Unit of competency Outline
Date retreived
22/07/2026 9:55 AM AWST
22/07/2026 9:55 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage quality client service
Manage quality client service
Unit of competency
National Code
PSPGEN092
PSPGEN092
State Code
ODX28
ODX28
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080317 - Quality Management
Original Release Date
08/07/2022
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to manage the promotion, delivery and review of client service within complex or changing circumstances in the public sector. This unit applies to those who are responsible for quality control. Those undertaking this unit work autonomously with management responsibilities, performing complex 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. Analyse client needs.
- 1.1. Consult key stakeholders and clients to determine options for addressing client needs.
- 1.2. Understand options for service delivery to match client services to client needs.
- 1.3. Develop and maintain records of client needs.
- 1.4. Identify client requirements and review client feedback.
- 1.5. Review service delivery to ensure it satisfies requirements of clients.
2. Deliver service that satisfies changing client requirements.
- 2.1. Provide current and relevant information and materials to clients.
- 2.2. Ensure service delivery is based on current client requirement information.
- 2.3. Reflect current good practice in client service delivery.
- 2.4. Identify and address problems in client service delivery.
- 2.5. Implement improvements to client service practices and procedures within area of responsibility.
3. Secure employee commitment to the provision of client service.
- 3.1. Adopt a consultative approach within the business unit to formulate service delivery standards.
- 3.2. Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.
- 3.3. Identify and recognise quality client service provided by individuals or workgroups.
- 3.4. Model quality client service for employees within the business unit.
4. Promote client service.
- 4.1. Market service to potential clients in accordance with organisational programs.
- 4.2. Identify potential areas of difficulty in client services and recommend solutions.
- 4.3. Resolve client concerns about the service and refer complaints of a serious nature to senior staff.
- 4.4. Action responses to clients within an acceptable timeframe.
5. Monitor client services.
- 5.1. Use relevant information on markets and trends to review client service delivery.
- 5.2. Develop performance indicators to monitor and improve client service delivery.
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWU56 | PSPMGT005 | Manage quality client service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| BHP0 | PSP60122 | Advanced Diploma of Government | Qualification |