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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. Identify and define client needs
  2. Deliver client service
  3. Monitor and improve client service delivery
  4. Review 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

applying legislation regulations and policies relating to client service

using a range of communication methods with a diverse range of clients including 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

recommending improvements to client service delivery within organisational constraints

responding to diversity including gender and disability

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

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

legislation policies procedures standards and guidelines relating to client service

principles of effective client service delivery

client services provided by the organisation

organisational goals and processes

government processes

limitations of resources for service delivery

equal employment opportunity equity and diversity principles

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

PSPETHCA Uphold and support the values and principles of public service

PSPETHC401A Uphold and support the values and principles of public service

PSPGOVB Use resources to achieve work unit goals

PSPGOV403B Use resources to achieve work unit goals

PSPGOVB Gather and analyse information

PSPGOV406B Gather and analyse information

PSPGOVA Value diversity

PSPGOV408A Value diversity

PSPGOVA Deal with conflict

PSPGOV411A Deal with conflict

PSPGOVA Use advanced workplace communication strategies

PSPGOV412A Use advanced workplace communication strategies

PSPGOVA Apply government processes

PSPGOV422A Apply government processes

PSPLEGNA Encourage compliance with legislation in the public sector

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPOHSB Implement workplace safety procedures and programs

PSPOHS401B Implement workplace safety procedures and programs

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 services delivered and monitored 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 delivery

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

client services delivered and monitored 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 workplace and 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.

Clients may include:

individual members of the public

other agencies

community groups

other work areas in the organisation

individual members of the organisation

senior management

government

Minister

Specific needs of clients may include:

age

culture

disability

ethnicity

gender

language

literacy and numeracy

medical conditions

remote location

state of mind

Client services may include:

any services (or products) provided by the organisation to internal or external clients

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

organisational enabling legislation

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 client service standards

client service charter

organisational policy, procedures and protocols

Service delivery occurs within:

protocols

duty of care responsibility

codes of conduct

framework of accountability

client service charter

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 when culturally appropriate (for face-to-face interactions)

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

body language

personal presentation.

using clear, legible writing

handling sensitive and confidential issues

Negotiation may include:

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

Accountability requirements may include:

client service records

client feedback procedures

refund policy

grievance procedures

complaints register

Assistance may include:

advice

mentoring

coaching

training