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Evidence Guide: CPPSEC2105 - Provide quality services to a range of security clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CPPSEC2105 - Provide quality services to a range of security clients

What evidence can you provide to prove your understanding of each of the following citeria?

Identify clients and establish positive relationships.

  1. Identify security clients and their individual service requirements.
  2. Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.
  3. Check personal presentation to ensure it complies with workplace standards for appearance.
  4. Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.
Identify security clients and their individual service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Read workplace instructions, procedures and policies and apply to work tasks to meet client service standards to ensure compliance with legal rights and responsibilities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check personal presentation to ensure it complies with workplace standards for appearance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication and interpersonal techniques to establish client trust and respect in a manner that accounts for individual social and cultural differences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide services to meet client needs and maintain client satisfaction.

  1. Confirm security service needs with client and maintain confidentiality and professional conduct.
  2. Select and explain service options to meet client needs in accordance with work instructions.
  3. Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.
  4. Seek assistance from relevant persons to meet client needs where personal limitations are identified.
  5. Provide security services to meet client needs, and report outcomes to the client in a timely manner.
Confirm security service needs with client and maintain confidentiality and professional conduct.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and explain service options to meet client needs in accordance with work instructions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from relevant persons to meet client needs where personal limitations are identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide security services to meet client needs, and report outcomes to the client in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to client complaints and special requirements to improve service provision.

  1. Identify client special needs or requirements and adjust service to meet needs.
  2. Seek feedback to ascertain possible causes of client dissatisfaction.
  3. Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.
  4. Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.
Identify client special needs or requirements and adjust service to meet needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback to ascertain possible causes of client dissatisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve client complaints with professionalism and courtesy, and develop ideas to improve future service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report unresolved complaints or client dissatisfaction to relevant persons following workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge