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

Required Skills

conflict resolution

listening questioning and other relevant communication skills

working effectively with different ages genders and races

negotiation including providing supporting reasons and considering suggestions of others

locating information

reading selectively and summarising information

working individually and as part of a team

problem solving

decision making

time management

planning and managing own work priorities

selfassessment of service level provided

using software and technology appropriate to position

Required Knowledge

council policies and procedures relevant to customer service and information

councils antidiscrimination guidelines

local area community profile

local community cultures

functions of local government

major regulatory functions of council

council services facilities and activities

council organisation and structure

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria The knowledge and skill requirements described in the Range Statement must also be demonstrated For example knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated

Critical aspects of evidence to be considered

The demonstrated ability to

locate interpret and provide relevant information to customer requests

seek assistance when necessary in an effort to provide service to customers

complete appropriate workplace records when responding to customer requests

deal appropriately with difficult customer situations

communicate consistently and effectively with members of the public

work in accordance with council policies and procedures

Context of assessment

On the job or in a simulated workplace environment

Method of assessment

The following assessment methods are suggested

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written andor oral questioning to assess knowledge and understanding

completion of workplace documentation

thirdparty reports from experienced practitioners

completion of selfpaced learning materials including personal reflection and feedback from trainer coach or supervisor

Evidence required for demonstration of consistent performance

Evidence will need to be gathered over time across a range of variables

Resource implications

Access to a workplace or simulated roleplay process involving a range of customer enquiries and complaints relating to council issues

Customers may include:

Effective communication may include:

Requests for information may include:

Completion of necessary documentation may include:

Communication with the public may include:

Opportunities for customer feedback may include:

Council procedures may include:

Procedures for dealing with difficult customers may include:

Review of feedback includes: