CSCORG012 - Manage activities to meet client requirements
Assessor Resource
CSCORG012 Manage activities to meet client requirements
Assessment tool
Version 1.0 Issue Date: April 2024
This unit describes the skills required to negotiate client requirements, plan activities, maintain the work environment and monitor products and services.
In the context of this unit clients may include:
individual members of the public
individual members of the organisation
other work areas in the organisation
external agencies in the justice system
other agencies and community groups
service funding bodies targeting offender needs
senior management
government and Ministers
This unit applies to those working in a role delivering services or products to a client.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to liaison with external agencies and organisations.
Those undertaking this unit work autonomously and collaboratively with a range of contacts and require strong analytical and decision-making skills.
No licensing, legislative or certification requirements apply to 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.
ELEMENTS
PERFORMANCE CRITERIA
Elements describe the essential outcomes
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.
1. Negotiate client requirements
1.1 Contribute to honest and confidential discussion of client interests.
1.2 Provide clear and accurate information about the features and benefits of products and services to clients.
1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
1.4 Ensure agreements and contracts comply with legal and organisational requirements.
1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.
1.6 Review client agreements regularly to determine improvements that can be made.
2. Plan activities
2.1 Consult relevant people about the activities needed to meet client requirements.
2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
2.4 Develop additional resources, team practices and skills to meet client requirements.
3. Maintain the work environment
3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
3.3 Review and improve the work environment through the involvement of team members.
3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.
3.6 Make clear and prompt recommendations for improving the work environment.
3.7 Accurately complete all records of health and safety to meet organisational requirements.
4. Monitor products and services
4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
4.2 Review products and services according to quality management practices to ensure compliance with contract plans.
4.3 Obtain feedback from clients on how effectively their requirements are being met.
4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
4.5 Review contracted prices and conditions according to changing demands, supplies and technology.
4.6 Take prompt action when products, services and processes fail to meet requirements.
4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.
4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.
using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation
using a range of reliable sources of information
promoting and responding to feedback
maintaining accurate and comprehensive records and reporting to key people
applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service
designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement
managing resources efficiently, safely and cost-effectively
applying quality assurance mechanisms and processes
applying continuous improvement methods
developing resources based on activity plans
developing systems for product and service review and redesign
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements
principles of quality assurance and continuous improvement
requirements for dealing with internal and external customers and maintaining a customer focus
strategies for planning and monitoring activities
product and services related to the focus of the work environment
consultation methods and principles of team participation
principles of time and resource management
Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing activities to meet client requirements, including coping with difficulties, irregularities and breakdowns in routine.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
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.
ELEMENTS
PERFORMANCE CRITERIA
Elements describe the essential outcomes
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.
1. Negotiate client requirements
1.1 Contribute to honest and confidential discussion of client interests.
1.2 Provide clear and accurate information about the features and benefits of products and services to clients.
1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
1.4 Ensure agreements and contracts comply with legal and organisational requirements.
1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.
1.6 Review client agreements regularly to determine improvements that can be made.
2. Plan activities
2.1 Consult relevant people about the activities needed to meet client requirements.
2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
2.4 Develop additional resources, team practices and skills to meet client requirements.
3. Maintain the work environment
3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
3.3 Review and improve the work environment through the involvement of team members.
3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.
3.6 Make clear and prompt recommendations for improving the work environment.
3.7 Accurately complete all records of health and safety to meet organisational requirements.
4. Monitor products and services
4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
4.2 Review products and services according to quality management practices to ensure compliance with contract plans.
4.3 Obtain feedback from clients on how effectively their requirements are being met.
4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
4.5 Review contracted prices and conditions according to changing demands, supplies and technology.
4.6 Take prompt action when products, services and processes fail to meet requirements.
4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.
4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.
using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation
using a range of reliable sources of information
promoting and responding to feedback
maintaining accurate and comprehensive records and reporting to key people
applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service
designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement
managing resources efficiently, safely and cost-effectively
applying quality assurance mechanisms and processes
applying continuous improvement methods
developing resources based on activity plans
developing systems for product and service review and redesign
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements
principles of quality assurance and continuous improvement
requirements for dealing with internal and external customers and maintaining a customer focus
strategies for planning and monitoring activities
product and services related to the focus of the work environment
consultation methods and principles of team participation
principles of time and resource management
Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing activities to meet client requirements, including coping with difficulties, irregularities and breakdowns in routine.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
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
Contribute to honest and confidential discussion of client interests.
Provide clear and accurate information about the features and benefits of products and services to clients.
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
Ensure agreements and contracts comply with legal and organisational requirements.
Record, store and use information provided by and to clients according to legal and organisational requirements.
Review client agreements regularly to determine improvements that can be made.
Consult relevant people about the activities needed to meet client requirements.
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
Develop additional resources, team practices and skills to meet client requirements.
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
Review and improve the work environment through the involvement of team members.
Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
Respond to breaches in health and safety promptly and in line with policies and legal requirements.
Make clear and prompt recommendations for improving the work environment.
Accurately complete all records of health and safety to meet organisational requirements.
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
Review products and services according to quality management practices to ensure compliance with contract plans.
Obtain feedback from clients on how effectively their requirements are being met.
Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
Review contracted prices and conditions according to changing demands, supplies and technology.
Take prompt action when products, services and processes fail to meet requirements.
Complete records of customer agreements and outcomes accurately according to organisational policies.
Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Contribute to honest and confidential discussion of client interests.
Provide clear and accurate information about the features and benefits of products and services to clients.
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
Ensure agreements and contracts comply with legal and organisational requirements.
Record, store and use information provided by and to clients according to legal and organisational requirements.
Review client agreements regularly to determine improvements that can be made.
Consult relevant people about the activities needed to meet client requirements.
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
Develop additional resources, team practices and skills to meet client requirements.
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
Review and improve the work environment through the involvement of team members.
Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
Respond to breaches in health and safety promptly and in line with policies and legal requirements.
Make clear and prompt recommendations for improving the work environment.
Accurately complete all records of health and safety to meet organisational requirements.
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
Review products and services according to quality management practices to ensure compliance with contract plans.
Obtain feedback from clients on how effectively their requirements are being met.
Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
Review contracted prices and conditions according to changing demands, supplies and technology.
Take prompt action when products, services and processes fail to meet requirements.
Complete records of customer agreements and outcomes accurately according to organisational policies.
Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Forms
Assessment Cover Sheet
CSCORG012 - Manage activities to meet client requirements
Assessment task 1: [title]
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I declare that the assessment tasks submitted for this unit are my own work.
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Result: Competent Not yet competent
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Assessment Record Sheet
CSCORG012 - Manage activities to meet client requirements
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Assessment task 1: [title] Result: Competent Not yet competent
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Overall assessment result: Competent Not yet competent