Unit of competency Outline
Date retreived
22/07/2026 9:47 PM AWST
22/07/2026 9:47 PM 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.
Maintain high standard of client service
Maintain high standard of client service
Unit of competency
National Code
HLTCSD201D
HLTCSD201D
State Code
WD090
WD090
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
27/07/2012
Field of Education
120505 - Work Practices Programmes
Original Release Date
27/07/2012
Nominal Hours
30
Description
DescriptorThis unit describes skills and knowledge for care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service
Notes
Elements and Performance Criteria
1. Communicate appropriately with clients
- 1.1 Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role
- 1.2 Identify and use communication strategies and techniques to achieve most effective client service outcomes
- 1.3 Respond to and deal with complaints in line with organisation policy to enhance service to clients
- 1.4 Access interpreter services as required
- 1.5 Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
2. Establish and maintain an appropriate relationship with clients
- 2.1 Establish rapport with client and ensure the service is appropriate to and in the client's best interest
- 2.2 Use effective listening skills to ensure a high level of effective communication and quality service provision
- 2.3 Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
- 2.4 Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required
- 2.5 Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes
3. Act in a respectful manner at all times
- 3.1 Positively, actively and consistently demonstrate respect for differences in all work
- 3.2 Maintainconfidentiality and privacy of clients
- 3.3 Demonstrate courtesy in all interactions with clients, their visitors, carers and family
- 3.4 Provide assistance with the care of clients with challenging behaviour in accordance with established procedures
- 3.5 Use appropriate techniques to manage and minimise aggression
4. Evaluate own work to maintain a high standard of client service
- 4.1 Seek and receive advice and assistance from appropriate sources on own performance
- 4.2 Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service
RANGE STATEMENT
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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.
Clients may include:
Current clients (ie. including patients) of the organisation
Clients of other associated organisations or agencies
Prospective clients
Clients making contact with the organisation through relevant representatives, professionals or other advocates or agencies
Others with whom interaction is required in regard to client services may include:
Other staff and team members
Service units or departments
Family members, carers and friends of clients
Professional representatives or agents of clients such as:
medical specialists
social workers
therapists
allied health professionals
interpreters
teachers and/or spiritual advisers
community
other representative
General public
Communication may require:
English
Sign language
Services of an interpreter
Community language as required by the service / organisation
Modes of communication include:
Continuing interaction with clients
Verbal conversations either in person or via telephone
Written notes by post or electronic media
Worker, family member, friend or professional interpreter who has relevant languages
Respect for difference may include differences such as:
Physical
Cognitive/mental or intellectual issues that may impact on communication
Cultural and ethnic
Religious/spiritual
Social
Age
Language, literacy and numeracy abilities that may impact on communication
Sexuality and sexual preference
Confidentiality and privacy of clients refer to:
Fees
Health fund entitlements
Welfare entitlements
Payment methods and records
Written details i.e. medical and consent forms
Information provided by telephone
Personal information disclosed
Maintenance of confidentiality and privacy of clients include:
Public environments
Legal and ethical requirements
Writing details i.e. medical and consent forms
Conversations on the telephone
Secure location for written records
Offering a private location for discussions
Information disclosed to an appropriate person consistent with one's level of responsibility
Performance monitoring may include:
Self-monitoring
Supervisor assessment
Customer feedback
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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.
Clients may include:
Current clients (ie. including patients) of the organisation
Clients of other associated organisations or agencies
Prospective clients
Clients making contact with the organisation through relevant representatives, professionals or other advocates or agencies
Others with whom interaction is required in regard to client services may include:
Other staff and team members
Service units or departments
Family members, carers and friends of clients
Professional representatives or agents of clients such as:
medical specialists
social workers
therapists
allied health professionals
interpreters
teachers and/or spiritual advisers
community
other representative
General public
Communication may require:
English
Sign language
Services of an interpreter
Community language as required by the service / organisation
Modes of communication include:
Continuing interaction with clients
Verbal conversations either in person or via telephone
Written notes by post or electronic media
Worker, family member, friend or professional interpreter who has relevant languages
Respect for difference may include differences such as:
Physical
Cognitive/mental or intellectual issues that may impact on communication
Cultural and ethnic
Religious/spiritual
Social
Age
Language, literacy and numeracy abilities that may impact on communication
Sexuality and sexual preference
Confidentiality and privacy of clients refer to:
Fees
Health fund entitlements
Welfare entitlements
Payment methods and records
Written details i.e. medical and consent forms
Information provided by telephone
Personal information disclosed
Maintenance of confidentiality and privacy of clients include:
Public environments
Legal and ethical requirements
Writing details i.e. medical and consent forms
Conversations on the telephone
Secure location for written records
Offering a private location for discussions
Information disclosed to an appropriate person consistent with one's level of responsibility
Performance monitoring may include:
Self-monitoring
Supervisor assessment
Customer feedback
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions
This unit can be assessed independently, but holistic assessment practice is encouraged with other units of competency involving client service delivery
Assessment may be conducted on one occasion but should include a range of clients, reflecting the diverse nature of those for whom service is provided in the workplace context
A diversity of assessment tasks is also essential for holistic assessment
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions
This unit can be assessed independently, but holistic assessment practice is encouraged with other units of competency involving client service delivery
Assessment may be conducted on one occasion but should include a range of clients, reflecting the diverse nature of those for whom service is provided in the workplace context
A diversity of assessment tasks is also essential for holistic assessment
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D5834 | HLTCSD201C | Maintain high standard of client service | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVC67 | CHCCCS010 | Maintain a high standard of service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J064 | HLT32412 | Certificate III in Allied Health Assistance | Qualification |
| J065 | HLT32512 | Certificate III in Health Services Assistance | Qualification |
| J052 | HLT21212 | Certificate II in Health Support Services | Qualification |