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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to analyse information and data

communication skills to

communicate with staff and stakeholders

use questioning and listening skills to understand and resolve issues raised

interpersonal skills to

establish rapport and build relationships with customers team members and stakeholders

establish relevant networks

literacy skills to

prepare and compile statements and reports on complex concepts and ideas

write and interpret instructions

numeracy skills to test assumptions taking the context of data and circumstances into account

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas

problemsolving skills to find innovative solutions to problems that arise

problemsolving skills to find innovative solutions to problems that arise

risk assessment and management skills to

cover problems and challenges that may arise

monitor an organisations compliance with service level targets

selfmanagement skills to

manage self and others

seek learning and development opportunities

technology skills to organise manage and analyse data

Required knowledge

benchmarking principles

customer expectations and processes for determining customer satisfaction with level of service

industry standards best practice and regulatory requirements for service levels

organisational structure and key stakeholders

information types and their sources

procedures and security measures for accessing storing retrieving and sharing data from databases

range of contact data available and technology functionality and reporting capability

rights of individuals in relation to statement compilation

use of evidence of contact recording technology

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

collate information in area of responsibility

demonstrate knowledge of statutory regulatory and legislative requirements with regard to data interrogation

manage and train personnel

Context of and specific resources for assessment

Assessment must ensure access to

information and databases for analysis activities

relevant legislation standards and guidelines

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

review of statements or recording of details of calls

review of compliance with statutory regulatory legislative and organisational requirements

oral andor written questioning to assess knowledge of storage and disposal of information

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.

Information sourcesmay include:	community groups community leaders crime, accident or incident scenes customers fellow staff general public individuals information databases local government local media schools specific target groups, in the case of opinion polls and surveys.
Informationmay include:	addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings and matters.
Analysismay include:	causative or predictive descriptive or explorative quantitative and qualitative or both.
Analysis methodologymay include:	biographical analysis comparative analysis Delphi technique demographic or geographic analysis historical analysis hypothesis development link analysis scenario generation.
Analysis processesmay include:	deductive: beginning with a hypotheses and testing it; lateral, critical or creative processes inductive: interpreting raw information, identifying trends or patterns, and testing them using problem-solving techniques and decision making.
Reduced informationmay include:	charts diagrams lists summaries tables.
Reduction and description processesmust include:	consideration of balance critical evaluation of additional information collection objectivity testing of logical reasoning.
Supervisory processesmay include:	delegating implementing monitoring overseeing planning reviewing targeting.
Time availablemay include:	consideration of contingencies consideration of past experiences experience of operatives methods to be employed resources and equipment to be used.
Trainingmay include:	computer-based training contracted training activity demonstration formal training on-the-job training reading role play vendor training.