Elements and Performance Criteria

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:
internal or external clients
clients with routine or special requests
regular and new clients
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities
people who may be unwell, drug affected or emotionally distressed
Specification of client needs may require:
detailed product knowledge for recommending customised solutions
not only application of organisation procedures, but also broader issues such as ethics, industry practice and relevant government policies and regulations
client relationships that will typically involve interacting with clients a number of times over an extended period
an ongoing and deep engagement with the client and the discussion/negotiation of alternatives
Explanations of options for meeting needs may be made through:
face-to-face interactions
answering the telephone
interactions with team members
written communication
brochures, information sheets
Organisational policies and guidelines may include:
procedural manuals
product/service manuals, labels, instructions
staff appearance and presentation
quality systems, standards and guidelines
intranet - online organisational reference material
Rights and responsibilities may include:
legislative rights
informed consent
fulfilment of external obligations
those identified in the organisation's client service charter
Communication techniques may include:
using active listening
using open and/or closed questions
speaking clearly and concisely
varying language and tone of voice to suit the audience and purpose
giving clients full attention
maintaining eye-contact when culturally appropriate (for face-to-face interactions)
using non-verbal communication (for face-to-face interactions) such as:
body language
personal presentation.
using clear, legible writing
handling sensitive and confidential issues
Legislation, policy and procedures may include:
State/Territory and Commonwealth legislation and regulations such as:
public sector management acts
financial management acts
privacy legislation
equal employment opportunity, anti-discrimination and harassment legislation
occupational health and safety legislation
consumer legislation
environment legislation
Commissioner's instructions
risk management guidelines
ethics and accountability standards
public sector standards
fraud control standards
government security standards
organisational policy, procedures and protocols
Explanation of options for resolutionmay include:
effective listening
questioning
constructive feedback
issues identification
exploring options
identifying areas of agreement
recording agreements
non-verbal as well as verbal communication
culturally appropriate strategies, language and non-verbal cues

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:
PSPETHC301B Uphold the values and principles of public service
PSPBORD305A Calculate taxes, fees and charges
PSPGOV301B Work effectively in the organisation
PSPGOV302B Contribute to workgroup activities
PSPGOV303B Build and maintain internal networks
PSPGOV308B Work effectively with diversity
PSPGOV312A Use workplace communication strategies
PSPGOV314A Contribute to conflict management
PSPIM301A Process claims
PSPLEGN301B Comply with legislation in the public sector
PSPOHS301A Contribute to workplace safety
PSPPROC302A Undertake basic procurement
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 Employability Skills as they relate to this unit
assessment of client needs in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation and organisational policy, procedures and protocols relating to client service
case studies and workplace scenarios to capture the range of client services 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 addressing client needs, including coping with difficulties, irregularities and breakdowns in routine
assessment of client needs 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.
Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.
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
demonstration
observation
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