Application
This unit of competency has application to a range of technical security work roles in the security industry. Work is performed under limited supervision and competency requires some judgement and decision-making. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1Present a positive image to client. | 1.1 Client relationship is established and maintained using appropriate interpersonal techniques in accordance with legislative and organisational requirements. 1.2 Own conduct is professional and courteous and reflects sensitivity to individual social and cultural differences. 1.3 Personal presentation and grooming is maintained at all times according to organisational requirements. 1.4 Communication skills are used to enhance client commitment and confidence and build a return client base. |
2Provide and review client service. | 2.1 Client service is provided promptly to meet identified client needs. 2.2 Special requirements are responded to in accordance with organisational procedures. 2.3 Client feedback is analysed in consultation with relevant persons to identify improvements to service provision and client relationship. 2.4 Client satisfaction is regularly reviewed using verifiable evidence and improvements implemented as required. |
3Respond to client complaint. | 3.1 Client complaint is handled sensitively and promptly in consultation with relevant persons. 3.2 Client complaint is evaluated and an appropriate response identified and implemented. 3.3 Contact is made with the client to ensure satisfaction with response and resolution of the complaint. 3.4 Personal limitations in responding to complaints are recognised and assistance sought as required from relevant persons. |
4Document complaints. | 4.1 Reports relating to client complaints are documented and reviewed and processed according to organisational procedures. 4.2 Decisions to modify or improve products or services are based on evidence of client satisfaction with response to complaint. 4.4 All documentation is completed promptly and accurately and maintained to ensure client confidentiality in accordance with legislative requirements. |
Required Skills
This section describes the skills and knowledge and their level required for this unit. |
Required skills |
analysis of information to identify problems and areas for improvement complete workplace documentation and reports information technology literacy skills to understand and communicate security information (reading, writing, speaking, numeracy and listening) negotiation numeracy skills to estimate time to complete work tasks and resource requirements personal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities present a professional image problem solving and negotiation questioning to check understanding research risk assessment. |
Required knowledge |
client service standards difference between negative and positive language differences between written and spoken English duty of care requirements how to read and use body language to gain confidence of clients how to safeguard confidential information how to use business equipment to present information legislation, regulations and contractual obligations applicable to providing security services organisational policies and standards relating to the presentation of information for clients organisational standards and procedures for client service procedures and channels for reporting information procedures for reporting, evaluating and responding to client complaints range of security services, systems and equipment and their uses rights and responsibilities of clients. |
Evidence Required
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. | ||
Critical aspects for assessment and evidence required to demonstrate competency in this unit | A person who demonstrates competency in this unit must be able to provide evidence of understanding and knowledge of the following: complying with organisational policies and procedures and relevant legislation in dealing with security clients working with clients to address security concerns or issues using effective communication and negotiation skills responding promptly and sensitively to client complaints and evaluating and using feedback as the basis for improving client service and relationships following agreed procedures for reporting and recording of client information and complaints processes and outcomes in consultation with others, using verifiable evidence to review and analyse service provision and level of client satisfaction. | |
Context of and specific resources for assessment | Context of assessment includes: a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement. Resource implications for assessment include: access to a registered provider of assessment services access to a suitable venue and equipment access to plain English version of relevant statutes and procedures assessment instruments including personal planner and assessment record book work schedules, organisational policies and duty statements. Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support. | |
Method of assessment | This unit of competency should be assessed using questioning of underpinning knowledge and skills. | |
Guidance information for assessment | Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge. Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical. Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff. |
Range Statement
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. | |
Interpersonal techniquesmay include: | active listening being respectful and non-discriminatory to others control of tone of voice and body language demonstrating flexibility and willingness to negotiate interpreting non-verbal and verbal messages maintaining professionalism providing and receiving constructive feedback questioning to clarify and confirm understanding two-way communication use of communication appropriate to cultural differences use of positive, confident and cooperative language. |
Legislative requirementsmay relate to: | applicable commonwealth, state and territory legislation which affects work such as: workplace safety environmental issues equal employment opportunity industrial relations anti-discrimination and diversity Australian building codes and regulations Australian Communications Authority cabling standards Australian standards and quality assurance requirements award and enterprise agreements evidence collection freedom of information licensing arrangements and certification requirements privacy requirements relevant industry codes of practice telecommunications trade practices. |
Organisational requirementsmay relate to: | access and equity policies, principles and practices business and performance plans client service standards code of conduct, code of ethics communication and reporting procedures complaint and dispute resolution procedures emergency and evacuation procedures employer and employee rights and responsibilities Occupational Health and Safety (OHS) policies, procedures and programs own role, responsibility and authority personal and professional development privacy and confidentiality of information quality assurance and continuous improvement processes and standards resource parameters and procedures roles, functions and responsibilities of security personnel storage and disposal of information. |
Social and cultural differencesmay be expressed in: | beliefs, values or practices conventions of gender or sexuality cultural stereotypes dress food or diet language religious and spiritual observances social conventions traditional practices and observations. |
Communication skillsmay include: | active listening comprehension negotiation note-taking positive body language questioning reading accurately speaking clearly summarising writing. |
Client service may relate to: | dealing with conflict efficient use of resources handling and recording complaints meeting agreed timelines meeting allocated duties and responsibilities. meeting budget and agreed costs professionalism and conduct regular communication and reporting |
Special requirementsmay relate to: | control of exit from and access to premises crowd control emergency security services escort of people and property non-routine information or service provision screening of property and people urgent requests. |
Verifiable evidencemay include: | auditable documentation and reports client satisfaction questionnaire feedback from lapsed clients quality assurance data records of complaints and actions taken for resolution. |
Client complaintsmay relate to: | administrative errors such as incorrect invoices or prices client needs not being met damaged goods or goods not delivered delays poor standard of security services or performance poor standard of service quality products not delivered or installed on time or according to quality standards. |
Reportingmay include: | completing documentation such as logs, journals and activity reports completing police reports completing written and computer reports contacting designated personnel recording security risk and incident details requesting security assistance verbal reporting to client or supervisor. |
Relevant personsmay include: | colleagues emergency personnel legal representatives. security consultant supervisor technical security experts. |
Personal limitationsmay relate to: | being unsure of best method to complete task compliance with OHS requirements current competence level difficulties in meeting timelines inability to fulfil own role and responsibilities licensing requirements technical expertise understanding of client requirements understanding of legal requirements. |
Reportingmay include: | completing documentation such as logs, journals and activity reports completing police reports completing written and computer reports contacting designated personnel recording security risk and incident details requesting security assistance verbal reporting to client or supervisor. |
Documentationmay include: | actions and decisions taken to respond to complaint client details details of feedback and complaints evidence of client satisfaction with response improvements to products or services as a result of complaint. |
Sectors
Unit sector | Security |
Competency Field
Technical security |
Employability Skills
This unit contains employability skills. |
Licensing Information
Refer to Unit Descriptor