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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. Assist clients to articulate needs
   • Explore, specify and agree on client needs.
   • Match available services and/or products to client needs.
   • Advise clients of options and explain in a manner suited to client requirements.
   • Assist clients to evaluate options to satisfy their needs.
   • Communicate to clients their rights and responsibilities in relation to the service and/or product.
2. Satisfy client needs
   • Determine preferred product and/or service and prioritise for action.
   • Develop and deliver customised solutions within limits of own authority.
   • Explain reasons why if the required service cannot be provided.
   • Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
3. Exercise judgment to resolve client service issues
   • Identify potential difficulties in client service delivery and its impact for clients and the organisation.
   • Explain options for resolution, within limits of own authority.
   • Propose viable options and address issues.
   • Refer matters where a solution cannot be found.
4. Assist clients to articulate needs
   • Explore, specify and agree on client needs.
   • Match available services and/or products to client needs.
   • Advise clients of options and explain in a manner suited to client requirements.
   • Assist clients to evaluate options to satisfy their needs.
   • Communicate to clients their rights and responsibilities in relation to the service and/or product.
5. Satisfy client needs
   • Determine preferred product and/or service and prioritise for action.
   • Develop and deliver customised solutions within limits of own authority.
   • Explain reasons why if the required service cannot be provided.
   • Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
6. Exercise judgment to resolve client service issues
   • Identify potential difficulties in client service delivery and its impact for clients and the organisation.
   • Explain options for resolution, within limits of own authority.
   • Propose viable options and address issues.
   • Refer matters where a solution cannot be found.

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.

applying legislation, regulations and policies relating to client service

communicating with a diverse range of clients

negotiating variations and changes with clients within limits of own authority and referring to senior staff as required

using a variety of words and language structures to explain sometimes complex ideas to different audiences

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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 legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to privacy, anti-discrimination and harassment, consumers and environment

public sector management Acts

risk management guidelines

ethics and accountability standards

public sector standards

organisational standards for client service

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