Application
This unit specifies the skills and knowledge required to provide quality services to a range of security clients, demonstrating professionalism and courtesy. For the purposes of this unit of competency, clients are any persons or groups that request or use professional security advice or services, paid or unpaid.
It includes:
identifying the range of security clients and their individual service needs
clarifying and applying workplace procedures and policies to comply with legal rights and responsibilities, and meet client service standards
working and communicating with clients to establish positive relationships, take required actions to meet their needs and resolve conflict and complaints, improve service provision.
It applies to people working under general supervision as members of a security team.
This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe what needs to be done to demonstrate achievement of the element. |
1. Identify clients and establish positive relationships. | 1.1 Identify security clients and their individual service requirements. 1.2 Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities. 1.3 Check personal presentation to ensure it complies with workplace standards for appearance. 1.4 Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences. |
2. Provide services to meet client needs and maintain client satisfaction. | 2.1 Confirm security service needs with client and maintain confidentiality and professional conduct. 2.2 Select and explain service options to meet client needs in accordance with work instructions. 2.3 Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction. 2.4 Seek assistance from relevant persons to meet client needs where personal limitations are identified. 2.5 Provide security services to meet client needs, and report outcomes to the client in a timely manner. |
3. Respond to client complaints and special requirements to improve service provision. | 3.1 Identify client special needs or requirements and adjust service to meet needs. 3.2 Seek feedback to ascertain possible causes of client dissatisfaction. 3.3 Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision. 3.4 Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria:
language skills to provide information or advice in a form that is preferred and understood by the receiver, for example clients who are young or from minority groups
writing skills to record and describe actions taken to meet client needs, and complete forms
reading skills to understand and follow:
standard operating procedures and policies that clarify legal rights and responsibilities and service standards
signs and instructions that may be written in English or diagrammatic, for example directional signs
speaking and listening skills to:
ask questions and listen to answers to elicit client needs and preferences and seek feedback on satisfaction with service provided
negotiate service options to meet client needs
orally report unresolved complaints and client dissatisfaction
communicate with emergency services
numeracy skills to estimate time required to carry out work tasks
problem solving skills to:
adjust service to address conflict and improve client satisfaction
find ways to improve future service provision
self-management skills to plan work tasks to meet specified timeframes
teamwork skills to adjust personal communication styles in response to the opinions, values and needs of others.
Sectors
Security operations