Assessor Resource

SIFCCS004A
Coordinate interaction with clients

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to supervisory staff in a range of workplace contexts.

This unit describes the performance outcomes, skills and knowledge required to ensure that staff members meet workplace standards for service to customers. It involves coordinating other staff and monitoring customer service standards provided by team members.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil

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.

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

Evidence of the following is essential:

ability to monitor customer service provided by team members and identify and addresses deficiencies

the resolution of client complaints according to workplace policies and procedures

the provision of accurate feedback to management on operational customer service matters

coordinating interaction with clients over a period of time to ensure consistency of performance and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where staff briefings can occur and feedback can be given to team members

involvement of and interaction with a team for which the candidate is leader.

access to relevant documentation, such as client complaints.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of candidate monitoring, identifying and resolving client complaints, including referral of issues outside own authority

written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to provision of customer service and resolution of complaints

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

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

SIFMGT002A Coordinate staff.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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

interpersonal skills to relate to people from a range of social, cultural, religious and ethnic backgrounds and with a range of physical and mental abilities

problem-solving skills to identify customer service issues and resolve complaints

communication skills, including clear and direct communication to provide operational information to management and advise staff on customer service standards and responsive communication when negotiating client complaints

literacy and numeracy skills to understand written information

teamwork skills to support team members and coordinate and supervise staff.

Required knowledge

workplace policies and procedures in relation to customer service

broad working knowledge of relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations

social, religious and cultural differences and traditions

funeral services industry communication protocols.

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.

Customers may include:

internal or external

other agencies

individual members of the organisation

individual members of the public.

Customer service standards may include:

identification of clients' special needs

timely provision of services

provision of feedback

resolution of complaints.

Workplace policies and procedures may include:

standard operating policies and procedures

communication protocols

complaints procedures

standards and certification requirements

quality assurance procedures

OHS.

Corrective action may include:

authorising appropriate action

undertaking appropriate action

referring to a higher authority.

Operational information may include:

data on enquiry flows, peaks and troughs

data on types of enquiries

information about changing client needs

information about staffing levels and needs.

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
Identify workplace customer service standards. 
Communicate workplace customer service standards to team members. 
Monitor implementation of customer service standards according to workplace policies and procedures. 
Identify deficiencies in service provision and take corrective action according to workplace policies and procedures. 
Provide feedback on quality of service provision to team members and management according to workplace policies and procedures. 
Monitor client complaints according to workplace policies and procedures. 
Take corrective action to resolve client complaints according to workplace policies and procedures. 
Identify clients' special needs and respond according to workplace policies and procedures. 
Refer customer service issues that may affect workplace operation to management. 
Provide operational information to management in order to facilitate customer service planning. 

Forms

Assessment Cover Sheet

SIFCCS004A - Coordinate interaction with 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

SIFCCS004A - Coordinate interaction with 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: