PSPREG004
Promote client compliance


Application

This unit describes the skills required to promote client compliance. It includes advising and assisting clients to comply with legislation or standards and implementing communication strategies to improve compliance.

This unit applies to those working in public sector roles conducting regulatory activities.

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 as part of a team, performing routine 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. Advise and assist clients to comply with legislation or standards

1.1 Confirm client needs, expectations, attitudes and current level of knowledge.

1.2 Identify and manage risks related to possible confrontations.

1.3 Provide advice to client's that is current, prompt and meets the specific needs of clients in its range, depth and form of presentation.

1.4 Seek feedback on clients' levels of understanding and use additional information or explanation to clarify issues if required.

1.5 Provide information to promote the benefits of compliance and the consequences of non-compliance.

1.6 Advise clients of processes and timelines when interpretation and/or advice from others is needed for complex matters.

2. Implement communication strategies to improve compliance

2.1 Tailor communication strategies to the audience and the context.

2.2 Apply presentation standards in accordance with the needs of clients.

2.3 Highlight community rights and responsibilities and avenues for public redress under legislation or standards, when applicable.

2.4 Use conflict resolution techniques if necessary and protect the safety of self and others.

2.5 Adjust content and presentation of communication strategies in response to feedback gathered from a range of clients.

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.

providing advice and discussion involving exchanges of sometimes complex oral information

delivering presentations tailored to the needs of people from diverse backgrounds

reading and explaining complex and formal documents, including their application to clients' situations

using active listening and questioning strategies to clarify understanding

using information technology to access relevant legislation and guidelines


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

consequences of non-compliance

terminology used in legislation and procedures

organisational procedures, guidelines and protocols

delivery approaches to address diverse learning styles

industry knowledge


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

Regulatory