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

Design and development of client services

Legislative and statutory frameworks influencing provision of client services

Current development in effective client service delivery

Marketing and promotion techniques

Evaluation and review

Strategic planning and organisation development

Essential skills

It is critical that the candidate demonstrate the ability to

Establish and maintain a network of clients

Incorporate the requirements of specific groups in all client service work

Meet quality service standards

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

Communicate effectively with both staff and clients

Effectively coordinate resources in a complex environment

Manage a team effectively

Manage contingencies

Use computer and software technology as required by the workplace

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 should include assessment of all aspects of delivery of a quality client service and with a range of new or existing 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 portfolios completed records of client needs etc

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. portfolios, completed records of client needs etc.

Client services refer to community services and may include:

Clients may include:

Resources include:

Quality service standards include:

Legislation and policies and procedures include: