Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CPPSEC2105 Mapping and Delivery Guide
Provide quality services to a range of security clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CPPSEC2105 - Provide quality services to a range of security clients
Description
Employability Skills
Learning Outcomes and Application This unit specifies the skills and knowledge required to provide quality services to a range of security clients, demonstrating professionalism and courtesy. For the purposes of this unit of competency, clients are any persons or groups that request or use professional security advice or services, paid or unpaid.It includes: identifying the range of security clients and their individual service needsclarifying and applying workplace procedures and policies to comply with legal rights and responsibilities, and meet client service standardsworking and communicating with clients to establish positive relationships, take required actions to meet their needs and resolve conflict and complaints, improve service provision.It applies to people working under general supervision as members of a security team.This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify clients and establish positive relationships.
  • Identify security clients and their individual service requirements.
  • Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.
  • Check personal presentation to ensure it complies with workplace standards for appearance.
  • Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.
       
Element: Provide services to meet client needs and maintain client satisfaction.
  • Confirm security service needs with client and maintain confidentiality and professional conduct.
  • Select and explain service options to meet client needs in accordance with work instructions.
  • Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.
  • Seek assistance from relevant persons to meet client needs where personal limitations are identified.
  • Provide security services to meet client needs, and report outcomes to the client in a timely manner.
       
Element: Respond to client complaints and special requirements to improve service provision.
  • Identify client special needs or requirements and adjust service to meet needs.
  • Seek feedback to ascertain possible causes of client dissatisfaction.
  • Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.
  • Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify security clients and their individual service requirements. 
Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities. 
Check personal presentation to ensure it complies with workplace standards for appearance. 
Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences. 
Confirm security service needs with client and maintain confidentiality and professional conduct. 
Select and explain service options to meet client needs in accordance with work instructions. 
Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction. 
Seek assistance from relevant persons to meet client needs where personal limitations are identified. 
Provide security services to meet client needs, and report outcomes to the client in a timely manner. 
Identify client special needs or requirements and adjust service to meet needs. 
Seek feedback to ascertain possible causes of client dissatisfaction. 
Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision. 
Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures. 

Forms

Assessment Cover Sheet

CPPSEC2105 - Provide quality services to a range of security clients
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPSEC2105 - Provide quality services to a range of security clients

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: