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

PSPGEN023 Mapping and Delivery Guide
Deliver and monitor service to clients

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGEN023 - Deliver and monitor service to clients
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to identify client needs, deliver a service, monitor through feedback and then review the service.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.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 be working under supervision, 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: Identify and define client needs
  • Identify services required by client, ensuring needs of clients are recognised and addressed.
  • Identify potential difficulties and address or refer for recommended action.
       
Element: Deliver client service
  • Respond to client enquiries.
  • Tailor communication to the situation and the client's specific needs.
  • Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
  • Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
  • Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
       
Element: Monitor and improve client service delivery
  • Monitor service delivery and use feedback to and from colleagues to improve personal service.
  • Convey changes in policies and procedures that impact upon client relations.
  • Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
       
Element: Review client service
  • Monitor procedural aspects of service delivery and maintain records.
  • Seek client feedback and propose changes in response to feedback on service development and delivery.
  • Carry out modifications to client service within limits and area of responsibility.
       
Element: Identify and define client needs
  • Identify services required by client, ensuring needs of clients are recognised and addressed.
  • Identify potential difficulties and address or refer for recommended action.
       
Element: Deliver client service
  • Respond to client enquiries.
  • Tailor communication to the situation and the client's specific needs.
  • Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
  • Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
  • Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
       
Element: Monitor and improve client service delivery
  • Monitor service delivery and use feedback to and from colleagues to improve personal service.
  • Convey changes in policies and procedures that impact upon client relations.
  • Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
       
Element: Review client service
  • Monitor procedural aspects of service delivery and maintain records.
  • Seek client feedback and propose changes in response to feedback on service development and delivery.
  • Carry out modifications to client service within limits and area of responsibility.
       


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. Identify and define client needs

1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.

1.2 Identify potential difficulties and address or refer for recommended action.

2. Deliver client service

2.1 Respond to client enquiries.

2.2 Tailor communication to the situation and the client's specific needs.

2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

3. Monitor and improve client service delivery

3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.

3.2 Convey changes in policies and procedures that impact upon client relations.

3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Monitor procedural aspects of service delivery and maintain records.

4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.

4.3 Carry out modifications to client service within limits and area of responsibility.

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

using communication methods with a diverse range of clients including negotiation and problem solving

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

analysing feedback on client service delivery

recommending improvements to client service delivery within organisational constraints

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, policies, procedures, standards and guidelines relating to client service

principles of effective client service delivery

client services provided by the organisation

limitations of resources for service delivery

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. Identify and define client needs

1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.

1.2 Identify potential difficulties and address or refer for recommended action.

2. Deliver client service

2.1 Respond to client enquiries.

2.2 Tailor communication to the situation and the client's specific needs.

2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

3. Monitor and improve client service delivery

3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.

3.2 Convey changes in policies and procedures that impact upon client relations.

3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Monitor procedural aspects of service delivery and maintain records.

4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.

4.3 Carry out modifications to client service within limits and area of responsibility.

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
Identify services required by client, ensuring needs of clients are recognised and addressed. 
Identify potential difficulties and address or refer for recommended action. 
Respond to client enquiries. 
Tailor communication to the situation and the client's specific needs. 
Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate. 
Undertake remedial actions for clients with specific needs or in potential areas of difficulty. 
Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review. 
Monitor service delivery and use feedback to and from colleagues to improve personal service. 
Convey changes in policies and procedures that impact upon client relations. 
Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential. 
Monitor procedural aspects of service delivery and maintain records. 
Seek client feedback and propose changes in response to feedback on service development and delivery. 
Carry out modifications to client service within limits and area of responsibility. 
Identify services required by client, ensuring needs of clients are recognised and addressed. 
Identify potential difficulties and address or refer for recommended action. 
Respond to client enquiries. 
Tailor communication to the situation and the client's specific needs. 
Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate. 
Undertake remedial actions for clients with specific needs or in potential areas of difficulty. 
Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review. 
Monitor service delivery and use feedback to and from colleagues to improve personal service. 
Convey changes in policies and procedures that impact upon client relations. 
Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential. 
Monitor procedural aspects of service delivery and maintain records. 
Seek client feedback and propose changes in response to feedback on service development and delivery. 
Carry out modifications to client service within limits and area of responsibility. 

Forms

Assessment Cover Sheet

PSPGEN023 - Deliver and monitor service 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

PSPGEN023 - Deliver and monitor service 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: