Unit of competency Outline

Date retreived
22/07/2026 1:30 AM AWST

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Address client needs

Address client needs

Unit of competency
National Code
PSPGEN089
State Code
ODW45
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080313 - Public And Health Care Administration
Original Release Date
08/07/2022
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to deal with internal and external clients, addressing their needs and resolving issues.This unit applies to those working independently in customer service roles within the public sector, performing routine tasks in a range of familiar contexts. The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Assist clients to articulate needs
  • 1.1. Explore, specify and agree on client needs.
  • 1.2. Match available services or products to client needs.
  • 1.3. Advise clients of options and explain in a manner suited to client requirements.
  • 1.4. Assist clients to evaluate options to satisfy their needs.
  • 1.5. Communicate to clients their rights and responsibilities in relation to the service or product.
2. Satisfy client needs
  • 2.1. Determine preferred service or product and prioritise for action.
  • 2.2. Develop and deliver customised solutions within limits of own authority.
  • 2.3. Assess limitations in addressing customer needs and explain why a service or product cannot be provided.
  • 2.4. Recommend an alternative to clients and if none is available, explain further actions that can be taken.
3. Exercise judgment to resolve client service issues
  • 3.1. Identify potential difficulties in client service delivery and their impacts on the client and the organisation.
  • 3.2. Explain options for resolution within limits of own authority.
  • 3.3. Propose viable options and address issues.
  • 3.4. Refer matters in accordance with organisational policies and procedures where a solution cannot be found.
No information
No information
Replaces
State Code National Code Title Type
AWV85 PSPGEN016 Address client needs Unit of competency
State Code National Code Title Type
BIF1 CSC40122 Certificate IV in Correctional Practice Qualification
AE807 PSPSS00053 Customer Service Skill set
BHP1 PSP30122 Certificate III in Government Qualification