This section describes the essential skills and knowledge and their level, required for this unit.
Required knowledge and understanding include:
commonwealth, state and territory anti-discrimination legislation and regulations
communication techniques, including:
active listening to clarify and confirm understanding
appropriate body language
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
feedback to confirm understanding of needs
flexibility and a willingness to negotiate
language that is:
accurate, articulate and concise
positive, confident and cooperative
verbal or non-verbal
presenting options and consequences
reflection
summarising and paraphrasing to check understanding
disability awareness
efficient and effective customer service
how to source and access documentation to meet the requirements of the relevant standards, codes and legislation
industry codes of practice and ethics
limitations of work role, responsibility and professional abilities
organisational and professional procedures and business standards
principles of the communication process
processes for recording data and administering records
relevant commonwealth, state and territory legislation applying to the specific area of work e.g. building legislation, codes and Australian standards
writing reports and other workplace documentation.
Required skills and attributes include:
analytical skills to:
interpret and apply legislative requirements pertaining to disability access
interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment
interpret how the full range of environmental barriers impacts on people with disabilities (who may have any of many impairments)
evaluate the information and advice needs of clients and other stakeholders
application skills to:
apply relevant codes of practice and other legislative requirements to work processes
apply disability awareness to work processes
communication skills to:
be culturally aware and use language sensitively
consult effectively with clients and colleagues
exercise control of tone of voice and body language
explain clearly information on issues relating to the provision of access
impart knowledge and ideas through oral, written and visual means
lead discussion to determine client and other stakeholder concerns and identify client needs
practise reflection
present options and explain consequences
provide constructive feedback
seek feedback to confirm understanding of needs
summarise and paraphrase to check understanding
use active listening to clarify and confirm understanding
use effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
use effective telephone techniques
use language that is:
accurate, clear and concise
positive, confident and cooperative
use questioning effectively to clarify understanding
interpersonal skills to:
relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities
provide advice in a sensitive and appropriate manner
facilitate change for greater awareness of disability access
analyse own work practices and process outcomes critically
adapt to new workplace situations
literacy skills to:
assess and use workplace information
produce accurate and legible reports and other forms of written communication
read and record data
process written and verbal information
numeracy skills to:
perform basic calculations related to the job
organisational skills to:
collect, organise and collate information
implement organisational policies and procedures
respond to requests from clients and other stakeholders
respond to customer service expectations
prepare and administer documentation
report-writing skills to:
prepare access reports to meet the contractual requirements of the client
prepare access reports that meet organisational requirements
teamwork skills to:
work effectively with other people
technical skills to:
facilitate meetings
use conflict resolution techniques
technology skills to:
apply information technology and computer skills to prepare working documentation and materials for presentation.