1. Communicate effectively with clients and other stakeholders.
   • The information needs of clients and other stakeholders are explored and assessed with empathy and in accordance with organisational requirements.
   • Information is accessed from appropriate sources and reviewed for compliance requirements in accordance with relevant standards, codes and legislative requirements.
   • Information is provided to clients and other stakeholders in a clear, accurate and appropriate manner using effective interpersonal skills and communication techniques in accordance with legislative and organisational requirements.
   • Reports are prepared for clients and other stakeholders in a timely and appropriate manner in accordance with organisational requirements.
   • Meetings are arranged with clients and other stakeholders to facilitate the provision and/or exchange of information and advice.
2. Communicate effectively with others in the work environment.
   • Requests for information from clients, colleagues and other stakeholders are responded to in a prompt and positive manner and in accordance with organisational requirements.
   • Conflict between clients and other stakeholders is resolved by negotiation in accordance with organisational requirements.
3. Maintain workplace records and documentation.
   • Reports, client records and other workplace documentation are prepared and completed legibly and promptly in accordance with client and organisational requirements.
   • Advice and information that comply with relevant standards, codes and legislative requirements are included in reports, client records and other workplace documentation.
   • Reports, client records and other workplace documentation are recorded, retained and stored in accordance with legislative and organisational requirements.

This section describes the essential skills and knowledge and their level required for this unit

Required knowledge and understanding include

commonwealth state and territory antidiscrimination legislation and regulations

communication techniques including

active listening to clarify and confirm understanding

appropriate body language

constructive feedback

control of tone of voice and body language

culturally awaresensitive use of language and concepts

effective presentation aids eg audiovisual slides diagrams photographs and pictures

feedback to confirm understanding of needs

flexibility and a willingness to negotiate

language that is

accurate articulate and concise

positive confident and cooperative

verbal or nonverbal

presenting options and consequences

reflection

summarising and paraphrasing to check understanding

disability awareness

efficient and effective customer service

how to source and access documentation to meet the requirements of the relevant standards codes and legislation

industry codes of practice and ethics

limitations of work role responsibility and professional abilities

organisational and professional procedures and business standards

principles of the communication process

processes for recording data and administering records

relevant commonwealth state and territory legislation applying to the specific area of work eg building legislation codes and Australian standards

writing reports and other workplace documentation

Required skills and attributes include

analytical skills to

interpret and apply legislative requirements pertaining to disability access

interpret the impacts of the full range of disabilities and the limitations that each disability places on the individuals ability to access the environment

interpret how the full range of environmental barriers impacts on people with disabilities who may have any of many impairments

evaluate the information and advice needs of clients and other stakeholders

application skills to

apply relevant codes of practice and other legislative requirements to work processes

apply disability awareness to work processes

communication skills to

be culturally aware and use language sensitively

consult effectively with clients and colleagues

exercise control of tone of voice and body language

explain clearly information on issues relating to the provision of access

impart knowledge and ideas through oral written and visual means

lead discussion to determine client and other stakeholder concerns and identify client needs

practise reflection

present options and explain consequences

provide constructive feedback

seek feedback to confirm understanding of needs

summarise and paraphrase to check understanding

use active listening to clarify and confirm understanding

use effective presentation aids eg audiovisual slides diagrams photographs and pictures

use effective telephone techniques

use language that is

accurate clear and concise

positive confident and cooperative

use questioning effectively to clarify understanding

interpersonal skills to

relate to people from a range of social cultural and ethnic backgrounds and with a range of physical and mental abilities

provide advice in a sensitive and appropriate manner

facilitate change for greater awareness of disability access

analyse own work practices and process outcomes critically

adapt to new workplace situations

literacy skills to

assess and use workplace information

produce accurate and legible reports and other forms of written communication

read and record data

process written and verbal information

numeracy skills to

perform basic calculations related to the job

organisational skills to

collect organise and collate information

implement organisational policies and procedures

respond to requests from clients and other stakeholders

respond to customer service expectations

prepare and administer documentation

reportwriting skills to

prepare access reports to meet the contractual requirements of the client

prepare access reports that meet organisational requirements

teamwork skills to

work effectively with other people

technical skills to

facilitate meetings

use conflict resolution techniques

technology skills to

apply information technology and computer skills to prepare working documentation and materials for presentation

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

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 in the performance criteria is detailed below. Add any 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.