Elements and Performance Criteria

Client services are:
Specific to the organisation

Clients can include:
Self referral or referred
Individual members of the public
Other organisations, community groups and individuals
Other work areas of the organisation
Senior management

Critical aspects of evidence:
Establishing and maintaining a network of clients
Incorporating the requirements of specific groups in all client service work
Meeting quality service standards

Essential knowledge:
Design and development of client services
Legislative and statutory frameworks influencing provision of client services
Current development in effective client service delivery
Marketing and promotion techniques
Evaluation and review
Strategic planning and organisational development

Essential skills:
Oral communication skills required to develop rapport with client. Oral communication skills may include listening, asking questions, providing encouragement. Language used may be English, sign language or community language depending on client group
Literacy competency required to fulfil the procedures of the organisation/service. Language used may be English or community language depending on service/organisation

Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment

Consistency in performance:
Assessment may include observations, questioning or evidence gathered from the workplace eg. portfolios, completed records of client needs etc.
Assessment may take place on one occasion but should include assessment of all aspects of delivery of a quality client service and with a range of new or existing clients

Context of assessment:
This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions