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

Organisation specific client services provided

Promotion and marketing of services

Service delivery skills

Essential skills

It is critical that the candidate demonstrate the ability to

Establish and maintain a network of service providers

Incorporate the requirements of all groups in client service delivery

Demonstrate responsiveness to client needs

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 organisationservice

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

language used may be English or community language depending on the service organisation

Utilise relevant information technology effectively in line with occupational health and safety OHS guidelines

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 must include assessment of competency in dealing with a range of existing and new clients

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 observations questioning or evidence gathered from the workplace eg testimonial from clients and colleagues promotional material etc

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. testimonial from clients and colleagues, promotional material etc.

Client services are:

Clients may include:

Special client needs could relate to: