Required skills

highly developed communication skills to

determine and confirm information using questioning and active listening as required

relate effectively to customers

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

welldeveloped numeracy and IT skills to

perform calculations related to achieving required outcomes

use investigative tools such as cameras recorders

use computer applications word processing spreadsheet database specific purpose computer systems to assist in achieving required outcomes

access and update records electronically

access web based information services

well developed literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

learning skills to maintain knowledge of changes to compliance legislation and requirements

problem solving skills to identify any issues that have the potential to impact on work outcomes and to develop options to resolve these issues when they arise

selfmanagement skills for complying with ethical legal and procedural requirements research and analysis skills for accessing and interpreting relevant information

organisational skills including the ability to plan and sequence work

Required knowledge

appropriate investigation methods including

interviews

surveillance

internet research

how to establish the authenticity of document

observation

industry codes of practice

organisation policy and procedures

relevant legislation and regulations particularly the Privacy Act

report writing conventions

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

interpret and comply with relevant legislation and regulatory requirements

implement investigation methodologies

apply comprehensive understanding of the industry sector and all legal obligations and organisation procedures in relation to investigating claims

produce complete and accurate investigation reports

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to organisation records

access to organisation policies and procedures

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios

Guidance information for assessment

The brief may include:

Subject matter may include:

Methods of investigation may include:

Investigations may include:

Data and information collected may include:

Comprehensive reports may include:

Reporting guidelines may include:

The nominated person may include: