Unit of competency Outline

Date retreived
22/07/2026 11:05 PM AWST

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Deliver and monitor service to clients

Deliver and monitor service to clients

Unit of competency
National Code
PSPGEN023
State Code
AWV79
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
080313 - Public And Health Care Administration
Original Release Date
21/07/2016
Nominal Hours
40
Description
This unit describes the skills required to identify client needs, deliver a service, monitor through feedback and then review the service.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would be working under supervision, performing routine tasks in a range of familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify and define client needs
  • 1.1 Identify services required by client, ensuring needs of clients are recognised and addressed.
  • 1.2 Identify potential difficulties and address or refer for recommended action.
2. Deliver client service
  • 2.1 Respond to client enquiries.
  • 2.2 Tailor communication to the situation and the client's specific needs.
  • 2.3 Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
  • 2.4 Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
  • 2.5 Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
3. Monitor and improve client service delivery
  • 3.1 Monitor service delivery and use feedback to and from colleagues to improve personal service.
  • 3.2 Convey changes in policies and procedures that impact upon client relations.
  • 3.3 Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
4. Review client service
  • 4.1 Monitor procedural aspects of service delivery and maintain records.
  • 4.2 Seek client feedback and propose changes in response to feedback on service development and delivery.
  • 4.3 Carry out modifications to client service within limits and area of responsibility.
No information
No information
Replaces
State Code National Code Title Type
C8012 PSPGOV402B Deliver and monitor service to clients Unit of competency
Replaced By
State Code National Code Title Type
ODX31 PSPGEN090 Engage with stakeholders Unit of competency