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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

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Required Skills

interpersonal skills

locating information

reading selectively and summarising information

Required Knowledge

major regulatory functions of organisation

organisation and structure

organisation services facilities and activities

organisations antidiscrimination procedures

organisations policies and procedures relevant to client service and information provision

Evidence Required

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

It is essential for this unit that competence be demonstrated in

locating interpreting and providing relevant information to requests

seeking assistance when necessary

completing appropriate workplace records

working in accordance with organisations policies and procedures

Consistency in performance

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of and specific resources for assessment

Context of assessment

A combination of oral or written presentation observation on the job andor in a simulated workplace environment

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA Public Safety Training Package

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

Range Statement


The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below.
Communication with clients may include	spoken face-to-face telephone written electronic forms letters non verbal gestures body language displays of information photographs interpreters
Clients may include	colleagues community contractors personnel from other organisations
Other organisations may include	government departments community services community groups public safety organisations non government organisations
Effective (spoken) communication may include	clear sequenced explanations instructions paraphrasing negotiating meaning checking back on details summarising using another language
Appropriate response may include	written response involving reading selecting and extracting relevant information spoken response involving questioning appropriate personnel and relaying information to the client
Completion of necessary documentation may include	independent or assisted form filling recording events in the sequence they happened
Organisation's policy and procedures may include	as documented in procedures manual standardised operations conveyed through spoken language
Procedures for dealing with difficult clients may include	seeking assistance referring to other personnel
Opportunities for feedback may include	client satisfaction forms telephone survey follow up contact suggestion box verbal