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

CSCORG012 Mapping and Delivery Guide
Manage activities to meet client requirements

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CSCORG012 - Manage activities to meet client requirements
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to negotiate client requirements, plan activities, maintain the work environment and monitor products and services.In the context of this unit clients may include:individual members of the publicindividual members of the organisationother work areas in the organisationexternal agencies in the justice systemother agencies and community groupsservice funding bodies targeting offender needssenior managementgovernment and MinistersThis unit applies to those working in a role delivering services or products to a client.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to liaison with external agencies and organisations.Those undertaking this unit work autonomously and collaboratively with a range of contacts and require strong analytical and decision-making skills.No licensing, legislative or certification requirements apply to unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

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 activities to meet client requirements, including coping with difficulties, irregularities and breakdowns in routine.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Prerequisites/co-requisites
Competency Field Organisational administration and management
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: Negotiate client requirements
  • Contribute to honest and confidential discussion of client interests.
  • Provide clear and accurate information about the features and benefits of products and services to clients.
  • Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
  • Ensure agreements and contracts comply with legal and organisational requirements.
  • Record, store and use information provided by and to clients according to legal and organisational requirements.
  • Review client agreements regularly to determine improvements that can be made.
       
Element: Plan activities
  • Consult relevant people about the activities needed to meet client requirements.
  • Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
  • Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
  • Develop additional resources, team practices and skills to meet client requirements.
       
Element: Maintain the work environment
  • Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
  • Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
  • Review and improve the work environment through the involvement of team members.
  • Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
  • Respond to breaches in health and safety promptly and in line with policies and legal requirements.
  • Make clear and prompt recommendations for improving the work environment.
  • Accurately complete all records of health and safety to meet organisational requirements.
       
Element: Monitor products and services
  • Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
  • Review products and services according to quality management practices to ensure compliance with contract plans.
  • Obtain feedback from clients on how effectively their requirements are being met.
  • Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
  • Review contracted prices and conditions according to changing demands, supplies and technology.
  • Take prompt action when products, services and processes fail to meet requirements.
  • Complete records of customer agreements and outcomes accurately according to organisational policies.
  • Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
       
Element: Negotiate client requirements
  • Contribute to honest and confidential discussion of client interests.
  • Provide clear and accurate information about the features and benefits of products and services to clients.
  • Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
  • Ensure agreements and contracts comply with legal and organisational requirements.
  • Record, store and use information provided by and to clients according to legal and organisational requirements.
  • Review client agreements regularly to determine improvements that can be made.
       
Element: Plan activities
  • Consult relevant people about the activities needed to meet client requirements.
  • Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
  • Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
  • Develop additional resources, team practices and skills to meet client requirements.
       
Element: Maintain the work environment
  • Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
  • Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
  • Review and improve the work environment through the involvement of team members.
  • Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
  • Respond to breaches in health and safety promptly and in line with policies and legal requirements.
  • Make clear and prompt recommendations for improving the work environment.
  • Accurately complete all records of health and safety to meet organisational requirements.
       
Element: Monitor products and services
  • Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
  • Review products and services according to quality management practices to ensure compliance with contract plans.
  • Obtain feedback from clients on how effectively their requirements are being met.
  • Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
  • Review contracted prices and conditions according to changing demands, supplies and technology.
  • Take prompt action when products, services and processes fail to meet requirements.
  • Complete records of customer agreements and outcomes accurately according to organisational policies.
  • Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Negotiate client requirements

1.1 Contribute to honest and confidential discussion of client interests.

1.2 Provide clear and accurate information about the features and benefits of products and services to clients.

1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

1.4 Ensure agreements and contracts comply with legal and organisational requirements.

1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.

1.6 Review client agreements regularly to determine improvements that can be made.

2. Plan activities

2.1 Consult relevant people about the activities needed to meet client requirements.

2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

2.4 Develop additional resources, team practices and skills to meet client requirements.

3. Maintain the work environment

3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

3.3 Review and improve the work environment through the involvement of team members.

3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.

3.6 Make clear and prompt recommendations for improving the work environment.

3.7 Accurately complete all records of health and safety to meet organisational requirements.

4. Monitor products and services

4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

4.2 Review products and services according to quality management practices to ensure compliance with contract plans.

4.3 Obtain feedback from clients on how effectively their requirements are being met.

4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

4.5 Review contracted prices and conditions according to changing demands, supplies and technology.

4.6 Take prompt action when products, services and processes fail to meet requirements.

4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.

4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation

using a range of reliable sources of information

promoting and responding to feedback

maintaining accurate and comprehensive records and reporting to key people

applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service

designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement

managing resources efficiently, safely and cost-effectively

applying quality assurance mechanisms and processes

applying continuous improvement methods

developing resources based on activity plans

developing systems for product and service review and redesign

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements

principles of quality assurance and continuous improvement

requirements for dealing with internal and external customers and maintaining a customer focus

strategies for planning and monitoring activities

product and services related to the focus of the work environment

consultation methods and principles of team participation

principles of time and resource management


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Negotiate client requirements

1.1 Contribute to honest and confidential discussion of client interests.

1.2 Provide clear and accurate information about the features and benefits of products and services to clients.

1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

1.4 Ensure agreements and contracts comply with legal and organisational requirements.

1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.

1.6 Review client agreements regularly to determine improvements that can be made.

2. Plan activities

2.1 Consult relevant people about the activities needed to meet client requirements.

2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

2.4 Develop additional resources, team practices and skills to meet client requirements.

3. Maintain the work environment

3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

3.3 Review and improve the work environment through the involvement of team members.

3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.

3.6 Make clear and prompt recommendations for improving the work environment.

3.7 Accurately complete all records of health and safety to meet organisational requirements.

4. Monitor products and services

4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

4.2 Review products and services according to quality management practices to ensure compliance with contract plans.

4.3 Obtain feedback from clients on how effectively their requirements are being met.

4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

4.5 Review contracted prices and conditions according to changing demands, supplies and technology.

4.6 Take prompt action when products, services and processes fail to meet requirements.

4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.

4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

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
Contribute to honest and confidential discussion of client interests. 
Provide clear and accurate information about the features and benefits of products and services to clients. 
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements. 
Ensure agreements and contracts comply with legal and organisational requirements. 
Record, store and use information provided by and to clients according to legal and organisational requirements. 
Review client agreements regularly to determine improvements that can be made. 
Consult relevant people about the activities needed to meet client requirements. 
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources. 
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures. 
Develop additional resources, team practices and skills to meet client requirements. 
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment. 
Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment. 
Review and improve the work environment through the involvement of team members. 
Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints. 
Respond to breaches in health and safety promptly and in line with policies and legal requirements. 
Make clear and prompt recommendations for improving the work environment. 
Accurately complete all records of health and safety to meet organisational requirements. 
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved. 
Review products and services according to quality management practices to ensure compliance with contract plans. 
Obtain feedback from clients on how effectively their requirements are being met. 
Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services. 
Review contracted prices and conditions according to changing demands, supplies and technology. 
Take prompt action when products, services and processes fail to meet requirements. 
Complete records of customer agreements and outcomes accurately according to organisational policies. 
Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained. 
Contribute to honest and confidential discussion of client interests. 
Provide clear and accurate information about the features and benefits of products and services to clients. 
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements. 
Ensure agreements and contracts comply with legal and organisational requirements. 
Record, store and use information provided by and to clients according to legal and organisational requirements. 
Review client agreements regularly to determine improvements that can be made. 
Consult relevant people about the activities needed to meet client requirements. 
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources. 
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures. 
Develop additional resources, team practices and skills to meet client requirements. 
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment. 
Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment. 
Review and improve the work environment through the involvement of team members. 
Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints. 
Respond to breaches in health and safety promptly and in line with policies and legal requirements. 
Make clear and prompt recommendations for improving the work environment. 
Accurately complete all records of health and safety to meet organisational requirements. 
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved. 
Review products and services according to quality management practices to ensure compliance with contract plans. 
Obtain feedback from clients on how effectively their requirements are being met. 
Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services. 
Review contracted prices and conditions according to changing demands, supplies and technology. 
Take prompt action when products, services and processes fail to meet requirements. 
Complete records of customer agreements and outcomes accurately according to organisational policies. 
Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained. 

Forms

Assessment Cover Sheet

CSCORG012 - Manage activities to meet client requirements
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

CSCORG012 - Manage activities to meet client requirements

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: