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: 

Establish and maintain internal and external client relations within a public service context 
SAQA US ID UNIT STANDARD TITLE
123506  Establish and maintain internal and external client relations within a public service context 
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 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 will enable learners to offer professional services to internal and external clients. The provision of client relations entails interaction with a range of internal and external clients. The provision of quality services will depend on the ability of the learner to establish and maintain client relations with internal and external role-players.

Qualifying learners will be able to:
  • Explain the relationship between public service communication and client behaviour.
  • Apply internal and external client service techniques.
  • Apply client service techniques to high-risk client relations.
  • Analyse the role of a team member in the context of service provision. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Communication at NQF Level 4. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the relationship between public service communication and client behaviour. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Differing customer behaviour and characteristics are explained with examples. 

    ASSESSMENT CRITERION 2 
    Client service techniques are differentiated in terms of their application to internal and external customers. 

    ASSESSMENT CRITERION 3 
    Client service techniques are selected according to differing client types in order to ensure communication. 

    ASSESSMENT CRITERION 4 
    Feedback and reporting processes are analysed in terms of their impact on client service in order to be communicated to internal and external role players. 

    SPECIFIC OUTCOME 2 
    Apply internal and external client service techniques. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Sources of communication difficulties and obstacles with internal and external clients are identified with examples. 

    ASSESSMENT CRITERION 2 
    Service provider's behavioural style is analysed in relation to client behaviour in structured scenarios. 

    ASSESSMENT CRITERION 3 
    A client service technique is selected and applied to suit the client service context, according to Batho Pele principles, in a structured scenario. 

    ASSESSMENT CRITERION 4 
    The importance of reporting feedback regarding the impact on the applied client service techniques is explained with examples. 

    SPECIFIC OUTCOME 3 
    Apply client service techniques to high-risk client relations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Client relations and service delivery information are collated and organised to identify high-risk areas of provision. 

    ASSESSMENT CRITERION 2 
    Communication techniques suited to high-risk client relations are analysed in relation to a specified organisations' operating procedures. 

    ASSESSMENT CRITERION 3 
    Actions and plans are designed in order to be deployed timeously. 

    SPECIFIC OUTCOME 4 
    Analyse the role of a team member in the context of service provision. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Principles of Batho Pele are analysed in terms of dealing with internal and external clients in a public service context. 

    ASSESSMENT CRITERION 2 
    Rights of clients are examined in the context of service provision in accordance with the South African Constitution and Batho Pele principles. 

    ASSESSMENT CRITERION 3 
    Organisational values and ethics are evaluated in terms of the role of team members in service delivery. 

    ASSESSMENT CRITERION 4 
    Contingency plans are developed to address delivery challenges which confront team members in terms of service delivery. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any institution offering learning that will enable achievement of this Unit Standard and the related Exit Level Outcomes of the Qualification must be accredited by the relevant ETQA.
  • External Moderation of assessment will be overseen by the relevant ETQA at its discretion.
  • The accredited Training Provider will oversee internal moderation of assessment.
  • Internal and external moderation should encompass achievement of competence described in this Unit Standard as well as the integrated competence described in the Exit Level Outcome of the Qualification. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Client service techniques.
  • Communication techniques.
  • Batho Pele principles.
  • Department of Home Affairs code of conduct.
  • Home Affairs Departmental policies and procedures.
  • Public Service Act.
  • Administrative Justice Act. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems associated with establishing and maintaining internal and external client relations using responsible decision-making and creative thinking. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team of the Home Affairs Department on a daily basis to establish and maintain internal and external client relations. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in establishing and maintaining internal and external client relations to the benefit of citizens, foreigners and the Home Affairs Department. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using appropriate modes of oral and/or written persuasion to establish and maintain internal and external client relations in the provision of Immigration Services. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world, as a set of related systems by recognising that problem solving in Immigration Services occurs in a variety of contexts. 

    UNIT STANDARD ASSESSOR CRITERIA 
  • Assessors must be registered as assessors with a relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Assessors must be in possession of a Qualification in Immigration Affairs or a related sub-field of Safety in Society at a minimum of NQF Level 6. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  50438   National Certificate: Immigration Services  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 


    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.