Assessor Resource

SISXCCS402A
Coordinate client service activities

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to personnel working in a range of roles in community recreation, fitness, outdoor recreation and sport. It applies to individuals working in customer-service roles in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings with a range of client groups.

This unit describes the performance outcomes, skills and knowledge required to coordinate client service activities. The unit focuses on the application of service standards to maintain and improve the level of service activities provided to clients. Coordinators may have staff (paid or volunteer) involved in delivering customer service and are responsible for the quality of their work.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the following is essential:

ensures delivery of client services to industry standards and in an appropriate timeframe

develops improved client service procedures based on analysis of client feedback

identifies staff training needs and arranges appropriate training.

Context of and specific resources for assessment

Assessment must ensure coordination of multiple client service activities to demonstrate competency and consistency of performance.

Assessment must also ensure access to:

real or simulated client feedback

relevant documentation, such as quality improvement systems.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of interacting with a range of client service providers

oral and or written questioning to assess knowledge of the organisation’s procedures for receiving and processing client feedback

portfolio showing evidence of staff training needs analysis

third-party reports from a supervisor detailing work performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SISXCCS403A Determine needs of client populations.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

literacy and numeracy skills to analyse client feedback and maintain records

problem-solving skills to enable evaluation of areas requiring corrective action

teamwork skills to enable the provision of consistent client service throughout the organisation.

Required knowledge

organisational policies and procedures to maintain the level of service activities provided to clients

continuous quality improvement framework to analyse services and take corrective action where required

local client population and the applicability of the system in delivering client service to that population

training needs analysis methods to establish staff training requirements.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. 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) may also be included.

Client may include:

internal or external

those with routine or special requests

regular or new.

Organisational policies and procedures may include:

complaint procedures

organisational report forms

quality systems, standards and guidelines

procedures manuals

product or service manuals, labels and instructions

staff appearance and presentation

continuous quality improvement.

Client service activities may include:

services

products

hours of operation

equipment provision

facility provision.

Client feedback may include:

client-initiated or organisation-generated

verbal and written

surveys

suggestion box.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Access and interpret client service according to organisational policies and procedures. 
Apply client service standards to the provision of client service activities within the organisation. 
Contribute to the development, refinement and improvement of service policies, standards and processes. 
Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities. 
Monitor implementation of client service systems by staff members. 
Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices. 
Evaluate client service activities to meet organisational quality standards. 
Take corrective action where necessary as part of continuous improvement strategy. 
Organise training where necessary for staff members identified through training needs analysis. 
Maintain records of training undertaken and achieved service levels. 

Forms

Assessment Cover Sheet

SISXCCS402A - Coordinate client service activities
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SISXCCS402A - Coordinate client service activities

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: