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Elements and Performance Criteria

Establish status of item.
Follow procedures for lost and claimed items.
Verify identification of the claimant,ensuring they sign for and date the claimed item(s) according to organisational requirements.
Complete documentation.
- Update the lost and found register reflecting whether the item has been claimed or fully investigated.
Complete reports and other documentation according to organisational requirements and within designated timeframes.
- Report to the appropriate person(s) incidents and recommended system improvements in relation to lost and found claims and enquiries in a timely manner.

Required Skills

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

The following skills must be assessed as part of this unit

Accurately record and report information

Effectively operate office and communication equipment

Present a professional image to members of the public and colleagues

Apply active listening and questioning techniques

Solve basic problems

Estimate and calculate resource and equipment requirements

Collate and organise information and items

Communicate effectively with people from different social cultural and ethnic backgrounds and various physical and mental abilities

Communicate in a clear and concise manner

Comply with relevant legislative and regulatory requirements

Enter data using basic keyboarding skills

Estimate time to complete activities and organise personal schedule

Prepare statements and write reports

The following knowledge must be assessed as part of this unit

Relevant legislative provisions

Basic problemsolving strategies

Premises and property security requirements and procedures

Premises and property layout

Rules for the identification and handling of dangerous and prohibited goods

EEO equity and diversity principles

Operational techniques of communication and office equipment

Organisational procedures and guidelines appropriate to own role responsibility and delegation

Reporting procedures and documentation requirements and processes

Principles of effective communication including internpersonal techniques

Principles of questioning to get specific information

Use and storage requirements of equipment

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

Effectively communicate and record information regarding lost and found items and complete and maintain workplace documentation

Receive and relay verbal and nonverbal information in a concise and accurate manner with sensitivity to social and cultural differences

Identify prohibited andor hazardous items and goods and take appropriate action

Effectively operate office technology and communication equipment

Context of and specific resources for assessment

Assessment must ensure

Access to a suitable venue and equipment

Access to plain English version of relevant statutes and procedures

Assignment instructions work plans and schedules policy documents and duty statements

Assessment instruments including personal planner and assessment record book

Access to a registered provider of assessment services

Methods of assessment

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and observed by the assessor The competency is to be demonstrated in a range of situations which may include involvement in related activities normally experienced in the workplace Evidence of underpinning knowledge understanding of processes and principles can be gained through thorough questioning and by observation of previous work

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

Access to a suitable venue and equipment

Access to plain English version of relevant stautes and procedures

Assignment instructions work plans and schedules policy documents and duty statements

Assessment instruments including personal planner and assessment record book

Access to a registered provider of assessment services

Continuous assessment in a setting that stimulates the conditions of performance described in the elements performance criteria and range of variables statement that make up the unit

Continuous assessment in the workplace taking into account the range of variables affecting performance

Selfassessment on the same terms as those described above

Simulated assessment or critical incident assessment provided that the critical incident involves assessment against performance criteria and an evaluation of underpinning knowledge and skill required to achieve the required performance outcomes

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

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.

Organisational requirements may include:	Legal and organisational policy and procedures including personnel practices and guidelines Organisational goals, objectives, plans, systems and processes Legislation relevant to the operation, incident and/or response Employer and employee rights and responsibilities Business and performance plans Policies and procedures relating to own role, responsibility and delegation Quality and continuous improvement processes and programs Emergency and evacuation procedures Duty of care, code of conduct, code of ethics Access and equity policy, principles and practice Records and information systems and processes Communication channels and reporting procedures.

Relevant details may include:	Location Date Time.

Appropriate persons may include:	Supervisors, managers Colleagues Members of the public Clients Designated human resource personnel.

Designated locations may include:	Cupboard/storage facility Safe facilities.

Communication techniques may include:	Language, verbal or non-verbal Active listening Questioning to clarify and confirm understanding Interpreting non-verbal and verbal messages Observation techniques Use of positive, confident and co-operative language Control of tone of voice and body language Use of language and concepts appropriate to cultural differences.

Identification documents may include:	Daily/weekly reports 'lost and found' register Written and computer reports Logs, journals