Assessor Resource

CHCCS412E
Deliver and develop client services

Assessment tool

Version 1.0
Issue Date: March 2024


This unit may apply in a range of community service contexts

This unit describes the knowledge and skills required to meet the specific needs of a broad range of existing and new clients within a defined framework

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

Prerequisites

Not Applicable


Employability Skills

This unit contains Employability Skills




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.

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions

Assessment must include assessment of competency in dealing with a range of existing and new clients

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment:

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. testimonial from clients and colleagues, promotional material etc.


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.

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Principles of effective client service delivery

Organisation specific client services provided

Promotion and marketing of services

Service delivery skills

Essential skills:

It is critical that the candidate demonstrate the ability to:

Establish and maintain a network of service providers

Incorporate the requirements of all groups in client service delivery

Demonstrate responsiveness to client needs

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Apply oral communication skills required to fulfil the job role in the organisation/service:

oral communication skills may include listening, asking questions, providing encouragement

language used may be English, sign language or community language depending on client group

Apply literacy competence required to fulfil the procedures of the organisation/service:

language used may be English or community language depending on the service/ organisation

Utilise relevant information technology effectively in line with work health and safety (WHS) guidelines

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Client services are:

Specific to the organisation

Clients may include:

Self referral or referred

Individual members of the public

Other organisations, community groups and individuals

Other work areas of the organisation

Senior management

Special client needs could relate to:

Disabilities

Language

Gender

Culture

Age

Location

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
In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment 
Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services 
Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans 
Identify and select appropriate client service to meet client needs within the scope of area of responsibility 
Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction 
Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented 
Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required 
Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities 
Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work 
Base client service delivery on accurate and up to date information about client, service options and the service being delivered 
Complete and maintain all appropriate documentation related to client service delivery according to organisation standards 
Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate 
Promote the service delivery of the organisation wherever opportunities arise 
Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood 
Develop, document and promote a range of service options for clients to facilitate informed client access to services 
Assist clients to identify their needs and rights and select the best available service 

Forms

Assessment Cover Sheet

CHCCS412E - Deliver and develop client services
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

CHCCS412E - Deliver and develop client services

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: