Elements and Performance Criteria

Communication with clients may include
spoken
face-to-face
telephone
written
electronic
forms
letters
non verbal
gestures
body language
displays of information
photographs
interpreters

Clients may include
colleagues
community
contractors
personnel from other organisations

Other organisations may include
government departments
community services
community groups
public safety organisations
non government organisations

Effective (spoken) communication may include
clear
sequenced explanations
instructions
paraphrasing
negotiating meaning
checking back on details
summarising
using another language

Appropriate response may include
written response involving reading
selecting and extracting relevant information
spoken response involving questioning appropriate personnel and relaying information to the client

Completion of necessary documentation may include
independent or assisted form filling
recording events in the sequence they happened

Organisation's policy and procedures may include
as documented in procedures manual
standardised operations
conveyed through spoken language

Procedures for dealing with difficult clients may include
seeking assistance
referring to other personnel

Opportunities for feedback may include
client satisfaction forms
telephone survey
follow up contact
suggestion box
verbal

Critical aspects of evidence
It is essential for this unit that competence be demonstrated in:
locating
interpreting and providing relevant information to requests
seeking assistance when necessary
completing appropriate workplace records
working in accordance with organisation's policies and procedures

Interdependent assessment of units
Pre-requisite units: Nil
Co-requisite units: Nil

Underpinning knowledge
organisation's policies and procedures relevant to client service and information provision
organisation's anti-discrimination procedures
major regulatory functions of organisation
organisation services, facilities and activities
organisation and structure

Underpinning skills
locating information
reading selectively and summarising information
interpersonal skills

Resource implications
No special requirements

Consistency of performance
Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of assessment
A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment