ELEMENT | PERFORMANCE CRITERIA |
1. Determine support issues | 1.1. Review current client support procedures followed by the organisation if appropriate 1.2. Gather feedback from client detailing positive and negative aspects of their contact with the organisation 1.3. Gather feedback from user who executes client support procedures, detailing problems with current methods |
2. Develop client support procedures | 2.1. Create or update client support procedures using information gathered from the client and the user 2.2. Forward new client support procedures to appropriateperson for review |
3. Provide recommended changes for client support policy | 3.1. Evaluate feedback on client support policy 3.2. Incorporate changes to client support policy 3.3. Determine the impact the new policy will have on organisationalguidelines and client interactions 3.4. Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner 3.5. Forward the report and the updated policy to appropriateperson for approval |
4. Update documented client support policy | 4.1. Amend policies to include new client support procedures 4.2. Issue new policies to clients and users in line with organisational guidelines 4.3. Maintain policy updates in line with organisationalguidelines |
Required skills |
Interpretation of technical manuals Questioning and active listening to convey and clarify complex information Literacy skills for general and technical workplace documentation Report writing involving evaluation and analytical skills |
Required knowledge |
Organisational guidelines for client maintenance and administration Organisational policy for access and security The review process Current trends and issues in IT |
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: Assessment must confirm the ability to review and create client support procedures, taking account of existing policies, procedures and emerging client needs. To demonstrate competency in this unit the following resources will be needed: Peers and supervisors to ascertain the extent and quality of the contribution required Information about systems or networks to be supported Technical manuals and tools Current business requirements Documentation standards |
Context of and specific resources for assessment | The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature. Assessment must ensure: Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic. Applications may involve responsibility for, and limited organisation of, others. |
Method of assessment | The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1. Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency. Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. |
Guidance information for assessment | The interdependence of units for assessment purposes may vary with the particular project or scenario. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: ICAW4027B Relate to clients on a business level An individual demonstrating this competency would be able to: Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts Apply solutions to a defined range of unpredictable problems Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas Identify, analyse and evaluate information from a variety of sources Take responsibility for own outputs in relation to specified quality standards Take limited responsibility for the quantity and quality of the output of others. |
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. | |
Client may include but is not limited to: | internal departments external organisations individual people employees |
Appropriate person may include: | supervisor teacher authorised business representative client |
User may include: | a person within a department a department within the organisation a third party |
Organisational guidelines may include but are not limited to: | personal use of emails and internet access content of emails downloading information and accessing particular websites opening mail with attachments virus risk dispute resolution document procedures and templates communication methods financial control mechanisms |
Unit sector | Support |
This unit contains employability skills. |
Refer to Unit Descriptor