Provide services 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 PUACOM002B, 'Provide services to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide services 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 client needs and expectations

1.1 Current and potential clients are identified

1.2 Needs and expectations are discussed and clarified with clients

2. Determine and implement response to client needs

2.1 Appropriate decision making processes are established with client and relevant stakeholders

2.2 Options are identified

2.3 Decision making criteria are identified taking account of client needs and organisational context

2.4 Decision making criteria are applied to options in order to identify range of relevant outcomes

2.5 Appropriate response are selected and implemented

2.6 Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures

3. Manage client expectations

3.1 Range of possible organisational responses are communicated to the client in a timely manner

3.2 Client is informed of options for further action

3.3 Courtesy, consideration and sensitivity are exercised at all times with the client

3.4 All necessary documentation is obtained, completed and processed according to organisation's policy and procedures

3.5 Organisation's policy and procedures relating to confidentiality are implemented

3.6 Assistance is sought to manage clients' expectations when necessary

3.7 Clients are referred to other personnel where necessary to ensure their needs are managed efficiently

Qualifications and Skillsets

PUACOM002B appears in the following qualifications:

  • PUA20310 - Certificate II in Public Safety (Police Liaison)
  • PUA20510 - Certificate II in Public Safety (SES Operations)
  • PUA50610 - Diploma of Public Safety (Explosive Ordnance)
  • PUA21010 - Certificate II in Public Safety (Aquatic Rescue)
  • PUA31102 - Certificate III in Public Safety (Driving in a Threat Environment)
  • PUA20601 - Certificate II in Public Safety (Firefighting and Emergency Operations)
  • PUA41004 - Certificate IV in Public Safety (Leadership)
  • PUA52210 - Diploma of Public Safety (Compliance)
  • PUA42409 - Certificate IV in Public Safety (Test and Evaluation)
  • PUA31806 - Certificate III in Public Safety (Defence Public Affairs)
  • PUA20701 - Certificate II in Public Safety (Firefighting Operations)
  • PUA50707 - Diploma of Public Safety (Range Management)
  • PUA32809 - Certificate III in Public Safety (Preventive Health)
  • PUA31310 - Certificate III in Public Safety (Aquatic Search and Rescue)
  • PUA30510 - Certificate III in Public Safety (SES Operations)
  • PUA20410 - Certificate II in Public Safety (SES Rescue)
  • PUA42610 - Certificate IV in Public Safety (Aquatic Search and Rescue Management)
  • PUA31404 - Certificate III in Public Safety (Community Safety)
  • PUA40607 - Certificate IV in Public Safety (Range Control)
  • PUA40210 - Certificate IV in Public Safety (SES Leadership)
  • PUA51310 - Diploma of Public Safety (Explosive Ordnance Manufacture)
  • PUA51709 - Diploma of Public Safety (Test and Evaluation)
  • PUA30410 - Certificate III in Public Safety (SES Rescue)
  • PUA51410 - Diploma of Public Safety (Explosive Ordnance Proof and Experimental)
  • PUA21310 - Certificate II in Public Safety (SES)

And the skillsets: