ELEMENT

PERFORMANCE CRITERIA

1. Analyse client needs

1.1 Key stakeholders and clients are consulted to determine options for addressing client needs.

1.2 Understanding of options for service delivery is used to match client services to clients needs.

1.3 Records of client needs are developed and maintained in accordance with organisational policy and procedures.

1.4 Client requirements are identified and client feedback is reviewed routinely to ensure that needs will be met.

1.5 Service delivery is reviewed routinely to ensure it satisfies requirements of clients.

2. Deliver service which satisfies changing client requirements

2.1 Current and relevant information and materials are provided to clients in accordance with their needs.

2.2 Service delivery is based on up-to-date information, is successfully negotiated and finalised as required.

2.3 Current good practice is reflected in client service delivery.

2.4 Problems in client service delivery are identified and addressed.

2.5 Improvements to client services practices and procedures are implemented within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 A consultative approach within the business unit is adopted to formulate service delivery standards.

3.2 Sections, workgroups and individuals are encouraged to suggest and action strategies to improve service delivery.

3.3 Quality client service provided by individuals or workgroups is identified and recognised.

3.4 Quality client service is modelled for employees within the business unit.

4. Promote client service

4.1 Service to potential clients is marketed effectively.

4.2 Potential areas of difficulty in client services are identified and solutions recommended.

4.3 Client concerns about the service are resolved and complaints of a serious nature are referred to senior staff.

4.4 Responses to clients are actioned within an acceptable timeframe.

5. Monitor client services

5.1 Relevant information on markets and trends is used to review client service delivery.

5.2 Performance indicators are developed to monitor and improve client service delivery.

5.3 The provision of client services is monitored for compliance with legislative requirements and organisation policy.

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

Skill requirements

Look for evidence that confirms skills in:

marketing and promotion of client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

using technical and other vocabulary

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

networking with clients, suppliers and stakeholders

monitoring and reviewing client services

responding to diversity, including gender and disability

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

equal employment opportunity, equity and diversity principles

organisational goals and policies relating to client service delivery

monitoring review strategies and methodologies for client services

occupational health and safety and environmental issues relating to the provision 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:

PSPETHC601B Maintain and enhance confidence in public service

PSPGOV601B Apply government systems

PSPGOV602B Establish and maintain strategic networks

PSPLEGN601B Manage compliance with legislation in the public sector

PSPPOL603A Manage policy implementation

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 the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)

management of quality client services in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, procedures, guidelines and protocols relating to client services

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

organisational materials on the range and type of services provided

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 managing quality client service, including coping with difficulties, irregularities and breakdowns in routine

management of quality client services 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

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

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.

Stakeholders may include:

all those individuals and groups both inside and outside the organisation that have some direct interest in the organisation's behaviour, actions, products and services such as:

employees at all levels of the organisation

other public sector organisations

union and association representatives

boards of management

government

Ministers

Clients may include:

individual members of the public

end users and sponsors

potential providers or suppliers

current providers/suppliers

technical or functional experts or advisers

Commonwealth, State/Territory and/or Local Government

the organisation

other public sector organisations

non-government organisations

employees

unions or staff associations

industry bodies

local communities and society as a whole

lobby groups

special user groups

Client services may include:

any service relevant to the agency

Business unit may refer to:

a program

sub-program

cost centre

area

division

branch

production unit or section located within the organisation

Legislation requirements and organisational policy may include:

Commonwealth and State/Territory legislation including equal employment opportunity and anti-discrimination law

national and international codes of practice and standards

the organisation's policies and practices

government policy

codes of conduct