Assessor Resource

SISXCCS403A
Determine needs of client populations

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to those working autonomously and within supervisory roles in a sport, recreation or fitness environment at a local, state or national level. It applies to personnel who are responsible for planning and conducting coaching programs for athletes in a sport-specific training or competition setting. This may include schools and local sporting clubs; those managing high-performance individual or team athletes, such as sports trainers; and those planning, implementing and evaluating outdoor recreation programs and activities across a range of activity areas, such as operations managers and outdoor adventure guides. This unit may also apply to program developers and talent development managers who are responsible for identifying and developing athletes, managing competitions in a range of sporting organisations, and managing sports venues and facilities.

This unit describes the performance outcomes, skills and knowledge required to gather, analyse and interpret data to plan and evaluate client service relationships and develop methods of improvement.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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

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.

Overview of assessment

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

Evidence of the following is essential:

works within organisational systems to build knowledge of client population profiles and needs by using a range of sources to research and analyse client market segments and to identify issues of potential significance that may impact on the organisation's capacity to plan and deliver appropriate services

uses research knowledge to assess, plan and develop systems to deliver professional and quality service to client populations in an appropriate timeframe

modifies existing service-delivery systems in response to changes in client populations and client feedback within organisational quality improvement systems.

Context of and specific resources for assessment

Assessment must ensure development of rapport with client populations, participation in research activities, and planning and evaluation of client service provision which is of sufficient breadth to demonstrate competency and consistency of performance.

Assessment must also ensure access to:

a range of client populations

sources of information on client population profiles in the sport and recreation industry

an environment or facility with a range of service provision

relevant legislation and organisational policies and procedures regarding the planning and improvement of service provision to client populations

organisational marketing plans and objectives.

Method 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 facilitating client service-provision review and following up review outcomes

oral and or written questioning to assess knowledge of relevant legislation which impacts on the planning and delivery of services for client populations

portfolio showing evidence of analysis of client population market segments and new or modified plan for service delivery.

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

SISXIND403A Analyse participation patterns.

Guidance information for assessment

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

communication skills to:

source and elicit information about the needs of client populations

seek feedback from client populations for the improvement of service delivery

literacy and numeracy skills to analyse and interpret information and data to inform the planning and development of delivery of services to meet the needs of client populations

problem-solving skills to:

identify issues that may affect service delivery

plan and implement strategies to improve service-delivery outcomes for client populations

planning and organising skills to develop, implement, monitor and evaluate a service-delivery plan

technology skills to access information in electronic form.

Required knowledge

legislation and organisational policies and procedures to enable the delivery of professional, fair and equitable services to all client populations

organisational services and products, to enable them to be aligned to the needs of client populations

dimensions and characteristics of client populations to enable client needs and services to be matched appropriately and accurately

marketing principles, such as identifying key market segments, market trends and developments and changing client requirements to enable the identification of new and emerging needs to inform planning

research and analysis techniques and information sources to enable the collection and interpretation of information on client populations to inform planning and delivery

best practice principles to enhance and maintain optimal service delivery.

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.

Client populations may include:

internal and external

customers with routine or special requests

regular and new

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities

government bodies

other organisations.

Information may include:

market segments

client attributes or characteristics

client needs and expectations

client satisfaction levels

trends for client population.

Formal channels may include:

customer satisfaction surveys

information from the Australian Bureau of Statistics

industry research

peak bodies.

Informal channels may include:

raw data collected at operational or tactical levels from colleagues

word of mouth

informal interviews.

Relevant legislation may include:

equal opportunity

anti-discrimination

privacy

consumer law

environmental law

occupational health and safety.

Organisational policies and procedures may include:

budget provisions

access to and collection of market information

codes of conduct

promotion of services

reporting requirements

feedback mechanisms

information protocols

security and confidentiality requirements

management and accountability channels.

Immediate environment may include:

business

training

competition

indoor and outdoor

regulatory.

Plan may include:

objectives

timeframes

roles and responsibilities.

Strategies may include:

promotional activities

educational activities.

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 client populations for relevant service area. 
Source information on client populations through formal and informal channels, according to relevant legislation and organisational policies and procedures. 
Analyse and interpret information to identify and assess client needs, expectations and satisfaction levels with current service delivery. 
Identify issues in the immediate environment that may impact on the ability to address client population needs. 
Identify and analyse competitive service delivery and scope best practice. 
Assess current service provision according to identified client population needs and industry best practice, and identify gaps. 
Develop a plan to deliver improved client services according to analysis, relevant legislation and organisational policies and procedures. 
Select strategies to implement service-delivery plan in consultation with appropriate personnel. 
Monitor service delivery according to organisational policies and procedures. 
Modify specific aspects of product or service delivery to meet changing client service requirements, according to relevant legislation and organisational policies and procedures. 
Seek feedback from clients on level of satisfaction with service provision. 
Review service delivery according to organisational policies and procedures. 
Make recommendations for further improvements to service delivery based on review and client feedback. 
Implement appropriate initiatives to improve service delivery in consultation with appropriate personnel and according to organisational policies and procedures. 

Forms

Assessment Cover Sheet

SISXCCS403A - Determine needs of client populations
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

SISXCCS403A - Determine needs of client populations

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: