Unit Descriptor

This unit covers delivery and monitoring of service to clients that requires understanding of the needs of existing and new clients which influence service requirements. It includes identifying and defining client needs, delivering client services, monitoring and improving client service delivery and reviewing client service.

In practice, client service delivery may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing information, using resources, etc.

This is one of 5 units of competency in the Working in Government and Management Competency Fields that deal with client services. Related units are:

• PSPGOV203B Deliver a service to clients
• PSPGOV309A Address client needs
• PSPGOV502B Develop client services
• PSPMNGT606B Manage quality client service

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication

Contains the following documents

• New Assessment Criteria and Definitions (in MS Word Format)
• New Evidence Document  (in MS Word Format)
• Instructor Workbook/Guide (in MS Word Format)
• Learner Workbook (in MS Word Format)
• Learner Guide  (in MS Word Format)
• New Improved Session Plan (in MS Word Format)
• PowerPoint presentation
• Assessment Matrix (Mapping Document)

For more information please contact us on sarah@rtomaterials.com.au