Application
The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package. This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible. | |
Prerequisites
Prerequisite Unit/s | Nil |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Identify client needs and expectations | 1.1 Current and potential clients are identified 1.2 Needs and expectations are discussed and clarified with clients |
2. Determine and implement response to client needs | 2.1 Appropriate decision making processes are established with client and relevant stakeholders 2.2 Options are identified 2.3 Decision making criteria are identified taking account of client needs and organisational context 2.4 Decision making criteria are applied to options in order to identify range of relevant outcomes 2.5 Appropriate response are selected and implemented 2.6 Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures |
3. Manage client expectations | 3.1 Range of possible organisational responses are communicated to the client in a timely manner 3.2 Client is informed of options for further action 3.3 Courtesy, consideration and sensitivity are exercised at all times with the client 3.4 All necessary documentation is obtained, completed and processed according to organisation's policy and procedures 3.5 Organisation's policy and procedures relating to confidentiality are implemented 3.6 Assistance is sought to manage clients' expectations when necessary 3.7 Clients are referred to other personnel where necessary to ensure their needs are managed efficiently |
Required Skills
This describes the essential skills and knowledge and their level, required for this unit. |
Required Skills |
interpersonal skills locating information reading selectively and summarising information |
Required Knowledge |
major regulatory functions of organisation organisation and structure organisation services, facilities and activities organisation's anti-discrimination procedures organisation's policies and procedures relevant to client service and information provision |
Evidence Required
Critical aspects for assessment and evidence required to demonstrate competency in this unit | It is essential for this unit that competence be demonstrated in: locating, interpreting and providing relevant information to requests seeking assistance when necessary completing appropriate workplace records working in accordance with organisation's policies and procedures Consistency in performance Evidence should be gathered over a period of time in a range of actual or simulated workplace environments |
Context of and specific resources for assessment | Context of assessment A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment Specific resources for assessment No special requirements |
Guidance information for assessment | Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package. |
Range Statement
The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. | |
Communication with clients may include | spoken face-to-face telephone written electronic forms letters non verbal gestures body language displays of information photographs interpreters |
Clients may include | colleagues community contractors personnel from other organisations |
Other organisations may include | government departments community services community groups public safety organisations non government organisations |
Effective (spoken) communication may include | clear sequenced explanations instructions paraphrasing negotiating meaning checking back on details summarising using another language |
Appropriate response may include | written response involving reading selecting and extracting relevant information spoken response involving questioning appropriate personnel and relaying information to the client |
Completion of necessary documentation may include | independent or assisted form filling recording events in the sequence they happened |
Organisation's policy and procedures may include | as documented in procedures manual standardised operations conveyed through spoken language |
Procedures for dealing with difficult clients may include | seeking assistance referring to other personnel |
Opportunities for feedback may include | client satisfaction forms telephone survey follow up contact suggestion box verbal |
Sectors
Not applicable.
Employability Skills
This unit contains employability skills. |
Licensing Information
Not applicable.