Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SISXCCS002 Mapping and Delivery Guide
Coordinate client service activities
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SISXCCS002 - Coordinate client service activities |
---|---|---|---|
Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to coordinate client service activities. The unit focuses on the application of service standards to maintain and improve the level of service activities provided to clients. This unit applies to individuals who work in customer contact roles such as activity assistants or customer service assistants in locations such as community recreation centres, indoor recreation facilities, sporting complexes, fitness venues, and leisure and aquatic centres. It may also apply to those working on-site during sport, fitness and recreation events. These individuals undertake work according to relevant legislation and organisational policies and procedures.No occupational licensing, certification or specific legislative 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. Skills must be demonstrated in: a client service delivery environment. This can be a workplace or simulated environment. Assessment must ensure use of: staff, colleagues and/or clients to be involved in the process of providing client service activities; these can be: staff, colleagues and/or clients in an industry workplace who are assisted by the individual during the assessment process or individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessment must ensure access to: current plain English regulatory documents distributed by government consumer protection regulators codes of practice and standards issued by industry groups sources of information on client service needs, complaints and feedback. Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors. |
||
Prerequisites/co-requisites | |||
Competency Field | Client and Customer Service |
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 service standards. |
| |||||||
Element: Implement and evaluate client service systems. |
| |||||||
Element: Identify client service standards. |
| |||||||
Element: Implement and evaluate client service systems. |
|