LGACORE103B - Provide service to local government customers
Assessor Resource
LGACORE103B Provide service to local government customers
Assessment tool
Version 1.0 Issue Date: May 2024
This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.
This unit outlines the competencies required when providing customer service in a local government environment, including identification of customer needs and the use of effective communication skills. It requires an ability to understand and work with a diverse range of customer groups and is appropriate for all areas of council.
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.
Overview of assessment requirements
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.
Critical aspects of evidence to be considered
The demonstrated ability to:
locate, interpret and provide relevant information to customer requests
seek assistance when necessary in an effort to provide service to customers
complete appropriate workplace records when responding to customer requests
deal appropriately with difficult customer situations
communicate consistently and effectively with members of the public
work in accordance with council policies and procedures
Context of assessment
On the job or in a simulated workplace environment.
Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
written and/or oral questioning to assess knowledge and understanding
completion of workplace documentation
third-party reports from experienced practitioners
completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor
Evidence required for demonstration of consistent performance
Evidence will need to be gathered over time across a range of variables.
Resource implications
Access to a workplace or simulated role-play process involving a range of customer enquiries and complaints relating to council issues.
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
Required Skills
conflict resolution
listening, questioning and other relevant communication skills
working effectively with different ages, genders and races
negotiation, including providing supporting reasons and considering suggestions of others
locating information
reading selectively and summarising information
working individually and as part of a team
problem solving
decision making
time management
planning and managing own work priorities
self-assessment of service level provided
using software and technology appropriate to position
Required Knowledge
council policies and procedures relevant to customer service and information
council's anti-discrimination guidelines
local area community profile
local community cultures
functions of local government
major regulatory functions of council
council services, facilities and activities
council organisation and structure
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 in the Performance Criteria is detailed below.
Customers may include:
colleagues
council executives
elected members
community/citizens
residents and rate payers
contractors
other agencies and government departments
developers
Effective communication may include:
listening and understanding others
empathising
being assertive
behaving professionally
writing to suit audience needs
Requests for information may include:
written: involving reading, selecting and extracting relevant information
spoken: involving questioning appropriate personnel and relaying information to the customer
Completion of necessary documentation may include:
independent or assisted form filling
recording events in the sequence they happened
Communication with the public may include:
spoken: face to face and telephone
written: electronic, forms and letters
non-verbal: gestures and body language
displays of information: photographs
clear, sequenced explanations and instructions
paraphrasing and negotiating meaning
checking back on details and summarising
speaking clearly and directly
using another language where necessary or seeking the services of an interpreter
Opportunities for customer feedback may include:
customer satisfaction forms
suggestion box
customer surveys
complaints department
dispute-resolution processes
Council procedures may include:
as documented in procedures manuals
standardised operations
Procedures for dealing with difficult customers may include:
seeking assistance
referring to other personnel
Review of feedback includes:
review of complaint database
discussion in work group
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
Customer needs and expectations are clarified and agreed upon with customers.
Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction.
Bilingual or other assistance is accessed as required.
Opportunities to enhance quality of service are identified and appropriate action is taken.
Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer.
Requests for information are actioned or the customer is referred to appropriate information source for further assistance.
Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer.
Any necessary documentation is obtained, completed and processed according to council procedures.
Council's policies and procedures relating to privacy and confidentiality are adhered to.
Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy.
Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner.
Information provided to the public is accurate and timely.
A positive image of council is presented and maintained in all dealings with the public.
Opportunities for customer feedback are provided.
Council procedures are followed when dealing with difficult customer situations.
In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon.
Customer feedback is reviewed in consultation with work group and changes or improvements are considered.
A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving.
Customer needs and expectations are clarified and agreed upon with customers.
Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction.
Bilingual or other assistance is accessed as required.
Opportunities to enhance quality of service are identified and appropriate action is taken.
Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer.
Requests for information are actioned or the customer is referred to appropriate information source for further assistance.
Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer.
Any necessary documentation is obtained, completed and processed according to council procedures.
Council's policies and procedures relating to privacy and confidentiality are adhered to.
Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy.
Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner.
Information provided to the public is accurate and timely.
A positive image of council is presented and maintained in all dealings with the public.
Opportunities for customer feedback are provided.
Council procedures are followed when dealing with difficult customer situations.
In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon.
Customer feedback is reviewed in consultation with work group and changes or improvements are considered.
A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving.
Forms
Assessment Cover Sheet
LGACORE103B - Provide service to local government customers
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
LGACORE103B - Provide service to local government customers
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