The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible.

Prerequisite Unit/s

Nil

ELEMENT

PERFORMANCE CRITERIA

1. Identify client needs and expectations

1.1 Current and potential clients are identified

1.2 Needs and expectations are discussed and clarified with clients

2. Determine and implement response to client needs

2.1 Appropriate decision making processes are established with client and relevant stakeholders

2.2 Options are identified

2.3 Decision making criteria are identified taking account of client needs and organisational context

2.4 Decision making criteria are applied to options in order to identify range of relevant outcomes

2.5 Appropriate response are selected and implemented

2.6 Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures

3. Manage client expectations

3.1 Range of possible organisational responses are communicated to the client in a timely manner

3.2 Client is informed of options for further action

3.3 Courtesy, consideration and sensitivity are exercised at all times with the client

3.4 All necessary documentation is obtained, completed and processed according to organisation's policy and procedures

3.5 Organisation's policy and procedures relating to confidentiality are implemented

3.6 Assistance is sought to manage clients' expectations when necessary

3.7 Clients are referred to other personnel where necessary to ensure their needs are managed efficiently

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

Required Skills

interpersonal skills

locating information

reading selectively and summarising information

Required Knowledge

major regulatory functions of organisation

organisation and structure

organisation services, facilities and activities

organisation's anti-discrimination procedures

organisation's policies and procedures relevant to client service and information provision

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential for this unit that competence be demonstrated in:

locating, interpreting and providing relevant information to requests

seeking assistance when necessary

completing appropriate workplace records

working in accordance with organisation's policies and procedures

Consistency in performance

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of and specific resources for assessment

Context of assessment

A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

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.

Communication with clients may include

spoken

face-to-face

telephone

written

electronic

forms

letters

non verbal

gestures

body language

displays of information

photographs

interpreters

Clients may include

colleagues

community

contractors

personnel from other organisations

Other organisations may include

government departments

community services

community groups

public safety organisations

non government organisations

Effective (spoken) communication may include

clear

sequenced explanations

instructions

paraphrasing

negotiating meaning

checking back on details

summarising

using another language

Appropriate response may include

written response involving reading

selecting and extracting relevant information

spoken response involving questioning appropriate personnel and relaying information to the client

Completion of necessary documentation may include

independent or assisted form filling

recording events in the sequence they happened

Organisation's policy and procedures may include

as documented in procedures manual

standardised operations

conveyed through spoken language

Procedures for dealing with difficult clients may include

seeking assistance

referring to other personnel

Opportunities for feedback may include

client satisfaction forms

telephone survey

follow up contact

suggestion box

verbal

This unit contains employability skills.