Assessment Requirements for PUACOM002 Provide services to clients

Release: 1

Assessment Requirements for PUACOM002 Provide services to clients

Modification History

Release 1. This is the first release of this unit of competency in the PUA Public Safety Training Package.

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria on at least one occasion and includes
analysing and evaluating information completing records determining and implementing response to client needs following organisational policies and procedures including Work, Health and Safety (WHS)/Occupational Health and Safety (OHS) requirements identifying client needs and expectations locating information locating, interpreting and providing information for client requests managing client expectations when providing services to clients reading selectively and summarising information seeking assistance using interpersonal skills working with organisational client information collection techniques and methods

Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria and includes knowledge of
appropriate responses to suit situations including dealing with difficult clients communication methods and techniques opportunities for feedback organisational documentation, policies and procedures including Work, Health and Safety (WHS)/Occupational Health and Safety (OHS) requirements, client service, information provision, anti-discrimination procedures and privacy principles organisational structure, services, facilities and activities types of clients and their needs

Assessment Conditions

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate. Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in industry approved simulated workplace operational situations that reflect workplace conditions. Resources for assessment must include access to a range of relevant exercises, case studies and/or simulations relevant and appropriate materials, equipment, tools and personal protective clothing and equipment currently used in industry applicable documentation including organisational procedures, industry standards, regulations, equipment specifications, codes of practice and operation manuals.

Links

PUA Training Package Companion Volume Implementation Guide is found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=3eca5672-6d5a-410b-8942-810d0ba05bbf