Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
PSPGOV402B Mapping and Delivery Guide
Deliver and monitor service to clients
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | PSPGOV402B - Deliver and monitor service to clients |
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Description | This unit covers delivery and monitoring of service to clients that requires understanding of the needs of existing and new clients which influence service requirements. It includes identifying and defining client needs, delivering client services, monitoring and improving client service delivery and reviewing client service.In practice, client service delivery may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing information, using resources, etc.Element 3 has been customised from element S19 from GCS01 Client Service (Generic Guideline Competencies).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:PSPGOV203B Deliver a service to clientsPSPGOV309A Address client needsPSPGOV502B Develop client servicesPSPMNGT606B Manage quality client serviceThis unit replaces and is equivalent to PSPGOV402A Deliver and monitor 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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify and define client needs |
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Element: Deliver client service |
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Element: Monitor and improve client service delivery |
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Element: Review client service |
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