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Evidence Guide: PSPGEN016 - Address client needs

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

 

PSPGEN016 - Address client needs

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

Assist clients to articulate needs

  1. Explore, specify and agree on client needs.
  2. Match available services and/or products to client needs.
  3. Advise clients of options and explain in a manner suited to client requirements.
  4. Assist clients to evaluate options to satisfy their needs.
  5. Communicate to clients their rights and responsibilities in relation to the service and/or product.
Explore, specify and agree on client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match available services and/or products to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise clients of options and explain in a manner suited to client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients to evaluate options to satisfy their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate to clients their rights and responsibilities in relation to the service and/or product.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy client needs

  1. Determine preferred product and/or service and prioritise for action.
  2. Develop and deliver customised solutions within limits of own authority.
  3. Explain reasons why if the required service cannot be provided.
  4. Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
Determine preferred product and/or service and prioritise for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and deliver customised solutions within limits of own authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain reasons why if the required service cannot be provided.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exercise judgment to resolve client service issues

  1. Identify potential difficulties in client service delivery and its impact for clients and the organisation.
  2. Explain options for resolution, within limits of own authority.
  3. Propose viable options and address issues.
  4. Refer matters where a solution cannot be found.
Identify potential difficulties in client service delivery and its impact for clients and the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain options for resolution, within limits of own authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose viable options and address issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer matters where a solution cannot be found.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients to articulate needs

  1. Explore, specify and agree on client needs.
  2. Match available services and/or products to client needs.
  3. Advise clients of options and explain in a manner suited to client requirements.
  4. Assist clients to evaluate options to satisfy their needs.
  5. Communicate to clients their rights and responsibilities in relation to the service and/or product.
Explore, specify and agree on client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match available services and/or products to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise clients of options and explain in a manner suited to client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients to evaluate options to satisfy their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate to clients their rights and responsibilities in relation to the service and/or product.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy client needs

  1. Determine preferred product and/or service and prioritise for action.
  2. Develop and deliver customised solutions within limits of own authority.
  3. Explain reasons why if the required service cannot be provided.
  4. Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
Determine preferred product and/or service and prioritise for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and deliver customised solutions within limits of own authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain reasons why if the required service cannot be provided.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exercise judgment to resolve client service issues

  1. Identify potential difficulties in client service delivery and its impact for clients and the organisation.
  2. Explain options for resolution, within limits of own authority.
  3. Propose viable options and address issues.
  4. Refer matters where a solution cannot be found.
Identify potential difficulties in client service delivery and its impact for clients and the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain options for resolution, within limits of own authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose viable options and address issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer matters where a solution cannot be found.

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. Assist clients to articulate needs

1.1 Explore, specify and agree on client needs.

1.2 Match available services and/or products to client needs.

1.3 Advise clients of options and explain in a manner suited to client requirements.

1.4 Assist clients to evaluate options to satisfy their needs.

1.5 Communicate to clients their rights and responsibilities in relation to the service and/or product.

2. Satisfy client needs

2.1 Determine preferred product and/or service and prioritise for action.

2.2 Develop and deliver customised solutions within limits of own authority.

2.3 Explain reasons why if the required service cannot be provided.

2.4 Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

3. Exercise judgment to resolve client service issues

3.1 Identify potential difficulties in client service delivery and its impact for clients and the organisation.

3.2 Explain options for resolution, within limits of own authority.

3.3 Propose viable options and address issues.

3.4 Refer matters where a solution cannot be found.

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. Assist clients to articulate needs

1.1 Explore, specify and agree on client needs.

1.2 Match available services and/or products to client needs.

1.3 Advise clients of options and explain in a manner suited to client requirements.

1.4 Assist clients to evaluate options to satisfy their needs.

1.5 Communicate to clients their rights and responsibilities in relation to the service and/or product.

2. Satisfy client needs

2.1 Determine preferred product and/or service and prioritise for action.

2.2 Develop and deliver customised solutions within limits of own authority.

2.3 Explain reasons why if the required service cannot be provided.

2.4 Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.

3. Exercise judgment to resolve client service issues

3.1 Identify potential difficulties in client service delivery and its impact for clients and the organisation.

3.2 Explain options for resolution, within limits of own authority.

3.3 Propose viable options and address issues.

3.4 Refer matters where a solution cannot be found.

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.

applying legislation, regulations and policies relating to client service

communicating with a diverse range of clients

negotiating variations and changes with clients within limits of own authority and referring to senior staff as required

using a variety of words and language structures to explain sometimes complex ideas to different audiences

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 legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to privacy, anti-discrimination and harassment, consumers and environment

public sector management Acts

risk management guidelines

ethics and accountability standards

public sector standards

organisational standards for client service