HLTCSD201D
Maintain high standard of client
service
Assessment Booklet
© Copyright 2011
GP Links Wide Bay trading as
Health Industry Training
PO Box 702
HERVEY BAY 4655
Version 2: August 2012
ASSESSMENT COVER SHEET
Unit Code: HLTCSD201D
Unit Title: Maintain high standard of client service
Trainer Comments:
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Student Name: ___________________________________________ Student No.: ___________________
Date Due: _____ / _____ / _____
Date Submitted: _____ / _____ / _____
Student Declaration:
I declare that I understand how assessment will take place for this unit. I also understand that work completed
towards this assessment must be verifiably my own.
__________________________________ _____________________________________ ______________
Student Name
Student signature
Date
Trainer Sign-off:
I declare the above named student was assessed by me for the above mentioned unit
__________________________________ _____________________________________ ______________
Trainer Name
Trainer signature
Date
HLTCSD201D Maintain high standard of client service
Assessment tool
ASSESSMENT INFORMATION
Competency based assessment
The standards used to determine competency in different industry sectors are developed in conjunction with
the relevant Industry Training Advisory Board (ITAB). These standards are endorsed by government in the
form of specific industry national training packages.
Assessment in a competency based course determines when competency has been achieved. To be
assessed as competent a student must provide evidence that demonstrates they can perform the necessary
skills and performances required including employability skills. To be competent a student is required to
consistently demonstrate the skills, knowledge and performance criteria that are necessary to confidently
complete the work tasks in a normal range of workplace conditions.
The trainer/assessor is responsible for ensuring the evidence gathered by a student is:
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Authentic (verifiable the student’s own work)
Valid (evidence is relevant to the unit of competency)
Reliable (the student consistently meets the requirements of the unit of competency)
Current (reflects the student’s current capacity to perform the tasks); and
Sufficient (covers all the elements in the unit of competency and addresses the dimensions of competency)
Dimensions of assessment
The dimensions of competency relate to all aspects of work performance and include:
Task skills:
The student must perform the individual skills required to complete a
work activity to the required standards.
Task management skills:
The student must manage a number of different tasks to complete a
whole work activity.
Contingency management skills:
The student must use their problem-solving skills to resolve issues that
arise when performing a work activity.
Job/role environment skills:
The student must perform effectively in the workplace when undertaking
a work activity by working well with all stakeholders and following
workplace policies and procedures.
Access and equity
All workers in the health and community services should be aware of access, equity and human rights issues
in relation to their own area of work. They should develop their ability to work in a culturally diverse
environment.
Trainers and assessors must take into account relevant access and equity issues including the concept of
social inclusion which ensures equitable access to services, to connect with others and to protect an
individual’s right to be heard.
Trainers and assessors must ensure the assessment process:
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is valid, reliable, flexible and fair
is basis of sufficient evidence
is one which offers valid, authentic and current evidence
includes workplace requirements in a normal range of workplace conditions
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HLTCSD201D Maintain high standard of client service
Assessment tool
UNIT INFORMATION
Unit code
HLTCSD201D
Unit title
Maintain high standard of client service
Unit descriptor
This 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
Employability skills
This unit contains employability skills including communication, teamwork,
problem solving, initiative and enterprise, planning and organising, self
management, learning and technology
Application of the unit
This unit applies to work in a range of health settings where health services are
provided with direct client contact involved. Work performed requires a range of
well-developed skills where some discretion and judgement is required.
Individuals will take responsibility for their own outputs and limited responsibility
for the output of others Application of this unit should be contextualised to reflect
any client service requirements, issues and practices specific to each workplace
Unit sector or
competency field
None specified
Pre-requisite,
co-requisite or
interdependent
assessment of units
None specified
Context of and specific
resources for
assessment
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Method of assessment
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Critical aspects for
assessment
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Health Industry Training
This unit can be assessed independently; however holistic assessment
practice with other community services units of competency is encouraged.
Resources required for assessment include access to:
- An appropriate workplace where assessment can take place or
simulation of realistic workplace setting for assessment
Assessment may include observation, questioning and evidence gathered
from the workplace or simulated environment
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
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HLTCSD201D Maintain high standard of client service
Assessment tool
Required skills and
knowledge
Required knowledge:
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Roles and responsibilities of self and other workers within the organisation
When client issues need to be referred to an appropriate health professional
Organisation policies and procedures for privacy and confidentiality of
information provided by clients and others
Knowledge of cultures relevant to the particular service
Cultural differences in Australia
Available interpreter services
Organisation policy on client rights and responsibilities
Required Skills:
Ability to:
 Work within role and responsibility in a manner which accommodates and
accepts individual differences
 Comply with relevant policies, protocols, guidelines and procedures of the
organisation
 Establish and maintain relationships, taking into account individual
differences
 Interpret and follow the instructions and guidance of health professionals
involved with the care of clients
 Handle complaints and resolve conflict, or refer matters to supervisors when
required
 Work effectively as part of a team
 Communicate in a non discriminatory, supportive and inclusive manner
 Listen and respond to communication initiatives of client
 Demonstrate respect for clients, use effective listening techniques and display
empathy with clients and relatives
 Use literacy skills in reading, writing and oral communication to fulfil job role
in a safe manner and as specified by the organisation, including:
- understand symbols used in WHS signs
- read workplace safety pamphlets or procedure manuals and labels
- use appropriate verbal and non verbal communication styles
- ask questions
- provide clear information
- listen to and understand workplace instructions and clarify when necessary
- apply literacy skills as required in English or a community language.
 Use problem solving skills to:
- effectively utilise available resources
- prioritise workload
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HLTCSD201D Maintain high standard of client service
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Element
Performance Criteria
1. Communicate
appropriate 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
2.1
Establish rapport with client and ensure the service is appropriate to and in
the client’s best interest
2.2
Establish rapport with client and ensure the service is appropriate to and in
the client’s best interest
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
3.1
Positively, actively and consistently demonstrate respect for differences in all
work
3.2
Maintain confidentiality 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
Provide assistance with the care of clients with challenging behaviour in
accordance with established procedures
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
2. Establish and
maintain an
appropriate
relationship with
clients
3. Act in a respectful
manner at all times
4. Evaluate own work
to maintain a high
standard of client
service
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HLTCSD201D Maintain high standard of client service
Assessment tool
ASSESSMENT TOOLS
Assessment is conducted throughout the course using different assessment tools including written/oral
assessment, projects, observation, third party reports, simulation/case studies and portfolios. Both skills and
knowledge are assessed in line with the requirements of the Australian Quality Training Framework (AQTF)
and the training package.
Health Industry Training will use different methods of assessment to ensure sufficient evidence can be
gathered to demonstrate a student can perform a task against the specified criteria. Assessment methods
can include:
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Questioning: questions asked orally or in a written format. Written questioning is widely used in
competency based assessment to assess a student’s understanding and knowledge of the task they are
performing.
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Projects: are used for relevant units that require students to demonstrate a high level of research and
analytical skills.
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Observation: practical demonstration of real work or simulation by the trainer
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Third party reports: confirmation of consistent performance by the student to meet key performance
indicators over time and a range of contexts.
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Simulation/Case-study: simulation of the workplace to gauge competency. Demonstrated performance
knowledge against a define case study or scenario.
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Portfolio: collection of individual pieces of evidence to demonstrate work outputs by the student.
Evidence can be gathered from day to day work, certificated learning and other activities such as past
achievements.
Other assessment activities determined by the trainer could include a range of assessment tools appropriate
for this unit to demonstrate competencies which sufficiently address:
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The elements and performance criteria
Critical aspects for assessment
The essential skills and knowledge
The context and consistency of the assessment requirements
The relevant employability skills
Recognition of Prior Learning
Recognition of Prior Learning (RPL) is a formal recognition of your current skills and knowledge you have
achieved outside the education and training system. RPL takes into account any previous formal study, work
and life experience and then assesses this against the elements of competency to determine if you can
receive credit toward a qualification. Students seeking recognition can apply by contacting the Manager
Health Industry Training at the commencement of study.
Credit Transfer
Students who have completed a formal unit within their intended qualification with another Registered
Training Organisation (RTO) may be able to apply for a credit transfer or exemption. A certified copy of the
original documentation must be provided when applying for a credit transfer.
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HLTCSD201D Maintain high standard of client service
Assessment tool
ASSESSMENT INSTRUCTIONS
Assessment format and layout
All assessments must be:
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Typed in Arial 12, single spacing with headings in bold
Header and Footer to be inserted in each page. Header to include unit code and title. Footer to include
student name and page number
All work must be referenced throughout the assessment. Referencing should include author and year of
publication and website address (if applicable). There are many referencing guides available on the
Internet to assist students.
Plagiarism
Plagiarism is the act of representing as one's own original work the creative works of another, without
appropriate acknowledgment of the author or source. In all written work submitted for assessment you must
show the sources for your material. The principle is that whenever submitted material is not your own original
work this must be referenced to acknowledge the author’s work.
It is expected that when a student submits an assessment that it is the independent work of that student and
they have written it in their own words. If a student has plagiarised another person’s work they will be asked
to resubmit their assessment. Plagiarism can lead to instant dismissal.
Submission
All assessments must be submitted in the format described. A date for submission will be set by the trainer.
Assessments must be submitted on or before this date or an extension must be granted by the trainer.
The assessment cover sheets must be detached from the assessment booklets and attached to the front of
each assessment. All sections of the cover sheet must be completed by the student prior to submission of
assessment. The bottom section of the assessment cover sheet will be retained by the trainer.
Resubmitting assessments
If a student is marked ‘not competent’ they will be provided with an alternative assessment for completion to
be able to demonstrate competency. An assessment resubmission should be treated as the original
assessment with all principles applying.
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HLTCSD201D Maintain high standard of client service
Assessment tool
ASSESSMENT - HLTCSD201D Maintain high standard of client service
In your own words, answer the following questions. To be marked as competent in this unit, you must
provide sufficient responses to each question. Bullet points must only be used where applicable eg: if the
question asks you to list name or give examples.
Questions
1. What do you consider key skills for good communication?
2. How might you evaluate your own skills as a communicator?
3. What is meant by the term ‘cultural awareness’?
4. How do you think you can maintain a professional relationship with clients?
5. How would you manage the situation if a client disagreed with the services you were suggesting?
6. Explain what the terms ‘discretion’ and ‘confidentiality’ mean to you and how you would apply them in a
professional, community care relationship.
7. What are KPIs? Explain how they work.
8. What types of relevant information do you think would come out of an evaluation session?
To be marked as competent in this unit, you must provide sufficient information in the project report.
Project
You are working in a health service organisation and you have been asked to make a presentation at a
community meeting, in your presentation you should show and explain to the community members how your
organisation operates with regards to:
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Team work participation and communication strategies and techniques to achieve effective client
service outcomes
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How your organisation deals with conflict and complaints
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Methods used to consider the individual, special and cultural needs of clients
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How clients are encouraged to communicate with carers and to discuss issues or problems and to
expect appropriate responses
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Methods of ensuring that clients/patients have access to other professional services as needed
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Methods used by the organisation to ensure that client information is respected and treated as
confidential
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How the organisation might manage and respond to challenging or difficult behaviours
Write an assessment covering all of these points, showing the information you would share with the
community members, information could be in the form of a PowerPoint presentation if you wish including
slide notes.
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