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Evidence Guide: PSPGEN003 - Deliver a service to clients

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

 

PSPGEN003 - Deliver a service to clients

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

Match service to client needs

  1. Access and obtain information on the client base.
  2. Use information on the client base and its needs to match services to clients.
  3. Identify particular needs of clients to enable targeted service delivery.
  4. Match requests from clients to the appropriate service from a defined range of options.
  5. Report problems in matching service delivery to clients to supervisor.
Access and obtain information on the client base.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the client base and its needs to match services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify particular needs of clients to enable targeted service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match requests from clients to the appropriate service from a defined range of options.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report problems in matching service delivery to clients to supervisor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Provide client service that meets client needs within the limitations of resources.
  2. Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.
  3. Tailor service and communication techniques to the specific needs of clients.
  4. Deal with complaints from clients and difficult situations.
  5. Maintain client confidentiality as part of service delivery where required.
  6. Collect data to assist in evaluating whether client needs have been met.
Provide client service that meets client needs within the limitations of resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor service and communication techniques to the specific needs of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complaints from clients and difficult situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain client confidentiality as part of service delivery where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data to assist in evaluating whether client needs have been met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match service to client needs

  1. Access and obtain information on the client base.
  2. Use information on the client base and its needs to match services to clients.
  3. Identify particular needs of clients to enable targeted service delivery.
  4. Match requests from clients to the appropriate service from a defined range of options.
  5. Report problems in matching service delivery to clients to supervisor.
Access and obtain information on the client base.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the client base and its needs to match services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify particular needs of clients to enable targeted service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match requests from clients to the appropriate service from a defined range of options.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report problems in matching service delivery to clients to supervisor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Provide client service that meets client needs within the limitations of resources.
  2. Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.
  3. Tailor service and communication techniques to the specific needs of clients.
  4. Deal with complaints from clients and difficult situations.
  5. Maintain client confidentiality as part of service delivery where required.
  6. Collect data to assist in evaluating whether client needs have been met.
Provide client service that meets client needs within the limitations of resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor service and communication techniques to the specific needs of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complaints from clients and difficult situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain client confidentiality as part of service delivery where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data to assist in evaluating whether client needs have been met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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. Match service to client needs

1.1 Access and obtain information on the client base.

1.2 Use information on the client base and its needs to match services to clients.

1.3 Identify particular needs of clients to enable targeted service delivery.

1.4 Match requests from clients to the appropriate service from a defined range of options.

1.5 Report problems in matching service delivery to clients to supervisor.

2. Deliver client service

2.1 Provide client service that meets client needs within the limitations of resources.

2.2 Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

2.3 Tailor service and communication techniques to the specific needs of clients.

2.4 Deal with complaints from clients and difficult situations.

2.5 Maintain client confidentiality as part of service delivery where required.

2.6 Collect data to assist in evaluating whether client needs have been met.

Required Skills and Knowledge

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. Match service to client needs

1.1 Access and obtain information on the client base.

1.2 Use information on the client base and its needs to match services to clients.

1.3 Identify particular needs of clients to enable targeted service delivery.

1.4 Match requests from clients to the appropriate service from a defined range of options.

1.5 Report problems in matching service delivery to clients to supervisor.

2. Deliver client service

2.1 Provide client service that meets client needs within the limitations of resources.

2.2 Respond to client enquiries promptly and in accordance with accepted practice and standards of the organisation.

2.3 Tailor service and communication techniques to the specific needs of clients.

2.4 Deal with complaints from clients and difficult situations.

2.5 Maintain client confidentiality as part of service delivery where required.

2.6 Collect data to assist in evaluating whether client needs have been met.

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.

communicating with a diverse range of internal and external clients including negotiating, explaining and clarifying

solving problems

tailoring delivery to meet specific client needs

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 policies, procedures and guidelines related to client service delivery

current practice in client service delivery in the public sector

organisational client service charter, standards and procedures

limitations of resources for service delivery

public sector legislation, including work health and safety and environment in the context of client service delivery