Unit of competency Outline

Date retreived
21/07/2026 11:40 PM AWST

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Address client needs

Address client needs

Unit of competency
National Code
PSPGEN016
State Code
AWV85
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
30
Description
This unit describes the skills required to address client needs. It includes assisting clients to articulate their needs, and exercising judgement to resolve client service issues.This unit applies to those working in customer service roles within the public service dealing with external clients addressing their needs and resolving issues.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 work independently, 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. Assist clients to articulate needs
  • 1.1 Explore, specify and agree on client needs.
  • 1.2 Match available services and/or products to client needs.
  • 1.3 Advise clients of options and explain in a manner suited to client requirements.
  • 1.4 Assist clients to evaluate options to satisfy their needs.
  • 1.5 Communicate to clients their rights and responsibilities in relation to the service and/or product.
2. Satisfy client needs
  • 2.1 Determine preferred product and/or service and prioritise for action.
  • 2.2 Develop and deliver customised solutions within limits of own authority.
  • 2.3 Explain reasons why if the required service cannot be provided.
  • 2.4 Recommend an acceptable alternative to clients and if none is available, explain further actions that can be taken.
3. Exercise judgment to resolve client service issues
  • 3.1 Identify potential difficulties in client service delivery and its impact for clients and the organisation.
  • 3.2 Explain options for resolution, within limits of own authority.
  • 3.3 Propose viable options and address issues.
  • 3.4 Refer matters where a solution cannot be found.
No information
No information
Replaces
State Code National Code Title Type
C8005 PSPGOV309A Address client needs Unit of competency
Replaced By
State Code National Code Title Type
ODW45 PSPGEN089 Address client needs Unit of competency