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

PUAPOLGD012A Mapping and Delivery Guide
Address customer needs

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUAPOLGD012A - Address customer needs
Description This unit covers the competency required to identify customer needs and to provide customer support.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to persons who need to identify customer needs to enable them to provide customer support. This unit supports the principle of applying ethical standards within the workplace.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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 customer/s needs
  • Consultation and negotiation is conducted with customers to identify needs
  • Information on customers is used to identify required services
  • Specific needs of customers are identified as appropriate
       
Element: Apply ethical standards
  • All persons are treated fairly and equitably in compliance with jurisdictional laws and duty of care responsibilities
  • Organisational code of conduct/codes of ethics requirements are complied with at all times
       
Element: Respond to customer enquiries/needs
  • Customer enquiries/needs are responded to promptly and professionally
  • Appropriate response is determined and carried out in accordance with organisational policies and procedures
       
Element: Provide information to customers
  • Relevant information, materials and advice are provided to community organisations/groups/individuals as required
  • Freedom of information/privacy legislation and organisational information security guidelines are complied with
  • Customers are kept informed of operational status/issues of concern/interest, where appropriate, in accordance with organisational information security guidelines
  • Feedbackfrom customers is actively sought to determine whether needs are adequately addressed
       
Element: Provide customers with service and support
  • Services appropriate to the customer's needs are delivered in accordance with organisational policies and procedures
  • Where appropriate customers are informed of the existence and role of relevant support services and organisations
  • Relevant special support services available through other organisations are arranged, where required
       


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 provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

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

Assessment must confirm the ability to:

respond to customer needs

provide a quality service

communicate with different types of customers

provide accurate information to customers.

Consistency in performance

Competency should be demonstrated over time and from a range of actual/simulated workplace activities.

Context of and specific resources for assessment

Context of assessment

Competency should be assessed over time in a range of actual or simulated workplace environments.

Specific resources for assessment

There are no specific resource requirements for this unit.

Method of assessment

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision and/or mentoring, which is typically recorded in a competency workbook.

Assessment is completed using appropriately qualified assessors who select the most appropriate method of assessment.

Assessment may occur in an operational environment or in an industry-approved simulated work environment. Forms of assessment that are typically used include:

direct observation

interviewing the candidate

journals and workplace documentation

third party reports from supervisors

written or oral questions.

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

communicate orally and in writing

evaluate information and disseminate it to customers

liaise with various levels/types of the customers and gain their support for policing activities

negotiate effectively

present/model a professional ethical approach to all levels of customers

provide instructions/make presentations

Required Knowledge

application of, and adherence to, security classification procedures

customer needs analysis and feedback gathering strategies

duty of care responsibilities

jurisdictional laws

negotiation practices and techniques

organisational policies and procedures (such as relevant legislation; operational, corporate and strategic plans; operational performance standards; operational policies and procedures; organisational personnel and occupational health and safety practices and guidelines; organisational quality standards; organisation's approach to environmental management and sustainability)

policies and procedures in particular legislation pertaining to freedom of information and privacy issues procedures

range of available support services and agencies

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.

Customers may be internal or external, national or international and may include:

Businesses/organisations

Community groups

Coroners

Emergency services

Family

Government and non-government agencies

Media

Members of the public

Next of kin

Other police services/law enforcement agencies

Owners/agents/operators

Persons in custody

Persons of interest

Victims/survivors

Volunteer and other outside organisations

Witnesses

Customer needs may include:

Equitable treatment and meeting the special needs of disadvantaged and vulnerable groups, including people from culturally and linguistically diverse backgrounds

Information and assistance to other organisations and emergency service authorities

Necessities of life

Provision of training

Duty of care may include:

Common law principles

Moral and ethical standards

Other duties and conventions

Statutory requirements

Feedback from customers can be:

Formal or informal

Short- or long-term

Special support services may include:

Duty of care, which may include practices and processes described by specific organisational policies and procedures

Emergency

Internal or external and may include medical/counselling care

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
Consultation and negotiation is conducted with customers to identify needs 
Information on customers is used to identify required services 
Specific needs of customers are identified as appropriate 
All persons are treated fairly and equitably in compliance with jurisdictional laws and duty of care responsibilities 
Organisational code of conduct/codes of ethics requirements are complied with at all times 
Customer enquiries/needs are responded to promptly and professionally 
Appropriate response is determined and carried out in accordance with organisational policies and procedures 
Relevant information, materials and advice are provided to community organisations/groups/individuals as required 
Freedom of information/privacy legislation and organisational information security guidelines are complied with 
Customers are kept informed of operational status/issues of concern/interest, where appropriate, in accordance with organisational information security guidelines 
Feedbackfrom customers is actively sought to determine whether needs are adequately addressed 
Services appropriate to the customer's needs are delivered in accordance with organisational policies and procedures 
Where appropriate customers are informed of the existence and role of relevant support services and organisations 
Relevant special support services available through other organisations are arranged, where required 

Forms

Assessment Cover Sheet

PUAPOLGD012A - Address customer needs
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

PUAPOLGD012A - Address customer needs

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: