- BSBCCO402A - Gather, collate and record information
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO402A Mapping and Delivery Guide
Gather, collate and record information
Version 1.0
Issue Date: May 2024
| Qualification | - |
Unit of Competency | BSBCCO402A - Gather, collate and record information |
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| Description | This unit describes the performance outcomes, skills and knowledge required to gather, collate and accurately record information from a variety of sources including interviews and database systems.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
| Employability Skills | This unit contains employability skills. | ||
| Learning Outcomes and Application | This unit is applied in environments where accurate and detailed records of contacts are a mandatory requirement of the role. This may or may not involve using interview recording technology.Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected in accordance with organisational, legislative and regulatory requirements. It also requires efficient use of any technology engaged in this activity.This work is undertaken under supervision. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | |||
| Competency Field | Stakeholder Relations - Contact Centre Operations | ||
| Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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| Elements of Competency | Performance Criteria | |||||||
| Element: Obtain, record and analyse information from the community |
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| Element: Take and compile statements |
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| Element: Conduct interviews |
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| Element: Utilise information/ database systems |
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| Element: Use interview and evidence recording equipment |
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| Element: Exchange information with other members within the organisation |
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Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
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. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: accurately collated information records of interviews (including audio-tapes and statement if relevant to role) demonstration of interview techniques knowledge of statutory, regulatory and legislative requirements. |
Context of and specific resources for assessment | Assessment must ensure: access to workplace information and data access to information and databases for analysis activities access to relevant legislation, standards and guidelines. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of statements or recording of details of calls review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of interviewing techniques and outcomes oral and/or written questioning to assess knowledge of storage and disposal of information. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other contact centre operations units. |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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Required skills |
analytical skills to effectively analyse information and data interpersonal skills to establish rapport and to develop relationships with customers literacy skills to clearly articulate information, advice and instructions, and to prepare and compile detailed statements or reports numeracy skills to accurately analyse, record and store data in accordance with organisational requirements organisational skills to manage own tasks within timeframes questioning and listening skills to effectively understand and resolve issues raised. |
Required knowledge |
information types and their sources procedures and security measures for accessing, storing, retrieving and sharing data from databases rights of individuals in relation to the conduct of interviews and statement compilation statutory, regulatory and legislative requirements use of evidence/contact recording technology. |
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Information sources may include: | community groups community leaders crime/accident/incident scenes customers or clients fellow staff general public individuals information databases local government local media schools specific target groups - in the case of opinion polls and surveys |
Information may include: | addressing public order/general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing/supporting court hearings/matters |
Recording forms/reports may include: | hand written and electronically based pro-formas and reporting styles use of organisation's enterprise information system |
Comprehensive statements may include: | all detail required by the organisation all information required for the investigation or research task all relevant information records in a format that comply with the legal requirements for statements; where appropriate and legal, statements may also be recorded in forms other than written such as audio-tape or audio-visual (video) tape |
Recording equipment may: | include: audio-tape recorders authorisation, storage and filing of tapes/film, original and duplicates basic fingerprinting equipment video cameras and recording equipment be modified for use by people with a disability |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
| Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
|---|---|---|---|
| Identify information sources | |||
| Collect and record information in accordance with legislation, policy and procedures | |||
| Collate, sort and analyse information collected in relation to the purpose for which it is being obtained | |||
| Ensure contents of recording forms/reports are complete, accurate, concise, legible, understandable and in the correct format | |||
| Obtain statements from sources appropriate to the matter being investigated | |||
| Take comprehensive statements that contain all details relevant to the matter being investigated, in accordance with legislation, policy and procedures | |||
| Use active and accurate listening when taking statements from people | |||
| Plan, manage and conduct interviews to gather maximum amount of information relevant to the matter being examined | |||
| Treat all interviewees fairly and equitably | |||
| Conduct and record interviews in accordance with legislation, policy and procedures | |||
| Accurately enter information on database | |||
| Adhere to data entry security procedures | |||
| Identify and correctly use appropriate sources of information | |||
| Access/store information in accordance with legislation, policy and procedures | |||
| Operate all recording equipment in accordance with legislation, policy and procedures | |||
| Ensure records produced are authorised, stored and assessed in accordance with organisational procedures | |||
| Ensure records produced are clear, audible and presentable | |||
| Maintain equipment and usage logs in good order | |||
| Identify and use communication links within the organisation to exchange information | |||
| Assess the relevance of information received in terms of its intended purpose | |||
| Dispose of irrelevant information in accordance with legislation, policy and procedures |
Forms
Assessment Cover Sheet
BSBCCO402A - Gather, collate and record information
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
BSBCCO402A - Gather, collate and record information
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: