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Evidence Guide: FNSCUS502A - Monitor client requirements

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSCUS502A - Monitor client requirements

What evidence can you provide to prove your understanding of each of the following citeria?

Determine client's needs

  1. Comprehensive information on clients is collected by appropriate means and reviewed in compliance with guidelines and comprehensive records maintained of risks assessed and action taken
  2. Records are regularly reviewed to ensure information is current
  3. Effectiveness of guidelines is monitored and adjusted as required
Comprehensive information on clients is collected by appropriate means and reviewed in compliance with guidelines and comprehensive records maintained of risks assessed and action taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records are regularly reviewed to ensure information is current

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effectiveness of guidelines is monitored and adjusted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish communication with client

  1. Service guidelines are applied to determine level of client contact required
  2. Communication is formalised where the interests of the organisation and client need to be protected and focused on an ongoing review of client requirements
  3. Regular communication is established within guidelines and based on client needs
Service guidelines are applied to determine level of client contact required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication is formalised where the interests of the organisation and client need to be protected and focused on an ongoing review of client requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regular communication is established within guidelines and based on client needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and review information

  1. Categories of information relevant to service provided are identified and gathered
  2. Business environment is monitored to identify the need to amend information services, and mechanisms to select and filter information in an efficient manner are established
  3. Information relevant to client requirements is determined and maintained on an ongoing basis
Categories of information relevant to service provided are identified and gathered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Business environment is monitored to identify the need to amend information services, and mechanisms to select and filter information in an efficient manner are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information relevant to client requirements is determined and maintained on an ongoing basis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 ability to:

apply a systematic, methodical approach to monitoring situations in the context of product market developments and industry trends

pay close attention to detail in terms of personal needs and specifications of clients

consider and adapt to any special needs of clients, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to an integrated financial software system and data.

Method of assessment

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

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports.

Guidance information for assessment

Required Skills and Knowledge

Required skills

well-developed communication skills to:

determine client needs, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

research and analysis to access, interpret and manage client information

problem solving skills to address client monitoring issues

judgement skills for forming recommendations in operational situations

IT skills for accessing and using specialised contact databases and using internet information

well-developed literacy skills for:

reading and interpreting documentation from a variety of sources and recording, gathering and consolidating information

drafting information for clients

learning skills to maintain knowledge of industry products and operating environment

organisational skills, including monitoring client information and planning and sequencing work

Required knowledge

financial services industry developments and trends

industry compliance requirements

industry market position relative to product and line of business

organisation or industry policy wording

organisation policy and procedures

relevant common law, legal systems and procedures

Range Statement

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.

Information may include:

nature of the relationship with the business

personal data

products or services provided to the client.

Appropriate means to obtain client information may include:

attending regular meetings

monitoring client advice

reviewing press clippings and media items.

Records may include:

case files

minutes of meetings

notes

videos.

Communication can be through

client bulletin

email

facsimile

letter

personal contact

telephone.

Regular communication may vary:

annually

daily

monthly

weekly.