Assessor Resource

PSPMGT005
Manage quality client service

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills required to manage the promotion, delivery and review of client service within complex or changing circumstances in the public sector. It includes analysing client needs, delivering service which satisfies changing client requirements, gaining employee commitment to quality service delivery, and promoting and monitoring client service.

This unit applies to those working in management roles responsible for quality control.

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 autonomously with management responsibilities, performing complex tasks in a range of 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. Analyse client needs

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.

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.

marketing and promoting client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

explaining complex ideas to different audiences

networking with clients, suppliers and stakeholders

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.

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

organisational goals and policies relating to 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. Analyse client needs

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.

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.

marketing and promoting client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

explaining complex ideas to different audiences

networking with clients, suppliers and stakeholders

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.

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

organisational goals and policies relating to 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
Consult key stakeholders and clients to determine options for addressing client needs. 
Understand options for service delivery to match client services to client needs. 
Develop and maintain records of client needs. 
Identify client requirements and review client feedback. 
Review service delivery to ensure it satisfies requirements of clients. 
Provide current and relevant information and materials to clients in accordance with their needs. 
Ensure service delivery is based on current client requirement information. 
Reflect current good practice in client service delivery. 
Identify and address problems in client service delivery. 
Implement improvements to client services practices and procedures within the area of responsibility. 
Adopt a consultative approach within the business unit to formulate service delivery standards. 
Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery. 
Identify and recognise quality client service provided by individuals or workgroups. 
Model quality client service for employees within the business unit. 
Market service to potential clients. 
Identify potential areas of difficulty in client services and recommend solutions. 
Resolve client concerns about the service and refer complaints of a serious nature to senior staff. 
Action responses to clients within an acceptable timeframe. 
Use relevant information on markets and trends to review client service delivery. 
Develop performance indicators to monitor and improve client service delivery. 
Consult key stakeholders and clients to determine options for addressing client needs. 
Understand options for service delivery to match client services to client needs. 
Develop and maintain records of client needs. 
Identify client requirements and review client feedback. 
Review service delivery to ensure it satisfies requirements of clients. 
Provide current and relevant information and materials to clients in accordance with their needs. 
Ensure service delivery is based on current client requirement information. 
Reflect current good practice in client service delivery. 
Identify and address problems in client service delivery. 
Implement improvements to client services practices and procedures within the area of responsibility. 
Adopt a consultative approach within the business unit to formulate service delivery standards. 
Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery. 
Identify and recognise quality client service provided by individuals or workgroups. 
Model quality client service for employees within the business unit. 
Market service to potential clients. 
Identify potential areas of difficulty in client services and recommend solutions. 
Resolve client concerns about the service and refer complaints of a serious nature to senior staff. 
Action responses to clients within an acceptable timeframe. 
Use relevant information on markets and trends to review client service delivery. 
Develop performance indicators to monitor and improve client service delivery. 

Forms

Assessment Cover Sheet

PSPMGT005 - Manage quality client service
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

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Assessor name:

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Assessment Record Sheet

PSPMGT005 - Manage quality client service

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: