Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
LGACORE103B Mapping and Delivery Guide
Provide service to local government customers
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | LGACORE103B - Provide service to local government customers |
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Description | This unit outlines the competencies required when providing customer service in a local government environment, including identification of customer needs and the use of effective communication skills. It requires an ability to understand and work with a diverse range of customer groups and is appropriate for all areas of council. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify customer needs and expectations |
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Element: Respond to customer needs and expectations |
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Element: Communicate effectively with the public |
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Element: Manage difficult customer situations |
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Element: Identify customer needs and expectations |
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Element: Respond to customer needs and expectations |
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Element: Communicate effectively with the public |
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Element: Manage difficult customer situations |
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