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Evidence Guide: PSPGEN044 - Develop client services

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

 

PSPGEN044 - Develop client services

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

Analyse client needs

  1. Gather information on the client group from a range of sources.
  2. Use information on the client group to target service provision for clients.
  3. Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.
  4. Seek and consider client feedback in order to respond to changing needs.
Gather information on the client group from a range of sources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the client group to target service provision for clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and consider client feedback in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.
  2. Use client feedback on service delivery to refine the service.
  3. Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.
  4. Identify and address individual differences of clients.
  5. Identify significant problems in addressing client needs and refer to appropriate staff.
Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use client feedback on service delivery to refine the service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address individual differences of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify significant problems in addressing client needs and refer to appropriate staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote client services

  1. Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.
  2. Promote a range of service options for clients.
  3. Assist clients, using a range of communication techniques, to identify their needs and select the best available service.
  4. Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.
Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote a range of service options for clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients, using a range of communication techniques, to identify their needs and select the best available service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and enhance client service

  1. Ensure improvements to client service are within policy and budgetary frameworks.
  2. Establish and implement appropriate strategies for meeting changing client needs.
  3. Use information on the product and/or service to match client needs with service delivery.
  4. Modify specified aspects of the service or service delivery to meet changing client and service requirements.
  5. Adapt client service within procedural and legislative requirements to maintain high standards of delivery.
Ensure improvements to client service are within policy and budgetary frameworks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and implement appropriate strategies for meeting changing client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the product and/or service to match client needs with service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify specified aspects of the service or service delivery to meet changing client and service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse client needs

  1. Gather information on the client group from a range of sources.
  2. Use information on the client group to target service provision for clients.
  3. Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.
  4. Seek and consider client feedback in order to respond to changing needs.
Gather information on the client group from a range of sources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the client group to target service provision for clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and consider client feedback in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.
  2. Use client feedback on service delivery to refine the service.
  3. Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.
  4. Identify and address individual differences of clients.
  5. Identify significant problems in addressing client needs and refer to appropriate staff.
Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use client feedback on service delivery to refine the service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address individual differences of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify significant problems in addressing client needs and refer to appropriate staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote client services

  1. Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.
  2. Promote a range of service options for clients.
  3. Assist clients, using a range of communication techniques, to identify their needs and select the best available service.
  4. Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.
Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote a range of service options for clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients, using a range of communication techniques, to identify their needs and select the best available service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and enhance client service

  1. Ensure improvements to client service are within policy and budgetary frameworks.
  2. Establish and implement appropriate strategies for meeting changing client needs.
  3. Use information on the product and/or service to match client needs with service delivery.
  4. Modify specified aspects of the service or service delivery to meet changing client and service requirements.
  5. Adapt client service within procedural and legislative requirements to maintain high standards of delivery.
Ensure improvements to client service are within policy and budgetary frameworks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and implement appropriate strategies for meeting changing client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information on the product and/or service to match client needs with service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify specified aspects of the service or service delivery to meet changing client and service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

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. Analyse client needs

1.1 Gather information on the client group from a range of sources.

1.2 Use information on the client group to target service provision for clients.

1.3 Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.

1.4 Seek and consider client feedback in order to respond to changing needs.

2. Review client service

2.1 Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.

2.2 Use client feedback on service delivery to refine the service.

2.3 Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.

2.4 Identify and address individual differences of clients.

2.5 Identify significant problems in addressing client needs and refer to appropriate staff.

3. Promote client services

3.1 Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.

3.2 Promote a range of service options for clients.

3.3 Assist clients, using a range of communication techniques, to identify their needs and select the best available service.

3.4 Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.

4. Develop and enhance client service

4.1 Ensure improvements to client service are within policy and budgetary frameworks.

4.2 Establish and implement appropriate strategies for meeting changing client needs.

4.3 Use information on the product and/or service to match client needs with service delivery.

4.4 Modify specified aspects of the service or service delivery to meet changing client and service requirements.

4.5 Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

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. Analyse client needs

1.1 Gather information on the client group from a range of sources.

1.2 Use information on the client group to target service provision for clients.

1.3 Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.

1.4 Seek and consider client feedback in order to respond to changing needs.

2. Review client service

2.1 Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.

2.2 Use client feedback on service delivery to refine the service.

2.3 Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.

2.4 Identify and address individual differences of clients.

2.5 Identify significant problems in addressing client needs and refer to appropriate staff.

3. Promote client services

3.1 Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.

3.2 Promote a range of service options for clients.

3.3 Assist clients, using a range of communication techniques, to identify their needs and select the best available service.

3.4 Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.

4. Develop and enhance client service

4.1 Ensure improvements to client service are within policy and budgetary frameworks.

4.2 Establish and implement appropriate strategies for meeting changing client needs.

4.3 Use information on the product and/or service to match client needs with service delivery.

4.4 Modify specified aspects of the service or service delivery to meet changing client and service requirements.

4.5 Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

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

recordkeeping and interpreting records

monitoring and evaluation

communicating with a diverse range of clients, including through 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

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 WHS and environment, policies, procedures, standards and guidelines relating to client service

principles of client service delivery in the public sector

organisation specific client services available

organisation client service standards

client services provided by the organisation

organisational goals and processes

government processes

limitations of resources for service delivery