Unit of competency Outline

Date retreived
24/07/2026 7:37 AM AWST

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Provide service to local government customers

Provide service to local government customers

Unit of competency
National Code
LGACORE103B
State Code
C0970
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
2.00
Current Release Date
11/09/2012
View on TGA
State Implementation and Classification
Approved Date
14/08/2014
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
14/08/2014
Nominal Hours
30
Description
This unit outlines the competencies required when providing customer service in a local government environment, including identification of customer needs and the use of effective communication skills. It requires an ability to understand and work with a diverse range of customer groups and is appropriate for all areas of council.
Notes
Elements and Performance Criteria
1. Identify customer needs and expectations
  • 1.1 Customer needs and expectations are clarified and agreed upon with customers.
  • 1.2 Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction.
  • 1.3 Bilingual or other assistance is accessed as required.
  • 1.4 Opportunities to enhance quality of service are identified and appropriate action is taken.
2. Respond to customer needs and expectations
  • 2.1 Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer.
  • 2.2 Requests for information are actioned or the customer is referred to appropriate information source for further assistance.
  • 2.3 Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer.
  • 2.4 Any necessary documentation is obtained, completed and processed according to council procedures.
  • 2.5 Council's policies and procedures relating to privacy and confidentiality are adhered to.
3. Communicate effectively with the public
  • 3.1 Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy.
  • 3.2 Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner.
  • 3.3 Information provided to the public is accurate and timely.
  • 3.4 A positive image of council is presented and maintained in all dealings with the public.
  • 3.5 Opportunities for customer feedback are provided.
4. Manage difficult customer situations
  • 4.1 Council procedures are followed when dealing with difficult customer situations.
  • 4.2 In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon.
  • 4.3 Customer feedback is reviewed in consultation with work group and changes or improvements are considered.
  • 4.4 A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving.
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.
Customers may include:
colleagues
council executives
elected members
community/citizens
residents and rate payers
contractors
other agencies and government departments
developers
Effective communication may include:
listening and understanding others
empathising
being assertive
behaving professionally
writing to suit audience needs
Requests for information may include:
written: involving reading, selecting and extracting relevant information
spoken: involving questioning appropriate personnel and relaying information to the customer
Completion of necessary documentation may include:
independent or assisted form filling
recording events in the sequence they happened
Communication with the public may include:
spoken: face to face and telephone
written: electronic, forms and letters
non-verbal: gestures and body language
displays of information: photographs
clear, sequenced explanations and instructions
paraphrasing and negotiating meaning
checking back on details and summarising
speaking clearly and directly
using another language where necessary or seeking the services of an interpreter
Opportunities for customer feedback may include:
customer satisfaction forms
suggestion box
customer surveys
complaints department
dispute-resolution processes
Council procedures may include:
as documented in procedures manuals
standardised operations
Procedures for dealing with difficult customers may include:
seeking assistance
referring to other personnel
Review of feedback includes:
review of complaint database
discussion in work group
Overview of assessment requirements
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.
Critical aspects of evidence to be considered
The demonstrated ability to:
locate, interpret and provide relevant information to customer requests
seek assistance when necessary in an effort to provide service to customers
complete appropriate workplace records when responding to customer requests
deal appropriately with difficult customer situations
communicate consistently and effectively with members of the public
work in accordance with council policies and procedures
Context of assessment
On the job or in a simulated workplace environment.
Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
written and/or oral questioning to assess knowledge and understanding
completion of workplace documentation
third-party reports from experienced practitioners
completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor
Evidence required for demonstration of consistent performance
Evidence will need to be gathered over time across a range of variables.
Resource implications
Access to a workplace or simulated role-play process involving a range of customer enquiries and complaints relating to council issues.
Replaces
State Code National Code Title Type
C3810 LGACORE103A Provide service to customers in a local government environment Unit of competency