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Elements and Performance Criteria

  1. Assess the request for information and/or advice
  2. Prepare response
  3. Provide information and/or advice
  4. Record details of the request and response

Range Statement

This field allows for different 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.

Standards, codes, procedures and/or workplace requirements

Standards, codes, procedures and/or workplace requirements include the latest version of one or more of:

Australian and international standards and codes relevant to the laboratory’s operations and scope of testing, safety in laboratories, and quality and environmental management

registration/licensing and/or National Association of Testing Authorities (NATA) accreditation requirements

work health and safety (WHS) national standards and codes of practice

workplace documents, such as equipment manuals, laboratory records, certified laboratory reports, and analysis report sheets (past and present)

workplace procedures governing:

receipt of requests

release of information and results and confidentiality needs of clients and customers

sample collection protocols and techniques for preserving sample integrity

handling and collection of native fauna and flora (based on animal welfare legislation and codes of practice)

filing systems, databases and laboratory records

Items of equipment or systems

Items of equipment or systems include one or more of:

telephone, email, intranet, internet and computer software applications (databases and spreadsheets)

Information sources

Information sources include one or more of:

personnel, such as scientists, engineers, technical experts, quality managers, laboratory and production personnel, and customers

online technical information systems, databases and CD-ROMs

organisational charts and information directories for staff access (personnel and telephone)

Customers

Customers include one or more of:

internal and external customers

members of the public

other workplaces, such as regulatory authorities

Information provided

Information of a specialised technical nature includes one or more of:

material classification and characteristics

technical and/or manufacturing knowledge of procedures

analysis and/or test results and their interpretation where authority permits

risk assessment, monitoring and minimisation

cost, quantity and time estimation

contractual variations and claims

site assessment and problems

data analysis and statistical interpretation

Manufacturing and food processing sector variables

Manufacturing and food processing sector variables include:

assessing requests for changes to formulations and alterations to production processes

determining variations and their significance for compliance with relevant standards

Biomedical and environmental sector variables

Biomedical and environmental sector variables include:

providing responses to inquiries regarding sample collection and protocols from patients, doctors, nurses and environmental health officers, collection staff and/or couriers

WHS and environmental management requirements

WHS and environmental management requirements include:

· complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time

· applying standard precautions relating to the potentially hazardous nature of samples

accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant

Performance Evidence

Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:

responding to both internal and external inquiries of a specialised technical nature

correctly assessing and prioritising requests for information

gathering information and data, such as trend analysis

confirming the validity of results

providing authorised information that is accurate, relevant and in the required format

using technical terminology appropriate to the customer and avoiding jargon

communicating in an efficient and polite manner, taking into account the needs of the customer

maintaining security and confidentiality of information

recording and filing records of the request and information provided as required by workplace procedures.

Knowledge Evidence

Must provide evidence that demonstrates knowledge of:

workplace procedures relating to:

customer service

communication protocols, including security and confidentiality, cultural and social contexts

work health and safety (WHS) and environmental regulations

workplace business goals and key performance indicators as a basis for dealing with customers

customer information about workplace products and services

technical details of methods, data and sample collection and key features of laboratory results.