ELEMENT

PERFORMANCE CRITERIA

1. Assist clients to articulate needs

1.1 Client needs are fully explored, specified and agreed.

1.2 Available services/products are matched to client needs.

1.3 Options for meeting needs are identified to clients and explained in a manner suited to client requirements.

1.4 Clients are assisted to evaluate service/product options to satisfy their needs in line with organisational policy and guidelines.

1.5 The rights and responsibilities of clients in relation to the product/service are identified and communicated to clients in accordance with legislation, policy and procedures.

2. Satisfy client needs

2.1 Preferred product/service is determined and prioritised for action.

2.2 Customised solutions to client needs are developed within limits of own authority, and delivered in accordance with legislation, policy and procedures.

2.3 Where the required service cannot be provided, an explanation is provided to clients as to why need/s cannot be met.

2.4 An acceptable alternative is recommended to clients and if none is available, any further actions that can be taken are explained.

3. Exercise judgment to resolve client service issues

3.1 Potential difficulties in client service delivery and its impact for clients and the organisation are identified.

3.2 Options for resolution available within limits of own authority are explained to clients.

3.3 Viable options are proposed in accordance with legislation, policy and procedures.

3.4 Positive actions are taken to address issues within legislative and policy constraints.

3.5 Matters where a solution cannot be found are referred in accordance with organisational procedures.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

applying legislation, regulations and policies relating to client service

communicating with a diverse range of clients

negotiating variations and changes with clients within limits of own authority and referring to senior staff as required by policy and procedures

using a variety of words and language structures to explain sometimes complex ideas to different audiences

developing the required knowledge of services delivered to clients

responding to diversity, including gender and disability

applying procedures relating to occupational health and safety and the environment in the context of client service

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

legislation, regulations, policies, procedures and guidelines relating to client services, such as:

public sector management acts

privacy legislation

anti-discrimination and harassment legislation

occupational health and safety legislation

consumer legislation

environment legislation

risk management guidelines

ethics and accountability standards

public sector standards

fraud control standards

government security standards

organisational policy, procedures and protocols

organisational products/services to a sufficient breadth and depth to be able to develop a customised solution for a client

organisational standards for client service

the importance of communication in delivering client service

the individual's role in delivering client service on behalf of the organisation

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of client services

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC301B Uphold the values and principles of public service

PSPBORD305A Calculate taxes, fees and charges

PSPGOV301B Work effectively in the organisation

PSPGOV302B Contribute to workgroup activities

PSPGOV303B Build and maintain internal networks

PSPGOV308B Work effectively with diversity

PSPGOV312A Use workplace communication strategies

PSPGOV314A Contribute to conflict management

PSPIM301A Process claims

PSPLEGN301B Comply with legislation in the public sector

PSPOHS301A Contribute to workplace safety

PSPPROC302A Undertake basic procurement

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

assessment of client needs in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation and organisational policy, procedures and protocols relating to client service

case studies and workplace scenarios to capture the range of client services situations likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when addressing client needs, including coping with difficulties, irregularities and breakdowns in routine

assessment of client needs in a range of (3 or more) contexts (or occasions, over time).

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations.

Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

demonstration

observation

portfolios

projects

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Clients may include:

internal or external clients

clients with routine or special requests

regular and new clients

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

people who may be unwell, drug affected or emotionally distressed

Specification of client needs may require:

detailed product knowledge for recommending customised solutions

not only application of organisation procedures, but also broader issues such as ethics, industry practice and relevant government policies and regulations

client relationships that will typically involve interacting with clients a number of times over an extended period

an ongoing and deep engagement with the client and the discussion/negotiation of alternatives

Explanations may be made through:

face-to-face interactions

answering the telephone

interactions with team members

written communication

brochures, information sheets

Organisational policies and guidelines may include:

procedural manuals

product/service manuals, labels, instructions

staff appearance and presentation

quality systems, standards and guidelines

intranet - online organisational reference material

Rights and responsibilities may include:

legislative rights

informed consent

fulfilment of external obligations

those identified in the organisation's client service charter

Communication techniques may include:

using active listening

using open and/or closed questions

speaking clearly and concisely

varying language and tone of voice to suit the audience and purpose

giving clients full attention

maintaining eye-contact when culturally appropriate (for face-to-face interactions)

using non-verbal communication (for face-to-face interactions) such as:

body language

personal presentation.

using clear, legible writing

handling sensitive and confidential issues

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

public sector management acts

financial management acts

privacy legislation

equal employment opportunity, anti-discrimination and harassment legislation

occupational health and safety legislation

consumer legislation

environment legislation

Commissioner's instructions

risk management guidelines

ethics and accountability standards

public sector standards

fraud control standards

government security standards

organisational policy, procedures and protocols

Explanation may include:

effective listening

questioning

constructive feedback

issues identification

exploring options

identifying areas of agreement

recording agreements

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues