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

Skill requirements

Look for evidence that confirms skills in

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 by policy and procedures

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

developing the required knowledge of services delivered to clients

responding to diversity including gender and disability

applying procedures relating to occupational health and safety and the environment in the context of client service

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

legislation regulations policies procedures and guidelines relating to client services such as

public sector management acts

privacy legislation

antidiscrimination 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

organisational productsservices to a sufficient breadth and depth to be able to develop a customised solution for a client

organisational standards for client service

the importance of communication in delivering client service

the individuals role in delivering client service on behalf of the organisation

equal employment opportunity equity and diversity principles

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

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

PSPETHCB Uphold the values and principles of public service

PSPETHC301B Uphold the values and principles of public service

PSPBORDA Calculate taxes fees and charges

PSPBORD305A Calculate taxes, fees and charges

PSPGOVB Work effectively in the organisation

PSPGOV301B Work effectively in the organisation

PSPGOVB Contribute to workgroup activities

PSPGOV302B Contribute to workgroup activities

PSPGOVB Build and maintain internal networks

PSPGOV303B Build and maintain internal networks

PSPGOVB Work effectively with diversity

PSPGOV308B Work effectively with diversity

PSPGOVA Use workplace communication strategies

PSPGOV312A Use workplace communication strategies

PSPGOVA Contribute to conflict management

PSPGOV314A Contribute to conflict management

PSPIMA Process claims

PSPIM301A Process claims

PSPLEGNB Comply with legislation in the public sector

PSPLEGN301B Comply with legislation in the public sector

PSPOHSA Contribute to workplace safety

PSPOHS301A Contribute to workplace safety

PSPPROCA Undertake basic procurement

PSPPROC302A Undertake basic procurement

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

assessment of client needs in a range of or more contexts or occasions over time

Resources required to carry out assessment

These resources include

legislation and organisational policy procedures and protocols relating to client service

case studies and workplace scenarios to capture the range of client services 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 addressing client needs including coping with difficulties irregularities and breakdowns in routine

assessment of client needs 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

projects

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

Clients may include:

Specification of client needs may require:

Explanations may be made through:

Organisational policies and guidelines may include:

Rights and responsibilities may include:

Communication techniques may include:

Legislation, policy and procedures may include:

Explanation may include: