Elements and Performance Criteria
- Analyse needs of client populations.
- Identify client populations for relevant service area.
- Source information on client populations through formal and informal channels, according to relevant legislation and organisational policies and procedures.
- Analyse and interpret information to identify and assess client needs, expectations and satisfaction levels with current service delivery.
- Identify issues in the immediate environment that may impact on the ability to address client population needs.
- Identify and analyse competitive service delivery and scope best practice.
- Plan and develop client services.
- Assess current service provision according to identified client population needs and industry best practice, and identify gaps.
- Develop a plan to deliver improved client services according to analysis, relevant legislation and organisational policies and procedures.
- Select strategies to implement service-delivery plan in consultation with appropriate personnel.
- Monitor service delivery according to organisational policies and procedures.
- Modify specific aspects of product or service delivery to meet changing client service requirements, according to relevant legislation and organisational policies and procedures.
- Evaluate client service provision.
- Seek feedback from clients on level of satisfaction with service provision.
- Review service delivery according to organisational policies and procedures.
- Make recommendations for further improvements to service delivery based on review and client feedback.
- Implement appropriate initiatives to improve service delivery in consultation with appropriate personnel and according to organisational policies and procedures.