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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. Advise and assist clients to comply with legislation or standards
   • Confirm client needs, expectations, attitudes and current level of knowledge.
   • Identify and manage risks related to possible confrontations.
   • Provide advice to client's that is current, prompt and meets the specific needs of clients in its range, depth and form of presentation.
   • Seek feedback on clients' levels of understanding and use additional information or explanation to clarify issues if required.
   • Provide information to promote the benefits of compliance and the consequences of non-compliance.
   • Advise clients of processes and timelines when interpretation and/or advice from others is needed for complex matters.
2. Implement communication strategies to improve compliance
   • Tailor communication strategies to the audience and the context.
   • Apply presentation standards in accordance with the needs of clients.
   • Highlight community rights and responsibilities and avenues for public redress under legislation or standards, when applicable.
   • Use conflict resolution techniques if necessary and protect the safety of self and others.
   • Adjust content and presentation of communication strategies in response to feedback gathered from a range of clients.
3. Advise and assist clients to comply with legislation or standards
   • Confirm client needs, expectations, attitudes and current level of knowledge.
   • Identify and manage risks related to possible confrontations.
   • Provide advice to client's that is current, prompt and meets the specific needs of clients in its range, depth and form of presentation.
   • Seek feedback on clients' levels of understanding and use additional information or explanation to clarify issues if required.
   • Provide information to promote the benefits of compliance and the consequences of non-compliance.
   • Advise clients of processes and timelines when interpretation and/or advice from others is needed for complex matters.
4. Implement communication strategies to improve compliance
   • Tailor communication strategies to the audience and the context.
   • Apply presentation standards in accordance with the needs of clients.
   • Highlight community rights and responsibilities and avenues for public redress under legislation or standards, when applicable.
   • Use conflict resolution techniques if necessary and protect the safety of self and others.
   • Adjust content and presentation of communication strategies in response to feedback gathered from a range of clients.

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.

providing advice and discussion involving exchanges of sometimes complex oral information

delivering presentations tailored to the needs of people from diverse backgrounds

reading and explaining complex and formal documents, including their application to clients' situations

using active listening and questioning strategies to clarify understanding

using information technology to access relevant legislation and guidelines

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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.

public sector legislation including

consequences of non-compliance

terminology used in legislation and procedures

organisational procedures, guidelines and protocols

delivery approaches to address diverse learning styles

industry knowledge

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