Elements and Performance Criteria

Client services are:
Specific to the organisation

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

Special client needs could relate to:
Disabilities
Language
Gender
Culture
Age
Location

Critical aspects of assessment:
Establish and maintain a network of service providers
Incorporate the requirements of all groups in client service delivery
Responsiveness to client needs

Essential knowledge:
Principles of effective client service delivery
Organisational specific client services provided
Promotion and marketing of services
Service delivery skills
Oral communication skills required to develop rapport with client. Oral communication skills may include listening, asking questions, providing encouragement. Language used may be English, sign language or community language depending on client group
Literacy competency required to fulfil the procedures of the organisation/service. Language used may be English or community language depending on service/organisation

Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment

Consistency in performance:
Assessment may include observations, questioning or evidence gathered from the workplace eg. Testimonial from clients and colleagues, promotional material etc.
Assessment may be conducted on one occasion but include assessment of competency in dealing with a range of existing and new clients

Context of assessment:
This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions