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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to research identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and build relationships with customers

literacy skills to read interpret and record information

numeracy skills to read validate and calculate data and information

problemsolving skills to analyse and resolve issues with information systems

problemsolving skills to analyse and resolve issues with information systems

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to use organisational information systems

Required knowledge

computer and system troubleshooting principles

enterprise business systems and operating platforms relevant to role

enterprise policies procedures and guidelines regarding the use and security of information systems

social networking websites including Facebook and Myspace

escalation process for reporting information technology issues

Evidence Required

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

Overview of assessment

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

Evidence of the ability to

apply checks to ensure data is captured and errors are rectified according to established procedures

demonstrate knowledge of enterprise policies procedures and guidelines regarding the use and security of information systems

navigate systems to locate required information

Context of and specific resources for assessment

Assessment must ensure access to

relevant standards and guidelines for use of systems

workplace information and data

quality assurance and system user error reports

troubleshooting reports and escalation reports

work environment to observe operation of systems

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

direct observation of use of systems

review of data entry

feedback from quality assurance program

review of performance management reports

oral andor written questioning to assess knowledge of systems and organisational security and operational requirements

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Range Statement

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.

Log onmay include:	complying with information technology security protocols logging into telephone system opening most frequently used applications turning on computer equipment username and passwords to access information systems.
Information systemsmay include:	billing systems databases internet intranet telephone systems.
Manage use of information systems may include use of:	bookmarks decision support system office automation system transaction processing systems.
Customermay include:	colleague internal or external customer of the organisation user, purchaser or beneficiary of a service, product or process.
Informationmay include:	details required from core business systems or other sources in order to complete a transaction or process specific details requested by a customer or others.
Errorsmay include:	corrupt data data in incorrect fields inaccurate data untimely entry of data.
Stakeholdersmay include:	information technology department or help desk marketing department owners of database or system team leader or manager training department.