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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. Match service to client needs
   • Access and obtain information on the client base.
   • Use information on the client base and its needs to match services to clients.
   • Identify particular needs of clients to enable targeted service delivery.
   • Match requests from clients to the appropriate service from a defined range of options.
   • Report problems in matching service delivery to clients to supervisor.
2. Deliver client service
   • Provide client service that meets client needs within the limitations of resources.
   • Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.
   • Tailor service and communication techniques to the specific needs of clients.
   • Deal with complaints from clients and difficult situations.
   • Maintain client confidentiality as part of service delivery where required.
   • Collect data to assist in evaluating whether client needs have been met.
3. Match service to client needs
   • Access and obtain information on the client base.
   • Use information on the client base and its needs to match services to clients.
   • Identify particular needs of clients to enable targeted service delivery.
   • Match requests from clients to the appropriate service from a defined range of options.
   • Report problems in matching service delivery to clients to supervisor.
4. Deliver client service
   • Provide client service that meets client needs within the limitations of resources.
   • Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.
   • Tailor service and communication techniques to the specific needs of clients.
   • Deal with complaints from clients and difficult situations.
   • Maintain client confidentiality as part of service delivery where required.
   • Collect data to assist in evaluating whether client needs have been met.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

communicating with a diverse range of internal and external clients including negotiating, explaining and clarifying

solving problems

tailoring delivery to meet specific client needs

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector policies, procedures and guidelines related to client service delivery

current practice in client service delivery in the public sector

organisational client service charter, standards and procedures

limitations of resources for service delivery

public sector legislation, including work health and safety and environment in the context of client service delivery

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