Required skills

communication skills to interact effectively in an intercultural context with clients coworkers team members and other stakeholders to effectively communicate crossculturally with clients to clarify information through discussion and feedback with clients and other stakeholders including team members

initiative and enterprise skills to work effectively within the organisations client services policy and according to established procedures for information provision to identify areas for improvement in own work performance and to adjust work practices to deal with change and contingencies that arise when conducting client services and information provision activities

learning skills to understand and comply with legislative and regulatory requirements relating to information provision in an international education environment

literacy skills to record information on updated government regulations and guidelines to refer to relevant legislative and regulatory frameworks

numeracy skills to complete orders for supply of information

problemsolving skills to access information and resources for information provision to distinguish between problems that can be solved within work role authority and those that must be passed on to supervisors or managers

planning and organising skills to maintain supplies of material and plan own daily work schedule in accordance with job role

selfmanagement skills to provide requested information under the approval of supervisor and according to job role and organisational procedures

technology skills to efficiently use a computer and other office equipment to access information produce documents and communicate

Required knowledge

client services information provision job roles in an international education organisation

information organisation maintenance and provision in international education organisations including legislative and regulatory compliance issues

organisational policies and procedures

quality client services policy principles and practices for providing information to internal and external clients of an international education organisation

types and purpose of client information requirements

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 following is essential

performing client information services work role duties and tasks within international education organisational policy guidelines and following established client services procedures

knowledge of relevant legislative and regulatory compliance issues

Context of and specific resources for assessment

Assessment must ensure

access to opportunities to participate in a range of practical exercises and projects

access to relevant documents

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 third party workplace reports of onthejob performance by the candidate

evaluation of supervisors reports on how the candidate provides information to clients

analysis of projects case studies completed records and reports developed by the candidate

review of records of requests for information from internal or external clients

evaluation of maintenance of material stocks and response to shortfalls

review of assembledmaterial provided to clients

evaluation of followup carried out to gauge client satisfaction regarding information provision

oral or written questioning to assess knowledge of organisational policies and procedures

observation of providing information to individual clients and client groups

Guidance information for assessment

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

other educational administration units

Information may include:

Clients may include:

Organisational policies and procedures may include:

Relevant legislative and regulatory requirements may include:

Relevant personnel may include: