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 PSPGOV502B, 'Develop client services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Develop client services' 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

ELEMENT

PERFORMANCE CRITERIA

1. Analyse client needs

1.1 Information on the client group is gathered from a range of sources.

1.2 Information on the client group is used to target service provision for clients.

1.3 Clients and their specific needs are identified to enable the service to be provided and expanded in order to respond to changing needs.

1.4 Client feedback is sought and considered in order to respond to changing needs.

2. Review client service

2.1 Client information is recorded, maintained, shared and used to ensure future client dealings and service developments are well informed.

2.2 Client feedback on service delivery is used to refine the service in accordance with legislation, policy and procedures.

2.3 Client service delivery is undertaken in a manner that upholds and enhances the reputation of the organisation.

2.4 Individual differences of clients are identified and addressed.

2.5 Significant problems in addressing client needs are identified and referred to the appropriate staff.

3. Promote client services

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

3.2 A range of service options for clients is effectively promoted.

3.3 Using a range of communication techniques clients are assisted to identify their needs and select the best available service.

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

4. Develop and enhance client service

4.1 Improvements to client service are within policy and budgetary frameworks.

4.2 Appropriate strategies for meeting changing client needs are established and implemented.

4.3 Information on the product/service is used to match client needs with service delivery.

4.4 Specified aspects of the service or service delivery are modified to meet changing client and service requirements.

4.5 Client service is adapted within procedural and legislative requirements to maintain high standards of delivery.


Qualifications and Skillsets

PSPGOV502B appears in the following qualifications:

  • PSP51104 - Diploma of Government (Management)
  • PSP51904 - Diploma of Government (Workplace Inspection)
  • PSP50304 - Diploma of Government (Court Services)
  • PSP51204 - Diploma of Government (Occupational Health Safety)
  • PSP50104 - Diploma of Government
  • PSP50904 - Diploma of Government (Injury Management
  • PSP52210 - Diploma of Government (Trade Measurement)
  • PSP50804 - Diploma of Government (Human Resources)