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Elements and Performance Criteria

1. Access information.
   • Identify the need for information.
   • Request appropriate information.
   • Access information in accordance with procedures.
   • Comply with security procedures in accessing appropriate information.
2. Provide appropriate information.
   • Deal with enquiries promptly and courteously.
   • Establish details of enquiry by questioning and summarising.
   • Provide appropriate information relevant to enquirer's request.
   • Organise information clearly, concisely and logically.
   • Provide information in a form that is readily understood by others.
   • Provide information in a timely manner.
   • Redirect enquiries to relevant personnel for resolution where outside the operator's area of responsibility.
3. Give and follow routine instructions.
   • Give accurate, clear and concise instructions that are consistent with the skills of the receiver.
   • Ensure that interaction with others is efficient, effective, responsive, courteous and supportive.
   • Confirm that instructions are understood.
   • Follow prescribed and routine work related sequences.
4. Provide reports.
   • Complete all workplace reports clearly and accurately in accordance with procedures.
   • Report all relevant information clearly and concisely.

Required Skills

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

Competence includes the ability to

describe importance of workplace documentation in relation to job role

apply organization operational quality and safety policies and procedures

apply workplace codes such as numbers symbols signs colour and other codes

Language literacy and numeracy requirements

This unit requires the ability to read and interpret work instructions procedures operating manuals job card and other documents provided to operators

Writing is required to the level of completing workplace forms

Basic numeracy is required to the extent required by work instructions and procedures

Evidence Required

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

Overview of assessment

Assessment will occur on the job or in a simulated workplace In all cases it may be appropriate to assess this unit concurrently with relevant teamwork and communication units

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Competence must be demonstrated in the ability to provide and assess all required information and that the information provided both verbally and in writing is completed in a clear and concise manner that is easily understood by others and in accordance with workplace requirements

Consistent performance should be demonstrated For example look to see that

reports and records are completed accurately concisely and in accordance with procedures

all information is provided in an efficient effective courteous and timely manner

completion of shift handover log books and company production records conveys all relevant information

information sharing demonstrates effective communication processes such as turntaking participating in discussions and tolerating views of others in a way that contributes to the overall discussion

notes of discussion are prepared so that they can be clearly interpreted by the receiver

communication distinguishes between relevant and peripheral issues

Assessment method and context

Assessors must be satisfied that the person can consistently perform the unit as a whole as defined by the Elements Performance Criteria and skills and knowledge A holistic approach should be taken to the assessment

Competence in this unit may be assessed

by observation and questioning to indicate understanding

in a situation allowing the generation of evidence of the ability to respond to problems

by using a suitable simulation andor a range of case studiesscenarios

by a combination of these techniques

In all cases it is expected that practical assessment will be combined with targeted questioning to assess the underpinning knowledge and theoretical assessment will be combined with appropriate practicalsimulation or similar assessment Assessors need to be aware of any cultural issues that may affect responses to questions

Assessment processes and techniques must be culturally appropriate and appropriate to the oracy language and literacy capacity of the assessee and the work being performed

Reasonable adjustment of assessment tasks will be undertaken as required

Specific resources for assessment

This section should be read in conjunction with the Range Statement for this unit of competency Resources required include suitable access to an operating plant or equipment that allows for appropriate and realistic simulation A bank of case studiesscenarios and questions will also be required to the extent that they form part of the assessment method Questioning may take place either in the workplace or in an adjacent quiet facility such as an office or lunchroom No other special resources are required

Access must be provided to appropriate learning andor assessment support when required Where applicable physical resources should include equipment modified for people with disabilities

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Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. 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.

Where reference is made to industry codes of practice, and/or Australian/international standards, the latest version must be used.

Context

This competency applies to all work environments and sectors within the industry.

Procedures

All operations are performed in accordance with procedures.

Procedures include all relevant workplace procedures, work instructions, temporary instructions and relevant industry and government codes and standards.

Tools and equipment

This competency includes items of equipment such as:

telephone

two way radio

computer equipment.

Information sources and plant documentation may include:

operating procedures

work instructions

incident procedures

operating manuals

quality procedures

training program contents/materials

safety data sheets

job cards

maintenance logs

non compliance reports

incidence and accident reports

permits

schematics/process flows/engineering drawings.

Reports

Reports includes the following as appropriate to workplace requirements:

oral

written

electronic

handovers (giving/receiving).

Problems

Respond to routine problems means 'apply known solutions to a limited range of predictable problems'. Typical process and product problems may include:

difficulty in quickly locating information required

missing forms, logbooks etc.

conflicting work priorities

delays in reporting of information

information is inaccessible

absence of approver/ other signatories

breakdown of communication equipment.

Appropriate action for non-routine problems may be reported to designated person

or other action identified in the procedures.

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