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 LGACORE103B, 'Provide service to local government customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Provide service to local government customers' 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
1. Identify customer needs and expectations
1.1 Customer needs and expectations are clarified and agreed upon with customers.
1.2 Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction.
1.3 Bilingual or other assistance is accessed as required.
1.4 Opportunities to enhance quality of service are identified and appropriate action is taken.
2. Respond to customer needs and expectations
2.1 Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer.
2.2 Requests for information are actioned or the customer is referred to appropriate information source for further assistance.
2.3 Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer.
2.4 Any necessary documentation is obtained, completed and processed according to council procedures.
2.5 Council's policies and procedures relating to privacy and confidentiality are adhered to.
3. Communicate effectively with the public
3.1 Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy.
3.2 Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner.
3.3 Information provided to the public is accurate and timely.
3.4 A positive image of council is presented and maintained in all dealings with the public.
3.5 Opportunities for customer feedback are provided.
4. Manage difficult customer situations
4.1 Council procedures are followed when dealing with difficult customer situations.
4.2 In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon.
4.3 Customer feedback is reviewed in consultation with work group and changes or improvements are considered.
4.4 A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving.