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Elements and Performance Criteria

  1. Confirm client service standards.
  2. Implement and evaluate client service systems.

Required Skills

Required skills

literacy and numeracy skills to analyse client feedback and maintain records

problemsolving 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

Evidence Required

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 organisations procedures for receiving and processing client feedback

portfolio showing evidence of staff training needs analysis

thirdparty 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

SISXCCSA Determine needs of client populations

SISXCCS403A Determine needs of client populations.

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. 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.