Assessor Resource

AHCWRK509
Provide specialist advice to clients

Assessment tool

Version 1.0
Issue Date: May 2024


This unit of competency describes the skills and knowledge required to maintain technical currency for specialist knowledge and provide specialist advice to clients.

This unit applies to individuals who take personal responsibility and exercise autonomy in undertaking complex work. They demonstrate deep knowledge in a specific technical area and analyse, design and communicate solutions to sometimes complex problems.

No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and maintain specialist knowledge

1.1 Use research skills regularly to build a comprehensive knowledge and understanding of specialist information from industry and other sources

1.2 Identify characteristics of industry practices, products and services and analyse using available documentation

1.3 Document information and maintain in a format consistent with enterprise requirements

1.4 Apply acquired knowledge to improve quality within personal work areas

1.5 Identify legislative, regulatory and industry requirements relating to own work

2. Consult with clients

2.1 Conduct consultation with clients in a professional and courteous manner at all times

2.2 Use appropriate interpersonal skills to facilitate accurate and relevant exchange of information

2.3 Use work practices that reflect sensitivity to client's requirements, specific needs and cultural, family and individual differences

3. Provide a response to client enquiries and need

3.1 Prepare information relevant to client's needs

3.2 Use research skills to find verifiable evidence in support of information and document in the appropriate format

3.3 Structure information to identify clear benefits to clients and the organisation

3.4 Document and present information in a professional format and style to the client for consideration and discussion

3.5 Evaluate client feedback by survey to improve future provision of technical information and professional services

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

develop and maintain industry wide specialist knowledge

provide a professional service to client enquiries and needs

show discretion and judgement in stakeholder interaction

implement professional practice in stakeholder consultation and report documentation

use industry standard terminology.

The candidate must demonstrate knowledge of:

products, treatments services of the industry

environmental sustainability and land use issues relevant to the industry

enterprise policy and procedures for customer service including handling customer complaints

service standards and best practice models

strategies for planning and monitoring activities

consultation methods, techniques and protocols

current enterprise, government and local council policy, legislation and regulations

mechanisms to obtain and analyse customer feedback.

Assessors must satisfy current standards for RTOs.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and maintain specialist knowledge

1.1 Use research skills regularly to build a comprehensive knowledge and understanding of specialist information from industry and other sources

1.2 Identify characteristics of industry practices, products and services and analyse using available documentation

1.3 Document information and maintain in a format consistent with enterprise requirements

1.4 Apply acquired knowledge to improve quality within personal work areas

1.5 Identify legislative, regulatory and industry requirements relating to own work

2. Consult with clients

2.1 Conduct consultation with clients in a professional and courteous manner at all times

2.2 Use appropriate interpersonal skills to facilitate accurate and relevant exchange of information

2.3 Use work practices that reflect sensitivity to client's requirements, specific needs and cultural, family and individual differences

3. Provide a response to client enquiries and need

3.1 Prepare information relevant to client's needs

3.2 Use research skills to find verifiable evidence in support of information and document in the appropriate format

3.3 Structure information to identify clear benefits to clients and the organisation

3.4 Document and present information in a professional format and style to the client for consideration and discussion

3.5 Evaluate client feedback by survey to improve future provision of technical information and professional services

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

develop and maintain industry wide specialist knowledge

provide a professional service to client enquiries and needs

show discretion and judgement in stakeholder interaction

implement professional practice in stakeholder consultation and report documentation

use industry standard terminology.

The candidate must demonstrate knowledge of:

products, treatments services of the industry

environmental sustainability and land use issues relevant to the industry

enterprise policy and procedures for customer service including handling customer complaints

service standards and best practice models

strategies for planning and monitoring activities

consultation methods, techniques and protocols

current enterprise, government and local council policy, legislation and regulations

mechanisms to obtain and analyse customer feedback.

Assessors must satisfy current standards for RTOs.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use research skills regularly to build a comprehensive knowledge and understanding of specialist information from industry and other sources 
Identify characteristics of industry practices, products and services and analyse using available documentation 
Document information and maintain in a format consistent with enterprise requirements 
Apply acquired knowledge to improve quality within personal work areas 
Identify legislative, regulatory and industry requirements relating to own work 
Conduct consultation with clients in a professional and courteous manner at all times 
Use appropriate interpersonal skills to facilitate accurate and relevant exchange of information 
Use work practices that reflect sensitivity to client's requirements, specific needs and cultural, family and individual differences 
Prepare information relevant to client's needs 
Use research skills to find verifiable evidence in support of information and document in the appropriate format 
Structure information to identify clear benefits to clients and the organisation 
Document and present information in a professional format and style to the client for consideration and discussion 
Evaluate client feedback by survey to improve future provision of technical information and professional services 

Forms

Assessment Cover Sheet

AHCWRK509 - Provide specialist advice to clients
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AHCWRK509 - Provide specialist advice to clients

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: