Unit of competency Outline

Date retreived
22/07/2026 11:31 AM AWST

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Maintain high standard of client service

Maintain high standard of client service

Unit of competency
National Code
HLTCSD201C
State Code
D5834
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
02/08/2011
Field of Education
120505 - Work Practices Programmes
Original Release Date
02/08/2011
Nominal Hours
30
Description
DescriptorThis unit describes skills and knowledge for care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service
Notes
Elements and Performance Criteria
1. Communicate appropriately with clients
  • 1.1 Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role
  • 1.2 Identify and use communication strategies and techniques to achieve most effective client service outcomes
  • 1.3 Respond to and deal with complaints in line with organisation policy to enhance service to clients
  • 1.4 Access interpreter services as required
  • 1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
2. Establish and maintain an appropriate relationship with clients
  • 2.1 Establish rapport with client and ensure the service is appropriate to and in the client's best interest
  • 2.2 Use effective listening skills to ensure a high level of effective communication and quality service provision
  • 2.3 Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
  • 2.4 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required
  • 2.5 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes
3. Act in a respectful manner at all times
  • 3.1 Positively, actively and consistently demonstrate respect for differences in all work
  • 3.2 Maintainconfidentiality and privacy of clients
  • 3.3 Demonstrate courtesy in all interactions with clients, their visitors, carers and family
  • 3.4 Provide assistance with the care of clients with challenging behaviour in accordance with established procedures
  • 3.5 Use appropriate techniques to manage and minimise aggression
4. Evaluate own work to maintain a high standard of client service
  • 4.1 Seek and receive advice and assistance from appropriate sources on own performance
  • 4.2 Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service
No information
No information
Replaces
State Code National Code Title Type
C9138 HLTCSD201B Maintain high standard of client service Unit of competency
C4959 HLTCSD1A Maintain high standards of patient and client services Unit of competency
Replaced By
State Code National Code Title Type
WD090 HLTCSD201D Maintain high standard of client service Unit of competency