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

ICAS2009B Mapping and Delivery Guide
Interact with clients

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICAS2009B - Interact with clients
Description This unit defines the competency required to provide routine client support in a professional manner.There may be benefit in concurrent learning with the following units:ICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsThe following units are linked and form an appropriate cluster:ICAD2003B Receive and process oral and written communicationICAS2016B Record client support requirementsICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application
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: Deliver support to clients
  • Provide support for clients in a courteous and professional manner according to organisational policy, taking into consideration cultural differences
  • Use active listening and questioning to establish and confirm nature of client concerns
  • Maintain client contact and provide progress information until the problem is resolved
       
Element: Respond to client complaints
  • Demonstrate a positive and helpful attitude to client when handling their concern and use sensitivity and discretion when handling issues
  • Escalate and refer client concern to support person if required, explaining the nature of issues involved
  • Resolve client complaint using recommendations from the support person
  • Document and record client concerns and solutions in line with organisational guidelines
       


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.

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:

Assessment must confirm ability to provide routine client support in a professional manner, with exceptions being referred to appropriate area as they occur according to escalation procedures.

To demonstrate competency in this unit the learner will require access to:

Personal computer

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

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

ICAD2003B Receive and process oral and written communication

ICAS2016B Record client support requirements

ICAW2002B Communicate in the workplace

ICAW2011B Work individually or in a team to achieve organisational goals

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

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.

Required skills

Customer service skills

Handling difficult clients

Handling clients from diverse cultural and other backgrounds

Conflict resolution skills

Verbal and non-verbal communication appropriate to the work environment

Decision making skills applied to a limited range of options

Questioning and active listening skills

Required knowledge

Principles of equal employment opportunity and anti-discrimination

General understanding of systems, organisational environment

Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

General knowledge of the client business domain and business-critical functions

Principles of ethical work practice

Organisational policies for external and internal client contact

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. 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) may also be included.

Cultural differences may include but is not limited to:

the way people interact with each other

content of emails and business documents

design of templates

policies relating to safety standards, customer service, quality, and security

Supportperson may include:

supervisor

teacher

vendor business representative

help desk person

subject matter expert

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Organisational guidelines may include but are not limited to:

personal use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk (MS windows OS and Mac OS only)

dispute resolution

document procedures and templates

communication methods

financial control mechanisms

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
Provide support for clients in a courteous and professional manner according to organisational policy, taking into consideration cultural differences 
Use active listening and questioning to establish and confirm nature of client concerns 
Maintain client contact and provide progress information until the problem is resolved 
Demonstrate a positive and helpful attitude to client when handling their concern and use sensitivity and discretion when handling issues 
Escalate and refer client concern to support person if required, explaining the nature of issues involved 
Resolve client complaint using recommendations from the support person 
Document and record client concerns and solutions in line with organisational guidelines 

Forms

Assessment Cover Sheet

ICAS2009B - Interact with 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

ICAS2009B - Interact with 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: