Provide quality services to a range of security clients

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPSEC2105, 'Provide quality services to a range of security clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide quality services to a range of security clients' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe what needs to be done to demonstrate achievement of the element.

1. Identify clients and establish positive relationships.

1.1 Identify security clients and their individual service requirements.

1.2 Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.

1.3 Check personal presentation to ensure it complies with workplace standards for appearance.

1.4 Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.

2. Provide services to meet client needs and maintain client satisfaction.

2.1 Confirm security service needs with client and maintain confidentiality and professional conduct.

2.2 Select and explain service options to meet client needs in accordance with work instructions.

2.3 Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.

2.4 Seek assistance from relevant persons to meet client needs where personal limitations are identified.

2.5 Provide security services to meet client needs, and report outcomes to the client in a timely manner.

3. Respond to client complaints and special requirements to improve service provision.

3.1 Identify client special needs or requirements and adjust service to meet needs.

3.2 Seek feedback to ascertain possible causes of client dissatisfaction.

3.3 Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.

3.4 Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.