Modification History
PUAPOLGD012A Release 2: Layout adjusted. No changes to content.
PUAPOLGD012A Release 1: Primary release.
Unit Descriptor
This unit covers the competency required to identify customer needs and to provide customer support.
Application of the Unit
This unit applies to persons who need to identify customer needs to enable them to provide customer support. This unit supports the principle of applying ethical standards within the workplace.
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 customer/s needs |
1.1 Consultation and negotiation is conducted with customers to identify needs 1.2 Information on customers is used to identify required services 1.3 Specific needs of customers are identified as appropriate |
2. Apply ethical standards |
2.1 All persons are treated fairly and equitably in compliance with jurisdictional laws and duty of care responsibilities 2.2 Organisational code of conduct/codes of ethics requirements are complied with at all times |
3. Respond to customer enquiries/needs |
3.1 Customer enquiries/needs are responded to promptly and professionally 3.2 Appropriate response is determined and carried out in accordance with organisational policies and procedures |
4. Provide information to customers |
4.1 Relevant information, materials and advice are provided to community organisations/groups/individuals as required 4.2 Freedom of information/privacy legislation and organisational information security guidelines are complied with 4.3 Customers are kept informed of operational status/issues of concern/interest, where appropriate, in accordance with organisational information security guidelines 4.4 Feedback from customers is actively sought to determine whether needs are adequately addressed |
5. Provide customers with service and support |
5.1 Services appropriate to the customer's needs are delivered in accordance with organisational policies and procedures 5.2 Where appropriate customers are informed of the existence and role of relevant support services and organisations 5.3 Relevant special support services available through other organisations are arranged, where required |
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
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Assessment must confirm the ability to:
Consistency in performance Competency should be demonstrated over time and from a range of actual/simulated workplace activities. |
Context of and specific resources for assessment |
Context of assessment Competency should be assessed over time in a range of actual or simulated workplace environments. Specific resources for assessment There are no specific resource requirements for this unit. |
Method of assessment |
In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision and/or mentoring, which is typically recorded in a competency workbook. Assessment is completed using appropriately qualified assessors who select the most appropriate method of assessment. Assessment may occur in an operational environment or in an industry-approved simulated work environment. Forms of assessment that are typically used include:
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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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Customers may be internal or external, national or international and may include: |
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Customer needs may include: |
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Duty of care may include: |
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Feedback from customers can be: |
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Special support services may include: |
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Unit Sector(s)
Not applicable.