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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. Communicate verbally and non-verbally
   • Adapt language and non-verbal communication to target audience.
   • Apply active listening skills and questioning techniques to clarify issues.
   • Use established communication pathways for routine and non-routine communication.
2. Identify response to community needs
   • Engage with community to identify needs.
   • Identify range of responses to meet community needs.
   • Report range of responses to supervisors to guide community engagement plan.
3. Engage with community
   • Communicate range of possible organisational responses to the community member.
   • Relay information to community members clearly, concisely and accurately to enhance understanding.
   • Inform community members of options for further action.
   • Seek assistance from colleagues to manage community members’ expectations.
   • Refer community members to relevant personnel to ensure their needs are managed.
4. Communicate verbally and non-verbally
   • Adapt language and non-verbal communication to target audience.
   • Apply active listening skills and questioning techniques to clarify issues.
   • Use established communication pathways for routine and non-routine communication.
5. Identify response to community needs
   • Engage with community to identify needs.
   • Identify range of responses to meet community needs.
   • Report range of responses to supervisors to guide community engagement plan.
6. Engage with community
   • Communicate range of possible organisational responses to the community member.
   • Relay information to community members clearly, concisely and accurately to enhance understanding.
   • Inform community members of options for further action.
   • Seek assistance from colleagues to manage community members’ expectations.
   • Refer community members to relevant personnel to ensure their needs are managed.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

displaying interpersonal skills

obtaining information and providing advice

seeking assistance when necessary

ensuring verbal and non-verbal communication is consistent

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

available support agencies

communication pathways and processes

organisational response options relevant to community needs

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