Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CPPACC4004A Mapping and Delivery Guide
Communicate effectively as an access consultant

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CPPACC4004A - Communicate effectively as an access consultant
Description This unit specifies the competency required to communicate effectively with clients and stakeholders involved in the provision of access consulting services. Access consultants are required to communicate effectively about compliance with the Disability Discrimination Act (DDA) Premises Standard, the Building Code of Australia (BCA) and other relevant commonwealth, state and territory legislation with respect to access to buildings and services.These work functions are carried out without supervision, in an environment where appropriate methods of communication are vital to efficient assessment of facilities and services. They ensure effective relationships between access consultants, clients and other stakeholders.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency supports the full range of access consulting services. It will support all aspects of the work of access consultants.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
Competency Field
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
Elements of Competency Performance Criteria              
Element: Communicate effectively with clients and other stakeholders.
  • The information needs of clients and other stakeholders are explored and assessed with empathy and in accordance with organisational requirements.
  • Information is accessed from appropriate sources and reviewed for compliance requirements in accordance with relevant standards, codes and legislative requirements.
  • Information is provided to clients and other stakeholders in a clear, accurate and appropriate manner using effective interpersonal skills and communication techniques in accordance with legislative and organisational requirements.
  • Reports are prepared for clients and other stakeholders in a timely and appropriate manner in accordance with organisational requirements.
  • Meetings are arranged with clients and other stakeholders to facilitate the provision and/or exchange of information and advice.
       
Element: Communicate effectively with others in the work environment.
  • Requests for information from clients, colleagues and other stakeholders are responded to in a prompt and positive manner and in accordance with organisational requirements.
  • Conflict between clients and other stakeholders is resolved by negotiation in accordance with organisational requirements.
       
Element: Maintain workplace records and documentation.
  • Reports, client records and other workplace documentation are prepared and completed legibly and promptly in accordance with client and organisational requirements.
  • Advice and information that comply with relevant standards, codes and legislative requirements are included in reports, client records and other workplace documentation.
  • Reports, client records and other workplace documentation are recorded, retained and stored in accordance with legislative and organisational requirements.
       


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, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function.

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

A person who demonstrates competency in this unit must be able to provide evidence of:

recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so

interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have

collecting information from appropriate sources to prepare advice to clients on issues related to the provision of access and compliance requirements

communicating effectively with clients and other stakeholders to assess access requirements and to ensure that legislative, client and other stakeholder requirements are addressed

communicating effectively with others in the workplace to achieve workplace objectives and applying appropriate conflict resolution techniques to resolve issues of conflict

facilitating meetings with clients and other stakeholders

recording, storing securely, maintaining and updating client and other stakeholder data and documentation

applying organisational management policies and procedures, including quality assurance requirements.

Context of and specific resources for assessment

Resource implications for assessment include:

a registered provider of assessment services

competency standards

assessment materials and tools

suitable assessment venue/equipment

workplace documentation

candidate special requirements

cost and time considerations.

Validity and sufficiency of evidence requires that:

competency will need to be demonstrated over a period of time reflecting the scope of the role

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.


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.

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

Required knowledge and understanding include:

commonwealth, state and territory anti-discrimination legislation and regulations

communication techniques, including:

active listening to clarify and confirm understanding

appropriate body language

constructive feedback

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)

feedback to confirm understanding of needs

flexibility and a willingness to negotiate

language that is:

accurate, articulate and concise

positive, confident and cooperative

verbal or non-verbal

presenting options and consequences

reflection

summarising and paraphrasing to check understanding

disability awareness

efficient and effective customer service

how to source and access documentation to meet the requirements of the relevant standards, codes and legislation

industry codes of practice and ethics

limitations of work role, responsibility and professional abilities

organisational and professional procedures and business standards

principles of the communication process

processes for recording data and administering records

relevant commonwealth, state and territory legislation applying to the specific area of work e.g. building legislation, codes and Australian standards

writing reports and other workplace documentation.

Required skills and attributes include:

analytical skills to:

interpret and apply legislative requirements pertaining to disability access

interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment

interpret how the full range of environmental barriers impacts on people with disabilities (who may have any of many impairments)

evaluate the information and advice needs of clients and other stakeholders

application skills to:

apply relevant codes of practice and other legislative requirements to work processes

apply disability awareness to work processes

communication skills to:

be culturally aware and use language sensitively

consult effectively with clients and colleagues

exercise control of tone of voice and body language

explain clearly information on issues relating to the provision of access

impart knowledge and ideas through oral, written and visual means

lead discussion to determine client and other stakeholder concerns and identify client needs

practise reflection

present options and explain consequences

provide constructive feedback

seek feedback to confirm understanding of needs

summarise and paraphrase to check understanding

use active listening to clarify and confirm understanding

use effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)

use effective telephone techniques

use language that is:

accurate, clear and concise

positive, confident and cooperative

use questioning effectively to clarify understanding

interpersonal skills to:

relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities

provide advice in a sensitive and appropriate manner

facilitate change for greater awareness of disability access

analyse own work practices and process outcomes critically

adapt to new workplace situations

literacy skills to:

assess and use workplace information

produce accurate and legible reports and other forms of written communication

read and record data

process written and verbal information

numeracy skills to:

perform basic calculations related to the job

organisational skills to:

collect, organise and collate information

implement organisational policies and procedures

respond to requests from clients and other stakeholders

respond to customer service expectations

prepare and administer documentation

report-writing skills to:

prepare access reports to meet the contractual requirements of the client

prepare access reports that meet organisational requirements

teamwork skills to:

work effectively with other people

technical skills to:

facilitate meetings

use conflict resolution techniques

technology skills to:

apply information technology and computer skills to prepare working documentation and materials for presentation.

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. Add any 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.

Organisational requirements may be outlined and reflected in:

access and equity policy, principles and practices

business and performance plans

client service policies, procedures and standards

codes of conduct and codes of practice

communication channels and reporting procedures

communication of services offered

complaint and dispute resolution procedures

compliance with legislation, codes and workplace standards

continuous improvement processes and standards

defined resource parameters

duty of care

employer and employee rights and responsibilities

ethical standards

legal policies and guidelines

occupational health and safety policies, procedures and programs

organisational mission statement, goals, objectives, plans, systems and processes

policies and procedures relating to the setting of fees and the negotiation and management of contracts

policies and procedures relating to own role, responsibilities and delegation

privacy and confidentiality policies and procedures

quality assurance and/or procedures manuals

records and information management systems and processes

style guides and other guides used to prepare documents.

Appropriate sources may include:

Australian standards

BCA, including updates and interpretations

building certifier requirements

clients and other stakeholders

commonwealth DDA and state and territory anti-discrimination legislation and regulations

electrical codes

enterprise operating procedures

other commonwealth, state and territory, and local government legislation and regulations, including:

building

environmental

commonwealth, state and territory human rights, equal opportunity and disability discrimination agencies

industry codes of practice and ethics

plumbing codes

product manufacturers' technical manuals and data sheets

workplace codes of practice.

Relevant standards, codes and legislative requirements may include:

Australian standards

BCA, including updates and interpretations

building certifier requirements

commonwealth DDA and state and territory anti-discrimination legislation and regulations

electrical codes

enterprise operating procedures

other commonwealth, state and territory, and local government legislation and regulations, including:

building

environmental

industry codes of practice and ethics

plumbing codes

product manufacturers' technical manuals and data sheets

workplace codes of practice.

Communicating in an appropriate manner may include:

written correspondence:

formal (e.g. memorandums)

informal (e.g. company message pads)

completion of pre-drafted templates

electronic (e.g. email)

verbal communication with written follow up.

Interpersonal skills and communication techniques may include:

active listening to clarify and confirm understanding

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

demonstrating flexibility and a willingness to negotiate

presenting options and consequences

providing constructive feedback

reflection

seeking feedback to confirm understanding of needs

summarising and paraphrasing to check understanding

using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)

using language that is:

accurate, articulate and concise

positive, confident and cooperative

verbal or non-verbal.

Clients and other stakeholders may include:

agents and agent representatives

builders and allied trades people

building architects and designers

building owners and occupiers

building certifiers

engineers

commonwealth, state and territory, and local government authorities

industry associations

maintenance providers

manufacturers and suppliers of disability access products

other appropriate bodies or organisations

project managers and site managers.

Client records may include:

computer files and online data

hard copy client history files including plans, drawings, specifications and previous reports.

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
The information needs of clients and other stakeholders are explored and assessed with empathy and in accordance with organisational requirements. 
Information is accessed from appropriate sources and reviewed for compliance requirements in accordance with relevant standards, codes and legislative requirements. 
Information is provided to clients and other stakeholders in a clear, accurate and appropriate manner using effective interpersonal skills and communication techniques in accordance with legislative and organisational requirements. 
Reports are prepared for clients and other stakeholders in a timely and appropriate manner in accordance with organisational requirements. 
Meetings are arranged with clients and other stakeholders to facilitate the provision and/or exchange of information and advice. 
Requests for information from clients, colleagues and other stakeholders are responded to in a prompt and positive manner and in accordance with organisational requirements. 
Conflict between clients and other stakeholders is resolved by negotiation in accordance with organisational requirements. 
Reports, client records and other workplace documentation are prepared and completed legibly and promptly in accordance with client and organisational requirements. 
Advice and information that comply with relevant standards, codes and legislative requirements are included in reports, client records and other workplace documentation. 
Reports, client records and other workplace documentation are recorded, retained and stored in accordance with legislative and organisational requirements. 

Forms

Assessment Cover Sheet

CPPACC4004A - Communicate effectively as an access consultant
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

CPPACC4004A - Communicate effectively as an access consultant

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: