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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Determine support issues
   • Review current client support procedures followed by the organisation if appropriate
   • Gather feedback from client detailing positive and negative aspects of their contact with the organisation
   • Gather feedback from user who executes client support procedures, detailing problems with current methods
2. Develop client support procedures
   • Create or update client support procedures using information gathered from client and user
   • Forward new client support procedures to appropriate person for review
3. Provide recommended changes for client support policy
   • Evaluate feedback on client support policy
   • Incorporate changes to client support policy
   • Determine impact the new policy will have on organisational guidelines and client interactions
   • Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner
   • Forward report and updated policy to appropriate person for approval
4. Update documented client support policy
   • Amend policies to include new client support procedures
   • Issue new policies to clients and users in line with organisational guidelines
   • Maintain policy updates in line with organisational guidelines

Performance Evidence

Evidence of the ability to:

evaluate and analyse existing client support policy and procedures

create or update procedures for current or emerging needs

elicit feedback and review proposed changes

make recommendations on new changes

update and maintain policies.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

discuss current trends and issues in information and communications technology (ICT) relevant to client support

describe the key features of the organisational guidelines for client maintenance and administration

explain the key features of organisational policy for access and security

describe the review process and its key stages.

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