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

PUACOM002 Mapping and Delivery Guide
Provide services to clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUACOM002 - Provide services to clients
Description
Employability Skills
Learning Outcomes and Application This unit of competency involves the skills and knowledge required to interact with internal and external clients. It includes identifying and determining client needs and expectations and managing their expectations.The unit is applicable to personnel who have a requirement to communicate with clients as part of their public safety role. This may include personnel who have a specific client contact role, as well as those in operational roles who meet members of the public as part of their duties.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Communication
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 client needs and expectations
  • Current and potential clients are identified
       
Element: Public Safety needs and expectations are discussed and clarified with clients
       
Element: Range of possible organisational responses are communicated to the client in a timely manner
       
Element: Client is informed of options for further action, in accordance with organisational procedures
       
Element: Determine and implement response to client needs
  • Appropriate decision making processes are established with client and pertinent stakeholders
       
Element: Options are identified, in accordance with organisational procedures
       
Element: Decision making criteria is identified taking into account client needs and organisational context
       
Element: Decision making criteria are applied to options to identify a range of relevant outcomes
       
Element: Appropriate response is selected and implemented, in accordance with organisational procedures
       
Element: Client needs are recognised, in accordance with anti-discrimination and other organisational policies and procedures
       
Element: Manage client expectations
  • Courtesy, consideration and sensitivity are applied to all clients
       
Element: Documentation is obtained, completed and processed, in accordance with organisational policies and procedures
       
Element: Organisational policy and procedures relating to confidentiality are implemented
       
Element: Assistance is sought to manage clients' expectations, in accordance with organisational procedures
       
Element: Clients are referred, where appropriate, to other personnel to ensure their needs are managed
       

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.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

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
Current and potential clients are identified 
 
 
 
Appropriate decision making processes are established with client and pertinent stakeholders 
 
 
 
 
 
Courtesy, consideration and sensitivity are applied to all clients 
 
 
 
 

Forms

Assessment Cover Sheet

PUACOM002 - Provide services 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

PUACOM002 - Provide services 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: