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. Analyse client needs
  2. Review client service
  3. Promote client services
  4. Develop and enhance 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

recordkeeping and interpreting records

monitoring and evaluation

using a range of communication techniques 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

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 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

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

PSPETHCB Promote the values and ethos of public service

PSPETHC501B Promote the values and ethos of public service

PSPGOVB Coordinate resource allocation and usage

PSPGOV503B Coordinate resource allocation and usage

PSPGOVB Undertake research and analysis

PSPGOV504B Undertake research and analysis

PSPGOVA Promote diversity

PSPGOV505A Promote diversity

PSPGOVA Undertake negotiations

PSPGOV507A Undertake negotiations

PSPGOVA Manage conflict

PSPGOV508A Manage conflict

PSPGOVA Provide leadership

PSPGOV511A Provide leadership

PSPGOVA Use complex workplace communication strategies

PSPGOV512A Use complex workplace communication strategies

PSPGOVA Facilitate change

PSPGOV514A Facilitate change

PSPGOVA Develop and use emotional intelligence

PSPGOV516A Develop and use emotional intelligence

PSPLEGNB Promote compliance with legislation in the public sector

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHSA Monitor and maintain workplace safety

PSPOHS501A Monitor and maintain workplace safety

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

development of client services 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 services

case studies and workplace scenarios to capture the range of situations likely to be encountered when developing client services

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 developing client services including coping with difficulties irregularities and breakdowns in routine

development of client services 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

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

portfolios

questioning

scenarios

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.

Clients may include:

individual members of the public

other agencies, community groups and individuals

other work areas of the organisation

work colleagues

senior management

Specific client needs may include:

disabilities

language

ethnicity

gender

culture

age

remote location

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

client service charters

fraud control standards

government security standards

organisational policy, procedures and protocols

Negotiation may include:

effective listening

questioning

constructive feedback

issues identification

options exploration

areas of agreement identification

agreement recording

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues