Unit of competency Outline

Date retreived
23/07/2026 7:31 AM AWST

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Provide services to clients

Provide services to clients

Unit of competency
National Code
PUACOM002B
State Code
C2984
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
2.00
Current Release Date
17/08/2012
View on TGA
State Implementation and Classification
Approved Date
07/11/2014
Field of Education
091105 - Police Studies
Original Release Date
07/11/2014
Nominal Hours
15
Description
This unit covers the competency to interact with internal and external clients.
Notes
Elements and Performance Criteria
1. Identify client needs and expectations
  • 1.1 Current and potential clients are identified.
  • 1.2 Needs and expectations are discussed and clarified with clients.
2. Determine and implement response to client needs
  • 2.1 Appropriate decision making processes are established with client and relevant stakeholders.
  • 2.2 Options are identified.
  • 2.3 Decision making criteria are identified taking account of client needs and organisational context.
  • 2.4 Decision making criteria are applied to options in order to identify range of relevant outcomes.
  • 2.5 Appropriate response are selected and implemented.
  • 2.6 Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures.
3. Manage client expectations
  • 3.1 Range of possible organisational responses are communicated to the client in a timely manner.
  • 3.2 Client is informed of options for further action.
  • 3.3 Courtesy, consideration and sensitivity are exercised at all times with the client.
  • 3.4 All necessary documentation is obtained, completed and processed according to organisation's policy and procedures.
  • 3.5 Organisation's policy and procedures relating to confidentiality are implemented.
  • 3.6 Assistance is sought to manage clients' expectations when necessary.
  • 3.7 Clients are referred to other personnel where necessary to ensure their needs are managed efficiently.
The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below.
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 for assessment and evidence required to demonstrate competency in this unit
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
Consistency in performance
Evidence should be gathered over a period of time in a range of actual or simulated workplace environments.
Context of and specific resources for assessment
Context of assessment
A combination of oral or written presentation, observation on the job and/or in a simulated workplace environment.
Specific resources for assessment
No special requirements.
Replaces
State Code National Code Title Type
C3837 PUACOM002A Provide services to clients Unit of competency
Replaced By
State Code National Code Title Type
OAZ72 PUACOM002 Provide services to clients Unit of competency