The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions

Assessment should include assessment of all aspects of delivery of a quality client service and with a range of new or existing clients

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment:

Assessment may include observations, questioning or evidence gathered from the workplace
e.g. portfolios, completed records of client needs etc.

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

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Design and development of client services

Legislative and statutory frameworks influencing provision of client services

Current development in effective client service delivery

Marketing and promotion techniques

Evaluation and review

Strategic planning and organisation development

Essential skills:

It is critical that the candidate demonstrate the ability to:

Establish and maintain a network of clients

Incorporate the requirements of specific groups in all client service work

Meet quality service standards

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Communicate effectively with both staff and clients

Effectively coordinate resources in a complex environment

Manage a team effectively

Manage contingencies

Use computer and software technology , as required by the workplace

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Client services refer to community services and may include:

Provision of social housing

Homelessness support

Provision of accommodation support services

Counselling

Case work

Referral to health services

Family support

Drug and alcohol services

Mental health services

Clients may include:

Self referral or referred

Individual members of the public

Other organisations, community groups and individuals

Other work areas of the organisation

Senior management

Resources include:

Service delivery staff

Key organisation personnel

Finances for system infrastructure

Appropriate information technology

Quality service standards include:

National community housing standards

SAAP service standards

Legislation and policies and procedures include:

Duty of care

Occupational health and safety (OHS)

Administrative processes

Grievance complaints and disciplinary procedures

Staff conditions

Industrial award