your knowledge and skills to:
Facilitate compliance in an education and care service
Embed environmental responsibility in service
Respond to grievances and complaints about the service
There are individual instructions for each task and part.
Assessment resource requirements
To complete this Workplace Assessment, you must ensure you have:
Access to the appropriate resources:
Computer, printer, internet, and email software
Microsoft Word or a similar program
A workplace environment and volunteers in the workplace to role play as staff and stakeholders of a service
Access to the templates and supporting documents
The following assessment includes the use of a simulated childcare centre called Little.ly Early Learning Centre: www.littlely.eduworks.com.au. Refer to the table below for login details.
Little.ly Early Learning Centre
The following assessments include the use of a simulated childcare centre called Little.ly Early Learning Centre: www.littlely.eduworks.com.au.
The simulated business has been developed based on real childcare centres and you should familiarise yourself with the services, employee structures and templates located in the Educator Hub tab.
To access the site please click on this link:
www.littlely.eduworks.com.au and click on the Educator Hub Login
Username: FE.Student
Password: FE.Student01
If you have any questions on how to navigate the simulated business, please refer back to your induction module at the start of the course to the Little.Ly Early Learning Centre Guide.
Task 1: Facilitate compliance in an education and care setting
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For this part of the assessment, you must prepare a team for assessment, conduct a self-assessment of the service, and develop a quality improvement plan.
Task 1 Instructions
You are the Assistant Director at Little.ly Early Learning Centre, and you received notification from the Regulatory Authority on 21 June, 20XX that your service is beginning the assessment process. The letter explains that the quality improvement plan is due in three weeks and the assessment visit will be conducted within the next six weeks.
You have been asked to assist with preparing the team for assessment, conducting a self-assessment, and developing a quality improvement plan.
The service has only been in operation for one year, and the administration and education teams are new to it. Many team members have not previously worked in early childhood education and care, so they are not familiar with how to apply the National Quality Standards to the assessment process.
Please note: For this task, where you require consultation and discussion with stakeholders and staff, your colleagues within your workplace can play the role of stakeholders and staff.
This task has three parts:
Part A: you must prepare the team for assessment by writing an email memo that outlines advice about the assessment visit, the National Quality Framework, and the assessment process. You will need to do this within one (1) week of receiving the notification. You must also schedule meetings with stakeholders and staff to ensure adequate preparation.
Part B: you must contribute to the self-assessment of the service. You have been tasked to complete the assessment for Quality Areas 3 and 7. During this visit, you will go to all rooms of the service, speak with team members, and document strengths and areas for improvement.
Part C: using the information you collect during the self-assessment and collaboration with your colleagues, you must develop a quality improvement plan based on the two quality areas (3 and 7). You are required to document your quality improvement plan in the quality improvement plan template.
Task resource requirements
Colleagues in each room (engage in conversations and questioning)
Access to a computer, printer, the internet and email software (if required)
Access to Microsoft Word (or a similar program)
Access to a workplace environment
Self-Assessment Template (provided as a supporting document)
Service Quality Improvement Plan
Part A: Prepare the team
-259080-25590500Task overview
For this part of the assessment you are required to prepare the team for assessment by writing an email memo that provides advice about the assessment visit, the National Quality Framework, and the assessment process. You must also schedule meetings with stakeholders and staff to ensure adequate preparation.
Part A Instructions
To prepare the team for assessment, you must:
Write an email memo that you will distribute before the meeting via email or a written memo:
Provides details of the assessment visit such as date and time of visit
Supports staff understanding of the NQF and other legislation and regulations relevant to the service
Details the requirements of the assessment and rating process
Provides clear information about the requirements for the individual and the team when the visit occurs.
Schedule meetings with stakeholders and staff to ensure there is adequate time for preparation and send calendar invitations to all staff inviting them to attend the meetings. You are required to set up at least one (1) meeting with at least two (2) staff members and two (2) stakeholders.
Email memo
Write an email memo following the below template. Ensure the memo is written clearly and concisely and with adequate explanation for staff to understand their roles and responsibilities.
Sent by: Date sent: Dear staff,
We have received notification from the Regulatory Authority that our service is beginning the assessment process. As a result, we will be preparing for the assessment in the coming weeks. Please find below the relevant information about this process and your requirements.
Details of the assessment visit
Include the date and time of the visit, resources that will need to be prepared beforehand, and a description of the normal process for the visit.
The National Quality Framework
Provide an overview of the National Quality Framework, including any laws or regulations that are relevant to the service for the assessment process.
The National Quality Standard (NQS)
Provide an overview of the standards for each quality area and how it relates to the service.
Assessment and rating process
Summarise the assessment process, including the steps, levels of rating, and how the services rating is determined.
Requirements from the individual and the team when the visit occurs
Summarise how they should prepare for the visit and what their team responsibilities are.
Meeting schedule
Detail the meeting schedule you have created to ensure staff have adequate time and guidance to prepare for the assessment visit (which could be any time between 28 June and 19 July, 20XX).
You may use any one (1) of the following ways to communicate:
Upload a copy of the calendar invitations you sent to all staff inviting them to the meetings you scheduled. Title the attachment: CMP01_WOA_1A
Written memo asking the staff to attend the meeting
Part B: Self-assessment
-259080-25590500Task overview
For this part of the assessment, you are required to facilitate a self-assessment visit to the service with a focus on two quality areas (Quality Areas 3 and 7).
Part B Instructions
During this visit, you will go to all rooms of the service, observe practices related to the quality areas and document your findings in the self-assessment template (below in this section).
You will be required to:
Determine ways to collect information from staff, children, families and the community to inform self-assessment on a regular ongoing basis
Share ideas with colleagues and involve them in the collection of information to inform self-assessment
Speak with team members and ask questions related to these quality areas and how they currently embed required practices into their service operations. You will need to document examples of the practices you observe that align with the element of the NQS in the self-assessment template
Document strengths and areas for improvement in the self-assessment template
Question 1
Discuss how you collaborated with colleagues, children, families and the community when undertaking the self-assessment. Include in your discussion:
What methods you used to collect information from colleagues, children, families, and the community
How you shared your ideas with your colleagues and collaborated with them in the information collection process
(Student to complete the template below)
Self-assessment template
This template is used to self-assess the service against the National Quality Standard.
Student name Centre name Supervisor name Date completed Quality Area 3: Physical Environment
Standard 3.1 Design: the design of the facilities is appropriate for the operation of a service
Element Identified practice/evidence from self-assessment. Met Not met
3.1.1 Fit for purpose: Outdoor and indoor spaces, buildings, fixtures and fittings are suitable for their purpose, including supporting the access of every child.
3.1.2 Upkeep: Premises, furniture and equipment are safe, clean and well maintained.
Standard 3.2 Use: The service environment is inclusive, promotes competence and supports exploration and play-based learning.
Element Identified practice/evidence from self-assessment. Met Not met
3.2.1 Inclusive environment: Outdoor and indoor spaces are organised and adapted to support every child's participation and to engage every child in quality experiences in both built and natural environments.
3.2.2 Resource support play-based learning: Resources, materials and equipment allow for multiple uses, are sufficient in number, and enable every child to engage in play-based learning.
3.2.3 Environmentally responsible: The service cares for the environment and supports children to become environmentally responsible.
Service strengths that align with this standard that you recommend identifying as strengths in the Quality Improvement Plan. Areas for improvement that you recommend identifying as goals in the Quality Improvement Plan. Quality Area 7: Governance and leadership
Standard 7.1 Governance: Governance supports the operation of a quality service.
Element Identified practice/evidence from self-assessment. Met Not met
7.1.1 Service philosophy and purpose: A statement of philosophy guides all aspects of the services operations.
7.1.2 Management systems: Systems are in place to manage risk and enable the effective management and operation of a quality service.
7.1.3 Roles and responsibilities: Roles and responsibilities are clearly defined, and understood, and support effective decision making and operation of the service.
Standard 7.2: Effective leadership builds and promotes a positive organisational culture and professional learning community.
Element Identified practice/evidence from self-assessment. Met Not met
7.2.1 Continuous improvement: There is an effective self-assessment and quality improvement process in place
7.2.2 Educational leadership: The educational leader is supported and leads the development and implementation of the educational program and assessment and planning cycle.
7.2.3 Development of professionals: Educators, coordinators and staff members performance is regularly evaluated and individual plans are in place to support learning and development.
Service strengths that align with this standard that you recommend identifying as strengths in the Quality Improvement Plan. Areas for improvement that you recommend identifying as goals in the Quality Improvement Plan. Check for accuracy of required documents
Complete the checklist of service policies required for assessment and service operation under the regulations. If there are any policies not able to be located, identify these as goals in your quality improvement plan. Centre has this document
Yes No
Health and safety policies and procedures including:
Delivery and collection of children
Excursions
Refusal of authorisation for a child to leave the service
Dealing with infectious disease
Dealing with medical conditions
Emergency and evacuation
Health and safety policies and procedures that cover:
Nutrition
Food and beverages
Dietary requirements
Sun protection
Sleep and rest for infants and children
Water safety
The administration of first aid
Incident, injury, trauma and illness
A child-safe environment
Staffing policies and procedures, including:
A code of conduct
Determining the responsible person present
The participation of volunteers and students
Relationships with children policies and procedures, including:
Interactions with children
Service management policies and procedures, including:
Governance and management of the service
Confidentiality of records
Enrolment and orientations policy
Payment of fees policy
Dealing with complaints policy
Accurate, up-to-date and active Quality Improvement Plan
Share your self-assessment with the team and seek feedback.
Once you have filled the above form and completed your self-assessment, seek feedback on the assessment from a colleague. Document the feedback here.
Part C: Quality Improvement Plan
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For this part of the assessment, you must develop a quality improvement plan (QIP) using the template provided (below in this section).
Part C Instructions
To facilitate the development of the Quality Improvement Plan (QIP), you must:
Use the information collected in the self-assessment template (from Part A) to inform the quality improvement strategies and goals.
Arrange for your supervisor to observe you performing the following role play:
Collaborate with colleagues to identify strengths and key improvements and determine how improvements will be documented in the QIP to complete this task, you must arrange a meeting with a minimum of two (2) colleagues and complete the Meeting Minutes template (provided below) to report what was discussed.
Note: Both colleagues must complete the Participant Feedback template provided(located in your Course attachments zip). Your supervisor must complete the observation checklist provided below.
Document all the required information in the below QIP template.
Plan regular collaboration between stakeholders to review the QIP.
Complete the questions below as you work through the required tasks.
Question 1
What are the key improvements identified from the self-assessment?
Question 2
Explain how these key improvements will be reflected in the QIP.
Quality Improvement Plan
Student name Service name Supervisor name Date completed Quality Area 3: Physical environment
Element number
For example: 3.2.1 Issue identified during self-assessment What outcome or goal do we seek? Priority
Low, medium, or high How will we get this outcome?
List the steps the service will take to achieve this goal. Success measure
Explain what achievement looks like. By when?
Date to be achieved. Progress notes
Write at least one note on progress towards this goal.
Quality Area 7: Governance and leadership
Element number
For example: 7.2.1 Issue identified during self-assessment What outcome or goal do we seek? Priority
Low, medium, or high How will we get this outcome?
List the steps the service will take to achieve this goal. Success measure
Explain what achievement looks like. By when?
Document a date to be achieved. Progress notes
Write at least one note on progress towards this goal.
Question 3
a. Identify the stakeholders you involved and explain how you collaborated with them to identify the key improvements listed in the above QIP.
b. Complete the following meeting minutes to evidence your collaboration.
Meeting Minutes template
Date and time of meeting Participants Purpose of meeting Main points of discussion
Outline the main points of the discussion, who contributed, and what was said about each outcome Outcomes of the meeting
Discuss what was decided about each outcome and any required actions by stakeholders
Question 4
Create a plan for regular collaboration between stakeholders to review the QIP.
Include the number of reviews required and the time frames for each. Use many rows as you see fit.
Collaboration Plan template
Review Purpose Date
1 2 3
(Workplace Supervisor to complete below Observation Checklist)
Observation Checklist
Meet with colleagues to identify strengths and key improvements and determine how improvements will be documented in the QIP
Your supervisor will need to observe you meeting with your colleagues.
Instructions: Please tick Yes or No for each item in the list below Yes No
During the learning experience, did you observe the student: Explain the purpose of the meeting
Second attempt (if first was not satisfactory)
Collaborate effectively with colleagues to identify the services strengths from the self-assessment
Second attempt (if first was not satisfactory)
Collaborate effectively with colleagues to identify key improvement areas from the self-assessment
Second attempt (if first was not satisfactory)
Seek colleagues feedback on the self-assessment outcome
Second attempt (if first was not satisfactory)
Seek colleagues input on strategies for implementing improvements
Second attempt (if first was not satisfactory)
Use active listening and questioning techniques to elicit the views of colleagues and to clarify and confirm information
Second attempt (if first was not satisfactory)
Create a workable quality improvement plan
Second attempt (if first was not satisfactory)
Create a workable plan for regular collaboration with stakeholders to review the quality improvement plan
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
Assessor Overall Feedback
Satisfactory
Not Satisfactory
Date: Date: Comments:
Task 2: Embed environmental responsibility in service
-259080-25590500Task overview
This task requires you to embed environmental responsibility in a service by developing and implementing a plan.
Task 2 Instructions
This task has three parts:
Part A Investigate Current Environmental Practices: you will need to conduct your own research about contemporary environmental responsibility practices and consult with your colleagues to complete the Understanding Current Environmental Responsibility Practices template. Your supervisor will need to confirm you consulted with your colleagues by signing the meeting minutes.
Part B Design, Implement and Evaluate an Environmental Responsibility plan: using the information you collected in Part A, you will need to design an environmental responsibility plan to further promote environmental responsibility in the service. You will then need to implement the plan in the service and evaluate its effectiveness. Your supervisor will need to complete an observation checklist to confirm the implementation and evaluation.
Part C Plan and Facilitate Children's Learning About Environmental Responsibility: this task requires you to design a learning experience for children that improves their experience and understanding of the natural environment and develops their environmental sustainability skills. You must also engage with children in this space and facilitate their learning, thinking and idea creation.
Task resource requirements
At least one colleague to consult with about the current practices of the service related to environmental responsibility
The service leader to consult with about the current practices of the service related to environmental responsibility
Access to Microsoft Word (or a similar program)
Access to a workplace environment
Access to the service policies and philosophy
Understanding current environmental responsibility practices template (provided as a supporting document)
Planning for enhanced environmental responsibility in an education and care service template (provided as a supporting document)
Plan, implement and evaluate childrens learning about environmental responsibility template (provided as a supporting document).
Part A: Investigate current environmental practices
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For this part of the assessment you are required to investigate current environmental practices to identify opportunities for improvement. This will then inform the plan you design and implement in Part B.
Part A Instructions
Research contemporary environmental responsibility practices
Review the service operations in line with the contemporary practices
Consult with colleagues in the service to identify opportunities for improvement
Complete the sections below
Investigating current environmental responsibility practices
1. Research contemporary environmental responsibility practices and discuss your findings. What are the new trends, and are there any new developments in research that will affect childcare services? Identify three (3) environmental responsibility practices you found during your research.
2. Consult with the centre leader about the services current environmental responsibility practices. Identify at least two (2) practices the service is implementing for each of the below areas of sustainability.
Sustainability area Practices the service is implementing
Curriculum Biodiversity Eco-friendly material usage Eco-literacy for children Energy Water Natural environment Recycling and upcycling Toxins Waste, including food waste 3. Read Little.Lys dservice philosophy, policies and procedures in relation to environmental responsibility and summarise the contents.
4. Are service operations aligned with the contemporary environmental practices you researched? Explain why or why not.
5. Consult with two (2) colleagues and discuss your findings from the above questions with them. You will also need to collaborate with your colleagues to identify:
Potential changes in the service philosophy, policies and procedures related to environmental responsibility
Improvements to environmental responsibility practices within the service
Detail your discussions with your colleagues and the changes and improvements you all agreed on in the below meeting minutes. You will need to implement the improvements you identified in the environmental responsibility plan in Part B.
Your supervisor will need to sign the minutes to confirm the consultation has taken place.
Part B: Design, implement and evaluate an environmental responsibility plan
-259080-25590500Task overview
For this part of the assessment you are required to design, implement and evaluate an environmental responsibility plan.
Part B Instructions
For this part of the assessment, you are required to:
Design an environmental responsibility plan for the service:
Use the review and consultation you completed in Part A to inform your plan
Develop strategies that encourage the participation of both adults and children in the services sustainable practices
Identify and include ways to evaluate improvements in environmental responsibility within the service
Implement the environmental responsibility plan:
Investigate how children and adults have been engaging with the plan
Encourage children to engage in environmentally responsible practices with families and community outside the service
Evaluate the implementation of the plan:
Use feedback and critical reflection to inform changes and improvements to the plan
Share the outcomes and evaluation of the plan with your supervisor
1. Design an environmental responsibility plan
Use the below template to record three (3) commitments to improve environmental responsibility in service operations, with strategies to meet these commitments.
Commitment one
Goal Why is it needed? Who will implement it? Resources required Strategies to meet the goal
Include at least two (2) strategies that encourage the participation of both adults and children. Timeline
When will the plan be reviewed? Review date How will the plan be reviewed?
What are the success measures to evaluate improvements? Commitment two
Goal Why is it needed? Who will implement it? Resources required Strategies to meet the goal
Include at least two (2) strategies that encourage the participation of both adults and children. Timeline
When will the plan be reviewed? Review date How will the plan be reviewed?
What are the success measures to evaluate improvements? Commitment three
Goal Why is it needed? Who will implement it? Resources required Strategies to meet the goal
Include at least two (2) strategies that encourage the participation of both adults and children. Timeline
When will the plan be reviewed? Review date How will the plan be reviewed?
What are the success measures to evaluate improvements?
2. Implement the environmental responsibility plan
You will need to coordinate with your supervisor and colleagues to implement the plan for one (1) of the commitments/goals you identified above.
Use the below template to record details of the implementation process.
Implementation record
Goal
Which goal did you implement? What strategies did you implement to meet the goal? Discuss how children and adults were engaging with these strategies.
Use observation and discussions with colleagues and children to investigate how they were engaging with the plan. How did you encourage children to implement these strategies at home and in the community?
(Workplace Supervisor to complete this Observation Checklist)
Observation Checklist
Instructions: Please tick Yes or No for each item in the list below Yes No
During the implementation of the plan, did you observe the student: 1. Encourage children to engage in environmentally responsible practices with families and the community outside the service by, for example:
Using newsletters to communicate sustainable practices that can be transferred into the home
Engaging in intentional teaching, with clear connections between classroom activities and home life
Verbally discussing with children how they can take home some of the practices they use in the practice
When practising sustainable practices, verbally reinforce its relevance to home and community life
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace SupervisorIt is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
3. Evaluate the environmental responsibility plan
You will need to seek feedback from the children in the service and your colleagues to evaluate the plans success.
Use the below template to record your evaluation of the plan and have your supervisor complete the observation checklist to confirm you completed the tasks.
How did you obtain feedback from the children and your colleagues? What was the feedback from your colleagues and the children about the services environmental practices? Evaluate the outcome of the implementation.
How is it going? Is it successful? What changes or improvements can be made to the plan based on this feedback and reflection?
Identify at least two (2) changes and/or improvements.
(Workplace Supervisor to complete this Observation Checklist)
Observation Checklist
Instructions: Please tick Yes or No for each item in the list below Yes No
During the evaluation of the plan, did you observe the student: 1. Seek feedback from children and adults about the services practices
The student could have used verbal communication, feedback forms, or informal emails to seek feedback from children and adults. The student must use a structured approach with pre-prepared questions about the plans effectiveness.
Second attempt (if first was not satisfactory)
2. Make changes and improvements to the plan using the feedback collected and critical reflection
Compile feedback and analyse common points
Consider the outcomes of the critical reflection above and compare this to the feedback
Identify the required changes based on these outcomes
Implement the changes to the original strategy and redraft the plan
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
4. Share the outcomes and evaluation of the environmental responsibility plan with your supervisor
You will need to share the outcomes and evaluation of the environmental responsibility plan with your supervisor. Talk them through the templates you completed, and discuss how you could implement the changes or improvements to the plan.
Detail below the key points of this discussion and have your supervisor sign the completed document.
Supervisor confirmation
By signing this document, you are confirming the student:
Shared the outcomes and evaluation of their plan with you and the above recollection of the discussion is accurate
Supervisor name Supervisor signature Date *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
Part C: Facilitate children's learning about environmental responsibility
-259080-25590500Task overview
In this task, you are required to observe three (3) practices that demonstrate childrens understanding of environmental responsibility, and then create and implement a learning experience that will enhance childrens environmental responsibility.
Part C Instructions
For this part of the assessment, you are required to:
Observe three (3) practices that demonstrate childrens understanding of environmental responsibility (e.g. a child using the recycle bin for paper waste).
Complete the observation template (below)
Implement a learning experience where you will collaborate with the children to enhance their environmental responsibility. During this learning experience, you must:
Develop innovative strategies that will promote environmental responsibility
Support children to take the lead in identifying practices that are environmentally responsible at the service
Encourage children to exchange thoughts and ideas
Develop ways to embed environmentally sustainable practices in daily practices and ensure this occurs
Encourage children to learn about and incorporate Aboriginal and Torres Strait Islander peoples environmental responsibility practices
Your supervisor will need to complete the observation checklist to confirm you have met the requirements of the learning experience implementation
(Student to complete this Observation Template)
1. Observation template
Observation one
Date of observation Details of practice
How does this practice demonstrate childrens understanding of environmental responsibility?
Observation two
Date of observation Details of practice
How does this practice demonstrate childrens understanding of environmental responsibility?
Observation three
Date of observation Details of practice
How does this practice demonstrate childrens understanding of environmental responsibility?
(Workplace Supervisor to complete this Observation Checklist)
2. Implement learning experience to enhance childrens environmental responsibility
Your supervisor will need to observe you implement the learning experience you created to enhance childrens environmental responsibility.
Instructions: Please tick Yes or No for each item in the list below Yes No
During the learning experience, did you observe the student: a. Consult with children to develop innovative strategies that will promote environmental responsibility
Ensure children have the opportunity to discuss their ideas about sustainable practices and use intentional quesitoning techniques to prompt their learning.
Second attempt (if first was not satisfactory)
b. Support children to take the lead in identifying practices that are environmentally responsible at the service
Provide opportunities for children to lead the discussion and brainstorm their ideas for environmental practices.
Second attempt (if first was not satisfactory)
c. Encourage children to exchange thoughts and ideas
Use active listening and open-ended questioning techniques to ensure children feel supported to share their ideas and thoughts with both you and the other children.
Second attempt (if first was not satisfactory)
d. Ensure environmentally sustainable practices are embedded in daily practices
Create strategies that are easy for children to implement in their daily practices, and ensure children and staff are able to complete these and are reminded if forgotten.
Second attempt (if first was not satisfactory)
e. Encourage children to learn about and incorporate Aboriginal and Torres Strait Islander peoples environmental responsibility practices
This includes educating children about the connection Aboriginal and Torres Strait Islander have to the land and integrating their environmental responsibility practices into the service with intention.
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
Assessor Overall Feedback
Satisfactory
Not Satisfactory
Date: Date: Comments:
Task 3: Respond to grievances and complaints about the service
-259080-25590500Task overview
This task requires you to respond to three (3) grievances and complaints about the service.
Task 3 Instructions
This task has three parts:
Part A Respond to a written complaint
Part B Conduct two (2) role plays to respond to grievances/complaints
Part C Review outcomes and identify opportunity for improvement
Task resource requirements
For this assessment, you will require access to:
Microsoft Word (or a similar program)
A workplace environment
The service policies and philosophy
An adequate environment to conduct role plays
Your supervisor and one colleague to participate in role plays
Service documentation for recording the complaints process and outcomes
Grievances and Complaints Policy and Procedure (provided)
Complaints Notification Form template (provided)
Where policies and procedures are not present in the service, please refer to the Little.Ly website.
Part A: Respond to a written complaint
-259080-25590500Task overview
For this part of the assessment you are required to respond to a complaint that was emailed to the service.
Part A Instructions
Read the case study below. You must answer all questions and respond to all sections correctly to be marked satisfactory for this task.
You are working as the centre manager of Little.ly, and you are the nominated supervisor of the service. The Little.ly service uses an online programming platform to communicate with families and share information and photos. You have a complaint in your inbox regarding this online platform from a mother of one of the children in the Valley Oak Room.
Dear Little.ly supervisor,
I am writing to share my absolute disgust about the fact that my child, Kaitlin, was photographed picking her nose in a photo sent to all families last night.
Now I want to know what on earth went on when the staff chose to share a photo with her in the background, clearly having a private moment.
I am embarrassed for her and feel that you have let her down. Not only was she in the photo, she was also tagged and named for all parents to know who she is. Thats not fair.
What are you going to do about this? I am so ropable I think I might even pull her out of the service.
I expect you to respond today.
Jamie
The email was received at 7 am; however, you are only just reading it now at 10am.
This family has been at the service for three years and has not previously complained about anything prior to this. Draft a response email in the template below.
In the email, you will need to respond to the parent in a personable and polite manner. You must:
Apologise and explain to the parent how you are rectifying the situation
Identify the steps you are taking to ensure the incident will not be repeated
Offer the parent the opportunity to discuss the matter further
Email response
Part B: Conduct role plays addressing complaints/grievances
-259080-25590500Task overview
For this task, you are required to respond to complaints about the service in two role plays. The purpose of this assessment is to appropriately respond to and manage complaints. You will need your supervisor to play the role of the parent in both role plays, and you also need a colleague to play the role of an educator in role play 2.
Part B Instructions
1. Read the Little.ly Grievances and Complaints Policy and Procedure. This must be used to guide your response to the complaints.
2. Read through both role plays and organise an appropriate time with your supervisor to conduct them. Your supervisor will need to play the role of the parent.
3. While conducting the role plays, you will need to address specific criteria. There are different criteria for the two role plays, so you will need to read these requirements carefully to ensure you are demonstrating your ability to meet them throughout the role plays.
4. Your supervisor will need to complete the observation checklist to confirm you have met all requirements during the role plays.
Roleplay 1
Scenario
You have received a phone call from a parent who works for the government in environments and wildlife. They are concerned about a systemic issue related to the use of plastic bags, as the service currently sends all soiled clothes home in plastic bags. They are seeking an alternative process for all children in care.
You are the team leader of the room and also the environmental responsibility officer for the service.
Requirements of task
You must respond to this concern by:
Listening respectfully to the persons concern
Clarify the concern promptly and identify the key issues
Respond using appropriate communication strategies and discuss possible resolutions that focus on collaborative decision-making
Seek advice, generate options and facilitate resolution according to the service procedures
Confirm the next steps and clarify agreement with all relevant parties
Take action to rectify the situation using prioritisation according to the level of urgency required
(Workplace Supervisor to complete this Observation Checklist)
Observation checklist
Supervisor to complete based on the completion of the above role play.
Instructions: Please tick Yes or No for each item in the list below Yes No
During the role play, did you observe the student: 1. Listening respectfully to the persons concern
Engage in active listening, maintain appropriate eye contact, do not interrupt, and keep body language open and respectful.
Second attempt (if first was not satisfactory)
2.Clarify the concern promptly and identify the key issues
Summarise the parents concern and repeat it to them in a respectful manner, with clear and concise language. Pinpoint the main issues arising from the complaint.
Second attempt (if first was not satisfactory)
3. Respond using appropriate communication strategies and discuss possible resolutions that focus on collaborative decision-making
Use appropriate questioning techniques, assertive communication (i.e. express your point of view clearly and directly while showing respect, refrain from being abusive or using offensive language, maintain a calm tone), and appropriate non-verbal communication.
Clearly identify the options for resolution, with a priority to involve the parent in the decision.
Second attempt (if first was not satisfactory)
4. Seek advice, generate options and facilitate resolution according to service procedures
Access other resources, including the internet or colleagues, to find suitable options for resolution and present these to the parent.
Second attempt (if first was not satisfactory)
5. Confirm the next steps and clarify agreement with all relevant parties
Outline what will happen next and ensure all parties understand and agree to the process.
Second attempt (if first was not satisfactory)
6. Take action to rectify the situation using prioritisation according to the level of urgency required
Identify which actions have the highest priority and complete these first, followed by the completion of other actionable items in an appropriate timeframe.
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
Assessor Overall Feedback
Satisfactory
Not Yet Satisfactory
Date: Date: Comments:
Roleplay 2
Scenario
Amara Sutton is the parent of three-year-old Sarah, and she has just arrived at the service very angry. She asks to speak with you about Sarah, who has her arm in a sling. You invite her to come to the office for a discussion.
Amara informs you that Sarah came home last night and was out of sorts. She kept crying and holding her shoulder and arm. Amara explains that she took Sarah to the hospital and an X-ray revealed that Sarahs wrist is sprained.
You are the team leader of the room that Sarah attends, but had finished your day at 3pm and there was one other educator in the room that afternoon covering you from 3pm to 6pm. This is likely when the injury happened. Nobody noticed Sarah having a fall or being injured, and she didnt complain or display any distress.
Amara wants to understand how this happened and why she was not informed of any injury to her daughter. She is very angry and says she is going to report the service for malpractice and neglect.
You will need to invite the other educator who was looking after Sarah yesterday to the discussion. You will also need to complete the Complaints Notification Form (provided below in this section) to record the complaint process and outcomes and attach this for assessment.
Requirements of task
You must respond to this concern by:
Using appropriate communication strategies such as active listening, assertiveness, questioning, effective non-verbal communication, and negotiation
Explaining the complaint process, including what they can and cannot expect from the process
Referring the complainant to appropriate procedures or forums
Identifying, investigating and discussing the underlying issues of the complaint according to service procedures
Facilitating mediation between the educator and the parent according to service procedures
Reaching an agreement regarding the resolution of the issue
Documenting the process and outcomes using the Complaints Notification Form template provided (located below in this section)
(Workplace Supervisor to complete this Observation Checklist)
Observation checklist 2
Supervisor to complete based on the completion of the above role play.
Instructions: Please tick Yes or No for each item in the list below Yes No
During the role play, did you observe the student: 1. Respond using appropriate communication strategies such as active listening, assertiveness, questioning, effective non-verbal communication, and negotiation
Maintain appropriate eye contact
Use non-verbal communication to indicate listening, like small head nods
Ask both open-ended and closed questions
Express point of view clearly and directly while showing respect
Refrain from being abusive or using offensive language etc.
Maintain a calm tone of voice
Ensure body language remains open
Second attempt (if first was not satisfactory)
2. Explain the complaint process, including what they can and cannot expect from the process
Detail each step of the process and how it relates to the current situation, including what the parent can expect to apply to this situation and what the process will not cover.
Second attempt (if first was not satisfactory)
3. Refer complainant to appropriate procedures or forums
Provide the complainant with the correct form to file a complaint and facilitate their access to any relevant procedures.
Second attempt (if first was not satisfactory)
4. Identify, investigate and discuss the underlying issues of the complaint according to service procedures
Engage the other educator in the discussion and use other resources to identify the cause of the complaint. Discuss with the complainant what underlying issues could have contributed to the complaint.
Second attempt (if first was not satisfactory)
5. Facilitate mediation between the educator and the parent according to service procedures
Ensure both parties have the opportunity to express their point of view and that the communication style remains calm and meaningful.
Second attempt (if first was not satisfactory)
6. Reach an agreement regarding the resolution of the issue
Identify how the issue will be resolved and ensure all parties involved agree to this resolution.
Second attempt (if first was not satisfactory)
7. Document the process and outcomes according to service procedures and privacy and confidentiality requirements
Use the required documentation to record the details of the complaint, how it is being handled, further action and resources that are required, and what outcomes are sought.
Second attempt (if first was not satisfactory)
Workplace Supervisor feedback about the students overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks.
Student name Student signature Date signed Workplace supervisor name Workplace supervisor signature Date signed *Note to Workplace Supervisor
It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved.
*Trainer and Assessor details and marking may be completed using the internal Learning Management System rather than signing the paper-based copy.
Assessor Overall Feedback
Satisfactory
Not Satisfactory
Date: Date: Comments:
Complaints notification form
Little.Ly Complaints Notification Form
Time complaint received Date complaint received Service name Name of complainant Details of complaint Outcome sought
Details of action taken Further action and resources required Staff member responsible
Part C: Review outcomes and identify opportunity for improvement
-259080-25590500Task overview
For this task, you are required to review the outcomes of the three (3) complaints and identify opportunities for improvement.
Part C Instructions
1. Seek feedback from your supervisor or colleagues on the outcomes you created for the three (3) complaints
2. Clarify any misunderstandings or concerns you had during the responses about the process or your own role
3. Use this feedback to identify and implement improvements to your own practice and service operations
4. Your supervisor will need to complete the observation checklist to confirm you have met the task requirements
Review
1. Seek feedback from your supervisor or colleagues on the outcomes you created for the three (3) complaints. Discuss the feedback you received for each of the complaints.
Complaint 1 (Part A)
Written Complaint Complaint 2 (Part B)
Roleplay 1 Complaint 3 (Part B)
Roleplay 2 2. Clarify any misunderstandings or concerns you had when responding to the complaints about the process or your own role. Include in your discussion whether you misunderstood or had concerns and how you obtained clarification.
3. Use this feedback to identify and implement three (3) improvements to your own practice and service operations. In the table below, identify the feedback you received, the improvement this led you to identify, and how you will implement the improvement.
Feedback Improvement How it will be implemented
1 2 3
(Workplace Supervisor to complete this Observation Checklist)
Observation checklist
Supervisor to complete based on the completion of the above.
Instructions: Please tick Yes or No for each item in the list below Yes No
During the above task, did you observe the student: 1. Seek feedback from your supervisor or colleagues on the outcomes you created for the three (3) complaints
This could include the students approaching their colleagues and explaining the complaints scenarios and how they had handled them. This could also involve the students receiving direct feedback from the supervisor.
Second attempt (if first was not satisfactory)
2. Clarify any misunderstandings or concerns they had about the process or their role
The student must identify any misunderstandings or concerns they had during the complaints process and use appropriate resources to clarify their understanding.
Second attempt (if first was not satisfactory)
3. Use feedback to identify and implement improvements to their own practice and service operations
The student must use the feedback provided to them to identify improvements in their practice and then implement these in the service.
Second attempt (if first was not satisfactory)
Submission checklistEVIDENCE SUBMISSION CHECKLIST
General instructions for the student:
Ensure that all signatures/initials in your submissions are dated.
Complete the assessment sub-tasks in the order given.
You must ensure that you read all instructions carefully before the task begins.
You MUST submit all the evidence as specified below.
Should you have any concerns, please contact the Assessor at Foundation Education.
The student has completed the Workplace Assessment Tasks and submitted the evidence for each Part and/or Task as specified below: Please tick mark against each evidence submitted by the student. Tick mark against each evidence submitted by the student.
Task 1:
Part A: Calendar invitations for meetings
Part B: Self-assessment
Part C: Meeting Minutes template
Part C: Participant Feedback templates (x2)
Part C: Observation checklist
Part C: Quality Improvement Plan
Part C: Collaboration Plan template
Task 2:
Part B: Observation checklist (Q2)
Part B: Observation checklist (Q3)
Part C: Observation checklist
Task 3:
Part B: Observation checklist for role play 1
Part B: Observation checklist for role play 2
Part B: Complaints Notification Form
Part C: Observation checklist
