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

PUACOM002B Mapping and Delivery Guide
Provide services to clients

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency PUACOM002B - Provide services to clients
Description This unit covers the competency to interact with internal and external clients.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package.This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Prerequisite Unit/sNil
Competency Field
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
  • Needs and expectations are discussed and clarified with clients
       
Element: Determine and implement response to client needs
  • Appropriate decision making processes are established with client and relevant stakeholders
  • Options are identified
  • Decision making criteria are identified taking account of client needs and organisational context
  • Decision making criteria are applied to options in order to identify range of relevant outcomes
  • Appropriate response are selected and implemented
  • Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures
       
Element: Manage client expectations
  • Range of possible organisational responses are communicated to the client in a timely manner
  • Client is informed of options for further action
  • Courtesy, consideration and sensitivity are exercised at all times with the client
  • All necessary documentation is obtained, completed and processed according to organisation's policy and procedures
  • Organisation's policy and procedures relating to confidentiality are implemented
  • Assistance is sought to manage clients' expectations when necessary
  • Clients are referred to other personnel where necessary to ensure their needs are managed efficiently
       


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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential for this unit that competence be demonstrated in:

locating, interpreting and providing relevant information to requests

seeking assistance when necessary

completing appropriate workplace records

working in accordance with organisation's policies and procedures

Consistency in performance

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of and specific resources for assessment

Context of assessment

A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.


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

Required Skills

interpersonal skills

locating information

reading selectively and summarising information

Required Knowledge

major regulatory functions of organisation

organisation and structure

organisation services, facilities and activities

organisation's anti-discrimination procedures

organisation's policies and procedures relevant to client service and information provision

The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below.

Communication with clients may include

spoken

face-to-face

telephone

written

electronic

forms

letters

non verbal

gestures

body language

displays of information

photographs

interpreters

Clients may include

colleagues

community

contractors

personnel from other organisations

Other organisations may include

government departments

community services

community groups

public safety organisations

non government organisations

Effective (spoken) communication may include

clear

sequenced explanations

instructions

paraphrasing

negotiating meaning

checking back on details

summarising

using another language

Appropriate response may include

written response involving reading

selecting and extracting relevant information

spoken response involving questioning appropriate personnel and relaying information to the client

Completion of necessary documentation may include

independent or assisted form filling

recording events in the sequence they happened

Organisation's policy and procedures may include

as documented in procedures manual

standardised operations

conveyed through spoken language

Procedures for dealing with difficult clients may include

seeking assistance

referring to other personnel

Opportunities for feedback may include

client satisfaction forms

telephone survey

follow up contact

suggestion box

verbal

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 
Needs and expectations are discussed and clarified with clients 
Appropriate decision making processes are established with client and relevant stakeholders 
Options are identified 
Decision making criteria are identified taking account of client needs and organisational context 
Decision making criteria are applied to options in order to identify range of relevant outcomes 
Appropriate response are selected and implemented 
Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures 
Range of possible organisational responses are communicated to the client in a timely manner 
Client is informed of options for further action 
Courtesy, consideration and sensitivity are exercised at all times with the client 
All necessary documentation is obtained, completed and processed according to organisation's policy and procedures 
Organisation's policy and procedures relating to confidentiality are implemented 
Assistance is sought to manage clients' expectations when necessary 
Clients are referred to other personnel where necessary to ensure their needs are managed efficiently 

Forms

Assessment Cover Sheet

PUACOM002B - 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

PUACOM002B - 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: