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Evidence Guide: PSPGOV502B - 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

 

PSPGOV502B - Develop client services

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

Analyse client needs

  1. Information on the client group is gathered from a range of sources.
  2. Information on the client group is used to target service provision for clients.
  3. Clients and their specific needs are identified to enable the service to be provided and expanded in order to respond to changing needs.
  4. Client feedback is sought and considered in order to respond to changing needs.
Information on the client group is gathered from a range of sources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on the client group is used to target service provision for clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients and their specific needs are identified to enable the service to be provided and expanded in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client feedback is sought and considered in order to respond to changing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client service

  1. Client information is recorded, maintained, shared and used to ensure future client dealings and service developments are well informed.
  2. Client feedback on service delivery is used to refine the service in accordance with legislation, policy and procedures.
  3. Client service delivery is undertaken in a manner that upholds and enhances the reputation of the organisation.
  4. Individual differences of clients are identified and addressed.
  5. Significant problems in addressing client needs are identified and referred to the appropriate staff.
Client information is recorded, maintained, shared and used to ensure future client dealings and service developments are well informed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client feedback on service delivery is used to refine the service in accordance with legislation, policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client service delivery is undertaken in a manner that upholds and enhances the reputation of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual differences of clients are identified and addressed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Significant problems in addressing client needs are identified and referred to the appropriate staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote client services

  1. Services to existing and/or potential clients are promoted to ensure that the benefits and costs of the service are clearly understood.
  2. A range of service options for clients is effectively promoted.
  3. Using a range of communication techniques clients are assisted to identify their needs and select the best available service.
  4. Negotiation and conflict resolution techniques are used to resolve difficult situations, or referrals are made in accordance with organisational policy and procedures.
Services to existing and/or potential clients are promoted to ensure that the benefits and costs of the service are clearly understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A range of service options for clients is effectively promoted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Using a range of communication techniques clients are assisted to identify their needs and select the best available service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and enhance client service

  1. Improvements to client service are within policy and budgetary frameworks.
  2. Appropriate strategies for meeting changing client needs are established and implemented.
  3. Information on the product/service is used to match client needs with service delivery.
  4. Specified aspects of the service or service delivery are modified to meet changing client and service requirements.
  5. Client service is adapted within procedural and legislative requirements to maintain high standards of delivery.
Improvements to client service are within policy and budgetary frameworks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate strategies for meeting changing client needs are established and implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on the product/service is used to match client needs with service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specified aspects of the service or service delivery are modified to meet changing client and service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client service is adapted 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

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:

PSPETHC501B Promote the values and ethos of public service

PSPGOV503B Coordinate resource allocation and usage

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPGOV507A Undertake negotiations

PSPGOV508A Manage conflict

PSPGOV511A Provide leadership

PSPGOV512A Use complex workplace communication strategies

PSPGOV514A Facilitate change

PSPGOV516A Develop and use emotional intelligence

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHS501A Monitor and maintain workplace safety

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

development of client services 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 services

case studies and workplace scenarios to capture the range of situations likely to be encountered when developing client services

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 developing client services, including coping with difficulties, irregularities and breakdowns in routine

development of client services 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.

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

portfolios

questioning

scenarios

authenticated evidence from the workplace and/or 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

recordkeeping and interpreting records

monitoring and evaluation

using a range of communication techniques 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

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 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

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 and individuals

other work areas of the organisation

work colleagues

senior management

Specific client needs may include:

disabilities

language

ethnicity

gender

culture

age

remote location

Legislation, policy and procedures may include:

State/Territory and Commonwealth legislation and regulations such as:

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

client service charters

fraud control standards

government security standards

organisational policy, procedures and protocols

Negotiation may include:

effective listening

questioning

constructive feedback

issues identification

options exploration

areas of agreement identification

agreement recording

non-verbal as well as verbal communication

culturally appropriate strategies, language and non-verbal cues