Unit of competency details

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.

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.

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

Required Skills 

• interpersonal skills
• locating information
• reading selectively and summarising information

Required Knowledge 

• major regulatory functions of organisation
• organisation and structure
• organisation services, facilities and activities
• organisation's anti-discrimination procedures
• organisation's policies and procedures relevant to client service and information provision

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

It is essential for this unit that competence be demonstrated in:

• locating, interpreting and providing relevant information to requests
• seeking assistance when necessary
• completing appropriate workplace records
• working in accordance with organisation's policies and procedures

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.

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.

Communication with clients  may include:

• spoken
• face-to-face
• telephone
• written
• electronic
• forms
• letters
• non verbal
• gestures
• body language
• displays of information
• photographs
• interpreters

Clients  may include:

• colleagues
• community
• contractors
• personnel from other organisations

Other organisations  may include:

• government departments
• community services
• community groups
• public safety organisations
• non government organisations

Effective (spoken) communication  may include:

• clear
• sequenced explanations
• instructions
• paraphrasing
• negotiating meaning
• checking back on details
• summarising
• using another language

Appropriate response  may include:

• written response involving reading
• selecting and extracting relevant information
• spoken response involving questioning appropriate personnel and relaying information to the client

Completion of necessary documentation  may include:

• independent or assisted form filling
• recording events in the sequence they happened

Organisation's policy and procedures  may include:

• as documented in procedures manual
• standardised operations
• conveyed through spoken language

Procedures for dealing with difficult clients  may include:

• seeking assistance
• referring to other personnel

Opportunities for feedback  may include:

• client satisfaction forms
• telephone survey
• follow up contact
• suggestion box
• verbal