Application
This unit describes the skills required to develop client services. It includes analysing client needs and reviewing, promoting and enhancing client service.
This unit applies to those working in generalist and specialist roles within the public sector.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.
Those undertaking this unit would work independently performing complex tasks in a range of familiar and unfamiliar contexts.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section. |
1. Analyse client needs | 1.1 Gather information on the client group from a range of sources. 1.2 Use information on the client group to target service provision for clients. 1.3 Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs. 1.4 Seek and consider client feedback in order to respond to changing needs. |
2. Review client service | 2.1 Record, maintain, share and use client information to ensure future client dealings and service developments are well informed. 2.2 Use client feedback on service delivery to refine the service. 2.3 Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation. 2.4 Identify and address individual differences of clients. 2.5 Identify significant problems in addressing client needs and refer to appropriate staff. |
3. Promote client services | 3.1 Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood. 3.2 Promote a range of service options for clients. 3.3 Assist clients, using a range of communication techniques, to identify their needs and select the best available service. 3.4 Negotiate and use conflict resolution techniques to resolve difficult situations, or refer. |
4. Develop and enhance client service | 4.1 Ensure improvements to client service are within policy and budgetary frameworks. 4.2 Establish and implement appropriate strategies for meeting changing client needs. 4.3 Use information on the product and/or service to match client needs with service delivery. 4.4 Modify specified aspects of the service or service delivery to meet changing client and service requirements. 4.5 Adapt client service within procedural and legislative requirements to maintain high standards of delivery. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
applying legislation, regulations and policies relating to client service
recordkeeping and interpreting records
monitoring and evaluation
communicating with a diverse range of clients, including through negotiation and problem-solving
using a variety of words and language structures to explain sometimes complex ideas to different audiences
analysing feedback on client service delivery
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
public sector legislation including WHS and environment, policies, procedures, standards and guidelines relating to client service
principles of client service delivery in the public sector
organisation specific client services available
organisation client service standards
client services provided by the organisation
organisational goals and processes
government processes
limitations of resources for service delivery
Assessment Conditions
This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
Foundation skills are embedded within the elements and performance criteria of this unit.
Competency Field
General