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 PSPGOV402B, '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



1. Identify and define client needs

1.1 Client information is used to identify services required.

1.2 Specific needs of clients are recognised and addressed in targeting client services.

1.3 Potential difficulties in providing client services are identified and addressed or referred for recommended action.

2. Deliver client service

2.1 Responses to client enquiries are made in accordance with legislation, policy and procedures.

2.2 Service delivery is provided that is appropriate, timely and accurately targeted.

2.3 Communication with clients is tailored to the situation and their specific needs.

2.4 Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures.

2.5 Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty.

2.6 Accountability requirements are identified and used, including organisation client service charter and/or external review.

3. Monitor and improve client service delivery

3.1 Client service delivery is monitored and regular feedback from colleagues is used to improve personal service.

3.2 Feedback is provided to workgroup members in regard to quality of client service delivery.

3.3 Changes in policies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures.

3.4 Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential.

4. Review client service

4.1 Client feedback about service is sought and responded to.

4.2 Procedural aspects of service delivery are monitored and records are maintained as appropriate.

4.3 Proposals for change are based on feedback on service development and delivery.

4.4 Modifications to client service are carried out where required, within area of responsibility and limits imposed by government.

Qualifications and Skillsets

PSPGOV402B appears in the following qualifications:

  • PSP40704 - Certificate IV in Government (Service Delivery)
  • PSP42010 - Certificate IV in School Support Services
  • PSP40304 - Certificate IV in Government (Court Compliance)
  • PSP41104 - Certificate IV in Government (Occupational Health Safety)
  • PSP40404 - Certificate IV in Government (Court Services)
  • PSP40504 - Certificate IV in Government (Financial Services)
  • PSP41904 - Certificate IV in Government (School Support Services)
  • PSP42108 - Certificate IV in Government (Revenue Administration)
  • PSP40204 - Certificate IV in Government (Border Protection)
  • PSP40604 - Certificate IV in Government (Fraud Control)
  • PSP42210 - Certificate IV in Government (Workplace Relations)
  • PSP41204 - Certificate IV in Government (Project Management)
  • PSP41404 - Certificate IV in Government (Statutory Compliance)
  • PSP40104 - Certificate IV in Government
  • PSP40904 - Certificate IV in Government (Injury Rehabilitation Management )
  • PSP41804 - Certificate IV in Government (Road Transport Compliance)
  • PSP41604 - Certificate IV in Government (Security)
  • PSP40804 - Certificate IV in Government (Injury Claims Administration )