Assessor Resource

ICAS2016B
Record client support requirements

Assessment tool

Version 1.0
Issue Date: March 2024


This unit defines the competency required to record, prioritise and escalate client support requests.

The following units are linked and form an appropriate cluster:

ICAD2003B Receive and process oral and written communication

ICAS2009B Interact with clients

No licensing, legislative, regulatory or certification requirements 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)

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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the following is essential:

Assessment must confirm the ability to accurately log calls and record, prioritise and escalate client support requests according to organisational policy and procedures.

To demonstrate competency in this unit the learner will require access to:

Logging procedures

Critical process

Escalation procedures

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAD2003B Receive and process oral and written communication

ICAS2009B Interact with clients

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services


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.

Required skills

Literacy skills for general workplace documentation

Limited decision making

Questioning and active listening in clarifying client requirements

Basic analytical skills for questioning and gathering information

Customer service skills in relation to receiving requests for support

Skills in handling difficult clients in relation to receiving requests for support

Conflict resolution skills in relation to receiving requests for support

Required knowledge

Organisational procedures for rating and prioritising client requests

Broad knowledge of escalation procedures

Roles and responsibilities of IT division

Broad knowledge of maintenance procedures

Business scheduling requirements

Current business practices in relation to preparing reports

Broad knowledge of diagnostic tools

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. 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) may also be included.

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Organisationalstandards may include but are not limited to:

Security procedures

Logged call procedures

Client liaison policy

Escalation procedures

Preventative maintenance and diagnostic policy

Roles and technical responsibilities in the IT department

Vendor and product service-level support agreements

Appropriateperson may include:

supervisor

teacher

vendor business representative

help desk person

subject matter expert

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
Record client support requests and requirements according to organisational standards 
Review client support history and details 
Check the information and request for accuracy and urgency according to organisational standards 
Identify the relevant guidelines for prioritising or rating client requests 
Prioritise the client request based on its criticality or impact on the business 
Refer the requests to an appropriate person or department for assistance 
Communicate with appropriate persons involved with client support 

Forms

Assessment Cover Sheet

ICAS2016B - Record client support requirements
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

ICAS2016B - Record client support requirements

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: