The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

accurately reviewing operational outcomes and presenting findings in a format suitable for review by relevant persons to determine client satisfaction with service delivery

facilitating review conferences and briefings for the regular and effective exchange of information and feedback to relevant persons

managing case plan implementation, including efficient expenditure and resource use, and modifying operations as required to meet changing circumstances and identified inefficiencies

systematically developing a flexible and adaptable case management plan based on an evaluation of security and risk assessment analyses, available resources and identified aims and objectives of the investigation.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to plain English version of relevant statutes and procedures

access to a registered provider of assessment services

access to a suitable venue and equipment

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency could be assessed using the following methods of assessment:

observation of processes and procedures

questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

This section describes the skills and knowledge and their level required for this unit.

Required skills

allocate and manage resources including budgetary, human and physical

apply reasoning and logical analysis to make decisions and solve problems

coaching to provide support to colleagues

communicate effectively in both verbal and written modes

facilitate feedback

make high level presentations

monitor and analyse case progress and review outcomes

negotiate, mediate and resolve conflicts

prepare investigation plans, tactical plans and resource bids

prioritise tasks and schedules

provide written reports and documentation

relate to persons from different social and cultural backgrounds and of varying physical and mental abilities

risk assessment

supervise, delegate and mentor individuals and teams

systematically plan, make decisions and set goals.

Required knowledge

access and deployment mechanisms to ensure optimal economy and efficiency in the use of human, physical and financial resources

conflict resolution techniques

contingency planning techniques

cultural protocols and systems

formal meeting processes

investigation principles and case management systems

legislation relevant to the jurisdictions involved in the investigation

operational budget and resource planning processes

organisational procedures and standards and corporate goals and objectives

principles of effective communication

security and risk assessment and management techniques

security issues and classifications

theory and practice of investigative case management.

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.

Legislative requirements may relate to:

Australian standards and quality assurance requirements

force continuum, use of force guidelines

general 'duty of care' responsibilities

inspection of people and property, and search and seizure of goods

licensing or certification requirements

privacy and confidentiality

relevant commonwealth, state and territory legislation, codes and national standards for:

anti-discrimination

cultural and ethnic diversity

environmental issues

equal employment opportunity

industrial relations

Occupational Health and Safety (OHS)

relevant industry codes of practice

surveillance

trespass and the removal of persons

use of listening and recording devices.

Organisational requirements may 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

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

surveillance.

Relevant personsmay include:

client

industry or other relevant contacts

industry and government agencies

investigation managers

investigation staff

security personnel.

Case management planmay include details of:

costings

integration of relevant stakeholder expertise and other service deliverers

negotiated and agreed goals and operational processes

processes for monitoring and changing case plan

range of strategies to address each goal

realistic and agreed indicators of success

relevant contacts

resource and equipment sources, availability, allocation and contingencies

rights and responsibilities of client

roles and responsibilities of all relevant personnel

strategies to deal with security risk situations.

Interpersonal techniques may involve:

active listening

being non-judgemental

being respectful and non-discriminatory

constructive feedback

control of tone of voice and body language

culturally aware and sensitive use of language and concepts

demonstrating flexibility and willingness to negotiate

effective verbal and non-verbal communication

maintaining professionalism

providing sufficient time for questions and responses

reflection and summarising

two-way interaction

use of plain English

use of positive, confident and cooperative language.

Feedbackmay be gained through:

participation in case conferences, meetings, briefings

recorded observations on progress on activities

regular communication with client and operatives

task update meetings, task appraisals, debriefing sessions.

Resourcesmay be:

equipment and physical

financial

human

information

intelligence (internal or external in source).

Valid methodsmay include:

client satisfaction surveys

comments from supervisors, colleagues or clients

formal and informal performance evaluations

informal discussions

workplace assessment.