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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
Communication techniquesmay include: | active listening being respectful and non-discriminatory to others control of tone of voice and body language demonstrating flexibility and willingness to negotiate interpreting non-verbal and verbal messages maintaining professionalism phone technique providing and receiving constructive feedback questioning and paraphrasing to clarify and confirm understanding use of appropriate body language use of communication appropriate to cultural differences use of positive, confident and cooperative language use of two-way communication. |
Social and cultural differencesmay be expressed in: | age beliefs, values or practices cognitive ability conventions of gender or sexuality cultural stereotypes dress food or diet language religious and spiritual observances social conventions traditional practices and observations. |
Professional conductmay relate to: | non-aggressive communication or body language own attitude and behaviour personal dress appropriate to work assignment personal grooming appropriate to work assignment use of appropriate language to engage minority groups. |
Organisational requirementsmay relate to: | access and equity policies, principles and practices business and performance plans client service standards code of conduct, code of ethics communication and reporting procedures complaint and dispute resolution procedures emergency and evacuation procedures employer and employee rights and responsibilities methods for communication with diverse clients including young people Occupational Health and Safety (OHS) policies, procedures and programs own role, responsibility and authority personal and professional development privacy and confidentiality of information quality assurance and continuous improvement processes and standards resource parameters and procedures roles, functions and responsibilities of security personnel storage and disposal of information. |
Legislative requirementsmay relate to: | applicable commonwealth, state or territory legislation which affects security work such as: workplace safety environmental issues equal employment opportunity industrial relations anti-discrimination and diversity Australian standards and quality assurance award and enterprise agreements evidence collection freedom of information licensing arrangements and certification requirements privacy requirements relevant industry codes of practice trade practices use of force Young Offenders Act. |
Client service may relate to: | dealing with conflict efficient use of resources handling and recording complaints meeting agreed timelines meeting allocated duties and responsibilities meeting budget and agreed costs professionalism and conduct regular communication and reporting. |
Security servicesmay include: | control room monitoring. controlling exit from and access to premises crowd control escorting people or property guarding monitoring centre operations routine security monitoring of premises or property screening of property or people. |
Assignment instructionsmay relate to: | assignment objectives and timeframes back-up support or assistance client identification and information details communication equipment and procedures instructions from client, supervisor or colleagues legislative requirements relating to work tasks OHS including use of personal protective equipment procedures in the event of communication loss resource and equipment needs site layout including access points use of force use of workplace documentation verbal and non-verbal reporting work schedules including budget work tasks and procedures. |
Conflict situationsmay relate to: | availability cash flow crowds delivery insurance, time penalties, disputes limited access to assistance and resources own skills and knowledge problems with security or communication equipment restricted site access risks and hazards vehicles weather and environment conditions. |
Reporting instructionsmay relate to: | adherence to organisational requirements areas of conflict completion of work activities or milestones compliance with legislative requirements existence of security incidents, risks or hazards need for resources or assistance variance to agreed assignment verbal reporting written reporting using electronic equipment or standard documentation. |
Personal limitationsmay relate to: | being unsure of best method to complete task compliance with OHS requirements current competence level difficulties in meeting timelines inability to fulfil own role and responsibilities licensing requirements personal values and their impact on client service and work performance technical expertise understanding of assignment instructions understanding of legal requirements. |
Relevant personsmay include: | client including young people colleagues supervisor support services or agencies (eg emergency services) technical security specialists. |
Special needs or requirementsmay relate to: | control of exit from and access to premises crowd control escort of people and property non-routine information or service provision screening of property and people urgent requirements victims of trauma or torture young people. |
Reportingmay include: | completing documentation such as logs, journals and activity reports completing police reports completing written and computer reports contacting designated personnel recording security risk and incident details requesting security assistance verbal reporting to client or supervisor. |