SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Handle inmate complaints and requests 
SAQA US ID UNIT STANDARD TITLE
114013  Handle inmate complaints and requests 
ORIGINATOR
SGB Corrections 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 08 - Law, Military Science and Security Safety in Society 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2007-08-07  2010-08-07  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2011-08-07   2014-08-07  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard will be useful to people who receive and handle complaints and requests from persons in the corrections environment.

People credited with this unit standard are able to:
  • Stabilise and listen to complaints
  • Record the complaint
  • Investigate and deal with the complaint 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The credit calculation is based on the assumption that learners are already competent in terms of the following outcomes or areas of learning when starting to learn towards this unit standard:
  • Communication skills
  • Basic problem solving skills
  • Computer literacy
  • Basic interview and investigation skills 
    		•

    UNIT STANDARD RANGE 
    In compliance with:
  • Correctional Services Act
  • Rules and Regulations
  • Bill of Rights
  • Criminal procedure Act 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Stabilise and listen to complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. A difficult complainant is stabilised in terms of policies, procedures and relevant workplace legislation. 

    ASSESSMENT CRITERION 2 
    2. A conducive environment is created for communication in accordance with applicable workplace policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. A complaint is given an opportunity to be heard according to the rules of natural justice. 

    SPECIFIC OUTCOME 2 
    Record the complaint. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The complaint is interviewed to obtain relevant information in terms of policies and procedures. 

    ASSESSMENT CRITERION 2 
    2. All applicable documentation is processed according to the organisational directives. 

    ASSESSMENT CRITERION 3 
    3. Information is captured in the data system according to organisation`s directives. 

    SPECIFIC OUTCOME 3 
    Investigate and deal with the complaint. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The complaint is referred to relevant division for further investigation. 

    ASSESSMENT CRITERION 2 
    2. Feedback is given to the complaint with regard to the progress made in the matter. 

    ASSESSMENT CRITERION 3 
    3. Relevant documentation is completed for cross and future reference. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a candidate against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant ETQA by SAQA.

    3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The following essential embedded knowledge will be assessed through assessment of the specific outcomes in terms of the stipulated assessment criteria:
  • A skill to stabilise and listen to complaints and requests.
  • A comprehensive understanding of the relevant legislation and procedures and practices.
  • A basic understanding of the ways and methods to handle complaints and requests.

    Candidates are unlikely to achieve all the specific outcomes, to the standards described in the assessment criteria, without knowledge of the listed embedded knowledge. This means that for the most part, the possession or lack of the knowledge can be directly inferred from the quality of the candidate`s performance. Where direct assessment of knowledge is required, assessment criteria have been included in the body of the unit standard. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems and make decisions using critical and creative thinking.
    Note: Identify and solve problems in a critical and creative way in applying the provisions set out in organisational orders regarding the handling of complaints and requests. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as members of a team, group, organisation or community.
    Note: Work effectively with others as a member of a team in applying the provisions set out in organisational orders regarding the handling of complaints and requests. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage themselves and their activities responsibly and effectively.
    Note: Handling of complaints and requests one-self and one`s personal activities responsible and effective. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.
    Note: Collect, analyse, organise and critically evaluate information relevant in applying the provisions set out in organisational orders regarding the handling of complaints and requests. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically showing responsibility towards the environment and health of others.
    Note: Understand and apply a range of experimental approaches required in the different specific programmes leading up to this qualification. 

    UNIT STANDARD ASSESSOR CRITERIA 
    Notes to assessors:

    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities in terms of the title.
  • Assessment activities should be as close to the real performance as possible and when simulations are used, there should be supporting evidence to show that the person is able to perform in the real situation.
  • Assessment activities should focus on outcomes and should be sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgements should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • All assessment should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 
    		•

    UNIT STANDARD NOTES 
    Terminology:
    Terms have been clarified as far as possible through the use of range statements. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48553   National Diploma: Corrections Science  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2020-07-30  SAS SETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.