Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBXDB301 Mapping and Delivery Guide
Respond to the service needs of customers and clients with disability

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBXDB301 - Respond to the service needs of customers and clients with disability
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to appropriately respond to the individual needs of customers or clients with disability, to maximise equal access to provided products or services. This unit applies to front line personnel in service providers who interact with customers or clients with disabilities. Those undertaking this unit would work autonomously in a range of contexts whilst performing specific tasks, with supervisors available as an escalation point, if required. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Determine service requirements for customer or client with disability
  • Confirm that communication method and form of interaction meet the capabilities, needs and preferences of individual customers or clients
  • Communicate with customer or client to determine the reason for the service interaction
  • Consult customers or clients to confirm if they have a requirement or preference for additional personal support within the service context
       
Element: Confirm whether customer or client needs can be met through service provided
  • Determine whether customer or clients’ service and support needs are within the scope of own role and responsibilities, and confirm with supervisor
  • Identify where reference to other service providers is required where customer or client support needs or preferences are beyond the scope of own role
       
Element: Provide service to customers or clients with disability
  • Inform customers or clients about the products, services or supports that are accessible to them, and how they can be used or navigated
  • Identify and access available supports, facilities or resources within scope of own role and according to organisational procedures, as required to service individual customers or clients
  • Seek feedback on whether customers or clients are satisfied with the service received and that their service needs have been addressed
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.
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
Confirm that communication method and form of interaction meet the capabilities, needs and preferences of individual customers or clients 
Communicate with customer or client to determine the reason for the service interaction 
Consult customers or clients to confirm if they have a requirement or preference for additional personal support within the service context 
Determine whether customer or clients’ service and support needs are within the scope of own role and responsibilities, and confirm with supervisor 
Identify where reference to other service providers is required where customer or client support needs or preferences are beyond the scope of own role 
Inform customers or clients about the products, services or supports that are accessible to them, and how they can be used or navigated 
Identify and access available supports, facilities or resources within scope of own role and according to organisational procedures, as required to service individual customers or clients 
Seek feedback on whether customers or clients are satisfied with the service received and that their service needs have been addressed 

Forms

Assessment Cover Sheet

BSBXDB301 - Respond to the service needs of customers and clients with disability
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

BSBXDB301 - Respond to the service needs of customers and clients with disability

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: