Assessor Resource

SIFXCSS001
Provide service to clients

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to deal with enquiries from internal and external funeral services clients. It applies to all staff working in the funeral services industry and involves ensuring that all work is performed according to work health and safety, relevant legislation and workplace policies and procedures.

No licensing, legislative 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)


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.

1. Receive and process client enquiries.

1.1 Receive client enquiries courteously and efficiently.

1.2 Clarify client needs or concerns, including any social and cultural needs.

1.3 Interact with clients with social and cultural sensitivity.

1.4 Seek assistance from manager or appropriate team member where required.

2. Deal with client feedback and complaints.

2.1 Assess options and solutions and provide information to clients.

2.2 Identify implications of options and solutions for clients and workplace.

2.3 Analyse appropriate options for resolution and explain and negotiate a resolution with client.

3. Finalise resolution.

3.1 Refer matters beyond scope of own authority to appropriate personnel.

3.2 Record and report details of client enquiries, feedback and complaints.

Evidence of the ability to:

deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and procedures

use effective communication and negotiation skills to clarify and resolve complaints and address feedback.

Evidence of performance responding to two or more enquiries of a different nature is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

range of funeral services enquiries, including but not restricted to:

service cost

advice or general information

current funeral arrangements

special burial requests

incorrect invoices or prices

dissatisfaction with service quality

service errors

making or changing appointments

notifying of a death or impending death

options for prepayment of funerals

products and services that assist in responding to client enquiries, including environmentally friendly options

implications of options and solutions for dealing with client feedback and complaints, including but not restricted to:

social, religious or cultural impediments

time delays

increased costs to client or business

negative impact on business reputation

negative impact on environment

increased staff workload

workplace policies and procedures for dealing with client enquiries, feedback and complaints

professional funeral services industry parameters when dealing with the bereaved

funeral services industry communication protocols

techniques for negotiation and dispute resolution

social, religious or cultural implications in the context of client enquiries and complaint resolution

relevant federal, state or territory, and local government legislation and regulations that may impact on providing service to clients, including:

work health and safety/occupational health and safety

antidiscrimination

Privacy Acts

Australian Consumer Law (ACL).

Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:

using suitable facilities, equipment and resources, including:

an environment that allows for service to clients to be conducted

communication technologies

documentation including workplace policies and procedures, relevant legislation and industry codes of practice relating to customer service

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

speed and timing requirements that reflect commercial operating conditions

interaction with relevant personnel

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.

1. Receive and process client enquiries.

1.1 Receive client enquiries courteously and efficiently.

1.2 Clarify client needs or concerns, including any social and cultural needs.

1.3 Interact with clients with social and cultural sensitivity.

1.4 Seek assistance from manager or appropriate team member where required.

2. Deal with client feedback and complaints.

2.1 Assess options and solutions and provide information to clients.

2.2 Identify implications of options and solutions for clients and workplace.

2.3 Analyse appropriate options for resolution and explain and negotiate a resolution with client.

3. Finalise resolution.

3.1 Refer matters beyond scope of own authority to appropriate personnel.

3.2 Record and report details of client enquiries, feedback and complaints.

Evidence of the ability to:

deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and procedures

use effective communication and negotiation skills to clarify and resolve complaints and address feedback.

Evidence of performance responding to two or more enquiries of a different nature is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

range of funeral services enquiries, including but not restricted to:

service cost

advice or general information

current funeral arrangements

special burial requests

incorrect invoices or prices

dissatisfaction with service quality

service errors

making or changing appointments

notifying of a death or impending death

options for prepayment of funerals

products and services that assist in responding to client enquiries, including environmentally friendly options

implications of options and solutions for dealing with client feedback and complaints, including but not restricted to:

social, religious or cultural impediments

time delays

increased costs to client or business

negative impact on business reputation

negative impact on environment

increased staff workload

workplace policies and procedures for dealing with client enquiries, feedback and complaints

professional funeral services industry parameters when dealing with the bereaved

funeral services industry communication protocols

techniques for negotiation and dispute resolution

social, religious or cultural implications in the context of client enquiries and complaint resolution

relevant federal, state or territory, and local government legislation and regulations that may impact on providing service to clients, including:

work health and safety/occupational health and safety

antidiscrimination

Privacy Acts

Australian Consumer Law (ACL).

Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:

using suitable facilities, equipment and resources, including:

an environment that allows for service to clients to be conducted

communication technologies

documentation including workplace policies and procedures, relevant legislation and industry codes of practice relating to customer service

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

speed and timing requirements that reflect commercial operating conditions

interaction with relevant personnel

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
Receive client enquiries courteously and efficiently. 
Clarify client needs or concerns, including any social and cultural needs. 
Interact with clients with social and cultural sensitivity. 
Seek assistance from manager or appropriate team member where required. 
Assess options and solutions and provide information to clients. 
Identify implications of options and solutions for clients and workplace. 
Analyse appropriate options for resolution and explain and negotiate a resolution with client. 
Refer matters beyond scope of own authority to appropriate personnel. 
Record and report details of client enquiries, feedback and complaints. 
Receive client enquiries courteously and efficiently. 
Clarify client needs or concerns, including any social and cultural needs. 
Interact with clients with social and cultural sensitivity. 
Seek assistance from manager or appropriate team member where required. 
Assess options and solutions and provide information to clients. 
Identify implications of options and solutions for clients and workplace. 
Analyse appropriate options for resolution and explain and negotiate a resolution with client. 
Refer matters beyond scope of own authority to appropriate personnel. 
Record and report details of client enquiries, feedback and complaints. 

Forms

Assessment Cover Sheet

SIFXCSS001 - Provide 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

SIFXCSS001 - Provide 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: