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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. Analyse client needs
   • Gather information on the client group from a range of sources.
   • Use information on the client group to target service provision for clients.
   • Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.
   • Seek and consider client feedback in order to respond to changing needs.
2. Review client service
   • Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.
   • Use client feedback on service delivery to refine the service.
   • Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.
   • Identify and address individual differences of clients.
   • Identify significant problems in addressing client needs and refer to appropriate staff.
3. Promote client services
   • Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.
   • Promote a range of service options for clients.
   • Assist clients, using a range of communication techniques, to identify their needs and select the best available service.
   • Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.
4. Develop and enhance client service
   • Ensure improvements to client service are within policy and budgetary frameworks.
   • Establish and implement appropriate strategies for meeting changing client needs.
   • Use information on the product and/or service to match client needs with service delivery.
   • Modify specified aspects of the service or service delivery to meet changing client and service requirements.
   • Adapt client service within procedural and legislative requirements to maintain high standards of delivery.
5. Analyse client needs
   • Gather information on the client group from a range of sources.
   • Use information on the client group to target service provision for clients.
   • Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.
   • Seek and consider client feedback in order to respond to changing needs.
6. Review client service
   • Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.
   • Use client feedback on service delivery to refine the service.
   • Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.
   • Identify and address individual differences of clients.
   • Identify significant problems in addressing client needs and refer to appropriate staff.
7. Promote client services
   • Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.
   • Promote a range of service options for clients.
   • Assist clients, using a range of communication techniques, to identify their needs and select the best available service.
   • Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.
8. Develop and enhance client service
   • Ensure improvements to client service are within policy and budgetary frameworks.
   • Establish and implement appropriate strategies for meeting changing client needs.
   • Use information on the product and/or service to match client needs with service delivery.
   • Modify specified aspects of the service or service delivery to meet changing client and service requirements.
   • Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

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

recordkeeping and interpreting records

monitoring and evaluation

communicating with a diverse range of clients, including through negotiation and problem-solving

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

analysing feedback on client service delivery

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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 WHS and environment, policies, procedures, standards and guidelines relating to client service

principles of client service delivery in the public sector

organisation specific client services available

organisation client service standards

client services provided by the organisation

organisational goals and processes

government processes

limitations of resources for service delivery

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