Use the instructions provided below to access some of the information required to complete this assessment.

The following assessment tasks use a simulated childcare centre called Little.ly Early Learning Centre. In order to gain information to the assessment tasks, you will need to access information, templates, policies and procedures associated with Little.ly. This can be done in one of two ways: either your assessor will provide you with copies of the appropriate documents, or they will provide you with login details for Little.ly's website. Navigate towww.littlely.eduworks.com.au, select 'Log in' and enter your username and password prior to completing your assessment tasks. You should familiarise yourself with what Little.ly does, the services it provides, the employees and organisational structure of the centre.

Question1

1. Research Conflict Theory and provide an overview of the theory by completing the table below.

Conflict theory	List of Conflict Theory components
Signs of conflict
Stages of conflict
Levels of conflict
Factors involved in the conflict

QUESTION 2

1. What are the results of managing a conflict effectively?

Question 3

1. Briefly describe the principles of mediation and explain for each how this works in a service.

Question 4

1. Research the Little.ly service portal to find the policy and procedure for complaints and grievances. Summarise in one (1) paragraph the procedures an educator at Little.ly must use when handling complaints with families and communities and list one (1) other policy you must follow.
2. Summarise in one (1) paragraph how the policy supports collaborative partnerships with children and families.

1.

2.

Question 5

1. Explain the process and requirement for reporting complaints and grievances to the Regulatory Authority.

Question 6

1. Describe the role of a Director in relation to confidentiality of complaints and grievances.

Question 7

1. Research and list at least two support services where you or the complainant. can seek advice before investigating and resolving complaints and the complainant.

Question 8

1. Use the link below to identify the relevant Early Childhood Australia (ECA) code of ethics when managing complaints in Education and Care and in your answer identify one point related to this code that is relevant to complaints handling.

Question 9

1. Read the below scenarios and explain how you think the family might respond anddiscuss how theapproach is taken to manage the issue could impact the family response and explain how the approach could be improved.

	How the family might respond and how the approach is taken to manage the issue could impact the family response.	Explain how the approach could be improved.
Scenario 1 A parent called the centre at 9:00 a.m. to discuss their child's medication that they have been given. She wanted to talk with the Director about managing this medication and checking what else she needs to do before her daughter can attend tomorrow. The Director did not respond until 5:30 p.m. The response was provided by email stating, 'sorry I missed your call. I'll chat with you tomorrow when you come in'.
Scenario 2 A parent approached the team leader of their child's room and told them that their child had been bitten yesterday by another child. The educator said, 'actually, come to think of it, they did cry, but I just thought they were being a bit winey because it was almost home time. Sometimes children bite and there's not much we can do about it'.