NTISthis.com

Evidence Guide: PSPGEN023 - Deliver and monitor 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

 

PSPGEN023 - Deliver and monitor service to clients

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

Identify and define client needs

  1. Identify services required by client, ensuring needs of clients are recognised and addressed.
  2. Identify potential difficulties and address or refer for recommended action.
Identify services required by client, ensuring needs of clients are recognised and addressed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential difficulties and address or refer for recommended action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Respond to client enquiries.
  2. Tailor communication to the situation and the client's specific needs.
  3. Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
  4. Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
  5. Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
Respond to client enquiries.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor communication to the situation and the client's specific needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and improve client service delivery

  1. Monitor service delivery and use feedback to and from colleagues to improve personal service.
  2. Convey changes in policies and procedures that impact upon client relations.
  3. Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
Monitor service delivery and use feedback to and from colleagues to improve personal service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey changes in policies and procedures that impact upon client relations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Monitor procedural aspects of service delivery and maintain records.
  2. Seek client feedback and propose changes in response to feedback on service development and delivery.
  3. Carry out modifications to client service within limits and area of responsibility.
Monitor procedural aspects of service delivery and maintain records.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek client feedback and propose changes in response to feedback on service development and delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out modifications to client service within limits and area of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and define client needs

  1. Identify services required by client, ensuring needs of clients are recognised and addressed.
  2. Identify potential difficulties and address or refer for recommended action.
Identify services required by client, ensuring needs of clients are recognised and addressed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential difficulties and address or refer for recommended action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Respond to client enquiries.
  2. Tailor communication to the situation and the client's specific needs.
  3. Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
  4. Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
  5. Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
Respond to client enquiries.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor communication to the situation and the client's specific needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and improve client service delivery

  1. Monitor service delivery and use feedback to and from colleagues to improve personal service.
  2. Convey changes in policies and procedures that impact upon client relations.
  3. Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
Monitor service delivery and use feedback to and from colleagues to improve personal service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey changes in policies and procedures that impact upon client relations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Monitor procedural aspects of service delivery and maintain records.
  2. Seek client feedback and propose changes in response to feedback on service development and delivery.
  3. Carry out modifications to client service within limits and area of responsibility.
Monitor procedural aspects of service delivery and maintain records.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek client feedback and propose changes in response to feedback on service development and delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out modifications to client service within limits and area of responsibility.

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. Identify and define client needs

1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.

1.2 Identify potential difficulties and address or refer for recommended action.

2. Deliver client service

2.1 Respond to client enquiries.

2.2 Tailor communication to the situation and the client's specific needs.

2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

3. Monitor and improve client service delivery

3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.

3.2 Convey changes in policies and procedures that impact upon client relations.

3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Monitor procedural aspects of service delivery and maintain records.

4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.

4.3 Carry out modifications to client service within limits and area of responsibility.

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. Identify and define client needs

1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.

1.2 Identify potential difficulties and address or refer for recommended action.

2. Deliver client service

2.1 Respond to client enquiries.

2.2 Tailor communication to the situation and the client's specific needs.

2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

3. Monitor and improve client service delivery

3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.

3.2 Convey changes in policies and procedures that impact upon client relations.

3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Monitor procedural aspects of service delivery and maintain records.

4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.

4.3 Carry out modifications to client service within limits and area of responsibility.

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

using communication methods with a diverse range of clients including negotiation and problem solving

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

analysing feedback on client service delivery

recommending improvements to client service delivery within organisational constraints

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.

legislation, policies, procedures, standards and guidelines relating to client service

principles of effective client service delivery

client services provided by the organisation

limitations of resources for service delivery