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Evidence Guide: SISXCCS402A - Coordinate client service activities

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

 

SISXCCS402A - Coordinate client service activities

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

Confirm client service standards.

  1. Access and interpret client service according to organisational policies and procedures.
  2. Apply client service standards to the provision of client service activities within the organisation.
  3. Contribute to the development, refinement and improvement of service policies, standards and processes.
  4. Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities.
Access and interpret client service according to organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply client service standards to the provision of client service activities within the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the development, refinement and improvement of service policies, standards and processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities.

Completed
Date:

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Implement and evaluate client service systems.

  1. Monitor implementation of client service systems by staff members.
  2. Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices.
  3. Evaluate client service activities to meet organisational quality standards.
  4. Take corrective action where necessary as part of continuous improvement strategy.
  5. Organise training where necessary for staff members identified through training needs analysis.
  6. Maintain records of training undertaken and achieved service levels.
Monitor implementation of client service systems by staff members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate client service activities to meet organisational quality standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take corrective action where necessary as part of continuous improvement strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise training where necessary for staff members identified through training needs analysis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records of training undertaken and achieved service levels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ensures delivery of client services to industry standards and in an appropriate timeframe

develops improved client service procedures based on analysis of client feedback

identifies staff training needs and arranges appropriate training.

Context of and specific resources for assessment

Assessment must ensure coordination of multiple client service activities to demonstrate competency and consistency of performance.

Assessment must also ensure access to:

real or simulated client feedback

relevant documentation, such as quality improvement systems.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of interacting with a range of client service providers

oral and or written questioning to assess knowledge of the organisation’s procedures for receiving and processing client feedback

portfolio showing evidence of staff training needs analysis

third-party reports from a supervisor detailing work performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SISXCCS403A Determine needs of client populations.

Required Skills and Knowledge

Required skills

literacy and numeracy skills to analyse client feedback and maintain records

problem-solving skills to enable evaluation of areas requiring corrective action

teamwork skills to enable the provision of consistent client service throughout the organisation.

Required knowledge

organisational policies and procedures to maintain the level of service activities provided to clients

continuous quality improvement framework to analyse services and take corrective action where required

local client population and the applicability of the system in delivering client service to that population

training needs analysis methods to establish staff training requirements.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

internal or external

those with routine or special requests

regular or new.

Organisational policies and procedures may include:

complaint procedures

organisational report forms

quality systems, standards and guidelines

procedures manuals

product or service manuals, labels and instructions

staff appearance and presentation

continuous quality improvement.

Client service activities may include:

services

products

hours of operation

equipment provision

facility provision.

Client feedback may include:

client-initiated or organisation-generated

verbal and written

surveys

suggestion box.