Modification History
The release details of this endorsed unit of competency set are in the table below. The latest information is at the top.
Release |
Comments |
3 |
Updated and equivalent. No changes to competency outcome. Reduction of repetition. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to coordinate client service activities. The unit focuses on the application of service standards to maintain and improve the level of service activities provided to clients. Coordinators may have staff (paid or volunteer) involved in delivering customer service and are responsible for the quality of their work.
Application of the Unit
This unit applies to personnel working in a range of roles in community recreation, fitness, outdoor recreation and sport. It applies to individuals working in customer-service roles in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings with a range of client groups.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Confirm client service standards. |
1.1. Access and interpret clien t service according to organisational policies and procedures . 1.2. Apply client service standards to the provision of client service activities within the organisation. 1.3. Contribute to the development, refinement and improvement of service policies, standards and processes. 1.4. Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities. |
2. Implement and evaluate client service systems. |
2.1. Monitor implementation of client service systems by staff members. 2.2. Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices. 2.3. Evaluate client service activities to meet organisational quality standards. 2.4. Take corrective action where necessary as part of continuous improvement strategy. 2.5. Organise training where necessary for staff members identified through training needs analysis. 2.6. Maintain records of training undertaken and achieved service levels. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
|
Overview of assessment |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
|
Context of and specific resources for assessment |
Assessment must ensure coordination of multiple client service activities to demonstrate competency and consistency of performance. Assessment must also ensure access to:
|
Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
|
Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
|
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
|
Client may include: |
|
Organisational policies and procedures may include: |
|
Client service activities may include: |
|
Client feedback may include: |
|
Unit Sector(s)
Cross-Sector.
Competency Field
Client and Customer Service.