Elements and Performance Criteria

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.

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

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

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

Critical aspects of assessment:
Establishing rapport with clients
Incorporating requirements of a diverse range of clients into service delivery

Essential knowledge:
Principles of effective client service delivery
Specific services available and provided
Differences in client needs and how to accommodate these needs in service delivery

Essential 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 a community language depending on service/organisation.

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

Consistency in performance:
Assessment may include observations, questioning or evidence gathered from the workplace
Assessment may be conducted over one occasion but must include a range of client needs

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions.