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Evidence Guide: CPPSEC3105 - Coordinate provision of quality security services to 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

 

CPPSEC3105 - Coordinate provision of quality security services to clients

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

Identify client needs and service preferences.

  1. Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.
  2. Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.
  3. Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.
  4. Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.
Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver quality client service.

  1. Review and follow work instructions to provide client services.
  2. Identify client’s special requirements and adjust service to meet their needs.
  3. Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.
  4. Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.
  5. Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.
Review and follow work instructions to provide client services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify client’s special requirements and adjust service to meet their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and improve client service.

  1. Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.
  2. Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.
  3. Record and implement agreed improvements to client service procedures.
  4. Securely maintain client records according to legislative and workplace requirements.
Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and implement agreed improvements to client service procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Securely maintain client records according to legislative and workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge