Address client needs

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 PSPGOV309A, 'Address client needs'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Address client needs' 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. Assist clients to articulate needs

1.1 Client needs are fully explored, specified and agreed.

1.2 Available services/products are matched to client needs.

1.3 Options for meeting needs are identified to clients and explained in a manner suited to client requirements.

1.4 Clients are assisted to evaluate service/product options to satisfy their needs in line with organisational policy and guidelines.

1.5 The rights and responsibilities of clients in relation to the product/service are identified and communicated to clients in accordance with legislation, policy and procedures.

2. Satisfy client needs

2.1 Preferred product/service is determined and prioritised for action.

2.2 Customised solutions to client needs are developed within limits of own authority, and delivered in accordance with legislation, policy and procedures.

2.3 Where the required service cannot be provided, an explanation is provided to clients as to why need/s cannot be met.

2.4 An acceptable alternative is recommended to clients and if none is available, any further actions that can be taken are explained.

3. Exercise judgment to resolve client service issues

3.1 Potential difficulties in client service delivery and its impact for clients and the organisation are identified.

3.2 Options for resolution available within limits of own authority are explained to clients.

3.3 Viable options are proposed in accordance with legislation, policy and procedures.

3.4 Positive actions are taken to address issues within legislative and policy constraints.

3.5 Matters where a solution cannot be found are referred in accordance with organisational procedures.

Qualifications and Skillsets

PSPGOV309A appears in the following qualifications:

  • PUA32709 - Certificate III in Public Safety (Intelligence Operations)
  • PSP30604 - Certificate III in Government (School Support Services)
  • PSP30504 - Certificate III in Government (Security)
  • PSP30704 - Certificate III in School Support Services
  • PSP30104 - Certificate III Government

And the skillsets: