Unit of competency Outline

Date retreived
22/07/2026 8:29 PM AWST

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Coordinate provision of quality security services to clients

Coordinate provision of quality security services to clients

Unit of competency
National Code
CPPSEC3105
State Code
OAP68
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/01/2019
View on TGA
State Implementation and Classification
Approved Date
20/05/2020
Field of Education
099905 - Security Services
Original Release Date
20/05/2020
Nominal Hours
4
Description
This unit specifies the skills and knowledge required to coordinate provision of quality security services to a range of clients.It includes:clarifying work instructions, procedures and policies to deliver quality client services that satisfy specific client needs and preferencesusing interpersonal techniques and negotiation to offer service options that meet client requirementsmonitoring services and implementing contingency measures to maintain client satisfaction and negotiate resolution of conflict or client complaintsusing interview and survey techniques to gather feedback on client service satisfaction and identifying and implementing service improvements.It applies to people working independently or under limited supervision as members of a security team.This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.
Notes
Elements and Performance Criteria
1. Identify client needs and service preferences.
  • 1.1 Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients.
  • 1.2 Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations.
  • 1.3 Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option.
  • 1.4 Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons.
2. Deliver quality client service.
  • 2.1 Review and follow work instructions to provide client services.
  • 2.2 Identify client’s special requirements and adjust service to meet their needs.
  • 2.3 Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction.
  • 2.4 Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances.
  • 2.5 Use negotiation to resolve conflict and client complaints, and report issues to relevant persons.
3. Review and improve client service.
  • 3.1 Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques.
  • 3.2 Analyse client feedback in consultation with relevant persons and identify improvements to future service provision.
  • 3.3 Record and implement agreed improvements to client service procedures.
  • 3.4 Securely maintain client records according to legislative and workplace requirements.
No information
No information
Replaces
State Code National Code Title Type
D1407 CPPSEC3006A Coordinate a quality security service to clients Unit of competency