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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. Identify client needs
   • Collect and access client information and identify client's needs.
   • Assess information for complexity, urgency, safety risks and eligibility for services.
   • Clarify problems raised by the client and seek assistance from appropriate persons to identify how best to meet client needs.
   • Share information provided by client while adhering to protocols and limitations.
2. Provide information and options
   • Identify and communicate to the client any limitations in addressing client needs.
   • Provide appropriate referrals, including making necessary and appropriate arrangements according to client needs.
3. Provide assistance
   • Provide assistance to access support services and alternative procedural options.
   • Provide assistance to complete and comply with procedural requirements, including initiating matters, orders, lodging documents and appearing in court.
   • Provide assistance to facilitate the case management of legal proceedings and the implementation of procedural modifications within area of responsibility and with authority and limits imposed by the court.
4. Facilitate communication
   • Use appropriate interpersonal skills to facilitate communication between self-represented litigants and other parties.
   • Resolve difficult situations using conflict-resolution techniques and make referrals.
5. Identify client needs
   • Collect and access client information and identify client's needs.
   • Assess information for complexity, urgency, safety risks and eligibility for services.
   • Clarify problems raised by the client and seek assistance from appropriate persons to identify how best to meet client needs.
   • Share information provided by client while adhering to protocols and limitations.
6. Provide information and options
   • Identify and communicate to the client any limitations in addressing client needs.
   • Provide appropriate referrals, including making necessary and appropriate arrangements according to client needs.
7. Provide assistance
   • Provide assistance to access support services and alternative procedural options.
   • Provide assistance to complete and comply with procedural requirements, including initiating matters, orders, lodging documents and appearing in court.
   • Provide assistance to facilitate the case management of legal proceedings and the implementation of procedural modifications within area of responsibility and with authority and limits imposed by the court.
8. Facilitate communication
   • Use appropriate interpersonal skills to facilitate communication between self-represented litigants and other parties.
   • Resolve difficult situations using conflict-resolution techniques and make referrals.

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.

promoting and applying legislation, rules, regulations and codes of practice

providing explanations to others

identifying client needs, providing assistance and encouraging client-initiated activity in relation to alternative dispute-resolution (ADR) processes

providing information and options to self-represented litigant in a culturally appropriate and respectful manner

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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.

relevant legislation, regulations, organisational procedures and codes of practice in relation to court practices and procedures, specifically ADR processes

profiles of the general characteristics of the relevant self-represented litigant groups

understanding of groups represented within the community, and of the issues that might arise when working with these groups, according to demographics including at least one of:

culture

religion

language

sexual identity

age

disability

facilitation, negotiation and conflict resolution methods in relation to ADR processes

range of referral sources and associated protocols

limitations of work role, responsibility and professional abilities

distinction between legal and procedural information

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