Application
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.
Prerequisites
Not applicable.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes of a unit of competency. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Confirm client service standards. | 1.1. Access and interpret client service according to organisational policies and procedures. 1.2. Apply client service standards to the provision of client service activities within the organisation. 1.3. Contribute to the development, refinement and improvement of service policies, standards and processes. 1.4. Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities. |
2. Implement and evaluate client service systems. | 2.1. Monitor implementation of client service systems by staff members. 2.2. Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices. 2.3. Evaluate client service activities to meet organisational quality standards. 2.4. Take corrective action where necessary as part of continuous improvement strategy. 2.5. Organise training where necessary for staff members identified through training needs analysis. 2.6. Maintain records of training undertaken and achieved service levels. |
Required Skills
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.
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 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. |
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. |
Sectors
Cross-Sector.
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.