Unit of competency Outline

Date retreived
22/07/2026 7:12 AM AWST

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Deliver and develop client services

Deliver and develop client services

Unit of competency
National Code
CHCCS412D
State Code
D2336
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
11/09/2009
Field of Education
080501 - Sales
Original Release Date
11/09/2009
Nominal Hours
20
Description
DescriptorThis unit describes the knowledge and skills required to meet the specific needs of a broad range of existing and new clients within a defined framework
Notes
Elements and Performance Criteria
1. Target client services
  • 1.1 In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment
  • 1.2 Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services
  • 1.3 Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans
  • 1.4 Identify and select appropriate client service to meet client needs within the scope of area of responsibility
  • 1.5 Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction
  • 1.6 Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented
  • 1.7 Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required
2. Deliver client service
  • 2.1 Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities
  • 2.2 Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work
  • 2.3 Base client service delivery on accurate and up to date information about client, service options and the service being delivered
  • 2.4 Complete and maintain all appropriate documentation related to client service delivery according to organisation standards
  • 2.5 Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate
3. Develop and promote client services
  • 3.1 Promote the service delivery of the organisation wherever opportunities arise
  • 3.2 Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood
  • 3.3 Develop, document and promote a range of service options for clients to facilitate informed client access to services
  • 3.4 Assist clients to identify their needs and rights and select the best available service
No information
No information
Replaces
State Code National Code Title Type
S3057 CHCCS2C Deliver and develop client services Unit of competency
Replaced By
State Code National Code Title Type
WC848 CHCCS412E Deliver and develop client services Unit of competency
State Code National Code Title Type
D297 CHC42008 Certificate IV in Employment Services Qualification