Modification History
PUACOM002B Release 2: Layout adjusted. Application added.
PUACOM002B Release 1: Primary release.
Unit Descriptor
This unit covers the competency to interact with internal and external clients.
Application of the Unit
This unit applies to all workers who have a requirement to communicate with clients as part of their public safety role. This may include both those workers who have a specific client contact role, as well as operational workers who come in to contact with members of the public as part of their duties.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
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 Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Identify client needs and expectations |
1.1 Current and potential clients are identified. 1.2 Needs and expectations are discussed and clarified with clients. |
2. Determine and implement response to client needs |
2.1 Appropriate decision making processes are established with client and relevant stakeholders. 2.2 Options are identified. 2.3 Decision making criteria are identified taking account of client needs and organisational context. 2.4 Decision making criteria are applied to options in order to identify range of relevant outcomes. 2.5 Appropriate response are selected and implemented. 2.6 Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures. |
3. Manage client expectations |
3.1 Range of possible organisational responses are communicated to the client in a timely manner. 3.2 Client is informed of options for further action. 3.3 Courtesy, consideration and sensitivity are exercised at all times with the client. 3.4 All necessary documentation is obtained, completed and processed according to organisation's policy and procedures. 3.5 Organisation's policy and procedures relating to confidentiality are implemented. 3.6 Assistance is sought to manage clients' expectations when necessary. 3.7 Clients are referred to other personnel where necessary to ensure their needs are managed efficiently. |
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
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
It is essential for this unit that competence be demonstrated in:
Consistency in performance Evidence should be gathered over a period of time in a range of actual or simulated workplace environments. |
Context of and specific resources for assessment |
Context of assessment A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment. Specific resources for assessment No special requirements. |
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 in the Performance Criteria is detailed below. |
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Communication with clients may include: |
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Clients may include: |
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Other organisations may include: |
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Effective (spoken) communication may include: |
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Appropriate response may include: |
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Completion of necessary documentation may include: |
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Organisation's policy and procedures may include: |
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Procedures for dealing with difficult clients may include: |
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Opportunities for feedback may include: |
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Unit Sector(s)
Not applicable.