Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

internal or external
other agencies
individual members of the organisation
individual members of the public.

identification of clients' special needs
timely provision of services
provision of feedback
resolution of complaints.

standard operating policies and procedures
communication protocols
complaints procedures
standards and certification requirements
quality assurance procedures
OHS.

authorising appropriate action
undertaking appropriate action
referring to a higher authority.

data on enquiry flows, peaks and troughs
data on types of enquiries
information about changing client needs
information about staffing levels and needs.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to monitor customer service provided by team members and identify and addresses deficiencies
the resolution of client complaints according to workplace policies and procedures
the provision of accurate feedback to management on operational customer service matters
coordinating interaction with clients over a period of time to ensure consistency of performance and ability to respond to different situations.

Context of, and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where staff briefings can occur and feedback can be given to team members
involvement of and interaction with a team for which the candidate is leader.
access to relevant documentation, such as client complaints.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of candidate monitoring, identifying and resolving client complaints, including referral of issues outside own authority
written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to provision of customer service and resolution of complaints
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIFMGT002A Coordinate staff.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.