Course Title: Deliver and monitor service to clients

Part A: Course Overview

Program: C4240

Course Title: Deliver and monitor service to clients

Portfolio: DSC

Nominal Hours: 30.0

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


365T Global Studies, Soc Sci & Plng

Face-to-Face or Workplace

Term1 2012

Course Contact: Lauren Weaver

Course Contact Phone: +61 3 9925 4622

Course Contact Email:

Course Description

This course 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 psecialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing inofrmation, using resources, etc.

Pre-requisite Courses and Assumed Knowledge and Capabilities

No pre-requisite is required for this unit of competency, however this unit is part of an Industry based program, offered to trainee Court Registrars.

National Competency Codes and Titles

National Element Code & Title:

PSPGOV402B Deliver and monitor service to clients


1. Identify and define client needs

2. Deliver client service

3. Monitor and improve client service delivery

4. Review client service

Learning Outcomes

See Elements.

Overview of Assessment

Assessments will incorporate a variety of methods including one or more of the following: written test, open book exam, case studies, class presentation, group project, role play scenarios, practical demonstrations, observations, reports, quizzes, and fieldwork assignments.