SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Maintain good relations with internal and external clients 
SAQA US ID UNIT STANDARD TITLE
115334  Maintain good relations with internal and external clients 
ORIGINATOR
SGB Visible Policing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 08 - Law, Military Science and Security Safety in Society 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 6  Level TBA: Pre-2009 was L6  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Registered" 		 2004-12-02  2007-12-02  SAQA 1057/04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2008-12-02   2011-12-02  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is for persons in the field of Policing who maintain good relations with internal and external clients.

A person credited with this unit standard will be able to:
  • Ensure professional service delivery
  • Promote a positive image of the policing agency and its interest to others
  • Gather information about crime from the community
  • Educate the community regarding crime and crime prevention
  • Assist stakeholders in establishing community structures that will facilitate with crime prevention
  • Provide a support service to victims and survivors of crime in the community
  • Coordinate, maintain community relations
  • Develop interpersonal skills

    This unit standard will contribute to the full development of any learner within the safety in society environment and more specifically within the border control discipline by providing recognition, further mobility and transportability within the field. The skills, knowledge and understanding demonstrated within this unit standard are essential for social and economic transformation and upliftment within the safety in society environment. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Communication at NQF 4
  • Unit standard 11973 - Build and maintain relationships with the local community 
    		•

    UNIT STANDARD RANGE 
    This unit standard applies to persons supervise members with a level of authority to take decisions independently 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Ensure professional service delivery. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The concept of professional service delivery is explained in accordance with organizational practices and procedures 

    ASSESSMENT CRITERION 2 
    Service delivery is assessed according to organizational guidelines and standards 

    ASSESSMENT CRITERION 3 
    Service standards are established according to the Batho Pele principles 

    ASSESSMENT CRITERION 4 
    The Batho Pele principle chart is displayed where it can be seen by both internal and external clients 

    ASSESSMENT CRITERION 5 
    A suggestion box is placed in an accessible and non-intimidating area in accordance with the Batho Pele principles 

    ASSESSMENT CRITERION 6 
    Statistics and reports reflect less grievances and complaints reported 

    ASSESSMENT CRITERION 7 
    Statistics and reports reflect less misconduct is reported according to disciplinary procedures 

    SPECIFIC OUTCOME 2 
    Promote a positive image of the policing agency and its interest to others. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Members in civilian clothing are in possession of their appointment certificates 

    ASSESSMENT CRITERION 2 
    Members do observations in flash point areas 

    ASSESSMENT CRITERION 3 
    Marked vehicles are used 

    ASSESSMENT CRITERION 4 
    Open days are held at local policing centre 

    ASSESSMENT CRITERION 5 
    The dress code of the policing agency is explained to the public 

    ASSESSMENT CRITERION 6 
    Crime charts and statistics are used at policing centre to inform the public about crime trends 

    ASSESSMENT CRITERION 7 
    Regular patrols are conducted in problem areas by members in uniform 

    ASSESSMENT CRITERION 8 
    Problem areas are targeted for extra attention 

    ASSESSMENT CRITERION 9 
    Different kind of patrols, how to perform patrol duties, objectives of patrol duties and how to behave when coming in contact with the public are explained to members and the execution thereof enforced 

    ASSESSMENT CRITERION 10 
    Policing procedures are explained to the community/public by the police 

    ASSESSMENT CRITERION 11 
    Suggestion boxes are placed within policing centres for public comment 

    SPECIFIC OUTCOME 3 
    Gather information about crime from the community. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Records about criminal activities are obtained from networking in the community according to research procedures 

    ASSESSMENT CRITERION 2 
    Procedures are established and documented to provide opportunities for the communities to come forward with information that assist the police in fighting crime 

    ASSESSMENT CRITERION 3 
    Strategies are implemented to facilitate working relationships between the police and the communities 

    ASSESSMENT CRITERION 4 
    The importance of policing / community partnership in fighting crime is explained to community members and structures 

    ASSESSMENT CRITERION 5 
    Relationships are built with community members and structures that reflect trust and open communication 

    SPECIFIC OUTCOME 4 
    Educate the community regarding crime and crime prevention. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Crime awareness campaigns are promoted during community events 

    ASSESSMENT CRITERION 2 
    Posters / pamphlets on crime prevention are pasted visibly at problem areas and distributed at central points 

    ASSESSMENT CRITERION 3 
    The community is informed of the latest crime trends, root causes and crime prevention strategies through individual contacts, public meetings and the media 

    ASSESSMENT CRITERION 4 
    Crime newsletters are distributed 

    ASSESSMENT CRITERION 5 
    Crime awareness campaigns are held in the community 
    ASSESSMENT CRITERION RANGE 
    Churches, schools, old age homes
     

    ASSESSMENT CRITERION 6 
    Victim and survivor structures are available to the communities and communicated 

    SPECIFIC OUTCOME 5 
    Assist stakeholders in establishing community structures that will facilitate with crime prevention. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The areas is divided into smaller blocks or sectors 

    ASSESSMENT CRITERION 2 
    Community structures are implemented within the smaller blocks or sectors 

    ASSESSMENT CRITERION 3 
    Partnerships are established between policing agencies and the communities to assist in the effective functioning of community structures 

    ASSESSMENT CRITERION 4 
    The powers of members within community structures are clearly communicated 

    ASSESSMENT CRITERION 5 
    The powers of community members in effecting arrests in terms of the Criminal Procedure Act (no. 51 of 1977) are clearly communicated to civilians 

    SPECIFIC OUTCOME 6 
    Provide a support service to victims and survivors of crime in the community. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Facilities that are accessible to the community are made available at the policing centre for victims and survivors of crime 
    ASSESSMENT CRITERION RANGE 
    Telephone, Private room
     

    ASSESSMENT CRITERION 2 
    Public notices of available facilities are clearly displayed to promote transparency within the service 

    ASSESSMENT CRITERION 3 
    Confidentiality is maintained by conducting interviews with victims/survivors in a private room and documents related to the interview and stored safely 

    ASSESSMENT CRITERION 4 
    Communication methodologies employed reflect sympathy and empathy in accordance with standard counselling practice 

    ASSESSMENT CRITERION 5 
    Respond timeously to victims call for service in accordance with organisational standard procedures 

    ASSESSMENT CRITERION 6 
    Victims satisfaction surveys are conducted through standard research procedures 
    ASSESSMENT CRITERION RANGE 
    Suggestion boxes
     

    ASSESSMENT CRITERION 7 
    Employees at policing centres are informed about this facilities at the centre and in the area 

    ASSESSMENT CRITERION 8 
    Employees at policing centres are informed about support services to victims and survivors 

    ASSESSMENT CRITERION 9 
    Employees are made aware and are educated regarding the Victim Empowerment Programs and relevant legislations 

    ASSESSMENT CRITERION 10 
    The Victim Empowerment program is supervised 

    SPECIFIC OUTCOME 7 
    Coordinate, maintain community relations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The concept of community relations is defined and understood as prescribed in accordance with organisational standard practise 

    ASSESSMENT CRITERION 2 
    Neighbourhood groups are established according to legislative procedures, policies and regulations 

    ASSESSMENT CRITERION 3 
    The groups are frequently visited and minutes are drawn on any event as prescribed in the policy guideline 

    ASSESSMENT CRITERION 4 
    Less crime is reported in the vicinity as reflected in crime statistics 

    ASSESSMENT CRITERION 5 
    Schools and churches are addressed on safety and security measures as prescribed by relevant Acts/policies 

    ASSESSMENT CRITERION 6 
    The media is used to address safety and security issues according to organisational policy 

    SPECIFIC OUTCOME 8 
    Develop interpersonal skills. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Written communication of police officials is inspected 
    ASSESSMENT CRITERION RANGE 
    Records, reports, statements
     

    ASSESSMENT CRITERION 2 
    Verbal communication by police officials is monitored 
    ASSESSMENT CRITERION RANGE 
    Telephonic contact, interviews with public, interactions with internal and external clients
     

    ASSESSMENT CRITERION 3 
    Members of the police are observed for active participation in meetings / work sessions with internal and external clients 

    ASSESSMENT CRITERION 4 
    Members of the police are observed for conflict resolution skills with internal and external clients 

    ASSESSMENT CRITERION 5 
    Members of the police are observed for adherence to ethical principles in dealing with the public and detainees 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
    2. Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant ETQA by SAQA.
    3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures

    The standard describes competent performance in doing physical techniques that will enhance their job performance, and lay down the criteria by which competence should be judged, as well as the range of circumstances in which competence should be demonstrated. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A comprehensive understanding of the relevant legislation, licensing requirements and procedures and practices.
  • A broad understanding of project management principles in the maintenance of good relations with internal and external clients, CPF policy, Concepts of community policing, Municipal by-laws, Local cultural literacy, Community profile, Environmental set-up, Inter-personal relations and Community skills
  • A comprehensive understanding of the need for the maintenance of good relations with internal and external clients
  • A basic understanding of project management principles 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems related to the achievement of relevant results and identified competencies. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that all requirements are met in achieving competence in the overall outcome of the maintenance of good relations with internal and external clients. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organize and critically evaluate information related to the maintenance of good relations with internal and external clients that these are accurately interpreted into application performance standards. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in the maintenance of good relations with internal and external clients maintenance of good relations with internal and external clients. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    UNIT STANDARD NOTES 
    Integrated assessment methods and tools will allow the candidate to demonstrate that she/he has acquired knowledge of and can safely and effectively apply competence identified in this unit standard.

    These tools include the following:
  • In-site (on-the-job) observations
  • Role-play simulations
  • Structured group discussions
  • Written reports (e.g. tests, exams, case studies, projects, registers, logbooks, workbooks)
  • Verbal report backs (presentations)
  • Portfolios of evidence
  • Projects (physical visits to Government Departments)
  • Experiential learning
  • Working in teams
  • Scenario sketching

    These methods must be carefully selected based on the purpose of the assessment (For example, the written method of assessing knowledge or on-job demonstration of practical competence). The assessment must integrate a number of different methods in order to give the assessor reliable and valid proof of competence and evidence of required attitudes.

    Supplementary information

    Specified requirements
    Specified requirements include legal and legislative specific requirements and are contained in one or more of the following documents:

    Legal
    SA Police Act
    Constitution of South Africa
    A glossary of terms about the terminology of
    Context specific
    User manuals supplied manufacturers
    Organizational procedures and requirements
    Specifications, agreements and policies and procedures

    Credits
    Total hours required by the learner to achieve the required outcomes:

    Activity and Hours
    Classroom learning 24 hours
    Structured learning in the workplace learning 11 hours
    Self directed learning 15 hours
    Coaching required 10 hours
    Other
    Total 60 hours

    Credits achieved: 6 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49598   National Diploma: Paralegal Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SAS SETA 
    Core  48865   National Diploma: Policing  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered"     		 2007-12-02  Was SAS SETA until Last Date for Achievement 
    Fundamental  58579   National Diploma: Air Traffic Control  Level 6  NQF Level 06  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 
    Elective  50418   National Certificate: Immigration Law Enforcement  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered"     		 2009-06-29  Was PSETA until Last Date for Achievement 
    Elective  50419   National Certificate: Port Control and Admissions  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered"     		 2009-06-29  Was PSETA until Last Date for Achievement 
    Elective  58601   National Certificate: Land Transport Planning  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  LG SETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.