The service plan
Write a plan for supplying services that meet your client's needs.
Make sure the services in the plan are consistent with your organization's objectives, your budgetary constraints, your HR capacity, your client's requirements and expectations , and satisfies your quality assurance criteria.
Involve client groups in planning services. Negotiate with them and get their agreement to appropriate goals, strategies and outcomes. Check that services are a good fit to client’s needs and rights
Develop promotional strategies to communicate the benefits of the service to clients
Have people and organizations available who could give support and expertise so that your service delivery can be as effective as possible.
Make sure that you have a system for keeping appropriate and accurate records of client needs and service delivery options. Then devise a way of routinely collecting and analyzing information on clients and delivery options. You need to make sure that services reflect client needs and rights, current best practice, and organizational and legislative guidelines (including ethical practices and duty of care).
What your assessor will be looking for:
- Establish and maintain a network of clients
- Incorporate the requirements of specific groups in all client service work
- Meeting quality service standards
- Communicating effectively with both staff and clients
- Effectively coordinate resources in a complex environment
- Managing a team effectively
- Managing contingencies
- Using computers and software according to your workplace needs.
Questions
- Explain how you designed client services.
- What compromises did you have to make?
- What options did you decide against? Why?
- What legislative and statutory frameworks influence the way your organization provides client services?
- Describe the current industry developments in effective client service delivery.
- What marketing and promotion techniques have you used? How effective are they?