Simulated workplaceCAQA Willow Community Care is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
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Simulated workplace
Scenario · Quality, Safeguarding and Compliance

Prepare the quarterly complaints and incidents paper

You are the Quality Coordinator in the Quality, Safeguarding and Compliance team.

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The situation

What has happened

The Board quality and safeguarding committee meets on 15 October and the Chief Executive Officer has asked for a paper on complaints and incidents for the quarter. The Aged Care Quality and Safety Commission has forwarded a complaint about missed domestic assistance visits in Geelong, a worker has been injured during a shower assist, an unauthorised restrictive practice has been reported to the NDIS Commission, and a family has complained about worker inconsistency. The aged care quality review is scheduled for November. Helena Vasquez wants themes, an honest assessment of whether Willow met its own timeframes, and two improvements with owners and dates.

Your brief. Analyse the quarter's complaints and incidents from both registers, test Willow's responses against the timeframes in its own procedures, identify the themes and root causes, and write a Board paper that proposes two measurable improvements and prepares the organisation for the November quality review.
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Tasks

Deliverables

  • Timeframe checklist from the policy and procedure
  • Register analysis showing compliance with timeframes
  • Board paper with themes and two improvements
  • Draft response to the Commission complaint
  • Register entries for the improvements

Documents to use

Systems to use

Feedback and Complaints Register

Every complaint, compliment and suggestion from clients, families, advocates and partners, with the owner, response due date and resolution status.

Incident and Hazard Register

The register of injuries, near misses, hazards, allegations, behaviours of concern and restrictive practices, with the reportable scheme, investigation status and actions.

Client Register

The master record of every person Willow supports, their program, coordinator, plan review date, risk flags and service status.

For trainers and assessors

Units of competency

Current on training.gov.au for the Community Services as at 10 September 2026.

CHCMGT001Develop, implement and review quality framework
CHCLEG003Manage legal and ethical compliance
CHCPOL002Develop and implement policy
CHCPRP003Reflect on and improve own professional practice
CHCCCS010Maintain a high standard of service

Qualifications

CHC62015Advanced Diploma of Community Sector Management
CHC52025Diploma of Community Services
Assessor notes

What to look for

Evidence guide

The paper must use the register data accurately, state plainly where timeframes were missed and connect each improvement to a root cause with an owner, date and measure. Look for correct identification of the reportable scheme for each incident. The Commission response must be factual and acknowledge the failure. Marketing language or vague commitments are not acceptable.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.