Deliver and monitor service to 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 PSPGEN023, 'Deliver and monitor service to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Deliver and monitor service to clients' 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



Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Identify and define client needs

1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.

1.2 Identify potential difficulties and address or refer for recommended action.

2. Deliver client service

2.1 Respond to client enquiries.

2.2 Tailor communication to the situation and the client's specific needs.

2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.

2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.

2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.

3. Monitor and improve client service delivery

3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.

3.2 Convey changes in policies and procedures that impact upon client relations.

3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Monitor procedural aspects of service delivery and maintain records.

4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.

4.3 Carry out modifications to client service within limits and area of responsibility.