Modification History
Not applicable.
Unit Descriptor
Unit Descriptor |
This unit outlines the competencies required when providing customer service in a local government environment, including identification of customer needs and the use of effective communication skills. It requires an ability to understand and work with a diverse range of customer groups and is appropriate for all areas of council. |
Application of the Unit
Application of the Unit |
This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite Unit /s |
Employability Skills Information
Employability Skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
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 and/or the Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Identify customer needs and expectations |
1.1. Customer needs and expectations are clarified and agreed upon with customers. 1.2. Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction. 1.3. Bilingual or other assistance is accessed as required. 1.4. Opportunities to enhance quality of service are identified and appropriate action is taken. |
2. Respond to customer needs and expectations |
2.1. Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer. 2.2. Requests for information are actioned or the customer is referred to appropriate information source for further assistance. 2.3. Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer. 2.4. Any necessary documentation is obtained, completed and processed according to council procedures. 2.5. Council's policies and procedures relating to privacy and confidentiality are adhered to. |
3. Communicate effectively with the public |
3.1. Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy. 3.2. Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner. 3.3. Information provided to the public is accurate and timely. 3.4. A positive image of council is presented and maintained in all dealings with the public. 3.5. Opportunities for customer feedback are provided. |
4. Manage difficult customer situations |
4.1. Council procedures are followed when dealing with difficult customer situations. 4.2. In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon. 4.3. Customer feedback is reviewed in consultation with work group and changes or improvements are considered. 4.4. A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving. |
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Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level, required for this unit |
Required Skills |
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Required Knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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Overview of assessment requirements |
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated. |
Critical aspects of evidence to be considered |
The demonstrated ability to:
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Context of assessment |
On the job or in a simulated workplace environment. |
Relationship to other units (prerequisite or co-requisite units ) |
Prerequisite units: nil. Co-requisite units: nil. |
Method of assessment |
The following assessment methods are suggested:
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Evidence required for demonstration of consistent performance |
Evidence will need to be gathered over time across a range of variables. |
Resource implications |
Access to a workplace or simulated role-play process involving a range of customer enquiries and complaints relating to council issues. |
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. Bold italicised wording in the Performance Criteria is detailed below. |
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Customers may include : |
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Communication with customers may include : |
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Effective communication may include : |
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Effective communication may include : |
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Other organisations may include : |
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Requests for information may include : |
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Completion of necessary documentation may include : |
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Council procedures may include : |
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Procedures for dealing with difficult customers may include : |
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Opportunities for customer feedback may include : |
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Review of feedback includes : |
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Unit Sector(s)
Unit Sector |
Common Units |
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Competency field
Competency Field |
co-requisite unit/s
Co-requisite Unit /s |