Elements and Performance Criteria
- Process a request for information on issues and policies
- Request is documented using the appropriate recording system.
- Relevant notes are recorded from dialogue with the client and from correspondence.
- Approval to access information is sought and obtained and requests forwarded where appropriate.
- Client is actively listened to and questioned appropriately to clarify and elicit information provided.
- Identify sources and extract information
- Relevant sources and locations of information are identified, accessed and researched.
- Clear sequenced oral instructions are provided to colleagues required for assistance.
- Workplace policies and documentation relevant to the request are evaluated.
- Information relevant to the particular request is located and extracted and copied.
- Alternative methods to locate identified gaps in information.
- Evaluate information for meeting client request
- Prepare and finalise report
- Report is developed, written, formatted and proofed according to enterprise policies and procedures.
- Report is checked for accuracy and intention.
- Review and sign off of report is arranged with designated person where required.
- Record of report/correspondence is made.
- Report/correspondence is forwarded to client.