Public Services: Assisting the Public

Overview

Framework:
RQF
Level:
Level 1
Unit No:
H/506/3353
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Understand the importance for public services of good relationships with the public.

Assessment Criteria

  • 1.1
    Explain why it is important for public services to have a good relationship with the public.
  • 1.2
    Outline different methods used by public service organisations to build and maintain good relationships with the public.
2

Know how to assist members of the public.

Assessment Criteria

  • 2.1
    Outline the personal skills and qualities required to assist the public in emergency and non-emergency situations.
  • 2.2
    Give examples of effective practice in assisting members of the public in different situations.
3

Know how public services deal with complaints from members of the public.

Assessment Criteria

  • 3.1
    Outline how a public service deals with complaints from the public.
  • 3.2
    Describe how an individual worker in a specific public service role can deal effectively with complaints made directly by a member of the public to him/herself.
4

Be able to assist members of the public and review own effectiveness.

Assessment Criteria

  • 4.1
    Demonstrate the personal skills and qualities required to assist the public in different situations.
  • 4.2
    Review own effectiveness when assisting the public in different situations.