This unit applies to individuals working in either a public or private employment services agency to expand the organisation's client base as a senior consultant or manager.

ELEMENT

PERFORMANCE CRITERIA

1. Develop strategies to identify potential clients

1.1. Undertake research to identify potential clients

1.2. Develop marketing and promotional plans to target potential clients

1.3. Use prospecting methods to target potential clients

1.4. Review and evaluate strategies for effectiveness

2. Initiate relationship with potential clients

2.1. Develop communication strategies to effectively liaise with potential clients

2.2. Identify and analyse client business requirements

2.3. Discuss and negotiate client business requirements

2.4. Prepare a tender and proposal to meet negotiated client business requirements

2.5. Present organisation's proposal to the client

3. Manage client relationship

3.1. Make follow-up contact with the client

3.2. Negotiate business requirements to ensure client satisfaction with the service to be provided

3.3. Adapt proposal to client as required

3.4. Develop contract with client

4. Utilise networks to expand client base

4.1. Review and assess established networks for effectiveness in assisting to identify potential clients

4.2. Use appropriate communication strategies to utilise networks to identify potential clients

4.3. Use networks to identify and build relationships with potential clients

4.4. Identify benefits of networks and other relationships in expanding the client base

Required skills

communication skills to establish and maintain effective business relationships with potential and current clients

consultative and negotiation skills to persuade clients to use the services provided by the organisation

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

presentation skills to promote organisation's services to potential and current clients

sales and marketing skills to promote organisation's services and to generate leads.

Required knowledge

economic, social and industry trends affecting employment levels

key provisions of relevant legislation from all forms of government that affects business operations, codes of practice and national standards, such as:

occupational health and safety (OHS)

equal employment opportunity (EEO)

racial discrimination

industrial relations

privacy laws

freedom of information legislation

disability discrimination legislation

methods to attract new clients

principles of equal opportunity, equity, diversity and anti-discrimination

range of organisational products and services

relevant state/territory and federal industrial relations systems.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the following is essential:

strategies developed for gaining new clients

establishment and maintenance of relationships with clients

expansion of client base using client network/s

knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of workplace documents used in employment services agencies.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of presentations to potential or existing clients

oral or written questioning

review of marketing and promotional plans developed to target potential clients

review of communication strategies developed to effectively liaise with potential clients.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other workforce development units.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Clients may include:

organisations or enterprises seeking to employ individuals through an employment services agency

Marketing plans may include:

business-to-business marketing

direct marketing

ideas marketing

marketing of goods

services marketing

telemarketing

Promotion plans may include:

impersonal promotion such as advertising and sales promotion

personal promotion such as face-to-face selling

Prospecting methods may include:

brokers

cold canvassing

direct mail

internet and databases

intra-organisation leads and referrals

media advertising and telemarketing

networks

newspapers, journals and magazines

spotters and brokers

Communication strategies may include:

electronic

face-to-face

telephone

written

Networks may include:

business

formal

groups

informal

organisations

personal

professional

Unit sector

Workforce Development - Recruitment and Employment Services

This unit contains employability skills.