Elements and Performance Criteria

Client

internal or external

customers with routine or special requests

regular and new customers

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

people who may be unwell, drug affected and emotionally distressed

Information

customer satisfaction surveys

information from the Australian Bureau of Statistics (ABS)

raw data collected at operational/tactical levels of colleagues

organisational budgets

Critical aspects of evidence to be considered
Assessment must confirm sufficient knowledge of
organisation's services/products (in detail)
organisation's promotional policies and procedures
sources of information regarding client demographics
techniques for analysing client statistics
Assessment of performance should be over the development of a minimum of two (2) strategies to improve client service, covering the prescribed number of categories from the Range Statements
Assessment must confirm the ability to apply this knowledge and appropriate techniques to
develop systems/procedures to deliver that service to standard and in an appropriate time frame, or
modify existing systems/procedures to take into account changes in the customer population

Interdependent assessment of units
This unit must be assessed after attainment of competency in the following unit(s)
Nil
This unit must be assessed in conjunction with the following unit(s)
Nil
For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)
Nil

Required knowledge and skills
Required knowledge
Consumer Law, Environmental Law, Occupational Health and Safety (OH&S), Discrimination/Equal Employment Opportunity, Harassment and other laws specific to Local Government, State and Federal Legislation
Privacy Legislation
Procedural manuals
Budgetary policies
Codes of Conduct
Organisation's customer service goals and principles of customer service
The significance of statistical data on customer populations
Survey techniques
Required skills
Numeracy skills to allow for the analysis of data, or at the very least, the understanding of the data if it has been analysed by another person
Language skill which allow for adequate communication with the relevant personnel
Literacy skills to interpret reports and document strategies

Resource implications
Physical resources - assessment of this unit of competency requires access to
a real work environment with client history records
a variety of work related products and services
a variety of statistical resources relating to client base
Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) should
be competent in this unit but preferably be competent in the unit at the level above
be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area
have attained the National Competency Standards for Assessment: BSZ401A, BSZ402A and BSZ403A

Consistency in performance
Due to issues such as the diversity of clients, client needs, expectations and strategies to improve client services, this unit of competency must be assessed over the development of a minimum of two (2) strategies to improve client service, in order to ensure consistency of performance over the Range Statements and contexts applicable to addressing client needs

Context for assessment
This unit of competency must be assessed in the context of developing strategies for the improvement of client services for a range of real clients. For validity and reliability the assessment should occur in the workplace. The strategies should be realistic and appropriate for the workplace
This unit of competency should be assessed through the observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

Communicating ideas and information
Informing clients of new products/services (2)

Collecting analysing and organising information
Analysing and interpreting data to plan and evaluate client service strategies (3)

Planning and organising activities
Planning workshops/information sessions to bring clients together and network (3)

Working with others and in teams
Working with other staff to gain up to date information on products/services (1)

Using mathematical ideas and techniques
Using figures and tables of data to compare products (2)

Solving problems
Developing strategies to overcome declining client base (3)

Using technology
Operating computer database and tracking changes (2)