Elements and Performance Criteria

Client service plan may include:
Case plan
Care plan
Service delivery plan

Clients may include:
Self referring or referred
Individual members of the public
Other organisations and community groups
Other work areas of the organisation
Individual members of the organisation
Senior management

Reports may be:
Notes
Records
Memos
Letters
Clients records
Verbal 'hand overs' at the end of a shift
Note: Not all organisations/services require the completion of written records.

Changes in client needs could relate to:
Physical/health status
Mental/health status
Cognitive/health status
Family circumstances
Language
Cultural/beliefs
Family circumstances
Age/stage of life
Remote location/physical surroundings

Accepted service delivery occurs within:
Protocol
Duty of care responsibility
Codes of conduct and ethical performance
Organisational standards

Client service delivery includes:
The full range of services offered by the organisation including direct care and support, provision of information, referral to relevant organisations and application of existing organisational services.

Appropriate person may be:
Supervisor
Administrator
Nurse
Co-ordinator

Critical aspects of assessment:
Understanding of and adherence to own job role and responsibilities concerning client services
Works within client service plan
Establishes rapport with clients

Essential knowledge:
Principles of effective client service delivery
Specific services available and provided

Essential skills:
Oral communication skills required to fulfil the job role in the organisation/service. Oral skills may include listening to instruction, clarifying worker responsibilities in care/case plan, and providing simple factual information relevant to the workplace and client need. Language used may be English or community language depending on the client group.
Literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace. Writing skills may range from the need to fill out a simple form to completion of a short report. Reading skills may range from reading and understanding the names and day on a 'blister' medication pack to reading the case/care plan. Language used may be English or community language depending on the client group.
Numeracy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace. Numeracy tasks may range from the need to count supplies to recording the number of times a service was delivered to a client, and providing this information on an organisational form.

Resource implications:
Access to appropriate workplace where assessment can be conducted or
Simulated of realistic workplace setting for assessment

Consistency in performance
Assessment may include observation, questioning and evidence gathered from a workplace environment.
Assessment may be conducted on one or more occasions but must include the normal range of different client groups/needs.

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. This may include the use of languages other than English and alternative communications systems.