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Elements and Performance Criteria

1. Process a request for information on issues and policies
   • Document the request using the appropriate recording system
   • Record relevant notes from dialogue with the client and from correspondence
   • Seek and obtain approval to access information and forward requests where appropriate
   • Listen actively to the client and question appropriately to clarify and elicit information
   • Follow enterprise work health and safety policies
2. Identify sources and extract information
   • Identify, access and research relevant sources and locations of information
   • Provide clear sequenced verbal instructions to colleagues who require assistance
   • Evaluate workplace policies and documentation relevant to the request
   • Locate and extract information relevant to the particular request
   • Use alternative methods to locate identified gaps in information
3. Evaluate information for meeting client request
   • Evaluate information for its validity and reliability and appropriateness to the client request
   • Engage client in effective dialogue to clarify indistinct or incorrect information
   • Obtain additional information if available information is inadequate, unclear, conflicting or incorrect
4. Prepare and finalise report
   • Develop, write, format and proof read report
   • Check report for accuracy and intention
   • Arrange report’s review and sign off with designated person where required
   • Make a record of report and correspondence
   • Forward report and correspondence to client

Range Statement

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Performance Evidence

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

process a request for information

access information to respond to a request

collate information to deal specifically with the request

prepare a response using chosen media

maintain a record of the information provided and file for future reference

use industry standard terminology.

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Knowledge Evidence

The candidate must demonstrate knowledge of:

workplace policies and documentation on local, regional, state and national issues

relevant workplace documentation on international treaties, agreements and charters

types of information sources

methods and means of accessing and extracting the required information

methods of validating information

types of reports and their uses.

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