Modification History
CHC08 Version 3 |
CHC08 Version 4 |
Comments |
CHCCS412D Deliver and develop client services |
CHCCS412E Deliver and develop client services |
ISC upgrade changes to remove references to old OHS legislation and replace with references to new WHS legislation. No change to competency outcome. |
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required to meet the specific needs of a broad range of existing and new clients within a defined framework |
Application of the Unit
Application |
This unit may apply in a range of community service contexts |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Target client services |
1.1 In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment 1.2 Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services 1.3 Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans 1.4 Identify and select appropriate client service to meet client needs within the scope of area of responsibility 1.5 Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction 1.6 Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented 1.7 Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required |
2. Deliver client service |
2.1 Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities 2.2 Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work 2.3 Base client service delivery on accurate and up to date information about client, service options and the service being delivered 2.4 Complete and maintain all appropriate documentation related to client service delivery according to organisation standards 2.5 Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate |
3. Develop and promote client services |
3.1 Promote the service delivery of the organisation wherever opportunities arise 3.2 Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood 3.3 Develop, document and promote a range of service options for clients to facilitate informed client access to services 3.4 Assist clients to identify their needs and rights and select the best available service |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge: The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include knowledge of:
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Essential skills: It is critical that the candidate demonstrate the ability to:
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate this unit of competency: |
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Access and equity considerations: |
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Context of and specific resources for assessment: |
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Method of assessment: |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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. |
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Client services are: |
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Clients may include: |
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Special client needs could relate to: |
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Unit Sector(s)
Not Applicable