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Evidence Guide: PUAPOLGD012A - Address customer needs

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

 

PUAPOLGD012A - Address customer needs

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

Identify customer/s needs

  1. Consultation and negotiation is conducted with customers to identify needs
  2. Information on customers is used to identify required services
  3. Specific needs of customers are identified as appropriate
Consultation and negotiation is conducted with customers to identify needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on customers is used to identify required services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specific needs of customers are identified as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply ethical standards

  1. All persons are treated fairly and equitably in compliance with jurisdictional laws and duty of care responsibilities
  2. Organisational code of conduct/codes of ethics requirements are complied with at all times
All persons are treated fairly and equitably in compliance with jurisdictional laws and duty of care responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organisational code of conduct/codes of ethics requirements are complied with at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer enquiries/needs

  1. Customer enquiries/needs are responded to promptly and professionally
  2. Appropriate response is determined and carried out in accordance with organisational policies and procedures
Customer enquiries/needs are responded to promptly and professionally

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate response is determined and carried out in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to customers

  1. Relevant information, materials and advice are provided to community organisations/groups/individuals as required
  2. Freedom of information/privacy legislation and organisational information security guidelines are complied with
  3. Customers are kept informed of operational status/issues of concern/interest, where appropriate, in accordance with organisational information security guidelines
  4. Feedbackfrom customers is actively sought to determine whether needs are adequately addressed
Relevant information, materials and advice are provided to community organisations/groups/individuals as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Freedom of information/privacy legislation and organisational information security guidelines are complied with

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are kept informed of operational status/issues of concern/interest, where appropriate, in accordance with organisational information security guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedbackfrom customers is actively sought to determine whether needs are adequately addressed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customers with service and support

  1. Services appropriate to the customer's needs are delivered in accordance with organisational policies and procedures
  2. Where appropriate customers are informed of the existence and role of relevant support services and organisations
  3. Relevant special support services available through other organisations are arranged, where required
Services appropriate to the customer's needs are delivered in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate customers are informed of the existence and role of relevant support services and organisations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant special support services available through other organisations are arranged, where required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessment must confirm the ability to:

respond to customer needs

provide a quality service

communicate with different types of customers

provide accurate information to customers.

Consistency in performance

Competency should be demonstrated over time and from a range of actual/simulated workplace activities.

Context of and specific resources for assessment

Context of assessment

Competency should be assessed over time in a range of actual or simulated workplace environments.

Specific resources for assessment

There are no specific resource requirements for this unit.

Method of assessment

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision and/or mentoring, which is typically recorded in a competency workbook.

Assessment is completed using appropriately qualified assessors who select the most appropriate method of assessment.

Assessment may occur in an operational environment or in an industry-approved simulated work environment. Forms of assessment that are typically used include:

direct observation

interviewing the candidate

journals and workplace documentation

third party reports from supervisors

written or oral questions.

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit.

Required Skills

communicate orally and in writing

evaluate information and disseminate it to customers

liaise with various levels/types of the customers and gain their support for policing activities

negotiate effectively

present/model a professional ethical approach to all levels of customers

provide instructions/make presentations

Required Knowledge

application of, and adherence to, security classification procedures

customer needs analysis and feedback gathering strategies

duty of care responsibilities

jurisdictional laws

negotiation practices and techniques

organisational policies and procedures (such as relevant legislation; operational, corporate and strategic plans; operational performance standards; operational policies and procedures; organisational personnel and occupational health and safety practices and guidelines; organisational quality standards; organisation's approach to environmental management and sustainability)

policies and procedures in particular legislation pertaining to freedom of information and privacy issues procedures

range of available support services and agencies

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 in the Performance Criteria is detailed below.

Customers may be internal or external, national or international and may include:

Businesses/organisations

Community groups

Coroners

Emergency services

Family

Government and non-government agencies

Media

Members of the public

Next of kin

Other police services/law enforcement agencies

Owners/agents/operators

Persons in custody

Persons of interest

Victims/survivors

Volunteer and other outside organisations

Witnesses

Customer needs may include:

Equitable treatment and meeting the special needs of disadvantaged and vulnerable groups, including people from culturally and linguistically diverse backgrounds

Information and assistance to other organisations and emergency service authorities

Necessities of life

Provision of training

Duty of care may include:

Common law principles

Moral and ethical standards

Other duties and conventions

Statutory requirements

Feedback from customers can be:

Formal or informal

Short- or long-term

Special support services may include:

Duty of care, which may include practices and processes described by specific organisational policies and procedures

Emergency

Internal or external and may include medical/counselling care