Develop client services

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 PSPGEN044, 'Develop client services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop client services' 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. Analyse client needs

1.1 Gather information on the client group from a range of sources.

1.2 Use information on the client group to target service provision for clients.

1.3 Identify clients and their specific needs to enable the service to be provided and expanded in order to respond to changing needs.

1.4 Seek and consider client feedback in order to respond to changing needs.

2. Review client service

2.1 Record, maintain, share and use client information to ensure future client dealings and service developments are well informed.

2.2 Use client feedback on service delivery to refine the service.

2.3 Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.

2.4 Identify and address individual differences of clients.

2.5 Identify significant problems in addressing client needs and refer to appropriate staff.

3. Promote client services

3.1 Promote services to existing and/or potential clients to ensure that the benefits and costs of the service are clearly understood.

3.2 Promote a range of service options for clients.

3.3 Assist clients, using a range of communication techniques, to identify their needs and select the best available service.

3.4 Negotiate and use conflict resolution techniques to resolve difficult situations, or refer.

4. Develop and enhance client service

4.1 Ensure improvements to client service are within policy and budgetary frameworks.

4.2 Establish and implement appropriate strategies for meeting changing client needs.

4.3 Use information on the product and/or service to match client needs with service delivery.

4.4 Modify specified aspects of the service or service delivery to meet changing client and service requirements.

4.5 Adapt client service within procedural and legislative requirements to maintain high standards of delivery.