Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client needs

1.1 Collect comprehensive information on clients using appropriate means and in compliance with guidelines

1.2 Review records regularly to ensure information is current and maintain complete records of risks assessed and action taken

1.3 Monitor effectiveness of guidelines and adjust as required

2. Establish communication with clients

2.1 Apply service guidelines to determine level of client contact required

2.2 Formalise communication where interests of organisation and client need to be protected

2.3 Establish regular communication within guidelines and based on client needs

3. Identify and review information

3.1 Identify and gather categories of information relevant to service provided

3.2 Monitor business environment to identify need to amend information services, and establish mechanisms to select and filter information efficiently

3.3 Determine and maintain information relevant to client requirements on an ongoing basis

Skill 

Performance Criteria 

Description 

Reading

1.1-1.3, 2.1, 3.1- 3.3

• Identifies and interprets information from a range of sources and assesses it for compliance and relevance
• Monitors and reviews information on a regular basis for accuracy and for its effectiveness in meeting client and organisational needs

Writing

1.1, 1.2, 1.3, 2.2, 2.3, 3.2

• Uses a range of text types to accurately document and convey logically structured, relevant information

Oral Communication

1.1, 2.2, 3.3

• Clearly explains detailed information using language, tone and pace appropriate to audience
• Initiates effective spoken interactions using appropriate listening and questioning techniques to establish and identify client needs

Navigate the world of work

1.1, 1.3, 2.1, 2.3

• Observes compliance requirements in relation to client requirements

Interact with others

1.1, 2.2, 2.3, 3.3

• Selects and uses appropriate conventions and protocols when communicating with clients to build rapport, seek clarification or share information

Get the work done

1.1-1.3, 2.1, 2.3, 3.1-3.3

• Accepts responsibility for planning, prioritising and sequencing tasks and workload
• Monitors and reviews client information systems and processes to inform decisions about the need for modifications or improvements
• Uses problem-solving processes to address client monitoring issues
• Uses digital technologies and tools to access, store and share information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSCUS502 Monitor client requirements

FNSCUS502A Monitor client requirements

Updated to meet Standards for Training Packages

Minor edits to clarify performance criteria

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.