Required skills

communication skills to

consult with clients and elicit information required to determine their needs

convey information about services

advise clients of appropriate services

problemsolving skills to

match client needs with available service options

negotiate modifications and solutions to address specific client needs

literacy and numeracy skills to complete documentation in relation to service delivery

initiative and enterprise skills to generate solutions to meet client needs

Required knowledge

detailed product knowledge to recommend customised solutions to meet clients needs

legislation and organisational policies and procedures to enable provision of optimum client services

services offered by other sport and recreation providers to make recommendations to clients when their needs cannot be met

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

interacts with clients professionally and in a nondiscriminatory manner using a clientcentred approach to convey information about the organisations services

identifies client needs and develops and recommends customised solutions using appropriate communication strategies

interacts with a range of clients to identify their needs and develops a rapport with clients to obtain satisfactory outcomes

Context of and specific resources for assessment

Assessment must ensure the identification of client needs relevant to the candidates current or intended work environment and the development of customised solutions to demonstrate consistency of performance

Assessment must also ensure access to

sport and recreation environments and providers clients and information about service provision

documentation related to service provision and organisational policies and procedures for customer service

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of interacting with a range of clients including conveying information about service options and negotiating satisfactory outcomes

oral and or written questioning to assess knowledge of the organisations policies and procedures for delivering customised client services

thirdparty reports from a supervisor detailing appropriate work performed by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SISXCCSA Coordinate client service activities

SISXCCS402A Coordinate client service activities.

Guidance information for assessment

Client services may include:

Organisational policies and procedures may include:

Clients may include:

Client needs may include:

Areas of difficulty may include:

Relevant legislation may include:

Solutions may include:

Documentation may include:

Appropriate personnel may include: