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.

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:

using speaking, reading, observation and listening skills to gather verbal and non-verbal information and summarising understanding with others

communicating in a clear and accurate manner which reflects sensitivity to individual social and cultural differences

using a range of communication channels and equipment to receive, interpret and transmit clear and accurate verbal information in a form which is preferred and understood by the receiver

using a range of communications equipment and technologies to communicate written information in a suitable format, language and structure.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate, while ensuring the LLN skill levels required by the competency being assessed are met. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Both oral questioning and written assessment should be used to assess underpinning knowledge.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

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

Required skills

basic information technology

communicate effectively using language concepts familiar to young people taking into account age, cognitive (intellectual) ability and English language skills

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

complete basic workplace documentation

literacy skills to understand and communicate security information (reading, writing, speaking, numeracy and listening)

numeracy skills to estimate time to complete work tasks

observation

questioning to check understanding

solve routine problems

summarise information received

verbally and electronically receive, interpret and transmit information

work effectively on an individual basis and as part of a team.

Required knowledge

approved communication terminology and call signs

difference between negative and positive language

differences between written and spoken English

how to read and use body language to gain confidence of others

how to record information which may be used for legal purposes.

how to safeguard confidential information

how to use business equipment to present information

organisational communication channels and procedures

organisational standards for the presentation and maintenance of written information

own conception and pre-conceptions of diverse cultures

phonetic alphabet

procedures for reporting information

procedures in the event of communications loss

types and uses of communications equipment

understanding of culture and social practices

youth culture and social frameworks.

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 may be from sources which are:

diagrammatic

electronic

numerical or statistical

observed

spoken

visual or graphic

written.

Information may relate to:

assignment instructions or work tasks

clients

colleagues

members of the public

messages

reports

risks, hazards or incidents

signage

situations or occurrences

unusual events.

Assignment instructions may relate to:

assignment objectives and timeframes

back-up support or assistance

communication equipment and procedures

instructions from client, supervisor or colleagues

legislative requirements relating to work tasks

Occupational Health and Safety (OHS) including use of personal protective clothing and equipment

procedures in the event of communication loss

resource and equipment needs

use of force

use of workplace documentation

verbal and non-verbal reporting

work tasks and procedures.

Relevant personsmay include:

clients including young people

colleagues

members of the public

specialist personnel

supervisor

suppliers of equipment or products

technical experts.

Social and cultural differencesmay be expressed in:

age

beliefs, values or practices

cognitive (intellectual) ability

conventions of gender/sexuality

cultural stereotypes

dress

ethnicity

food or diet

kinship, family structure and relationships

language skills

personal history and experiences which may be traumatic

physical, emotional and intellectual differences

race

religious and spiritual observances

social conventions

traditional practices and observations.

Communication techniquesmay include:

active listening

being non-judgemental

being respectful and non-discriminatory to others

control of tone of voice, facial expression and body language

demonstrating flexibility and willingness to negotiate

interpreting non-verbal and verbal messages

maintaining professionalism

phone technique

providing and receiving constructive feedback

questioning and paraphrasing to clarify and confirm understanding

use of appropriate body language

use of communication appropriate to cultural differences

use of language concepts familiar to young people

use of positive, confident and cooperative language

use of two-way communication.

Communication channelsmay relate to:

communication with team members

direct supervision

formal reporting requirements

organisational networks

procedures for communication (including coded messages and use of abbreviations)

written signage.

Communication equipmentmay include:

computer

facsimile machine

megaphone

mobile telephone

public address system

telephone

two-way radio.

Appropriate procedures and materials may relate to:

completion of incident report forms

completion of shift logs

electronic or paper-based reporting and information management systems

hazard or risk notification

monitoring software

patrol authorities

use of databases

use of notebooks

use of report sheets.

Business equipment and technologymay include:

computers and software applications

databases

email

facsimile machines

internet, extranet or intranet

modems

personal schedulers

photocopiers

printers

scanners.

Relevant legislationmay relate to:

applicable commonwealth, state or territory legislation which affects work such as Acts covering:

anti-discrimination

aviation transport security

children and young persons

liquor

maritime transport security

OHS

privacy

registered clubs

surveillance devices

telecommunications

telecommunications (consumer protection and service standards)

telecommunications (interception)

young offenders

Australian standards and quality assurance

award and enterprise agreements

evidence collection

freedom of information

licensing arrangements and certification requirements

relevant industry codes of practice

trade practices

use of force.

Organisational requirements may relate to:

client service standards

policies for ensuring privacy and confidentiality of information

procedures for archiving electronic and hard-copy records

procedures for recording, storing and destroying information

standard of language, literacy and numeracy required

use of organisational equipment and resources.