Elements and Performance Criteria

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 populations may include:
internal or external
Board members
purchasers or users of services
government bodies
other organisations
those with routine or specific requests
members of the general public who make contact with the organisation, such as prospective users of services
volunteers
people from a range of social and cultural backgrounds.
Information may include:
market segments
client attributes or characteristics
client needs and expectations
client satisfaction levels
trends for client population.
Channels may include:
Formal:
customer satisfaction surveys
information from the Australian Bureau of Statistics
industry research
peak bodies
Informal:
raw data collected at operational or tactical levels from colleagues
word of mouth
social media
informal interviews.
Relevant legislation may include:
equal employment opportunity
anti-discrimination
privacy
consumer law
Trade practices Act
child protection
industrial relations
environmental law
Work Health and Safety.
Organisational policies and procedures may include:
budget provisions
access to and collection of market information
codes of conduct
promotion of services
reporting requirements
feedback mechanisms
information protocols
security and confidentiality requirements
management and accountability channels.
Immediate environment may include:
business
training
competition
indoor and outdoor
regulatory.
Plan may include:
objectives
timeframes
resources
roles and responsibilities.
Strategies may include:
promotional activities
educational activities.

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 ability to:
work within organisation systems to build knowledge of client population profiles and needs by using a range of sources to research and analyse client market segments and competitors
identify issues of potential significance that may impact on the organisation’s capacity to plan and deliver appropriate services
use research knowledge to assess, plan and develop systems to deliver professional and quality service to client populations in an appropriate timeframe
modify existing service-delivery systems in response to changes in client populations and client feedback within organisational quality improvement systems.
Context of and specific resources for assessment
Assessment must ensure:
development of rapport with client populations
participation in research activities
planning and evaluation of client service provision
delivery of client services over a sufficient period of time to demonstrate to demonstrate competency and consistency of performance.

Assessment must also ensure access to:
a range of client populations
sources of information on client population profiles in the sport, fitness and recreation industry
an environment or facility with a range of service provision
relevant legislation and organisational policies and procedures regarding the planning and improvement of service provision to client populations
organisational marketing plans and objectives.
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:
observation of facilitating client service-provision review and following up review outcomes
oral and or written questioning to assess knowledge of relevant legislation which impacts on the planning and delivery of services for client populations
portfolio showing evidence of analysis of client population market segments and new or modified plan for service delivery.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SISXIND403A Analyse participation patterns.