Public Sector - Draft 2

PSPGEN044 Develop client services_validation

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Unit application and prerequisites

UNIT CODE

PSPGEN044

UNIT TITLE

Develop client services

APPLICATION

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 would 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/Territory legislation, Australian standards and industry codes of practice.

 

No occupational licensing, certification or specific legislative or certificate requirements apply to this unit at the time of publication.

PREREQUISITE UNIT

Nil

COMPETENCY FIELD

General

UNIT SECTOR

 

1 Comments

General feedback

"Some of the changes are out of scope of the Inspector role and outside their influence of changing client service delivery which is more aligned to agency policy positions. Inspectors have more influence at the frontline engaging with customers directly and enhancing service delivery by selecting and adapting services to best meet client needs and referring or recommending changes to agency policies on occasion if warranted."

Noeleen Musson 08.09.2021 04.12PM

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Elements and performance criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

  1. Analyse client needs
    1. Gather information on the client group from a range of sources.
    2. Use information on the client group to target service provision for clients.
    3. Identify clients and their specific needs to enable the service to be provided and expanded in response to changing needs.
    4. Seek and consider client feedback to respond to changing needs.
  1. Review client service
    1. Record, maintain, share and use client information to inform future client dealings and service developments.
    2. Use client feedback on service delivery to refine service.
    3. Provide client service delivery in a manner that upholds and enhances the reputation of the organisation.
    4. Identify and address individual client differences.
    5. Identify and refer significant problems in addressing client needs.
  1. Promote client services
    1. Promote the benefits and costs of services to existing and potential clients.
    2. Promote a range of service options for clients.
    3. Assist clients to identify their needs and select the best available service.
    4. Negotiate and use conflict resolution techniques to resolve difficult situations.
  1. Develop and enhance client service
    1. Recommend improvements to client service within policy and budgetary frameworks and procedures.
    2. Recommend strategies for meeting changing client needs.
    3. Implement evaluation methods to ensure approved changes and strategies in the specified aspects of the service or service delivery meet changing client and service requirements.
    4. Adapt client service within procedural and legislative requirements to maintain high standards of delivery.

1 Comments

Elements & PC

"2.1 – words repositioned, now provides better clarity “2.3 Provide client service delivery in a manner that upholds and enhances the reputation of the organisation.” Original Uoc “2.3 Undertake client service delivery in a manner that upholds and enhances the reputation of the organisation.” How about we simply have, “Deliver client service in a manner that upholds and enhances the reputation of the organisation.” 2.4 last 2 words swapped, now provides better clarity 2.5, words repositioned, provides better clarity 3.1 agree with new PC 3.3 has been oversimplified and has lost the intent of this PC “Assist clients to identify their needs and select the best available service.” Compared to original “Assist clients, using a range of communication techniques, to identify their needs and select the best available service.”. It is about the Inspector communicating with the client and figuring out what their needs are and then selecting the best available/most appropriate service to meet those needs. The revision implies the Inspector would support the client who would work out what their (the client) needs are and navigate services by themselves. 3.4 reinstate the word “or ref” at the end of the PC. 4.1 Support word replacement ie, “Recommend” replaces “Ensure” 4.2 Support word replacement ie, “Recommend” replaces “Establish” 4.3 “Implement evaluation methods to ensure approved changes and strategies in the specified aspects of the service or service delivery meet changing client and service requirements.” Too confusing - what does this even mean? This is a mash-up of the original 4.3 & 4.4. This is beyond the influence of the role of an inspector in their day to day work. Recommend restoring original 4.3 & 4.4 or replace with “Implement improvements to enhance customer service delivery” 4.4 Adapt client service within procedural and legislative requirements to maintain high standards of delivery. "

Noeleen Musson 08.09.2021 04.14PM

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Foundation skills

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

Oral communication skills to:

  • communicate with a diverse range of clients in service delivery contexts
  • use a variety of words and language structures to explain sometimes complex ideas to different audiences
  • convey changes in policies and procedures that impact upon client relations.

Problem solving skills to:

  • analyse information and apply to meeting client service requirements within organisation parameters
  • address the requirements of a diverse range of clients with specific requirements
  • negotiate outcomes to resolve difficult situations.

Writing skills to:

  • maintain records of proposed and actual changes in client services
  • refer identified difficulties and recommend action in writing.

UNIT MAPPING INFORMATION

Release 1: This unit supersedes and is not equivalent to PSPGEN044 Develop client services.

LINKS

Companion Volume Implementation Guide

2 Comments

Foundation skills

"Oral & Problem solving skills; these are well articulated"

Noeleen Musson 08.09.2021 04.06PM

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Foundation skills – writing skills

"Recommend removing statement “maintain records of proposed and actual changes in client services” – this is beyond the scope of the role of an Inspector. The Inspector is on the frontline delivering client service and would refer or make recommendations to the agency’s client service delivery – they wouldn’t be responsible for singularly maintaining records about changes in client services – this would happen at a corporate level. Include something like “Prepare written communication that meet the needs of clients” Ie, this scope could incorporate emails, reports, advice, interpretation/application of legislation, notices, "

Noeleen Musson 08.09.2021 04.05PM

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Performance evidence

TITLE

Assessment Requirements for PSPGEN044 Develop client services

PERFORMANCE EVIDENCE

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

  • recommend changes to at least 3 different client services including:
    • the legislation, regulations and policies which apply to the service
    • feedback and information used to inform recommendations
    • issues resolved in developing the recommendations
    • resulting improvements in the service and how these are evaluated according to organisation standards.

 

2 Comments

Performance evidence – assessment requirements

"Totally disagree. The UoC is “Deliver client services”, this is beyond the scope of the inspector role. The focus should be on the practical application and delivery of client services. Remove this whole section. Recommend replacing with something like; Deliver client services on at least 3 different occasions, which may include; • Applying jurisdictional and organisational policies when delivering client services and/or making recommendations or referrals to enhance client services • Interpreting, adapting and communicating legislation, regulations and guidance materials that suit the needs of clients and/or diverse audiences • Using a range of communication techniques to identify client needs, promote client services and use negotiation and conflict resolution skills • Implementing improvements to enhance customer service delivery "

Noeleen Musson 08.09.2021 04.09PM

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Noeleen Musson 08.09.2021 04.01PM

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Knowledge evidence

KNOWLEDGE EVIDENCE

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • public sector legislation including WHS and environment, policies, procedures, standards and guidelines relating to client service
  • principles of client service delivery in the public sector
  • organisation specific client services available
  • organisation client service standards
  • client services provided by the organisation
  • organisational goals and processes
  • monitoring and evaluation techniques for client service delivery
  • government processes
  • limitations of resources for service delivery.

1 Comments

Knowledge evidence

"This covers the role well. Good examples."

Noeleen Musson 08.09.2021 03.48PM

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Assessment conditions

ASSESSMENT CONDITIONS

Skills must be demonstrated in the workplace or in a simulated environment that reflects workplace conditions

 

Simulated assessment environments must simulate the real-life working environment where the skills and knowledge within this unit would be utilised, with all the relevant equipment and resources of that working environment.

 

Assessment must ensure access to:

  • legislation, policy, procedures and protocols relating to client services.

 

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

LINKS

Companion Volume Implementation Guide

1 Comments

Assessment conditions

"Good, easy to follow. Reasonable & clear instructions."

Noeleen Musson 08.09.2021 04.10PM

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