Unit of competency details

Unit descriptor 

This unit of competency specifies the outcomes required to develop and maintain an effective relationship with security clients. It requires the ability to discuss problems with clients, and where appropriate, carry out on-site inspections to confirm security concerns. It also requires an ability to use problem solving techniques to promote client confidence and ensure accurate records are maintained to meet legislative requirements.

This unit may form part of the licensing requirements for persons engaged in technical security work in those states and territories where these are regulated activities.

Application of the unit 

This unit of competency has application to a range of technical security work roles in the security industry. Work is performed under limited supervision and competency requires some judgement and decision-making. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised  text is used, further information is detailed in the required skills and knowledge section and/or the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1 Present 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.

2 Provide 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.

3 Respond 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.

4 Document 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.

REQUIRED SKILLS AND KNOWLEDGE 

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

Required skills 

• analysis of information to identify problems and areas for improvement
• complete workplace documentation and reports
• information technology
• literacy skills to understand and communicate security information (reading, writing, speaking, numeracy and listening)
• negotiation
• numeracy skills to estimate time to complete work tasks and resource requirements
• personal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities
• present a professional image
• problem solving and negotiation
• questioning to check understanding
• research
• risk assessment.

Required knowledge 

• client service standards
• difference between negative and positive language
• differences between written and spoken English
• duty of care requirements
• how to read and use body language to gain confidence of clients
• how to safeguard confidential information
• how to use business equipment to present information
• legislation, regulations and contractual obligations applicable to providing security services
• organisational policies and standards relating to the presentation of information for clients
• organisational standards and procedures for client service
• procedures and channels for reporting information
• procedures for reporting, evaluating and responding to client complaints
• range of security services, systems and equipment and their uses
• rights and responsibilities of clients.

EVIDENCE GUIDE 

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

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

A person who demonstrates competency in this unit must be able to provide evidence of understanding and knowledge of the following:

• complying with organisational policies and procedures and relevant legislation in dealing with security clients
• working with clients to address security concerns or issues using effective communication and negotiation skills
• responding promptly and sensitively to client complaints and evaluating and using feedback as the basis for improving client service and relationships
• following agreed procedures for reporting and recording of client information and complaints processes and outcomes
• in consultation with others, using verifiable evidence to review and analyse service provision and level of client satisfaction.

Context of and specific resources for assessment 

Context of assessment includes:

• a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

• access to a registered provider of assessment services
• access to a suitable venue and equipment
• access to plain English version of relevant statutes and procedures
• assessment instruments including personal planner and assessment record book
• work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment 

This unit of competency should be assessed using questioning of underpinning knowledge and skills.

Guidance information for assessment 

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

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, if used in the performance criteria, is detailed below. 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) may also be included.

Interpersonal techniques may include :

• active listening
• being respectful and non-discriminatory to others
• control of tone of voice and body language
• demonstrating flexibility and willingness to negotiate
• interpreting non-verbal and verbal messages
• maintaining professionalism
• providing and receiving constructive feedback
• questioning to clarify and confirm understanding
• two-way communication
• use of communication appropriate to cultural differences
• use of positive, confident and cooperative language.

Legislative requirements may relate to :

• applicable commonwealth, state and territory legislation which affects work such as:

• workplace safety
• environmental issues
• equal employment opportunity
• industrial relations
• anti-discrimination and diversity

• Australian building codes and regulations
• Australian Communications Authority cabling standards
• Australian standards and quality assurance requirements
• award and enterprise agreements
• evidence collection
• freedom of information
• licensing arrangements and certification requirements
• privacy requirements
• relevant industry codes of practice
• telecommunications
• trade practices.

Organisational requirements may relate to :

• access and equity policies, principles and practices
• business and performance plans
• client service standards
• code of conduct, code of ethics
• communication and reporting procedures
• complaint and dispute resolution procedures
• emergency and evacuation procedures
• employer and employee rights and responsibilities
• Occupational Health and Safety (OHS) policies, procedures and programs
• own role, responsibility and authority
• personal and professional development
• privacy and confidentiality of information
• quality assurance and continuous improvement processes and standards
• resource parameters and procedures
• roles, functions and responsibilities of security personnel
• storage and disposal of information.

Social and cultural differences may be expressed in :

• beliefs, values or practices
• conventions of gender or sexuality
• cultural stereotypes
• dress
• food or diet
• language
• religious and spiritual observances
• social conventions
• traditional practices and observations.

Communication skills may include :

• active listening
• comprehension
• negotiation
• note-taking
• positive body language
• questioning
• reading accurately
• speaking clearly
• summarising
• writing.

Client service may relate to :

• dealing with conflict
• efficient use of resources
• handling and recording complaints
• meeting agreed timelines
• meeting allocated duties and responsibilities.
• meeting budget and agreed costs
• professionalism and conduct
• regular communication and reporting

Special requirements may relate to :

• control of exit from and access to premises
• crowd control
• emergency security services
• escort of people and property
• non-routine information or service provision
• screening of property and people
• urgent requests.

Verifiable evidence may include :

• auditable documentation and reports
• client satisfaction questionnaire
• feedback from lapsed clients
• quality assurance data
• records of complaints and actions taken for resolution.

Client complaints may relate to :

• administrative errors such as incorrect invoices or prices
• client needs not being met
• damaged goods or goods not delivered
• delays
• poor standard of security services or performance
• poor standard of service quality
• products not delivered or installed on time or according to quality standards.

Reporting may include :

• completing documentation such as logs, journals and activity reports
• completing police reports
• completing written and computer reports
• contacting designated personnel
• recording security risk and incident details
• requesting security assistance
• verbal reporting to client or supervisor.

Relevant persons may include :

• colleagues
• emergency personnel
• legal representatives.
• security consultant
• supervisor
• technical security experts.

Personal limitations may relate to :

• being unsure of best method to complete task
• compliance with OHS requirements
• current competence level
• difficulties in meeting timelines
• inability to fulfil own role and responsibilities
• licensing requirements
• technical expertise
• understanding of client requirements
• understanding of legal requirements.

Reporting may include :

• completing documentation such as logs, journals and activity reports
• completing police reports
• completing written and computer reports
• contacting designated personnel
• recording security risk and incident details
• requesting security assistance
• verbal reporting to client or supervisor.

Documentation may include :

• actions and decisions taken to respond to complaint
• client details
• details of feedback and complaints
• evidence of client satisfaction with response
• improvements to products or services as a result of complaint.

Unit sector 

Security

Competency field 

Technical security