List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Access and update information | 1.1 Source and access information on facilities and services available within the organisation 1.2 Share information with colleagues 1.3 Identify and use opportunities to update and maintain facility and service knowledge within scope of own role |
2. Provide customer service | 2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs 2.2 Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures 2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues 2.4 Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures |
3. Collect feedback on facilities and services | 3.1 Seek informal feedback on services from visitors 3.2 Observe visitor information and assistance requirements to inform organisational evaluation processes 3.3 Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities 3.4 Provide information on visitor feedback to appropriate colleagues using agreed means of communication |
Evidence of the ability to:
source information on organisational facilities and services
communicate information and assist visitors, including those with special needs, in a friendly, timely and culturally appropriate manner
respond effectively to multiple requests and different enquiries in a range of different visitor situations according to required procedures
collect formal and informal feedback from visitors on facilities and services and communicate it as required.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
describe key features of commonly used information systems within own organisation
outline key features of facilities, services and procedures for those with specific needs
outline procedures and practices to be followed when providing information about the organisation
outline safety and emergency procedures for visitors, colleagues and self
outline sources of information on an organisation’s facilities and services
explain visitor service standards in the organisation.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:
typical information storage systems
interaction with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational educational and training legislation, frameworks and/or standards.