Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPSEC3048A, 'Maintain effective relationships with security clients'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Maintain effective relationships with security clients' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1Present a positive image to client. | 1.1 Client relationship is established and maintained using appropriate interpersonal techniques in accordance with legislative and organisational requirements. 1.2 Own conduct is professional and courteous and reflects sensitivity to individual social and cultural differences. 1.3 Personal presentation and grooming is maintained at all times according to organisational requirements. 1.4 Communication skills are used to enhance client commitment and confidence and build a return client base. |
2Provide and review client service. | 2.1 Client service is provided promptly to meet identified client needs. 2.2 Special requirements are responded to in accordance with organisational procedures. 2.3 Client feedback is analysed in consultation with relevant persons to identify improvements to service provision and client relationship. 2.4 Client satisfaction is regularly reviewed using verifiable evidence and improvements implemented as required. |
3Respond to client complaint. | 3.1 Client complaint is handled sensitively and promptly in consultation with relevant persons. 3.2 Client complaint is evaluated and an appropriate response identified and implemented. 3.3 Contact is made with the client to ensure satisfaction with response and resolution of the complaint. 3.4 Personal limitations in responding to complaints are recognised and assistance sought as required from relevant persons. |
4Document complaints. | 4.1 Reports relating to client complaints are documented and reviewed and processed according to organisational procedures. 4.2 Decisions to modify or improve products or services are based on evidence of client satisfaction with response to complaint. 4.4 All documentation is completed promptly and accurately and maintained to ensure client confidentiality in accordance with legislative requirements. |