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Elements and Performance Criteria

  1. Respond to client inquiry regarding access advice on service provision.
  2. Prepare to provide access advice.
  3. Research project context.
  4. Identify legislation applicable to project.
  5. Provide advice to client on service provision.
  6. Prepare access report on service provision.
  7. Finalise access report on service provision.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Access arrangements must include:

access and egress points

keys, passes and security clearances

timing of access

work health and safety (WHS) requirements, including required personal protective equipment (PPE).

Contact personmust include at least one of the following:

identified project contact

site manager

site owner

site supervisor.

Information on client’s business must include:

client’s business operations and premises

services offered by client, including:

nature of services

known use of services by customers with disabilities, and frequency of that use

staff profiles.

Customer profile data must include:

information on client’s customer base, including:

existing customers

range of potential customers

changing nature of potential customer base.

Commonwealth, state and territory legislation must include:

legislation relating to educational services, building and transport

DDA.

Advice must:

be written or oral

include referral to other experts or sources of information.

Obligations under legislation, regulations and standards must include those represented in:

commonwealth, state and territory legislation that affects organisational operation and services, including:

anti-discrimination

building

environmental

equal employment opportunity

industrial relations

WHS

Australian standards, including AS1428 Design for access and mobility

DDA

local government regulations and by-laws

quality assurance and certification requirements

trade practices laws and guidelines.

Suggested training programs must include:

information on:

client and staff rights and obligations under legislation

service users’ rights and obligations under legislation.

Report content must include:

advice for clients on their rights and obligations under legislation relating to disability access

conclusions and recommendations that are clearly supported by information gathered and verifiable evidence

attachments containing supporting documentation that is relevant and consistent with references made in body of report.

Required persons must include:

another member of access team

business partner or colleague.

Performance Evidence

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also provide access advice to two different clients in regard to their organisation’s compliance with legislative and regulatory requirements for the provision of service, ensuring that an access report is provided for each set of advice that:

identifies non-compliance in the provision of adequately accessible services

provides practical and effective advice on how to address identified areas of non-compliance to meet legislative requirements and business objectives

meets contractual arrangements.

In preparing each of the above service provision access reports, the person must:

identify, interpret and apply legislative and regulatory requirements relating to disability access, including those of the Disability Discrimination Act (DDA), and evaluate the provision of services by each of the above clients in relation to those requirements

use effective interpersonal skills and communication techniques to facilitate the exchange of ideas and information on issues relating to the provision of services

apply organisational policies and procedures, including quality assurance requirements

use research skills to:

identify client business operations, nature of services provided, and related documentation

source information to assist in developing potential solutions to the provision of adequate access

use measurement tools correctly and record collected data accurately.

In providing access advice in each of the above service provision access reports, the person must:

interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual’s ability to access the service

interpret how the full range of environmental barriers impacts on people with a range of disabilities and impairments

apply and adhere to work health and safety (WHS) regulations, policies and processes applicable to workplace operations

use business equipment effectively to prepare and present reports in required format

provide final version report and documentation of supporting evidence for advice given, within required timeframe and according to organisational requirements.

Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

key access obligations in regard to an organisation’s provision of services under the legislation, regulations and standards specified in the range of conditions

organisational requirements for providing access advice, including:

access and equity policy, principles and practices

client service standards

code of conduct and code of ethics

client privacy and confidentiality requirements

communication channels and reporting procedures

complaint and dispute resolution procedures

compliance with applicable legislation, codes and standards

compliance with applicable legal policies and guidelines relating to the provision of access advice

policies and procedures relating to own role, responsibilities and delegation

procedures for writing and recording service provision access reports, including required:

content

format, style, and structure

presentation

quality assurance requirements

records and information management systems and processes

disability awareness to inform service provision access report, including:

range of disabilities to be considered when providing access advice on service provision

disability-specific physical barriers to access

disability-specific minimum requirements for enhancing accessibility of service provision

key principles and techniques associated with consultation processes

limitations of own work role, responsibility and professional abilities with regard to above service provision access reports

processes for interpreting documentation relating to service provision access

WHS procedures, including procedures for:

identifying hazards and controlling risks associated with work

selecting and using required personal protective equipment (PPE).