Assessor Resource

PSPGEN003
Deliver a service to clients

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills required to provide service to clients within a prescribed framework. It includes matching client service to needs and delivering client service.

This unit applies to those working as generalist or specialist public sector workers but may be applied to other similar roles.

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.

Those undertaking this unit would work under supervision and in a team environment while performing routine tasks in mostly familiar contexts.

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. Match service to client needs

1.1 Access and obtain information on the client base.

1.2 Use information on the client base and its needs to match services to clients.

1.3 Identify particular needs of clients to enable targeted service delivery.

1.4 Match requests from clients to the appropriate service from a defined range of options.

1.5 Report problems in matching service delivery to clients to supervisor.

2. Deliver client service

2.1 Provide client service that meets client needs within the limitations of resources.

2.2 Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

2.3 Tailor service and communication techniques to the specific needs of clients.

2.4 Deal with complaints from clients and difficult situations.

2.5 Maintain client confidentiality as part of service delivery where required.

2.6 Collect data to assist in evaluating whether client needs have been met.

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 one occasion.

communicating with a diverse range of internal and external clients including negotiating, explaining and clarifying

solving problems

tailoring delivery to meet specific client needs

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.

public sector policies, procedures and guidelines related to client service delivery

current practice in client service delivery in the public sector

organisational client service charter, standards and procedures

limitations of resources for service delivery

public sector legislation, including work health and safety and environment in the context of client service delivery

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

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. Match service to client needs

1.1 Access and obtain information on the client base.

1.2 Use information on the client base and its needs to match services to clients.

1.3 Identify particular needs of clients to enable targeted service delivery.

1.4 Match requests from clients to the appropriate service from a defined range of options.

1.5 Report problems in matching service delivery to clients to supervisor.

2. Deliver client service

2.1 Provide client service that meets client needs within the limitations of resources.

2.2 Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

2.3 Tailor service and communication techniques to the specific needs of clients.

2.4 Deal with complaints from clients and difficult situations.

2.5 Maintain client confidentiality as part of service delivery where required.

2.6 Collect data to assist in evaluating whether client needs have been met.

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 one occasion.

communicating with a diverse range of internal and external clients including negotiating, explaining and clarifying

solving problems

tailoring delivery to meet specific client needs

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.

public sector policies, procedures and guidelines related to client service delivery

current practice in client service delivery in the public sector

organisational client service charter, standards and procedures

limitations of resources for service delivery

public sector legislation, including work health and safety and environment in the context of client service delivery

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

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
Access and obtain information on the client base. 
Use information on the client base and its needs to match services to clients. 
Identify particular needs of clients to enable targeted service delivery. 
Match requests from clients to the appropriate service from a defined range of options. 
Report problems in matching service delivery to clients to supervisor. 
Provide client service that meets client needs within the limitations of resources. 
Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation. 
Tailor service and communication techniques to the specific needs of clients. 
Deal with complaints from clients and difficult situations. 
Maintain client confidentiality as part of service delivery where required. 
Collect data to assist in evaluating whether client needs have been met. 
Access and obtain information on the client base. 
Use information on the client base and its needs to match services to clients. 
Identify particular needs of clients to enable targeted service delivery. 
Match requests from clients to the appropriate service from a defined range of options. 
Report problems in matching service delivery to clients to supervisor. 
Provide client service that meets client needs within the limitations of resources. 
Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation. 
Tailor service and communication techniques to the specific needs of clients. 
Deal with complaints from clients and difficult situations. 
Maintain client confidentiality as part of service delivery where required. 
Collect data to assist in evaluating whether client needs have been met. 

Forms

Assessment Cover Sheet

PSPGEN003 - Deliver a service 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

PSPGEN003 - Deliver a service 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: