Unit of competency Outline

Date retreived
23/07/2026 11:30 AM AWST

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Develop client services

Develop client services

Unit of competency
National Code
PSPGEN091
State Code
ODX29
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080313 - Public And Health Care Administration
Original Release Date
08/07/2022
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to develop client services. This unit applies to those working in generalist and specialist roles within the public sector. Those undertaking this unit work independently, performing complex tasks in a range of familiar and unfamiliar contexts.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Analyse client needs.
  • 1.1. Gather information on client group from a range of sources.
  • 1.2. Use information on client group to target service provision for clients.
  • 1.3. Identify clients and their specific needs to enable service to be provided and expanded in response to changing needs.
  • 1.4. Seek and consider client feedback to respond to changing needs.
2. Review client service.
  • 2.1. Record, maintain, share and use client information to inform future client dealings and service developments.
  • 2.2. Use client feedback on service delivery to refine service.
  • 2.3. Deliver client service in a manner that upholds and enhances the reputation of the organisation.
  • 2.4.Identify and address individual client differences.
  • 2.5. Identify and refer significant problems in addressing client needs.
3. Promote client services.
  • 3.1. Promote benefits and costs of services to existing and potential clients.
  • 3.2. Promote a range of service options for clients.
  • 3.3. Assist clients, using a range of communication techniques, to identify their needs and select best available service.
  • 3.4. Negotiate and use conflict resolution techniques to resolve difficult situations or refer.
4. Develop and enhance client service.
  • 4.1. Recommend improvements to client service within policy and budgetary frameworks and procedures.
  • 4.2. Recommend strategies for meeting changing client needs.
  • 4.3. Use information on service to match client needs with service delivery.
  • 4.4. Modify specified aspects of the service or service delivery to meet changing client and service requirements.
  • 4.5. Adapt client service within procedural and legislative requirements to maintain high standards of delivery.
No information
No information
Replaces
State Code National Code Title Type
AWV58 PSPGEN044 Develop client services Unit of competency
State Code National Code Title Type
BHO8 PSP50122 Diploma of Government Qualification
BHO7 PSP50522 Diploma of Trade Measurement Qualification