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Elements and Performance Criteria

1. Receive and process request for information
   • Document request using appropriate recording system
   • Confirm client identity and other party’s right to receive information
   • Clarify client needs and establish relevant criteria in consultation with designated person to ensure client needs are met
   • Research and identify appropriate response methods and format
   • Forward request for information to others where appropriate
2. Identify information sources
   • Identify and research relevant sources and locations of information
   • Obtain access to identified sources
   • Resolve problems with accessing information promptly and efficiently
3. Prepare to extract information
   • Locate and extract information relevant to particular request
   • Discuss and implement resolutions to problems in accessing information with designated person where appropriate
   • Copy extracted information according to organisation’s security and confidentiality procedures
   • Maintain integrity of content/information
4. Ensure information meets request
   • Analyse, evaluate and edit extracted information to fit client needs
   • Combine different types of information, where appropriate, to provide response to request
5. Compose report or correspondence
   • Develop plan and synopsis for report or correspondence
   • Write report or correspondence using clear and concise language
   • Check spelling, punctuation and grammar, and amend where necessary
6. Prepare to format report or correspondence
   • Format report or correspondence according to organisation’s requirements, policies and procedures
   • Check report or correspondence for accuracy and to ensure that intended meaning will be readily understood by recipient
7. Finalise report or correspondence
   • Arrange review and sign-off of report or correspondence with designated person within designated timelines
   • 7.2 Apply organisation's information-recording procedures
   • Forward report or correspondence to client