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
What evidence can you provide to prove your understanding of each of the following citeria?
Identify and define client needs
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Client information is used to identify services required. Completed |
Evidence:
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Specific needs of clients are recognised and addressed in targeting client services. Completed |
Evidence:
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Potential difficulties in providing client services are identified and addressed or referred for recommended action. Completed |
Evidence:
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Deliver client service
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Responses to client enquiries are made in accordance with legislation, policy and procedures. Completed |
Evidence:
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Service delivery is provided that is appropriate, timely and accurately targeted. Completed |
Evidence:
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Communication with clients is tailored to the situation and their specific needs. Completed |
Evidence:
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Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures. Completed |
Evidence:
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Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty. Completed |
Evidence:
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Accountability requirements are identified and used, including organisation client service charter and/or external review. Completed |
Evidence:
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Monitor and improve client service delivery
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Client service delivery is monitored and regular feedback from colleagues is used to improve personal service. Completed |
Evidence:
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Feedback is provided to workgroup members in regard to quality of client service delivery. Completed |
Evidence:
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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 |
Evidence:
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Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential. Completed |
Evidence:
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Review client service
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Client feedback about service is sought and responded to. Completed |
Evidence:
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Procedural aspects of service delivery are monitored and records are maintained as appropriate. Completed |
Evidence:
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Proposals for change are based on feedback on service development and delivery. Completed |
Evidence:
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Modifications to client service are carried out where required, within area of responsibility and limits imposed by government. Completed |
Evidence:
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