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

CPPSEC3105 Mapping and Delivery Guide
Coordinate provision of quality security services to clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CPPSEC3105 - Coordinate provision of quality security services to clients
Description
Employability Skills
Learning Outcomes and Application This unit specifies the skills and knowledge required to coordinate provision of quality security services to a range of clients.It includes:clarifying work instructions, procedures and policies to deliver quality client services that satisfy specific client needs and preferencesusing interpersonal techniques and negotiation to offer service options that meet client requirementsmonitoring services and implementing contingency measures to maintain client satisfaction and negotiate resolution of conflict or client complaintsusing interview and survey techniques to gather feedback on client service satisfaction and identifying and implementing service improvements.It applies to people working independently or under limited 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 client needs and service preferences.
  • Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.
  • Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.
  • Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.
  • Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.
       
Element: Deliver quality client service.
  • Review and follow work instructions to provide client services.
  • Identify client’s special requirements and adjust service to meet their needs.
  • Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.
  • Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.
  • Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.
       
Element: Review and improve client service.
  • Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.
  • Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.
  • Record and implement agreed improvements to client service procedures.
  • Securely maintain client records according to legislative and workplace requirements.
       

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
Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients. 
Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations. 
Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option. 
Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons. 
Review and follow work instructions to provide client services. 
Identify client’s special requirements and adjust service to meet their needs. 
Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction. 
Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances. 
Use negotiation to resolve conflict and client complaints, and report issues to relevant persons. 
Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques. 
Analyse client feedback in consultation with relevant persons and identify improvements to future service provision. 
Record and implement agreed improvements to client service procedures. 
Securely maintain client records according to legislative and workplace requirements. 

Forms

Assessment Cover Sheet

CPPSEC3105 - Coordinate provision of quality security services to 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

CPPSEC3105 - Coordinate provision of quality security services to 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: