Google Links

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
  2. Deliver client service

Required Skills

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

Skill requirements

Look for evidence that confirms skills in

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

solving problems

tailoring delivery to meet specific client needs

responding to diversity including gender and disability

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

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

equity and diversity issues impacting on client service delivery

limitations of resources for service delivery

public sector legislation such as occupational health and safety and environment in the context of client service delivery

Evidence Required

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole It must be read in conjunction with the Unit descriptor Performance Criteria the Range Statement and the Assessment Guidelines for the Public Sector Training Package

Units to be assessed together

Prerequisite units that must be achieved prior to this unitNil

Corequisite units that must be assessed with this unitNil

Coassessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include but are not limited to

PSPGOVB Work in a public sector environment

PSPGOV201B Work in a public sector environment

PSPGOVB Use routine workplace communication techniques

PSPGOV202B Use routine workplace communication techniques

PSPGOVB Access and use resources

PSPGOV204B Access and use resources

PSPGOVB Handle workplace information

PSPGOV206B Handle workplace information

PSPGOVB Use technology in the workplace

PSPGOV207B Use technology in the workplace

PSPGOVA Write routine workplace materials

PSPGOV208A Write routine workplace materials

PSPOHSB Follow workplace safety procedures

PSPOHS201B Follow workplace safety procedures

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

client service delivery in a range of or more contexts or occasions over time

Resources required to carry out assessment

These resources include

legislation policy procedures and protocols relating to client service in the public sector

case studies and workplace scenarios to capture the range of client service situations likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when delivering a service to clients including coping with difficulties irregularities and breakdowns in routine

client service delivery in a range of or more contexts or occasions over time

Assessment methods should reflect workplace demands such as literacy and the needs of particular groups such as

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups

Assessment methods suitable for valid and reliable assessment of this competency may include but are not limited to a combination of or more of

case studies

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace andor training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments


Range Statement

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

public sector management acts

financial management acts

privacy legislation

equal employment opportunity, anti-discrimination and harassment legislation

occupational health and safety legislation

consumer legislation

environment legislation.

risk management guidelines

ethics and accountability standards

public sector standards

fraud control standards

government security standards

organisational policy, procedures and protocols

Clients may be:

internal

external

individual members of the public

other agencies and community groups

other work areas of the organisation

individual members of the organisation

senior management

Client services are:

specific to the organisation, within the capabilities and resources of the organisation

Communication techniques may include:

active listening

using open and/or closed questions

speaking clearly and concisely

varying language and tone of voice to suit the audience and purpose

giving clients full attention

maintaining eye-contact (for face-to-face interactions) if culturally appropriate

non-verbal communication (for face-to-face interactions) such as:

body language

personal presentation

clear, legible writing

handling of sensitive and confidential issues

Specific needs may relate to:

disabilities

language

ethnicity

gender

culture

age

remote location

Difficult situations may require:

negotiation techniques including:

effective listening

questioning

constructive feedback

issues identification

exploring options

identifying areas of agreement

recording agreements

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues.

conflict resolution

expert assistance, such as interpreting service, counselling service, ethnic support worker, etc

referral to senior staff