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

CPPSIS3004A Mapping and Delivery Guide
Respond to client spatial enquiry

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPSIS3004A - Respond to client spatial enquiry
Description This unit of competency specifies the outcomes required to assess client needs in routine matters and provide appropriate information and follow-up on a variety of predictable issues within the spatial information handling framework. It requires the ability to communicate effectively and interpret and act upon available information using discretion and judgement. While dealings with clients will often be direct, follow-up functions will be carried out under supervision, within organisational guidelines.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit of competency supports the application of communication, interpersonal, basic problem-solving and teamwork skills. The skills and knowledge acquired upon completion of this unit would support the needs of employees in the spatial information services industry sector in positions such as field coordination, data collection and administration.While no licensing, legislative, regulatory or certification requirements apply holistically to this unit at the time of publication, relevant federal, and state or territory legislation, regulations and codes of practice impact upon this unit (see unit performance criteria and range statement).
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
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: Identify nature and type of spatial enquiry.
  • Client is addressed in a courteous and businesslike manner.
  • Client spatial requirements and degree of urgency are established promptly.
  • Ability to respond and select an appropriate organisational policy for dealing with enquiry is determined.
  • Enquiries regarding additional spatial research required are allocated a priority and arrangements are made for follow-up.
  • Skills and knowledge are updated to accommodate changes in client enquiries.
       
Element: Determine suitable response.
  • Need for a written or verbal response is established according to organisational guidelines and the nature of the enquiry.
  • Client is provided with response options to satisfy their needs where appropriate.
  • Areas of potential difficulty in customer service delivery are identified and appropriate action is taken.
  • Complex spatial enquiries are referred to supervisors or appropriate personnel according to organisational guidelines.
       
Element: Research information relevant to enquiry.
  • Information relevant to client needs is identified from company and industry sources.
  • Accuracy and type of information accessed from client is assessed to determine if a visit to the customer is required.
  • Crux of the issue is ascertained from the information available.
       
Element: Communicate advice and pricing information.
  • Written and verbal responses are presented in a clear and concise manner.
  • Pricing information for routine and specified spatial products and services is provided where appropriate.
  • OHS issues form part of the advice, where appropriate.
       
Element: Update relevant files and records.
  • Spatial business documentation is completed according to established work procedures.
  • Co-workers and supervisors are promptly advised of work implications, where appropriate.
  • Information on the type and source of enquiries is collated according to organisational practices to enable subsequent data analysis.
       


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 in combination with other units relevant to the job function, for example unit CPPSIS3003A Support spatial process improvement.

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:

applying cost consideration

assessing and acting upon basic contingencies

communication and negotiation skills

determining basic data requirements

managing basic risks and contingencies

working towards set targets

understanding the nature of spatial projects.

Specific resources for assessment

Resource implications for assessment include access to:

assessment instruments, including personal planner and assessment record book

assignment instructions, work plans and schedules, policy documents and duty statements

registered training provider of assessment services

relevant guidelines, regulations and codes of practice

suitable venue and equipment.

Access must be provided to appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with disabilities.

Context of assessment

Holistic: based on the performance criteria, evidence guide, range statement, and required skills and knowledge.

Method of assessment

Demonstrated over a period of time and observed by the assessor (or assessment team working together to conduct the assessment).

Demonstrated competency in a range of situations, that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

Obtained by observing activities in the field and reviewing induction information. If this is not practicable, observation in realistic simulated environments may be substituted.

Guidance information for assessment

Assessment requires that the clients' objectives and industry expectations are met. If the clients' objectives are narrowly defined or not representative of industry needs, it may be necessary to refer to portfolio case studies of a variety of spatial information services requirements to assess competency.

Oral questioning or written assessment and hypothetical situations (scenarios) may be used to assess underpinning knowledge (in assessment situations where the candidate is offered a preference between oral questioning or written assessment, questions are to be identical).

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

All practical demonstration must adhere to the safety and environmental regulations relevant to each State or Territory.

Where assessment is for the purpose of recognition (recognition of current competencies [RCC] or recognition of prior learning [RPL]), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

Assessment processes will be appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

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 skills:

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

communication skills that assist in identifying and meeting client needs, including:

accessing, synthesising and using information

communicating effectively on the telephone

discussing vocational issues effectively with colleagues

imparting knowledge and ideas through oral, written and visual means

written skills to document follow-up action

computer skills (technical user level)

interpersonal skills e.g. cooperation and flexibility

literacy skills to:

assess and use workplace information

interpret and understand legal, financial and procedural requirements

process workplace documentation

read and record data

numeracy skills to:

accurately record and collate

undertake basic computations

organisational skills to prioritise daily activities

spatial skills to apply understanding of height, depth, breadth, dimension and position to actual operational activity and virtual representation

time management skills.

Required knowledge and understanding:

complaint-handling procedures

customer groups (internal and external)

industry ethics and practices

legislation as it applies to the spatial information services industry sector (basic)

organisational customer service standards

pricing schedules

product and service knowledge

safe work practices

work allocation procedures.

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.

Client may include:

customers with routine or special requests

external to organisation

internal to organisation

regular and new customers, including:

business enterprises

government agencies

members of the public

suppliers.

Spatial requirements may include:

administration (e.g. postcodes, suburbs, and federal and state electoral counties)

analysis of environmental, land and geographic information

asset management

cartographic services

civil engineering

digital imagery

electricity

emergency services management

environmental datasets

geographic information systems (GIS)

integrated services - environmental, land and geographic related datasets

land ownership tenure system

local government

location-based services

global positioning

mapping facilities

site analysis

survey marks

sewerage

telecommunications

town planning

utility services such as water.

Organisational policies may be found in:

code of ethics

company guidelines

legislation relevant to the work or service function, including equal employment opportunity (EEO)

manuals

OHS policies and procedures

personnel practices and guidelines outlining work roles and responsibilities.

Spatial research may include:

contract documents

existing spatial datasets

historical spatial data

internet spatial data directories

metadata

reports

tender documents.

Complex spatial enquiries may include any enquiry that:

involves accessing information that is not immediately obvious or accessible

requires the attention of particular personnel

requires diplomacy or discretion beyond the first point of contact.

Supervisors may include:

relevant work site personnel

mentors

managers.

Client needs may include:

administration

advice or general information

cartography

complaints and suggestions

environmental services

GIS

locational information

mapping information

payment

spatial software

surveying.

Spatial products and services may include:

database management system (DBMS)

dataset

datum, including geocentric datum

digital geographic information exchange standard (DIGEST)

digital imagery

digital nautical chart

engineering surveying

Enroute Navigation chart

geocoding

geodata products

geodic surveying

GIS

hydrographic surveying

land information system

map projections

map referencing

metadata

mining surveying

remote sensing

topographic data

topographic information.

OHS may include:

Australian standards

development of site safety plan

identification of potential hazards

inspection of work sites

training staff in OHS requirements

use of equipment and signage.

Spatial business documentation may include:

databases

detailed technical description of the spatial data and its qualifiers

emails and faxes

quotations and estimates

standard letters

tax invoices

statements.

Work procedures may be written or verbal and include:

assignment instructions

instructions from colleagues, supervisors or managers

personal protective equipment requirements

reporting and documentation requirements

specific client requirements.

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
Client is addressed in a courteous and businesslike manner. 
Client spatial requirements and degree of urgency are established promptly. 
Ability to respond and select an appropriate organisational policy for dealing with enquiry is determined. 
Enquiries regarding additional spatial research required are allocated a priority and arrangements are made for follow-up. 
Skills and knowledge are updated to accommodate changes in client enquiries. 
Need for a written or verbal response is established according to organisational guidelines and the nature of the enquiry. 
Client is provided with response options to satisfy their needs where appropriate. 
Areas of potential difficulty in customer service delivery are identified and appropriate action is taken. 
Complex spatial enquiries are referred to supervisors or appropriate personnel according to organisational guidelines. 
Information relevant to client needs is identified from company and industry sources. 
Accuracy and type of information accessed from client is assessed to determine if a visit to the customer is required. 
Crux of the issue is ascertained from the information available. 
Written and verbal responses are presented in a clear and concise manner. 
Pricing information for routine and specified spatial products and services is provided where appropriate. 
OHS issues form part of the advice, where appropriate. 
Spatial business documentation is completed according to established work procedures. 
Co-workers and supervisors are promptly advised of work implications, where appropriate. 
Information on the type and source of enquiries is collated according to organisational practices to enable subsequent data analysis. 

Forms

Assessment Cover Sheet

CPPSIS3004A - Respond to client spatial enquiry
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

CPPSIS3004A - Respond to client spatial enquiry

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: