This unit specifies the skills and knowledge required to coordinate provision of quality security services to a range of clients.

It includes:

clarifying work instructions, procedures and policies to deliver quality client services that satisfy specific client needs and preferences

using interpersonal techniques and negotiation to offer service options that meet client requirements

monitoring services and implementing contingency measures to maintain client satisfaction and negotiate resolution of conflict or client complaints

using interview and survey techniques to gather feedback on client service satisfaction and identifying and implementing service improvements.

It applies to people working independently or under limited supervision as members of a security team.

This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.

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

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)

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.

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
Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.
Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.
Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.
Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.
Review and follow work instructions to provide client services.
Identify client’s special requirements and adjust service to meet their needs.
Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.
Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.
Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.
Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.
Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.
Record and implement agreed improvements to client service procedures.
Securely maintain client records according to legislative and workplace requirements.

Assessment Cover Sheet

CPPSEC3105 - Coordinate provision of quality security services 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

CPPSEC3105 - Coordinate provision of quality security services 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: