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Evidence Guide: PSPGOV402B - 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

 

PSPGOV402B - 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. Client information is used to identify services required.
  2. Specific needs of clients are recognised and addressed in targeting client services.
  3. Potential difficulties in providing client services are identified and addressed or referred for recommended action.
Client information is used to identify services required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specific needs of clients are recognised and addressed in targeting client services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential difficulties in providing client services are identified and addressed or referred for recommended action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver client service

  1. Responses to client enquiries are made in accordance with legislation, policy and procedures.
  2. Service delivery is provided that is appropriate, timely and accurately targeted.
  3. Communication with clients is tailored to the situation and their specific needs.
  4. Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures.
  5. Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty.
  6. Accountability requirements are identified and used, including organisation client service charter and/or external review.
Responses to client enquiries are made in accordance with legislation, policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service delivery is provided that is appropriate, timely and accurately targeted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication with clients is tailored to the situation and their specific needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accountability requirements are identified and used, including organisation client service charter and/or external review.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and improve client service delivery

  1. Client service delivery is monitored and regular feedback from colleagues is used to improve personal service.
  2. Feedback is provided to workgroup members in regard to quality of client service delivery.
  3. Changes in policies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures.
  4. Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential.
Client service delivery is monitored and regular feedback from colleagues is used to improve personal service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is provided to workgroup members in regard to quality of client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Changes in policies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Client feedback about service is sought and responded to.
  2. Procedural aspects of service delivery are monitored and records are maintained as appropriate.
  3. Proposals for change are based on feedback on service development and delivery.
  4. Modifications to client service are carried out where required, within area of responsibility and limits imposed by government.
Client feedback about service is sought and responded to.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedural aspects of service delivery are monitored and records are maintained as appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proposals for change are based on feedback on service development and delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modifications to client service are carried out where required, within area of responsibility and limits imposed by government.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV403B Use resources to achieve work unit goals

PSPGOV406B Gather and analyse information

PSPGOV408A Value diversity

PSPGOV411A Deal with conflict

PSPGOV412A Use advanced workplace communication strategies

PSPGOV422A Apply government processes

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPOHS401B Implement workplace safety procedures and programs

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

client services delivered and monitored in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to client service delivery

case studies and workplace scenarios to capture the range of client service delivery situations likely to be encountered.

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when delivering client services, including coping with difficulties, irregularities and breakdowns in routine

client services delivered and monitored in a range of (3 or more) contexts (or occasions, over time).

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations.

Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from workplace and training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

applying legislation, regulations and policies relating to client service

using a range of 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

responding to diversity, including gender and disability

applying procedures relating to occupational health and safety and environment in the context of client service

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

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

principles of effective client service delivery

client services provided by the organisation

organisational goals and processes

government processes

limitations of resources for service delivery

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of client service delivery

Range Statement

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Clients may include:

individual members of the public

other agencies

community groups

other work areas in the organisation

individual members of the organisation

senior management

government

Minister

Specific needs of clients may include:

age

culture

disability

ethnicity

gender

language

literacy and numeracy

medical conditions

remote location

state of mind

Client services may include:

any services (or products) provided by the organisation to internal or external clients

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

organisational enabling legislation

public sector management acts

financial management acts

privacy legislation

equal employment opportunity, anti-discrimination and harassment legislation

occupational health and safety legislation

consumer legislation

environment legislation.

risk management guidelines

ethics and accountability standards

public sector standards

fraud control standards

government security standards

organisational client service standards

client service charter

organisational policy, procedures and protocols

Service delivery occurs within:

protocols

duty of care responsibility

codes of conduct

framework of accountability

client service charter

Communication techniques may include:

active listening

using open and/or closed questions

speaking clearly and concisely

varying language and tone of voice to suit the audience and purpose

giving clients full attention

maintaining eye-contact when culturally appropriate (for face-to-face interactions)

using non-verbal communication (for face-to-face interactions) such as:

body language

personal presentation.

using clear, legible writing

handling sensitive and confidential issues

Negotiation may include:

effective listening

questioning

constructive feedback

issues identification

exploring options

identifying areas of agreement

recording agreements

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues

Accountability requirements may include:

client service records

client feedback procedures

refund policy

grievance procedures

complaints register

Assistance may include:

advice

mentoring

coaching

training