Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit covers client service where a relationship is established with the client to address their needs. Staff may need to explore with clients what outcomes are possible and would best promote satisfaction. It may also require staff to be familiar with a product/service that is capable of customisation. The nature of the service/product delivery may need to be explored with the client. The unit includes assisting clients to articulate needs, satisfying client needs and exercising judgment to resolve client service issues. In practice, addressing client needs may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, working effectively, working with diversity, undertaking basic procurement, calculating duty and other taxes, processing claims, etc. This unit is based upon unit GCSO06A from GCS01 Client Service (Generic Guideline Competencies), but the outcome has been altered. Element 1 of this competency is from element P17 from GCS01, element 2 of this competency is from element P18 from GCS01 and element 3 of this competency is from element S21 from GCS01. This is one of 5 units of competency in the Working in Government and Management Competency Fields that deal with client services. Related units are: PSPGOV203B Deliver a service to clients PSPGOV402B Deliver and monitor service to clients PSPGOV502B Develop client services PSPMNGT606B Manage quality client service This is a new unit of competency, added to the Working in Government Competency Field of the Training Package in 2004 |
Application of the Unit
Not applicable.
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 are the essential outcomes of the unit of competency. |
Together, performance criteria specify the requirements for competent performance. Text in italics is explained in the Range Statement following. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 . Assist clients to articulate needs |
1.1 Client needs are fully explored, specified and agreed 1.2 Available services/products are matched to client needs 1.3 Options for meeting needs are identified to clients and explained in a manner suited to client requirements 1.4 Clients are assisted to evaluate service/product options to satisfy their needs in line with organisational policy and guidelines 1.5 The rights and responsibilities of clients in relation to the product/service are identified and communicated to clients in accordance with legislation , policy and procedures |
2 . Satisfy client needs |
2.1 Preferred product/service is determined and prioritised for action 2.2 Customised solutions to client needs are developed within limits of own authority, and delivered in accordance with legislation, policy and procedures 2.3 Where the required service cannot be provided, an explanation is provided to clients as to why need/s cannot be met 2.4 An acceptable alternative is recommended to clients and if none is available, any further actions that can be taken are explained |
3 . Exercise judgment to resolve client service issues |
3.1 Potential difficulties in client service delivery and its impact for clients and the organisation are identified 3.2 Options for resolution available within limits of own authority are explained to clients 3.3 Viable options are proposed in accordance with legislation, policy and procedures 3.4 Positive actions are taken to address issues within legislative and policy constraints 3.5 Matters where a solution cannot be found are referred in accordance with organisational procedures |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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This section describes the essential skills and knowledge and their level, required for this unit. |
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Skill requirements Look for evidence that confirms skills in:
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Knowledge requirements Look for evidence that confirms knowledge and understanding of:
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Evidence Guide
EVIDENCE GUIDE |
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The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. |
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Units to be assessed together |
PSPETHC301B Uphold the values and principles of public service PSPBORD305A Calculate taxes, fees and charges PSPGOV301B Work effectively in the organisation PSPGOV302B Contribute to workgroup activities PSPGOV303B Build and maintain internal networks PSPGOV308B Work effectively with diversity PSPGOV312A Use workplace communication strategies PSPGOV314A Contribute to conflict management PSPIM301A Process claims PSPLEGN301B Comply with legislation in the public sector PSPOHS301A Contribute to workplace safety PSPPROC302A Undertake basic procurement |
Overview of evidence requirements |
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
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Resources required to carry out assessment |
These resources include:
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Where and how to assess evidence |
Valid assessment of this unit requires:
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups. Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
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For consistency of assessment |
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
Range Statement
RANGE STATEMENT |
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The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in italics in the Performance Criteria is explained here. |
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Clients may include |
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Specification of client needs may require |
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Explanations may be made through |
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Organisational policies and guidelines may include |
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Rights and responsibilities may include |
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Communication techniques may include |
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Legislation , policy and procedures may include |
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Explanation may include |
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Unit Sector(s)
Not applicable.
Competency field
Competency field |
Working in Government |