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Evidence Guide: ICASAS411A - Assist with policy development for client support procedures

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

 

ICASAS411A - Assist with policy development for client support procedures

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

Determine support issues

  1. Review current client support procedures followed by the organisation if appropriate
  2. Gather feedback from client detailing positive and negative aspects of their contact with the organisation
  3. Gather feedback from user who executes client support procedures, detailing problems with current methods
Review current client support procedures followed by the organisation if appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Gather feedback from client detailing positive and negative aspects of their contact with the organisation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Gather feedback from user who executes client support procedures, detailing problems with current methods

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop client support procedures

  1. Create or update client support procedures using information gathered from the client and the user
  2. Forward new client support procedures to appropriate person for review
Create or update client support procedures using information gathered from the client and the user

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Forward new client support procedures to appropriate person for review

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide recommended changes for client support policy

  1. Evaluate feedback on client support policy
  2. Incorporate changes to client support policy
  3. Determine the impact the new policy will have on organisational guidelines and client interactions
  4. Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner
  5. Forward the report and the updated policy to appropriate person for approval
Evaluate feedback on client support policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Incorporate changes to client support policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Determine the impact the new policy will have on organisational guidelines and client interactions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Forward the report and the updated policy to appropriate person for approval

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Update documented client support policy

  1. Amend policies to include new client support procedures
  2. Issue new policies to clients and users in line with organisational guidelines
  3. Maintain policy updates in line with organisational guidelines
Amend policies to include new client support procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Issue new policies to clients and users in line with organisational guidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain policy updates in line with organisational guidelines

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:

evaluate and analyse existing client support policy and procedures

develop new criteria and procedures for performing current practices that cater for emerging client needs.

Context of and specific resources for assessment

Assessment must ensure access to:

sites, peers and supervisors to identify the extent and quality of the contribution required

information about systems or networks to be supported

technical manuals, tools and organisational guidelines

current business requirements and documentation standards

appropriate learning and assessment support when required

modified equipment for people with special needs.

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:

review of client feedback and resulting amendments to client support procedures and policies

review of a report prepared detailing changes in policy and the impact on the client and the user

verbal or written questioning to assess candidate’s knowledge of organisational guidelines.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Required Skills and Knowledge

Required skills

analytical skills to:

determine the impact of policy changes

evaluate feedback on client support policy

communication skills to:

effectively use questioning and active listening techniques

gather feedback from users

liaise with technical team members

initiative and enterprise skills to identify potential improvements to client support policies

literacy skills to:

evaluate reports

prepare reports and update or amend support policies

read and interpret technical manuals and technical workplace documentation

review current support procedures and update accordingly based on feedback

problem-solving skills to determine issues around current methods of supporting users.

Required knowledge

current trends and issues in IT

organisational guidelines for client maintenance and administration

organisational policy for access and security

review process and its stages.

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.

Client may include:

employee

external organisation

individual

internal department.

User may include:

department within the organisation

person within a department

third party.

Appropriate person may include:

authorised business representative

client

IT manager

project manager

supervisor

team leader

user support specialist.

Organisational guidelines may include:

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

opening mail with attachments

personal use of emails and internet access

virus risk.