Unit of competency Outline

Date retreived
22/07/2026 3:51 PM AWST

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Promote client compliance

Promote client compliance

Unit of competency
National Code
PSPREG402C
State Code
C8270
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
15/09/2014
Field of Education
080313 - Public And Health Care Administration
Original Release Date
15/09/2014
Nominal Hours
20
Description
This unit covers provision of information, encouragement and advice by personnel in regulatory/compliance/law enforcement roles in one-to-one and group situations to raise awareness, encourage understanding and improve compliance with legislative requirements and/or standards. It includes advising and assisting clients to comply with legislation or standards, and implementing communication strategies to improve compliance.In practice, promoting client compliance may overlap with other generalist or specialist public sector work activities, such as providing client service, acting ethically, exercising regulatory powers, assessing compliance, acting on non-compliance.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Advise and assist clients to comply with legislation or standards
  • 1.1 Client needs, expectations, attitudes, and current level of knowledge are confirmed.
  • 1.2 Risks related to possible confrontations are identified and managed in accordance with organisational risk management and procedures.
  • 1.3 Advice is provided to clients that is current, timely and meets the specific needs of clients in its range, depth and form of presentation.
  • 1.4 Feedback is obtained on clients' levels of understanding and additional information or explanation is used to clarify issues if required.
  • 1.5 Information is provided to promote the benefits of compliance and the consequences of non-compliance.
  • 1.6 Clients are advised of processes and timelines when interpretation/advice from others is needed for complex matters.
2. Implement communication strategies to improve compliance
  • 2.1 Communication strategies are tailored to the audience and the context.
  • 2.2 Presentation standards are applied in accordance with organisational guidelines and the needs of clients.
  • 2.3 Community rights and responsibilities and avenues for public redress under legislation/standards are highlighted when applicable.
  • 2.4 Conflict resolution techniques are used if necessary and safety of self and others is protected in accordance with legislation, policy and procedures.
  • 2.5 Content and presentation of communication strategies are adjusted in response to feedback gathered from a range of clients.
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Clients may include:
individuals
organisations
general public
key stakeholders from industry
industry groups
unions
students
community
specific interest groups
other government agencies
Attitude may include:
compliant/willing to comply
interested
helpful
negative
aggressive
violent
Information may include:
verbal advice or explanation
written materials
brochures
videos
electronic media: floppy disk, CD-ROM, email, Internet
Communication strategies may include:
one-to-one
informal discussion
telephone call
small group discussion/presentation
large group presentation
written paper-based or electronic presentation
teleconference
video-conference
Contexts may include:
telephone
face-to-face
public forums
in the workplace
in the field
front counter
call centres
video-conferencing
email
web site
Presentation standards may include:
dress
punctuality
preparedness
manner
handouts
overhead transparencies/slide shows
questioning techniques
customisation to meet the needs of a diverse workplace
Legislation and standards may include:
enabling and related legislation
public sector standards
organisational policy and procedures
equal employment opportunity and anti-discrimination law
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC401A Uphold and support the values and principles of public service
PSPGOV402B Deliver and monitor service to clients
PSPGOV408A Value diversity
PSPGOV422A Apply government processes
PSPLEGN401A Encourage compliance with legislation in the public sector
PSPPOL404A Support policy implementation
PSPREG401C Exercise regulatory powers
PSPREG403B Assess compliance
PSPREG405B Act on non-compliance
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)
promotion of client compliance in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, regulations, policy, guidelines and standards
public sector values and codes of conduct
presentation materials and communication techniques to suit diverse audiences
case studies and workplace scenarios to capture the range of compliance situations likely to be encountered
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when promoting client compliance, including coping with difficulties, irregularities and breakdowns in routine
promotion of client compliance in a range of (3 or more) contexts (or occasions, over time)
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
portfolios
projects
questioning
scenarios
simulation or role plays
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
Replaces
State Code National Code Title Type
C5781 PSPREG402B Promote client compliance with legislation Unit of competency
Replaced By
State Code National Code Title Type
AWT89 PSPREG004 Promote client compliance Unit of competency