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

PSPGOV203B Mapping and Delivery Guide
Deliver a service to clients

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency PSPGOV203B - Deliver a service to clients
Description This unit covers provision of service to clients within a prescribed framework. It includes matching client service to needs and delivering client service.In practice, delivering service to clients may overlap with other generalist or specialist public sector work activities such as working in a public sector environment, communicating in the workplace, using resources, working safely, handling information, using technology, etc.This is one of 5 units of competency in the Working in Government and Management Competency Fields that deal with client services. Related units are:PSPGOV309A Address client needsPSPGOV402B Deliver and monitor service to clientsPSPGOV502B Develop client servicesPSPMNGT606B Manage quality client serviceThis unit replaces and is equivalent to PSPGOV203A Deliver a service to clients.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Not applicable.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field Working in Government.
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: Match service to client needs
  • Information on the client base is accessed and obtained in accordance with legislation, policy and procedures.
  • Information on the client base and its needs is used to match services to clients.
  • Particular needs of clients are identified to enable targeted service delivery.
  • Requests from clients are matched to the appropriate service from a defined range of options.
  • Problems in matching service delivery to clients are reported to supervisor.
       
Element: Deliver client service
  • Client service is provided which is timely and meets client needs within the limitations of resources.
  • Client enquiries are responded to promptly and in accordance with accepted practice and standards of the organisation.
  • Service and communication techniques are tailored to the specific needs of clients.
  • Complaints from clients and difficult situations are dealt with in accordance with organisational procedures.
  • Client confidentiality is maintained as part of service delivery where required.
  • Data is collected to assist in evaluating whether client needs have been met.
       


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 specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPGOV201B Work in a public sector environment

PSPGOV202B Use routine workplace communication techniques

PSPGOV204B Access and use resources

PSPGOV206B Handle workplace information

PSPGOV207B Use technology in the workplace

PSPGOV208A Write routine workplace materials

PSPOHS201B Follow workplace safety procedures

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

client service delivery in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to client service in the public sector

case studies and workplace scenarios to capture the range of client service situations likely to be encountered

Where and how to assess evidence

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 delivering a service to clients, including coping with difficulties, irregularities and breakdowns in routine

client service delivery in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations.

Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments


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.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

communicating with a diverse range of internal and external clients including negotiating, explaining and clarifying

solving problems

tailoring delivery to meet specific client needs

responding to diversity, including gender and disability

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

public sector policies, procedures and guidelines related to client service delivery

current practice in client service delivery in the public sector

organisational client service charter, standards and procedures

equity and diversity issues impacting on client service delivery

limitations of resources for service delivery

public sector legislation such as occupational health and safety and environment in the context of client service delivery

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

public sector management acts

financial management acts

privacy legislation

equal employment opportunity, anti-discrimination and harassment legislation

occupational health and safety legislation

consumer legislation

environment legislation.

risk management guidelines

ethics and accountability standards

public sector standards

fraud control standards

government security standards

organisational policy, procedures and protocols

Clients may be:

internal

external

individual members of the public

other agencies and community groups

other work areas of the organisation

individual members of the organisation

senior management

Client services are:

specific to the organisation, within the capabilities and resources of the organisation

Communication techniques may include:

active listening

using open and/or closed questions

speaking clearly and concisely

varying language and tone of voice to suit the audience and purpose

giving clients full attention

maintaining eye-contact (for face-to-face interactions) if culturally appropriate

non-verbal communication (for face-to-face interactions) such as:

body language

personal presentation

clear, legible writing

handling of sensitive and confidential issues

Specific needs may relate to:

disabilities

language

ethnicity

gender

culture

age

remote location

Difficult situations may require:

negotiation techniques including:

effective listening

questioning

constructive feedback

issues identification

exploring options

identifying areas of agreement

recording agreements

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues.

conflict resolution

expert assistance, such as interpreting service, counselling service, ethnic support worker, etc

referral to senior staff

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
Information on the client base is accessed and obtained in accordance with legislation, policy and procedures. 
Information on the client base and its needs is used to match services to clients. 
Particular needs of clients are identified to enable targeted service delivery. 
Requests from clients are matched to the appropriate service from a defined range of options. 
Problems in matching service delivery to clients are reported to supervisor. 
Client service is provided which is timely and meets client needs within the limitations of resources. 
Client enquiries are responded to promptly and in accordance with accepted practice and standards of the organisation. 
Service and communication techniques are tailored to the specific needs of clients. 
Complaints from clients and difficult situations are dealt with in accordance with organisational procedures. 
Client confidentiality is maintained as part of service delivery where required. 
Data is collected to assist in evaluating whether client needs have been met. 

Forms

Assessment Cover Sheet

PSPGOV203B - Deliver a 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

PSPGOV203B - Deliver a 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: