Maintain high standard of client service

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 HLTCSD201C, 'Maintain high standard of client service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Maintain high standard of client service' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Communicate appropriately with clients

1.1 Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role

1.2 Identify and use communication strategies and techniques to achieve most effective client service outcomes

1.3 Respond to and deal with complaints in line with organisation policy to enhance service to clients

1.4 Access interpreter services as required

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

2. Establish and maintain an appropriate relationship with clients

2.1 Establish rapport with client and ensure the service is appropriate to and in the client's best interest

2.2 Use effective listening skills to ensure a high level of effective communication and quality service provision

2.3 Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

2.4 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required

2.5 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes

3. Act in a respectful manner at all times

3.1 Positively, actively and consistently demonstrate respect for differences in all work

3.2 Maintainconfidentiality and privacy of clients

3.3 Demonstrate courtesy in all interactions with clients, their visitors, carers and family

3.4 Provide assistance with the care of clients with challenging behaviour in accordance with established procedures

3.5 Use appropriate techniques to manage and minimise aggression

4. Evaluate own work to maintain a high standard of client service

4.1 Seek and receive advice and assistance from appropriate sources on own performance

4.2 Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service

Qualifications and Skillsets

HLTCSD201C appears in the following qualifications:

  • HLT21207 - Certificate II in Health Support Services
  • HLT32507 - Certificate III in Health Services Assistance
  • HLT32407 - Certificate III in Allied Health Assistance
  • HLT43107 - Certificate IV in Defence Health Care