This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.
Not applicable.
ELEMENT | PERFORMANCE CRITERIA |
1. Identify customer needs and expectations | 1.1 Customer needs and expectations are clarified and agreed upon with customers. 1.2 Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction. 1.3 Bilingual or other assistance is accessed as required. 1.4 Opportunities to enhance quality of service are identified and appropriate action is taken. |
2. Respond to customer needs and expectations | 2.1 Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer. 2.2 Requests for information are actioned or the customer is referred to appropriate information source for further assistance. 2.3 Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer. 2.4 Any necessary documentation is obtained, completed and processed according to council procedures. 2.5 Council's policies and procedures relating to privacy and confidentiality are adhered to. |
3. Communicate effectively with the public | 3.1 Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy. 3.2 Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner. 3.3 Information provided to the public is accurate and timely. 3.4 A positive image of council is presented and maintained in all dealings with the public. 3.5 Opportunities for customer feedback are provided. |
4. Manage difficult customer situations | 4.1 Council procedures are followed when dealing with difficult customer situations. 4.2 In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon. 4.3 Customer feedback is reviewed in consultation with work group and changes or improvements are considered. 4.4 A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving. |
This describes the essential skills and knowledge and their level, required for this unit |
Required Skills |
conflict resolution listening, questioning and other relevant communication skills working effectively with different ages, genders and races negotiation, including providing supporting reasons and considering suggestions of others locating information reading selectively and summarising information working individually and as part of a team problem solving decision making time management planning and managing own work priorities self-assessment of service level provided using software and technology appropriate to position |
Required Knowledge |
council policies and procedures relevant to customer service and information council's anti-discrimination guidelines local area community profile local community cultures functions of local government major regulatory functions of council council services, facilities and activities council organisation and structure |
Overview of assessment requirements | A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated. |
Critical aspects of evidence to be considered | The demonstrated ability to: locate, interpret and provide relevant information to customer requests seek assistance when necessary in an effort to provide service to customers complete appropriate workplace records when responding to customer requests deal appropriately with difficult customer situations communicate consistently and effectively with members of the public work in accordance with council policies and procedures |
Context of assessment | On the job or in a simulated workplace environment. |
Method of assessment | The following assessment methods are suggested: observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies written and/or oral questioning to assess knowledge and understanding completion of workplace documentation third-party reports from experienced practitioners completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor |
Evidence required for demonstration of consistent performance | Evidence will need to be gathered over time across a range of variables. |
Resource implications | Access to a workplace or simulated role-play process involving a range of customer enquiries and complaints relating to council issues. |
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 in the Performance Criteria is detailed below. | |
Customers may include: | colleagues council executives elected members community/citizens residents and rate payers contractors other agencies and government departments developers |
Effective communication may include: | listening and understanding others empathising being assertive behaving professionally writing to suit audience needs |
Requests for information may include: | written: involving reading, selecting and extracting relevant information spoken: involving questioning appropriate personnel and relaying information to the customer |
Completion of necessary documentation may include: | independent or assisted form filling recording events in the sequence they happened |
Communication with the public may include: | spoken: face to face and telephone written: electronic, forms and letters non-verbal: gestures and body language displays of information: photographs clear, sequenced explanations and instructions paraphrasing and negotiating meaning checking back on details and summarising speaking clearly and directly using another language where necessary or seeking the services of an interpreter |
Opportunities for customer feedback may include: | customer satisfaction forms suggestion box customer surveys complaints department dispute-resolution processes |
Council procedures may include: | as documented in procedures manuals standardised operations |
Procedures for dealing with difficult customers may include: | seeking assistance referring to other personnel |
Review of feedback includes: | review of complaint database discussion in work group |
Common
This unit contains employability skills.
Not applicable.