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

Skill requirements

Look for evidence that confirms skills in

marketing and promotion of client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

using technical and other vocabulary

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

networking with clients suppliers and stakeholders

monitoring and reviewing client services

responding to diversity including gender and disability

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

equal employment opportunity equity and diversity principles

organisational goals and policies relating to client service delivery

monitoring review strategies and methodologies for client services

occupational health and safety and environmental issues relating to the provision 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 Maintain and enhance confidence in public service

PSPETHC601B Maintain and enhance confidence in public service

PSPGOVB Apply government systems

PSPGOV601B Apply government systems

PSPGOVB Establish and maintain strategic networks

PSPGOV602B Establish and maintain strategic networks

PSPLEGNB Manage compliance with legislation in the public sector

PSPLEGN601B Manage compliance with legislation in the public sector

PSPPOLA Manage policy implementation

PSPPOL603A Manage policy implementation

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 the Employability Skills as they relate to this unit see Employability Summaries in Qualifications Framework

management of quality client services in a range of or more contexts or occasions over time

Resources required to carry out assessment

These resources include

legislation procedures guidelines and protocols relating to client services

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

organisational materials on the range and type of services provided

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 managing quality client service including coping with difficulties irregularities and breakdowns in routine

management of quality 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

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

Stakeholders may include:

Clients may include:

Client services may include:

Business unit may refer to:

Legislation requirements and organisational policy may include: