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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Initiate contact with client
   • Apply all relevant legislation, codes, regulations and standards in resolution process
   • Receive and analyse enquiry to efficiently select initial course of action
   • Engage effectively with client to confirm initial referral details and propose initial course of action
2. Obtain information from multiple information systems
   • Identify information needs and sources of this information
   • Log on to and navigate relevant information systems efficiently
   • Record details of informant and enquiry in information systems according to enterprise requirements
   • Identify and verify information relevant to enquiry and its resolution with informant
3. Develop plan to resolve enquiry
   • Review critical information with informant and apply technical expertise to develop options for resolving enquiry
   • Consider all inputs and recommend course of action, including escalation
   • Negotiate suitable course of action with informant
   • Record details of course of action as required by enterprise information systems
4. Implement plan to resolve enquiry
   • Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions
   • Identify and initiate actions to be taken by technical support operator, informant or other parties
   • Contact informant to confirm success of planned actions
   • Record outcomes of resolution as required by information systems

Performance Evidence

Evidence of the ability to:

apply efficient computer usage to efficiently navigate relevant systems for the required information

use effective interpersonal skills to develop a plan of action to deal with the enquiry

develop agreement to resolve the enquiry

accurately document all dealings for future reference and follow up resolution effectively.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain a range of conflict resolution approaches

identify database and spreadsheet concepts

describe enterprise escalation policies and procedures

identify enterprise information systems

identify legislation, codes of practice and other formal agreements that directly impact on resolution processes

outline typical issues and challenges that occur when dealing with clients in a telecommunications environment.

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