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Elements and Performance Criteria

1. Work within accepted codes of conduct
   • Work requirements and/or delegated task/s are confirmed with relevant personnel
   • Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements
   • Customers are treated professionally and with respect when collecting personal data
2. Follow confidentiality and privacy procedures
   • Information and requests for information are assessed with regard to what is and what is not disclosable
   • Discretion and judgement is used in all communications
   • Customer-related matters are only discussed with appropriate personnel
   • Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information
3. Follow security procedures
   • Customer information and other confidential documentation is secured appropriately
   • All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures

Required Skills

This section describes the knowledge and skills required for this unit

Required knowledge

Organisational policies and procedures for confidentiality privacy and security

Relevant legislation regulations codes of practice and standards that impact on business operations such as

antidiscrimination

ethics

freedom of information

privacy

work health and safety WHSoccupational health and safety OHS

Required skills

Access and secure records

Clarify requirements and resolve difficult issues with customers

Communicate effectively with customers and relevant personnel

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements Performance Criteria Required Skills Required Knowledge and include demonstration of applying required knowledge and skills relevant legislation and workplace procedures other relevant aspects of the range statement Assessment must include exercises that demonstrate competent performance of the following in a range of situations identifying types of inquires that are likely to be made and providing appropriate responses documenting activities in which confidentiality privacy and security are maintained which may include examples of actions taken how difficult situations were addressed how guidance was provided about confidentiality privacy and security and clarification obtained as required
Context of and specific resources for assessment	Performance is demonstrated consistently over time and in a suitable range of contexts Resources for assessment include access to a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor an appropriate range of relevant operational situations in the workplace In both real and simulated environments access is required to relevant and appropriate materials and equipment and applicable documentation including workplace procedures regulations codes of practice and operation manuals
Method of assessment	As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests Practical assessment must occur through activities in an appropriately simulated environment andor in an appropriate range of situations in the workplace

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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.
Relevant personnel may include:	managers specialised staff supervisor

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