Unit of competency Outline

Date retreived
22/07/2026 3:13 PM AWST

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Coordinate client service activities

Coordinate client service activities

Unit of competency
National Code
SISXCCS402A
State Code
D6183
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
06/03/2013
View on TGA
State Implementation and Classification
Approved Date
15/10/2014
Field of Education
080501 - Sales
Original Release Date
15/10/2014
Nominal Hours
10
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate client service activities. The unit focuses on the application of service standards to maintain and improve the level of service activities provided to clients. Coordinators may have staff (paid or volunteer) involved in delivering customer service and are responsible for the quality of their work.
Notes
Elements and Performance Criteria
1. Confirm client service standards.
  • 1.1. Access and interpret client service according to organisational policies and procedures.
  • 1.2. Apply client service standards to the provision of client service activities within the organisation.
  • 1.3. Contribute to the development, refinement and improvement of service policies, standards and processes.
  • 1.4. Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities.
2. Implement and evaluate client service systems.
  • 2.1. Monitor implementation of client service systems by staff members.
  • 2.2. Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices.
  • 2.3. Evaluate client service activities to meet organisational quality standards.
  • 2.4. Take corrective action where necessary as part of continuous improvement strategy.
  • 2.5. Organise training where necessary for staff members identified through training needs analysis.
  • 2.6. Maintain records of training undertaken and achieved service levels.
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Client may include:
internal or external
those with routine or special requests
regular or new.
Organisational policies and procedures may include:
complaint procedures
organisational report forms
quality systems, standards and guidelines
procedures manuals
product or service manuals, labels and instructions
staff appearance and presentation
continuous quality improvement.
Client service activities may include:
services
products
hours of operation
equipment provision
facility provision.
Client feedback may include:
client-initiated or organisation-generated
verbal and written
surveys
suggestion box.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ensures delivery of client services to industry standards and in an appropriate timeframe
develops improved client service procedures based on analysis of client feedback
identifies staff training needs and arranges appropriate training.
Context of and specific resources for assessment
Assessment must ensure coordination of multiple client service activities to demonstrate competency and consistency of performance.
Assessment must also ensure access to:
real or simulated client feedback
relevant documentation, such as quality improvement systems.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of interacting with a range of client service providers
oral and or written questioning to assess knowledge of the organisation’s procedures for receiving and processing client feedback
portfolio showing evidence of staff training needs analysis
third-party reports from a supervisor detailing work performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SISXCCS403A Determine needs of client populations.
Replaces
State Code National Code Title Type
C6413 SRXGCST05A Coordinate client service activities Unit of competency
Replaced By
State Code National Code Title Type
AVD21 SISXCCS002 Coordinate client service activities Unit of competency