This unit applies to those working in a client service-delivery role in sport, recreation or fitness sectors, such as community recreation, outdoor recreation and sport. It applies to those working in roles such as program developers and coordinators, competition organisers, trip leaders, after-school or holiday-care coordinators, logistics coordinators and sports trainers in work environments such as community recreation centres, aquatics centres and camps.

ELEMENT

PERFORMANCE CRITERIA

1. Develop knowledge of client services.

1.1. Develop and maintain knowledge of client services according to organisational policies and procedures.

1.2. Undertake research to compare available services.

1.3. Investigate services of other providers.

2. Identify client needs.

2.1. Establish rapport with clients.

2.2. Identify and confirm client needs and priorities.

2.3. Explain available services to client using appropriate communication strategies.

3. Recommend services.

3.1. Evaluate services according to client needs and respond to client queries and requests according to organisational policies and procedures.

3.2. Identify gaps in service provision in relation to client needs.

3.3. Recommend services to match client needs, including alternative services when clients' needs cannot be met.

4. Customise services to satisfy client needs.

4.1. Assist client to evaluate service options according to their needs.

4.2. Determine and prioritise preferred action.

4.3. Identify potential areas of difficulty in client service delivery and take action to meet needs according to organisational policies and procedures and relevant legislation.

4.4. Develop customised solutions specific to customer requirements.

4.5. Negotiate and confirm solutions with the client according to organisational policies and procedures and relevant legislation.

5. Confirm services.

5.1. Complete documentation as required according to organisational policies and procedures.

5.2. Refer client to appropriate personnel and follow up according to organisational policies and procedures.

Required skills

communication skills to:

consult with clients and elicit information required to determine their needs

convey information about services

advise clients of appropriate services

problem-solving skills to:

match client needs with available service options

negotiate modifications and solutions to address specific client needs

literacy and numeracy skills to complete documentation in relation to service delivery

initiative and enterprise skills to generate solutions to meet client needs.

Required knowledge

detailed product knowledge to recommend customised solutions to meet clients needs

legislation and organisational policies and procedures to enable provision of optimum client services

services offered by other sport and recreation providers to make recommendations to clients when their needs cannot be met.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the following is essential:

interacts with clients professionally and in a non-discriminatory manner, using a client-centred approach to convey information about the organisation's services

identifies client needs, and develops and recommends customised solutions using appropriate communication strategies

interacts with a range of clients to identify their needs and develops a rapport with clients to obtain satisfactory outcomes.

Context of and specific resources for assessment

Assessment must ensure the identification of client needs relevant to the candidate's current or intended work environment and the development of customised solutions to demonstrate consistency of performance.

Assessment must also ensure access to:

sport and recreation environments and providers, clients and information about service provision

documentation related to service provision and organisational policies and procedures for customer service.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of interacting with a range of clients, including conveying information about service options and negotiating satisfactory outcomes

oral and or written questioning to assess knowledge of the organisation's policies and procedures for delivering customised client services

third-party reports from a supervisor detailing appropriate work performed by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SISXCCS402A Coordinate client service activities.

Guidance information for assessment

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client services may include:

fitness programs

recreational activities

body composition programs

aquatics-based programs.

Organisational policies and procedures may include:

staff codes of behaviour

documentation requirements

quality systems, standards and guidelines

customer service and feedback.

Clients may include:

internal and external

customers with routine or special requests

regular and new

schools

businesses

adults and children.

Client needs may include:

recreation

health and fitness

skill development

social.

Areas of difficulty may include:

limited services

cost

scheduling

availability of staff.

Relevant legislation may include:

consumer law

Trade Practices Act.

Solutions may include:

rescheduling

negotiating payment

recommending alternative services.

Documentation may include:

client details

bookings

payments.

Appropriate personnel may include:

membership officers

administration staff

coaches

instructional staff

guides.

Unit sector

Cross-Sector

This unit contains employability skills.