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

ICTWOR3232A Mapping and Delivery Guide
Collect and analyse technical information

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTWOR3232A - Collect and analyse technical information
Description This unit describes the performance outcomes, 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. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Technical staff who deal with customers and field technicians apply the skills and knowledge in this unit. This unit assumes a background in telecommunications with experience in customer access networks and customer infrastructure, including equipment and cabling.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Workplace effectiveness
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 the analysis process
  • Verify the 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 a simple interview
  • Select interviewees with correct information about the matter being investigated and select an interview process to suit the circumstances of the interviewee
  • Prepare for an interview by performing preliminary research
  • Develop interview questions to identify key points for an effective interview
  • Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated
  • Record information obtained in the interview
       
Element: Analyse information
  • Analyse critical information by reviewing the situation being investigated
  • Assess between factual information and assumptions and make deductions based on factual critical information
  • Incorporate assumptions into the reasoning process where it assists in forming valid inferences
  • Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated
       
Element: Implement the outcomes of analysis
  • Identify practical actions based on inferences arising from the analysis process
  • Implement practical actions to resolve the situation
  • Review outcomes of practical action by assessing their impact on the 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.

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 ability to:

use a database

demonstrate listening, questioning and interviewing techniques

develop an accurate record of interview

integrate information from varied sources

draw logical inferences from information gathered

make sound recommendations for action based on inferences.

Context of and specific resources for assessment

Assessment must ensure:

operational customer contact centre

customer contact technologies currently used in industry

interview and evidence recording equipment

relevant regulatory and equipment documentation that impact on work activities.

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 observation of the candidate using a database to record information

direct observation of the candidate's questioning and interviewing techniques

review of records of interview completed by the candidate

oral or written questioning of the candidate to assess knowledge of information gathering practices.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICTWOR3231A Resolve technical enquiries using multiple information systems.

Aboriginal people and other people from a non-English speaking background may have second language issues.

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

Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.

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

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.

Required skills

literacy skills to:

read and interpret manuals, specifications, relevant enterprise policy and documentation

accurately record interviews

write notes and text files

negotiation skills to enable interaction with customer

numeracy skills to interpret and evaluate different types of technical data

planning and organisational skills to organise and prepare the resolution process

problem solving skills to respond to complex customer challenges

task management skills to work systematically with required attention to detail and adherence to all safety requirements

technical skills to advise on a range of customer equipment and environments and to perform diagnostic procedures

Required knowledge

analytical techniques appropriate for information analysis, especially deductive reasoning

computer keyboard usage

computer literacy

conflict resolution skills

database and spreadsheet concepts

enterprise information systems

information types and their sources

interpersonal skills

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

listening, questioning and interviewing

privacy issues

the influence of human factors on information analysis, e.g. prejudice, biases and fallacies in reasoning

typical issues and challenges that occur when dealing with customers

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.

Legislation, codes, regulations and standards may include:

Australian Communications Industry Forum (ACIF) standards and codes

Australian Communications and Media Authority (ACMA) technical standards

Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard

Australian building codes and regulations

Australian Standards

equal employment opportunity (EEO) and anti-discrimination legislation

enterprise standards

Privacy Act

Telecommunications Act

Telecommunications Industry Ombudsman

Trade Practices Act.

Sources of information may include:

customers or clients

fellow employees

field staff

information databases

other effected individuals.

Record information may include:

electronically based proformas

electronically based reports

hand written notes.

Interview process may include:

face to face interview

informal discussion

telephone interview

text based information gathering.

Analyse may include:

biographical analysis

comparative analysis

developing a hypothesis

geographical analysis

historical analysis

scenario generation.

Reasoning process may include:

decision-making

deduction

problem solving techniques.

Inferences may include:

estimates

explanations

probable interpretations

probable predictions.

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 the analysis process 
Verify the 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 the matter being investigated and select an interview process to suit the circumstances of the interviewee 
Prepare for an interview by performing preliminary research 
Develop interview questions to identify key points for an effective interview 
Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated 
Record information obtained in the interview 
Analyse critical information by reviewing the situation being investigated 
Assess between factual information and assumptions and make deductions based on factual critical information 
Incorporate assumptions into the reasoning process where it assists in forming valid inferences 
Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated 
Identify practical actions based on inferences arising from the analysis process 
Implement practical actions to resolve the situation 
Review outcomes of practical action by assessing their impact on the situation 

Forms

Assessment Cover Sheet

ICTWOR3232A - 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

ICTWOR3232A - 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: