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 |
No changes to competency outcome. Reduction of repetition. Editorial update to Guidance information for assessment. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to manage ongoing and sometimes complex relationships with clients. The unit focuses on exploring with the client which possible outcomes best promote client satisfaction. The unit requires the learner to be familiar with service-provision options that can be negotiated with the client and customised to meet the client’s needs.
Application of the Unit
This unit applies to those working in a client service-delivery role in sport, recreation or fitness sectors, such as community recreation, outdoor recreation and sport. It applies to those working in roles such as program developers and coordinators, competition organisers, trip leaders, after-school or holiday-care coordinators, logistics coordinators and sports trainers in work environments such as community recreation centres, fitness venues, aquatics centres and camps. The unit requires the learner to be familiar with service-provision options that can be negotiated with the client and customised to meet the client’s needs.
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. Develop knowledge of client services. |
1.1. Develop and maintain knowledge of client services according to organisational policies and procedures . 1.2. Undertake research to compare available services. 1.3. Investigate services of other providers. |
2. Identify client needs. |
2.1. Establish rapport with clients . 2.2. Identify and confirm client needs and priorities. 2.3. Explain available services to client using appropriate communication strategies. |
3. Recommend services. |
3.1. Evaluate services according to client needs and respond to client queries and requests 3.2. Identify gaps in service provision in relation to client needs. 3.3. Recommend services to match client needs, including alternative services when clients’ needs cannot be met. |
4. Customise services to satisfy client needs. |
4.1. Assist client to evaluate service options according to their needs. 4.2. Determine and prioritise preferred action. 4.3. Identify potential areas of difficulty in client service delivery and take action to meet needs according to relevant legislation . 4.4. Develop customised solutions specific to customer requirements. 4.5. Negotiate and confirm solutions with the client. |
5. Confirm services. |
5.1. Complete documentation as required. 5.2. Refer client to appropriate personnel and follow up. |
Required Skills and Knowledge
This section describes the skills and knowledge 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, range statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure the identification of client needs relevant to the candidate’s current or intended work environment and the development of customised solutions to demonstrate consistency of performance. Assessment must also ensure access to:
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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:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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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, 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. |
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Client services may include: |
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Organisational policies and procedures may include: |
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Clients may include: |
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Client needs may include: |
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Areas of difficulty may include: |
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Relevant legislation may include: |
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Solutions may include: |
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Documentation may include: |
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Appropriate personnel may include: |
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Unit Sector(s)
Cross-Sector.
Competency Field
Client and Customer Service