Required skills

Basic customer service in relation to obtaining information

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Lowlevel decision making skills

Ability to convey meaning clearly concisely and coherently

Literacy skills in regard to basic workplace documentation

Use of various recording and reporting media

Plain English literacy and communication skills in relation to dealing with clients and colleagues

Telephone answering skills

Computer use and email receipt and response skills

Required knowledge

Basic knowledge of acceptable work practices and working environment

Basic office procedures

Basic understanding of organisational systems

Organisational guidelines on communications response times and protocols

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

Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements clarify and document client information and refer to correct area of responsibility for action

To demonstrate competency in this unit the person will require access to

Personal computer

Incoming and outgoing telephone facilities

Email and word processing facilities

Context of and specific resources for assessment

The breadth depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear There would generally be limited complexity in the range of operations to be applied

Assessment must ensure

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic

Applications may include some complex or nonroutine activities involving individual responsibility or autonomy andor collaboration with others as part of a group or team

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

Guidance information for assessment

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

ICAWB Work effectively in an IT environment

ICAW2001B Work effectively in an IT environment

ICAWB Communicate in the workplace

ICAW2002B Communicate in the workplace

ICAWB Work individually or in a team to achieve organisational goals

ICAW2011B Work individually or in a team to achieve organisational goals

An individual demonstrating this competency would be able to

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

Organisational guidelines may include but are not limited to:

Culturaldifferences may include but are not limited to:

Organisational requirements may include but are not limited to:

Written communication

Equipment may include but is not limited to:

Client may include but is not limited to:

Documentationand reports