Application
Not applicable.
Prerequisites
Not applicable.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Identify and define client needs | 1.1 Client information is used to identify services required. 1.2 Specific needs of clients are recognised and addressed in targeting client services. 1.3 Potential difficulties in providing client services are identified and addressed or referred for recommended action. |
2. Deliver client service | 2.1 Responses to client enquiries are made in accordance with legislation, policy and procedures. 2.2 Service delivery is provided that is appropriate, timely and accurately targeted. 2.3 Communication with clients is tailored to the situation and their specific needs. 2.4 Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures. 2.5 Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty. 2.6 Accountability requirements are identified and used, including organisation client service charter and/or external review. |
3. Monitor and improve client service delivery | 3.1 Client service delivery is monitored and regular feedback from colleagues is used to improve personal service. 3.2 Feedback is provided to workgroup members in regard to quality of client service delivery. 3.3 Changes in policies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures. 3.4 Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential. |
4. Review client service | 4.1 Client feedback about service is sought and responded to. 4.2 Procedural aspects of service delivery are monitored and records are maintained as appropriate. 4.3 Proposals for change are based on feedback on service development and delivery. 4.4 Modifications to client service are carried out where required, within area of responsibility and limits imposed by government. |
Required Skills
This section describes the essential skills and knowledge and their level, required for this unit. |
Skill requirements Look for evidence that confirms skills in: applying legislation, regulations and policies relating to client service using a range of communication methods with a diverse range of clients including negotiation and problem solving using a variety of words and language structures to explain sometimes complex ideas to different audiences analysing feedback on client service delivery recommending improvements to client service delivery within organisational constraints responding to diversity, including gender and disability applying procedures relating to occupational health and safety and environment in the context of client service |
Knowledge requirements Look for evidence that confirms knowledge and understanding of: legislation, policies, procedures, standards and guidelines relating to client service principles of effective client service delivery client services provided by the organisation organisational goals and processes government processes limitations of resources for service delivery equal employment opportunity, equity and diversity principles public sector legislation such as occupational health and safety and environment in the context of client service delivery |
Evidence Required
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. | |
Units to be assessed together | Pre-requisite units that must be achieved prior to this unit:Nil Co-requisite units that must be assessed with this unit:Nil Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to: PSPETHC401A Uphold and support the values and principles of public service PSPGOV403B Use resources to achieve work unit goals PSPGOV406B Gather and analyse information PSPGOV408A Value diversity PSPGOV411A Deal with conflict PSPGOV412A Use advanced workplace communication strategies PSPGOV422A Apply government processes PSPLEGN401A Encourage compliance with legislation in the public sector PSPOHS401B Implement workplace safety procedures and programs |
Overview of evidence requirements | In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms: the knowledge requirements of this unit the skill requirements of this unit application of Employability Skills as they relate to this unit client services delivered and monitored in a range of (3 or more) contexts (or occasions, over time) |
Resources required to carry out assessment | These resources include: legislation, policy, procedures and protocols relating to client service delivery case studies and workplace scenarios to capture the range of client service delivery situations likely to be encountered. |
Where and how to assess evidence | Valid assessment of this unit requires: a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when delivering client services, including coping with difficulties, irregularities and breakdowns in routine client services delivered and monitored in a range of (3 or more) contexts (or occasions, over time). Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as: people with disabilities people from culturally and linguistically diverse backgrounds Aboriginal and Torres Strait Islander people women young people older people people in rural and remote locations. Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups. Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of: case studies demonstration observation portfolios questioning scenarios simulation or role plays authenticated evidence from workplace and training courses |
For consistency of assessment | Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
Range Statement
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here. | |
Clients may include: | individual members of the public other agencies community groups other work areas in the organisation individual members of the organisation senior management government Minister |
Specific needs of clients may include: | age culture disability ethnicity gender language literacy and numeracy medical conditions remote location state of mind |
Client services may include: | any services (or products) provided by the organisation to internal or external clients |
Legislation, policy and procedures may include: | State/Territory and Commonwealth legislation and regulations such as: organisational enabling legislation public sector management acts financial management acts privacy legislation equal employment opportunity, anti-discrimination and harassment legislation occupational health and safety legislation consumer legislation environment legislation. risk management guidelines ethics and accountability standards public sector standards fraud control standards government security standards organisational client service standards client service charter organisational policy, procedures and protocols |
Service delivery occurs within: | protocols duty of care responsibility codes of conduct framework of accountability client service charter |
Communication techniques may include: | active listening using open and/or closed questions speaking clearly and concisely varying language and tone of voice to suit the audience and purpose giving clients full attention maintaining eye-contact when culturally appropriate (for face-to-face interactions) using non-verbal communication (for face-to-face interactions) such as: body language personal presentation. using clear, legible writing handling sensitive and confidential issues |
Negotiation may include: | effective listening questioning constructive feedback issues identification exploring options identifying areas of agreement recording agreements non-verbal as well as verbal communication culturally appropriate strategies, language and non-verbal cues |
Accountability requirements may include: | client service records client feedback procedures refund policy grievance procedures complaints register |
Assistance may include: | advice mentoring coaching training |
Sectors
Not applicable.
Competency Field
Working in government.
Employability Skills
This unit contains employability skills.
Licensing Information
Not applicable.