Required skills

literacy skills to gather and analyse information

problemsolving skills to respond to queries

communication skills to

deal effectively with diverse clients including offending parties legal practitioners judicial officers and sheriffs officers

listen actively

express empathy

build rapport

resolve conflict

manage situations

interpersonal skills to respond to diversity including gender and disability

technology skills to

use case management systems

access information on websites

technical skills to

process fee payments

reconcile accounts

initiative and enterprise skills to

apply legislative requirements relating to the provision of court registry and information services

apply procedures relating to public sector legislation such as procedures relating to OHS and environment in the context of

court registry and information services

access input and retrieval of information databases

Required knowledge

rules Acts procedures practice directions and legislation relating to court registry and information services

courts administration structure including department organisational structure

principles of judicial independence

current approaches to courts administration

limit of authority to provide advice

procedure for referrals to legal assistance

computer software such as Word Excel and Access

courtspecific software programs

records management procedures and protocols

equal employment opportunity principles

equity and diversity principles

working ethically

public sector legislation such as OHS and environment in the context of providing court registry and information services

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

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

Assessment must confirm the ability to

access relevant information from a range of appropriate sources

provide appropriate responses to a range of enquiries from diverse parties

apply scope of authority and refer complex queries that fall outside that

apply legislative and organisational requirements policies practices and procedures to providing registry services

process fees accurately and according to policy on public monies

apply appropriate practices and procedures to receiving lodging and recording documents

apply appropriate procedures when dealing with exhibits to ensure safety of self others and the workplace

Consistency in performance

Competency should be demonstrated by providing court registry and information services on a range of occasions over time

Context of and specific resources for assessment

Assessment must comply with

applicable regulations and codes

workplace procedures and protocols

Access may be required to

a workplace environment or one that closely resembles normal work practices and replicates the range of conditions likely to be encountered when providing court registry and information services including coping with difficulties irregularities and breakdowns in routine

legislation policy procedures and protocols relating to court registry and information services

case studies and workplace scenarios to capture the range of situations likely to be encountered when providing court registry and information services

courtspecific software

Guidance information for assessment

The following assessment methods are suggested

oral questioning about relevant legislation acting ethically and applying processes

observation of the candidate responding to a range of contexts to ensure achievement of the unit outcomes

feedback from peers andor supervisor that the candidate consistently applies relevant workplace procedures

review of records completed by candidate or reports of performance

In all cases practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly Questioning techniques should suit the language and literacy levels of the candidate

Information and options may:

Advice:

Questions may include:

Client service practice and standards may include:

Referrals may be to:

Technical resources may include:

Computerised information systems may include:

Transferred may include between:

Documents may include:

Lodgement may include: