Description

This unit covers the competency to interact with internal and external clients.

Pre/Co-Requisites

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

Key Competencies

Communicating ideas and information

• Communicate ideas and information to reporting procedures (verbal and written) 

Collecting analysing and organising information

• Collect, organise and understand information related to recognising and reporting situations

 Planning and organising activities 

• Plan and organise activities which implement and follow standard procedures 

Working with others and in teams

• Work with others and in a team by assisting and cooperating with team members 

Using mathematical ideas and techniques 

• Use mathematical ideas and techniques to document and report numbers for emergency procedures

Solving problems 

• Establish diagnostic processes which recommend improvements for OH&S issues

Using technology 

• Use workplace technology related to the use of technology to assist with safe work practices

Range Statement

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

Evidence Guide

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

Underpinning Knowledge

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

Underpinning Skills

• interpersonal skills
• locating information
• reading selectively and summarising information

Resource implications

• No special requirements

Consistency in 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

Resource implications

• No special requirements

Consistency in performance

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

Context of assessment

• On the job or in a simulated work environment