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

ICTWOR307 Mapping and Delivery Guide
Collect and analyse technical information

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTWOR307 - Collect and analyse technical information
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to investigate a technical situation involving the collection and analysis of information from a variety of sources, including interviews and database systems. The technical situation under investigation may be the result of a fault or failure of a product, service or process.It applies to individuals who undertake investigations. It may involve a degree of autonomy and some accountability for the quality of outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the telecommunications – workplace effectiveness field of work and include access to:

a client contact centre

current client contact technologies

interview and evidence recording equipment

relevant regulatory and equipment documentation that impacts on work activities.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Prerequisites/co-requisites
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: Obtain recorded information
  • Apply all relevant legislation, codes, regulations and standards in analysis process
  • Verify situation to be investigated and identify appropriate sources of information for this situation
  • Obtain relevant information from computer systems and analyse and record information
       
Element: Conduct simple interview
  • Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee
  • Prepare for interview by performing preliminary research
  • Develop interview questions to identify key points for effective interview
  • Inform interviewee how the information will be used and observe their right to privacy
       
Element: Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated
  • Record information obtained in interview
       
Element: Analyse information
  • Analyse critical information by reviewing situation being investigated
  • Distinguish between factual information and assumptions, and make deductions based on factual critical information
  • Incorporate assumptions into reasoning process where it assists in forming valid inferences
  • Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated
       
Element: Implement outcomes of analysis
  • Identify practical actions based on inferences arising from analysis process
  • Implement practical actions to resolve situation
  • Review outcomes of practical action by assessing their impact on situation
       


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.

Elements

Performance Criteria

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Obtain recorded information

1.1 Apply all relevant legislation, codes, regulations and standards in analysis process

1.2 Verify situation to be investigated and identify appropriate sources of information for this situation

1.3 Obtain relevant information from computer systems and analyse and record information

2. Conduct simple interview

2.1 Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee

2.2 Prepare for interview by performing preliminary research

2.3 Develop interview questions to identify key points for effective interview

2.4 Inform interviewee how the information will be used and observe their right to privacy

2.5 Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated

2.6 Record information obtained in interview

3. Analyse information

3.1 Analyse critical information by reviewing situation being investigated

3.2 Distinguish between factual information and assumptions, and make deductions based on factual critical information

3.3 Incorporate assumptions into reasoning process where it assists in forming valid inferences

3.4 Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated

4. Implement outcomes of analysis

4.1 Identify practical actions based on inferences arising from analysis process

4.2 Implement practical actions to resolve situation

4.3 Review outcomes of practical action by assessing their impact on situation

Evidence of the ability to:

apply keyboard skills and computer literacy to accurately use a database

demonstrate appropriate listening, questioning and interviewing techniques

develop an accurate record of interview

integrate information from varied sources

draw logical inferences from information gathered and make sound recommendations for action based on inferences.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe analytical techniques appropriate for information analysis, especially deductive reasoning

explain conflict resolution approaches

explain database and spreadsheet concepts and enterprise information systems

explain information types and their sources

identify sources of legislation, codes of practice and other formal agreements that directly impact on resolution processes

describe listening, questioning and interviewing techniques

identify privacy issues

outline the influence of human factors on information analysis, including prejudice, biases and fallacies in reasoning

describe typical issues and challenges that occur when dealing with clients.

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.

Elements

Performance Criteria

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Obtain recorded information

1.1 Apply all relevant legislation, codes, regulations and standards in analysis process

1.2 Verify situation to be investigated and identify appropriate sources of information for this situation

1.3 Obtain relevant information from computer systems and analyse and record information

2. Conduct simple interview

2.1 Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee

2.2 Prepare for interview by performing preliminary research

2.3 Develop interview questions to identify key points for effective interview

2.4 Inform interviewee how the information will be used and observe their right to privacy

2.5 Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated

2.6 Record information obtained in interview

3. Analyse information

3.1 Analyse critical information by reviewing situation being investigated

3.2 Distinguish between factual information and assumptions, and make deductions based on factual critical information

3.3 Incorporate assumptions into reasoning process where it assists in forming valid inferences

3.4 Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated

4. Implement outcomes of analysis

4.1 Identify practical actions based on inferences arising from analysis process

4.2 Implement practical actions to resolve situation

4.3 Review outcomes of practical action by assessing their impact on situation

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
Apply all relevant legislation, codes, regulations and standards in analysis process 
Verify situation to be investigated and identify appropriate sources of information for this situation 
Obtain relevant information from computer systems and analyse and record information 
Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee 
Prepare for interview by performing preliminary research 
Develop interview questions to identify key points for effective interview 
Inform interviewee how the information will be used and observe their right to privacy 
Record information obtained in interview 
Analyse critical information by reviewing situation being investigated 
Distinguish between factual information and assumptions, and make deductions based on factual critical information 
Incorporate assumptions into reasoning process where it assists in forming valid inferences 
Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated 
Identify practical actions based on inferences arising from analysis process 
Implement practical actions to resolve situation 
Review outcomes of practical action by assessing their impact on situation 

Forms

Assessment Cover Sheet

ICTWOR307 - Collect and analyse technical 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

ICTWOR307 - Collect and analyse technical 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: