CiLCA LO1: How to Evidence Client Interaction & Communication (With Real Examples)
Learning Outcome 1 requires you to demonstrate client interaction and communication skills. This is one of the first LOs clerks tackle, and also one of the most misunderstood.
What Does LO1 Actually Mean?
The formal definition: Interact with and communicate with clients, either face to face, by telephone or in writing, in accordance with relevant organisational policy and procedure.
In plain English: Show that you can talk to people professionally and clearly represent your council.
Your council has policies about how to handle resident enquiries. LO1 is asking: can you follow those policies and communicate effectively?
What Evidence is Acceptable?
✓ Strong Evidence
- Emails to residents (with any personal details redacted) showing you answered a question clearly
- Minutes from a meeting you attended where you communicated on behalf of the council
- Resident complaint response you drafted and sent
- Council notice or communication you helped create
- Witness statement from your manager confirming you handle client contact professionally
✓ Acceptable Evidence
- Email screenshots (anonymised, showing sender/recipient/topic, not necessarily full chain)
- A copy of your council's customer contact policy plus a brief reflection (200 words) on how you follow it
- Notes from shadowing/training on your council's communication standards
- Your job description + evidence you do the things listed
✗ NOT Acceptable
- "I answer emails every day" (too vague)
- A single email with no context
- Evidence from a previous job at a different type of organisation
- Screenshots without dates or anonymisation
Real Example Portfolio Entry
What the clerk submitted:
- Three anonymised emails (with only "[Resident Name]" and date/subject visible)
- Email 1: Resident asking about planning application timescales → clerk explained the process clearly
- Email 2: Resident complaint about pothole → clerk acknowledged concern and explained next steps
- Email 3: Resident requesting meeting minutes → clerk provided documents
- A 150-word reflection: "These emails show how I apply our Customer Contact Policy (attached). I listen to residents, provide clear explanations, and follow our procedures for escalation and documentation."
Why this worked: Clear, specific, directly addresses the LO.
Common Mistakes
Mistake 1: Submitting too much evidence
You don't need 20 emails. Three good examples are stronger than 20 average ones.
Mistake 2: Including identifiable resident information
Always redact names, addresses, and specifics. Assessors don't need to know which resident or what project—just that you can communicate professionally.
Mistake 3: Evidence from another council or employer
CiLCA assessors want evidence of your current council's practices. If you moved jobs, focus on your current role.
Mistake 4: Vague reflection
Don't just say "I do this every day." Explain how your evidence matches the Learning Outcome. Show you understand what you're being assessed on.
The Checklist
Before submitting your LO1 evidence, ask:
- [ ] Is resident/personal information redacted?
- [ ] Do my examples show I communicated professionally?
- [ ] Is there a clear reflection linking my evidence to the LO?
- [ ] Did I follow my council's policies?
- [ ] Could someone outside my council understand what happened?
If you can tick all five, you're ready to submit.
Want a complete guide to all 30 Learning Outcomes with worked examples? → CiLCA Portfolio Evidence Pack (£29)
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