CHCCCS007: Develop and Implement Service Programs - Solution Guide

This assignment solution provides detailed answers to various questions related to the CHCCCS007 unit, which focuses on developing and implementing service programs. The solution covers key areas such as building community with consumers, addressing barriers to participation, monitoring consumer needs, interagency collaboration, setting SMART goals, handling complaints, and stakeholder engagement. It also discusses important aspects like understanding individual needs based on Maslow's hierarchy, cultural differences, human rights, and securing financial resources for service programs. The document emphasizes the importance of effective communication, trust-building, and continuous improvement in service delivery to ensure positive outcomes for individuals and communities. The solution also highlights the need for positive and negative feedback and documenting legal requirements.

CHCCCS007 Develop and
Implement Service Programs
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TABLE OF CONTENT
KNOWLEDGE QUESTIONS.........................................................................................................4
TOPIC-1..........................................................................................................................................4
1.1a...............................................................................................................................................4
1.1b..............................................................................................................................................4
1.2a...............................................................................................................................................4
1.2b..............................................................................................................................................4
1.2c...............................................................................................................................................5
1.3a...............................................................................................................................................5
1.3b..............................................................................................................................................5
1.3c...............................................................................................................................................6
1.4................................................................................................................................................6
1.5................................................................................................................................................6
1.6................................................................................................................................................6
TOPIC-4..........................................................................................................................................6
4.1a...............................................................................................................................................6
4.1b..............................................................................................................................................7
4.2................................................................................................................................................7
4.3a...............................................................................................................................................7
4.3b..............................................................................................................................................7
TOPIC-5..........................................................................................................................................8
5.1................................................................................................................................................8
5.2................................................................................................................................................8
TOPIC 2...........................................................................................................................................9
2.1. a.............................................................................................................................................9
2.1 b.............................................................................................................................................9
2.2................................................................................................................................................9
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2.3 a............................................................................................................................................10
2.3. b..........................................................................................................................................10
2.3. c...........................................................................................................................................10
2.4..............................................................................................................................................10
2.5 a............................................................................................................................................10
2.5.b...........................................................................................................................................10
2.6..............................................................................................................................................11
2.7..............................................................................................................................................11
2.8..............................................................................................................................................11
TOPIC 3.........................................................................................................................................12
3.1..............................................................................................................................................12
3.2 b...........................................................................................................................................12
3.3..............................................................................................................................................12
3.4..............................................................................................................................................13
3.5..............................................................................................................................................13
3.6..............................................................................................................................................13
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KNOWLEDGE QUESTIONS
TOPIC-1
1.1a
 Building a community with the consumer so, they can make effective interaction.
 Inspiring consumers in terms of influencing them to take decision.
 Organizing discussion with the consumers
 Understanding the behaviour pattern of the customers so, their mental parameters can be
understand.
 Keeping the conversation alive.
 Following up their thoughts and opinions
 Taking their thoughts and opinion in consideration.
 Understanding the traumas and issues of customers and on the basis of that, influence is
made.
 Using person-centred approach in order to impact customer in positive manner.
 Creating effective interaction with the customers so, the can included in decision-making.
1.1b
Yes, they must choose a particular activity so, they do not have to face trouble due to their
physical disability concern. The comfort level of the customers is foremost priority and their
requirement needs to be taken in consideration. The first focus needs to be made over selecting
such activities that can be easily managed by customers. Afterwards, activities needs to be
described to consumers.
1.2a
It is important because individual interview enables in knowing the probe and attitude of
individual. Also, the thought process of individual can be analysed with the interviews and it
helps in concluding final results in relation of individual behaviour.
1.2b
Engagement refers to inclusion of individuals in building community. In similar manner,
consumer engagement refers to involvement of all consumers in the activities whether customers
are facing mental or physical disability. Engagement of all is required and this can be achieve
within assuring value to each individual as assuring equal value leads to create the sense of
belongingness in them and provides the assurance of engagement.
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1.2c
The question are stated below:
1. What are your major needs?
2. Does your needs are getting accomplished?
3. What are the challenges has been faced by you in terms of full-filling your neds?
4. What are the strategies has been used in order to solve challenges?
5. Does engagement lead to impact your needs in positive manner?
1.3a
Other issues that might act as a barrier in terms of participating in service programmes are:
Time- Programmes must be organize for limited period as extension in time leads to reduce
interest of participants.
Lack of trust- Lack of trust in the participants leads to reduce their participation in service
programmes.
Lack of awareness- Lack of awareness in relation of service programmes in participants often
leads to less participation.
Mental status- Thought process of participants and different mentalities often act as a barrier in
making participation in service programmes.
Funding- Ineffective budget leads to create the barriers in service programme. As a result, this
leads to impact the participation in the service programme as well.
1.3b
1. Speaking slowly and clearly.
2. The major focus is need to ensure over clearing enunciating and slowing down speech.
3. Asking for the clarification.
4. Focusing over lip-syncing.
5. Showing carefulness towards jargon
6. Avoiding the idioms.
7. Being specific about the explanation and understanding.
8. Trying to understand the language that has been spoken by the person.
9. Using non-verbal form of communication.
10. Assuring effective gestures and postures.
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1.3c
The barriers in organizational processes can be identified within making effective monitoring
over the departments in organization. If any change has been found that is creating lack of
communication, lack of consistency and so on. Then, it has been determined as the barriers in
organization. The barriers can be overcome with the help of creating effective organizational
culture that is concerned with making effective interaction.
1.4
The consumers needs should be monitored before carrying out the actual operations so, the needs
and wants of the consumers can be taken in consideration and the activities can be performed. It
is highly important yo analyse the needs of customers as it helps in full-filling satisfaction level
of customers. In case, the needs of the customers are not analysed and activities has been done
then, there is a threat in relation of decreasing the morale and satisfaction of customers and their
faith towards community programme can also be decrease. Thus, analysing and monitoring the
needs of customers are mandatory.
1.5
In such situation, the group of service providers that are collaborating in term of meeting the
needs of the consumers needs to conduct meeting and total work needs to be divided in different
group. Also, the opinion of each group needs to be taken in consideration and voting needs to be
done. So, the decision can be taken in collective form.
1.6
Interagency collaboration leads to create the sense of community ownership in terms of assuring
support to the children and the families. Furthermore, it plays a vital role in addressing the needs
of the individual in community. Therefore, Interagency collaboration is important.
TOPIC-4
4.1a
The features of good goals are concerned with the relevancy of achieving the goals. This needs
to be concerned with SMART goal. The goal needs to be specific in terms so, it cannot create
confusion. Along with this, goals needs to be measurable, achievable and relevant. Moreover, a
time-frame needs to be allocated to the goal so, the goal can be achieved with the selected time
frame
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4.1b
There are many reasons that needs to act as a barrier in terms of meeting the objectives of
programme. However, here are the major three reasons that leads to not achieving the final
objectives of programme:
1. Unsupported management is one of the major reason that can lead to failure of goal as
support is highly required in order to ensure effective team working.
2. Ineffective monitoring and controlling disturbs the outcomes of project and impact it in
negative manner.
3. If the goal does not completed in selected time period then, it impacts in achieving of
goal.
4.2
Positive feedback is consists of the appreciation and increases the confidence level in order to
perform task in effective manner. On the other hand, negative feedback is consists of the reviews
that can assure demotivation and even leads to reduce confidence level. Both the feedback plays
vital role and it is important to evaluate. As positive feedback increases confidence and negative
feedback clear the vision in terms of focusing over the areas of improvement.
4.3a
Implementing the change is an important aspect as it helps in full-filling current needs. The
question that needs to be ask before implementing change are:
1. Do you think change is important?
2. Do you feel okay while accepting change?
3. In your opinion, what kind of change is needed?
4. How change can be implemented?
5. Will you be able to accept this change?
4.3b
1. Time of the programme
2. Codes of practice related to the program.
3. Legal requirements needs to be documents.
4. Number of participants in the program.
5. New location where program is organized.
6. Funding information.
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7. Risk assessment information
8. Ways of handling risk
9. Community for which the program has been organized
TOPIC-5
5.1
The community service organization must perform the below steps in relation of complaint
handling process:
1. Listening and understanding to the customers and identifying the major issue.
2. Creating the bond with the customer so the customer can have a sense that their
complaint has been listened.
3. Offering solution to the customers.
4. Execute the solution among the given solutions.
5. All the above four steps has been performed then follow-up with customers in order to
ensure their satisfaction.
5.2
The major aim of interagency collaboration are:
1. Assuring financial support in terms of filling service gaps.
2. Developing strategies in relation of funding.
3. Developing the interagency trainings.
4. Focuses on creating the interagency management information system.
5. Creating the joint agency budget.
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TOPIC 2
2.1. a
In regard to stakeholders, it can be said that they are the people who take interest and want
business to be successful. For satisfying their needs, it is important for manager to consider their
needs and one of the stakeholders is interstate on the decided date on meeting so, in this case,
manager can take notes of meetings and can ask stakeholder to join meeting online if possible. If
they cannot join meeting online, then he would be requested to review notes and he will be
provided all important information via mail.
2.1 b
As a chair person and being a chair between internal and external stakeholder, it is my role to
engage both types of stakeholders in meeting. By engaging and providing reliable information to
stakeholders, chairperson can put important information and can make them able to perform their
functions. Preparing meeting agenda, opening meeting and facilitating discussion are some roles
of chairperson. The main aim of chairperson is to keep the conversation focused on topic and
balanced as well.
2.2
Management process is important for providing accurate information to all stakeholders in
meeting. The board is responsible for managing processes. For managing stakeholders and team
members, board needs to request regular reports from management for summarising service
users’ feedbacks. all participants can be asked to present their views directly at a board meeting
so that it can be known as whether they have gained knowledge or understood the main thing or
not.
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2.3 a
There are three basic needs that every people have and as per the Maslow’s hierarchy of needs,
individuals have for surviving such as: food, water, air and shelter. Without them, people cannot
live for the long run. In this case, an individual who is unemployed and have been evicted from
their home need food, shelter and job. Without these things, he will not be able to survive for the
long run in an effective manner.
2.3. b
Individuals of different cultures and race differ from each other on number of basis. Some
common basis of their differences include: height, complexion, fatness, thinness, differences in
intelligence, differences in genes, different perspectives, behaviours, cultural values, age and
personality.
2.3. c
Information regarding human rights can be gathered from United Nations Universal declaration
human rights as well as different human rights documents, followed by the council of Europe
and Organisation of American states.
2.4
As it is known that client group who needs disability and employment services can be asked to
visit those institutions that provide employment opportunities. For helping them out, we can
conduct a meeting with institutions or recruitment agency. that have direct link with
organisations, needs skilled employees.
2.5 a
Government funding help out to small and medium size companies in their business growth and
development. Start-ups often require grants and funding so that they can operate business in an
effective manner and can contribute in economic improvement. As like this, people also require
funding from housing and other facilities and in turn they pay interest to government. So, on the
basis of this, it can be said that funding is important for both.
2.5.b
For companies whether they are small, medium and large size, they all need to secure and
manage financial resources. For financial resources management, they need to have a clear
business plan. They need to monitor their current financial position, knowing day to day cost and
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hiring skilled financial manager so that he can grant funds to all department and can track on all
operations.
2.6
The process that companies need to follow for securing their financial resources include: not to
share password. Keeping social security number and credit card number private. It is needed for
protecting businesses against poor image and failure. Recruiting trainers, timetable training,
identifying training faculty, accessing learning needs of participants, collecting resources,
promoting training, providing training and evaluate training.
2.7
How would you rate the support and information that you gathered in program?
Good, I am satisfied
Bad, I am dissatisfied
Add a comment about effectiveness of programs and ways in which it helped you out?
2.8
Some important things that need to be included in service program include: written text, video,
illustration, case notes, medication documentation, injury form, feedback form, service users
profile, care plans, communication books related to topic and health and safety and referral or
assessment forms.
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TOPIC 3
3.1
Job title: Service delivery manager
Responsibilities and roles
 To make sure as services are delivered to clients in an effective manner.
 Leading project teams
 Rectifying
 Tracking KPIS
 Monitoring projects
 Managing budgets
Skills required
 Customers’ service
 An ability to improve relations
 Strong analytical skills
 Strong track records
Contact us to apply your CV at: [e-mail]
3.2 b
In regard to self-study, it can be said that it is good for students and employees of some sectors.
It allows them to take learning at their own pace and focusing on those areas that are most
interested in as well as want to understand a bit more. When students and employees focus on
self-study then it decreases frustration, boredom and anxiety. They can better learn and can
accomplish goals.
3.3
By comparing actual budget with estimated budget for delivering program, we can measure as
whether program is being delivered as per the set or budgetary framework.
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3.4
feedbacks can be taken in the form of: digital channels, users’ testing, surveys, focus group and
phone calls.
3.5
For improving English literacy among migrants, manager can identify reasons as why they are
not learning this language. Participants can be involved in face to face conversation as it can help
them out ion knowing their views and personal problems. On the basis of this, they can be
encouraged to participate in seminars, group discussion and team working with those who have
command in English language.
3.6
 A good document should consist relevant information
 All paper records must be legible and signed
 Records must be accurate and up to date
 there should be distinguish between facts and opinion
 People should be information about movement of paper
 It should be completed
 It should be traceable
 It should be chronological
 It should be specific and clearly understandable
 It should be permanent
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