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Elements and Performance Criteria

  1. Identify client needs by collecting routine information
  2. Deliver client service
  3. Review client service

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include knowledge of

Principles of effective client service delivery

Specific services available and provided

Differences in client needs and how to accommodate these needs in service delivery

Essential skills

It is critical that the candidate demonstrate the ability to

Establish rapport with clients

Incorporate requirements of a diverse range of clients into service delivery

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include the ability to

Apply oral communication skills required to fulfil the job role in the organisationserviceOral communication skills may include listening asking questions providing encouragementLanguage used may be English sign language or community language depending on client group

Apply oral communication skills required to fulfil the job role in the organisation/service
Oral communication skills may include listening, asking questions, providing encouragement
Language used may be English, sign language or community language depending on client group

Apply literacy competence required to fulfil the procedures of the organisationservice and according to the support available in the workplaceLanguage used may be English or community language depending on the client group

Apply literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace
Language used may be English or community language depending on the client group

Maintain documentation as required including effective use of relevant information technology in line with work health and safety WHS guidelines

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions

Assessment may be conducted over one occasion but must include a range of client needs

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment

Assessment may include observation questioning and evidence gathered from a workplace environment


Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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.

Client service delivery includes:

The full range of services offered by the organisation including direct care and support, provision of information, referral to relevant organisations and application of existing organisation services

Clients may include:

Self referring or referred

Individual members of the public

Other organisations and community groups

Other work areas of the organisation

Individual members of the organisation

Senior management

Special client needs could relate to:

Disabilities

Language

Gender

Culture

Age

Remote location

Service delivery is to occur within:

Protocol

Duty of care responsibility

Codes of conduct and ethical performance

Organisation standards