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

PSPGEN016 Mapping and Delivery Guide
Address client needs

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGEN016 - Address client needs
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to address client needs. It includes assisting clients to articulate their needs, and exercising judgement to resolve client service issues.This unit applies to those working in customer service roles within the public service dealing with external clients addressing their needs and resolving issues.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.Those undertaking this unit would work independently, performing routine tasks in a range of familiar contexts.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.

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field General
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: Assist clients to articulate needs
  • Explore, specify and agree on client needs.
  • Match available services and/or products to client needs.
  • Advise clients of options and explain in a manner suited to client requirements.
  • Assist clients to evaluate options to satisfy their needs.
  • Communicate to clients their rights and responsibilities in relation to the service and/or product.
       
Element: Satisfy client needs
  • Determine preferred product and/or service and prioritise for action.
  • Develop and deliver customised solutions within limits of own authority.
  • Explain reasons why if the required service cannot be provided.
  • Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
       
Element: Exercise judgment to resolve client service issues
  • Identify potential difficulties in client service delivery and its impact for clients and the organisation.
  • Explain options for resolution, within limits of own authority.
  • Propose viable options and address issues.
  • Refer matters where a solution cannot be found.
       
Element: Assist clients to articulate needs
  • Explore, specify and agree on client needs.
  • Match available services and/or products to client needs.
  • Advise clients of options and explain in a manner suited to client requirements.
  • Assist clients to evaluate options to satisfy their needs.
  • Communicate to clients their rights and responsibilities in relation to the service and/or product.
       
Element: Satisfy client needs
  • Determine preferred product and/or service and prioritise for action.
  • Develop and deliver customised solutions within limits of own authority.
  • Explain reasons why if the required service cannot be provided.
  • Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
       
Element: Exercise judgment to resolve client service issues
  • Identify potential difficulties in client service delivery and its impact for clients and the organisation.
  • Explain options for resolution, within limits of own authority.
  • Propose viable options and address issues.
  • Refer matters where a solution cannot be found.
       


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. Assist clients to articulate needs

1.1 Explore, specify and agree on client needs.

1.2 Match available services and/or products to client needs.

1.3 Advise clients of options and explain in a manner suited to client requirements.

1.4 Assist clients to evaluate options to satisfy their needs.

1.5 Communicate to clients their rights and responsibilities in relation to the service and/or product.

2. Satisfy client needs

2.1 Determine preferred product and/or service and prioritise for action.

2.2 Develop and deliver customised solutions within limits of own authority.

2.3 Explain reasons why if the required service cannot be provided.

2.4 Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

3. Exercise judgment to resolve client service issues

3.1 Identify potential difficulties in client service delivery and its impact for clients and the organisation.

3.2 Explain options for resolution, within limits of own authority.

3.3 Propose viable options and address issues.

3.4 Refer matters where a solution cannot be found.

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 one occasion.

applying legislation, regulations and policies relating to client service

communicating with a diverse range of clients

negotiating variations and changes with clients within limits of own authority and referring to senior staff as required

using a variety of words and language structures to explain sometimes complex ideas to different audiences

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.

public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to privacy, anti-discrimination and harassment, consumers and environment

public sector management Acts

risk management guidelines

ethics and accountability standards

public sector standards

organisational standards for client service

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. Assist clients to articulate needs

1.1 Explore, specify and agree on client needs.

1.2 Match available services and/or products to client needs.

1.3 Advise clients of options and explain in a manner suited to client requirements.

1.4 Assist clients to evaluate options to satisfy their needs.

1.5 Communicate to clients their rights and responsibilities in relation to the service and/or product.

2. Satisfy client needs

2.1 Determine preferred product and/or service and prioritise for action.

2.2 Develop and deliver customised solutions within limits of own authority.

2.3 Explain reasons why if the required service cannot be provided.

2.4 Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

3. Exercise judgment to resolve client service issues

3.1 Identify potential difficulties in client service delivery and its impact for clients and the organisation.

3.2 Explain options for resolution, within limits of own authority.

3.3 Propose viable options and address issues.

3.4 Refer matters where a solution cannot be found.

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
Explore, specify and agree on client needs. 
Match available services and/or products to client needs. 
Advise clients of options and explain in a manner suited to client requirements. 
Assist clients to evaluate options to satisfy their needs. 
Communicate to clients their rights and responsibilities in relation to the service and/or product. 
Determine preferred product and/or service and prioritise for action. 
Develop and deliver customised solutions within limits of own authority. 
Explain reasons why if the required service cannot be provided. 
Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken. 
Identify potential difficulties in client service delivery and its impact for clients and the organisation. 
Explain options for resolution, within limits of own authority. 
Propose viable options and address issues. 
Refer matters where a solution cannot be found. 
Explore, specify and agree on client needs. 
Match available services and/or products to client needs. 
Advise clients of options and explain in a manner suited to client requirements. 
Assist clients to evaluate options to satisfy their needs. 
Communicate to clients their rights and responsibilities in relation to the service and/or product. 
Determine preferred product and/or service and prioritise for action. 
Develop and deliver customised solutions within limits of own authority. 
Explain reasons why if the required service cannot be provided. 
Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken. 
Identify potential difficulties in client service delivery and its impact for clients and the organisation. 
Explain options for resolution, within limits of own authority. 
Propose viable options and address issues. 
Refer matters where a solution cannot be found. 

Forms

Assessment Cover Sheet

PSPGEN016 - Address client needs
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

PSPGEN016 - Address client needs

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: