Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SISXCCS003 Mapping and Delivery Guide
Address client needs
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SISXCCS003 - Address client needs |
---|---|---|---|
Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to manage ongoing and sometimes complex relationships with clients. It requires the ability to match client services to client needs and to be familiar with service provision options that can be negotiated with the client and customised to meet their needs.This unit applies to individuals who work in a client service delivery role such as program developers and coordinators, competition organisers, trip leaders, after-school or holiday-care coordinators, logistics coordinators and sports trainers in work environments such as community recreation centres, aquatics centres and camps.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: documentation related to service provision and organisational policies and procedures for customer service: staff codes of behaviour documentation requirements quality systems, standards and guidelines customer service and feedback requirements clients with whom the individual can interact; these can be: 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. 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 needs. |
| |||||||
Element: Recommend services. |
| |||||||
Element: Customise services. |
| |||||||
Element: Confirm services. |
| |||||||
Element: Identify client needs. |
| |||||||
Element: Recommend services. |
| |||||||
Element: Customise services. |
| |||||||
Element: Confirm services. |
|