Maintain high standard of client service

This unit describes skills and knowledge for care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service


This unit applies to work in a range of health settings where health services are provided with direct client contact involved

Work performed requires a range of well-developed skills where some discretion and judgement is required

Individuals will take responsibility for their own outputs and limited responsibility for the output of others

Application of this unit should be contextualised to reflect any client service requirements, issues and practices specific to each workplace


Not Applicable

Elements and Performance Criteria



1. Communicate appropriately with clients

1.1 Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role

1.2 Identify and use communication strategies and techniques to achieve most effective client service outcomes

1.3 Respond to and deal with complaints in line with organisation policy to enhance service to clients

1.4 Access interpreter services as required

1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

2. Establish and maintain an appropriate relationship with clients

2.1 Establish rapport with client and ensure the service is appropriate to and in the client's best interest

2.2 Use effective listening skills to ensure a high level of effective communication and quality service provision

2.3 Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors

2.4 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required

2.5 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes

3. Act in a respectful manner at all times

3.1 Positively, actively and consistently demonstrate respect for differences in all work

3.2 Maintainconfidentiality and privacy of clients

3.3 Demonstrate courtesy in all interactions with clients, their visitors, carers and family

3.4 Provide assistance with the care of clients with challenging behaviour in accordance with established procedures

3.5 Use appropriate techniques to manage and minimise aggression

4. Evaluate own work to maintain a high standard of client service

4.1 Seek and receive advice and assistance from appropriate sources on own performance

4.2 Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service

Required Skills

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes knowledge of:

Available interpreter services

Cultural differences in Australia

Knowledge of cultures relevant to the particular service

Organisation policies and procedures for privacy and confidentiality of information provided by clients and others

Organisation policy on client rights and responsibilities

Roles and responsibilities of self and other workers within the organisation

When client issues need to be referred to an appropriate health professional

Essential skills:

It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes the ability to:

Communicate in a non discriminatory, supportive and inclusive manner

Comply with relevant policies, protocols, guidelines and procedures of the organisation

Demonstrate respect for clients, use effective listening techniques and display empathy with clients and relatives

Establish and maintain relationships, taking into account individual differences

Handle complaints and resolve conflict, or refer matters to supervisors when required

Interpret and follow the instructions and guidance of health professionals involved with the care of clients

Listen and respond to communication initiatives of client

Use literacy skills in reading, writing and oral communication to fulfil job role in a safe manner and as specified by the organisation, including:

understand symbols used in OHS signs

read workplace safety pamphlets or procedure manuals and labels

use appropriate verbal and non verbal communication styles

ask questions

provide clear information

listen to and understand workplace instructions and clarify when necessary

apply literacy skills as required in English or a community language

Use problem solving skills to:

effectively utilise available resources

prioritise workload

Work effectively as part of a team

Work within role and responsibility in a manner which accommodates and accepts individual differences

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions

This unit can be assessed independently, but holistic assessment practice is encouraged with other units of competency involving client service delivery

Assessment may be conducted on one occasion but should include a range of clients, reflecting the diverse nature of those for whom service is provided in the workplace context

A diversity of assessment tasks is also essential for holistic assessment

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Clients may include:

Current clients (ie. including patients) of the organisation

Clients of other associated organisations or agencies

Prospective clients

Clients making contact with the organisation through relevant representatives, professionals or other advocates or agencies

Others with whom interaction is required in regard to client services may include:

Other staff and team members

Service units or departments

Family members, carers and friends of clients

Professional representatives or agents of clients such as:

medical specialists

social workers


allied health professionals


teachers and/or spiritual advisers


other representative

General public

Communication may require:


Sign language

Services of an interpreter

Community language as required by the service / organisation

Modes of communication include:

Continuing interaction with clients

Verbal conversations either in person or via telephone

Written notes by post or electronic media

Worker, family member, friend or professional interpreter who has relevant languages

Respect for difference may include differences such as:


Cognitive/mental or intellectual issues that may impact on communication

Cultural and ethnic




Language, literacy and numeracy abilities that may impact on communication

Sexuality and sexual preference

Confidentiality and privacy of clients refer to:


Health fund entitlements

Welfare entitlements

Payment methods and records

Written details i.e. medical and consent forms

Information provided by telephone

Personal information disclosed

Maintenance of confidentiality and privacy of clients include:

Public environments

Legal and ethical requirements

Writing details i.e. medical and consent forms

Conversations on the telephone

Secure location for written records

Offering a private location for discussions

Information disclosed to an appropriate person consistent with one's level of responsibility

Performance monitoring may include:


Supervisor assessment

Customer feedback


Not Applicable

Employability Skills

This unit contains Employability Skills

Licensing Information

Not Applicable