Course Title: Deliver and monitor service to clients

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG5929C

Course Title: Deliver and monitor service to clients

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C4240 - Certificate IV in Government (Court Services)

Course Contact : Lauren Weaver

Course Contact Phone: +61 3 9925 4622

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 30

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.

Pre-requisites and Co-requisites

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.

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.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

PSPGOV402B Deliver and monitor service to clients


1. Identify and define client needs

Performance Criteria:

1.1 Client information is used to identify services required.
1.2 Specific needs of clients are recognised and addressed in targeting client services.
1.3 Potential difficulties in providing client services are identified and addressed or referred for recommended action.


2. Deliver client service

Performance Criteria:

2.1 Responses to client enquiries are made in accordance with legislation, policy and procedures.
2.2 Service delivery is provided that is appropriate, timely and accurately targeted.
2.3 Communication with clients is tailored to the situation and their specific needs.
2.4 Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures.
2.5 Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty.
2.6 Accountability requirements are identified and used, including organisation client service charter and/or external review.


3. Monitor and improve client service delivery

Performance Criteria:

3.1 Client service delivery is monitored and regular feedback from colleagues is used to improve personal service.
3.2 Feedback is provided to workgroup members in regard to quality of client service delivery.
3.3 Changes in policies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures.
3.4 Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving service potential.


4. Review client service

Performance Criteria:

4.1 Client feedback about service is sought and responded to.
4.2 Procedural aspects of service delivery are monitored and records are maintained as appropriate.
4.3 Proposals for change are based on feedback on service development and delivery.
4.4 Modifications to client service are carried out where required, within area of responsibility and limits imposed by government.

Learning Outcomes

See Elements.

Details of Learning Activities

This unit covers delivery and monitoring of service to clients, particularly related to the delivery of service in a courts and tribunals setting.  This requires understanding of the needs of existing and new clients who influence service delivery in this area, the business and organisation objectives and the support and resources available in your jurisdiction or local area.

It includes identifying and defining specific needs of court users, being aware of referal processes for services in your jurisdiction or community,  delivering key services and providing links, monitoring and improving client service delivery and reviewing client service.

In practice, the delivery and monitoring of services is a key element of the registrar role, which links in with areas such as the administering of legislation, performing court duties, advanced communication strategies and valuing diversity.

Teaching Schedule

This unit is delivered over two days in the intensive training program.  Students explore the various policies, procedures, and customer service charters, and guest speakers are invited to attend to discuss the various services available to support the client.

Learning Resources

Prescribed Texts


Other Resources

All resources for this unit can be found on the Blackboard system, under the heading of the unit.

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.

Assessment Tasks

As well as participating in class activities and discussions, students must complete an assessment task relating directly to the four elements of competency.

Assessment Matrix

Assessment for the Certificate IV in Government (Court) Services program falls under Table 1.2 b - Nationally Recognised Training Package qualifications and State accredited courses delivered in accordance with competency-based assessment.

Competency Achieved
Used where competency-based assessment applies

Not Yet Competent
Used where competency-based assessment applies – This is always a Final Grade

Did Not Submit for Assessment.

This grade is only to be used where a student enrols in a course and does not withdraw and does not participate in assessment, regardless of whether the student is of ‘confirmed’ status or not.

All written work must adhere to the following criteria:

1. Written reports, research projects or essays are to demonstrate an understanding of the concepts and familiarity with the prescribed or negotiated topics

2. It is expected that all submitted work will be well written, with clear and consistent grammar, expression and punctuation. It must be well structured and cogently address the issues raised in the chosen topic in a logical, ordered and organised manner

3. The concepts must be well defined and demonstrate a critical analysis of the chosen topic

4. Written submissions must demonstrate appropriate preparation, reading and research

5. Double or 1.5 spacing and a font size of 10-12 must be used in font style Aerial or Times New Roman.

Other Information

Extensions will not be granted by teachers or Administrative staff.
In accordance with RMIT policy, students may apply for an extension where there have been unexpected or extenuating circumstances, e.g.

a) Hospital admission, serious injury, severe asthma, severe anxiety or depression. This does not include minor illness such as a cold, period pain or hay fever.

b) Loss or bereavement – e.g. death of a close family member, family/relationship breakdown.

c) Hardship/trauma – e.g. victim of crime, sudden loss of income or employment, severe disruption to domestic arrangements.
Students requiring extensions for 7 calendar days or less (from the original due date) must complete and lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Program Coordinator/ Program Manager. The application must be lodged no later than one working day before the official due date. The student will be notified within no more than 2 working days of the date of lodgment as to whether the extension has been granted.
Students seeking an extension of more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.
Assignments submitted late without approval of an extension will not be accepted or graded.
Students must keep a copy of their paper until the graded essay has been returned or marks have been posted.


Plagiarism is the presentation of the work, idea or creation of another person, without appropriate referencing as though it is one’s own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited.
You must acknowledge the use of another person’s work or ideas. If texts or ideas are reproduced they are to be clearly acknowledged in one of the conventional ways, such as by use of quotation marks, indentation for longer passages and clear citation of the source. Failure to separate one’s own contribution from that of another constitutes plagiarism, which may result in course failure to University expulsion.


Course Overview: Access Course Overview