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

SITXCCS101 Mapping and Delivery Guide
Provide information and assistance

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITXCCS101 - Provide information and assistance
Description This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities and services.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Provision of information and assistance is often facetoface but may be by telephone or other remote mechanism. Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.
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: Access and update information.
  • Source and access information on facilities and services.
  • Incorporate information into day to day working activities.
  • Support efficiency and quality of service by sharing information with colleagues.
  • Identify and use opportunities to update and maintain facility and service knowledge.
       
Element: Assist customers.
  • Proactively identify information and assistance needs of customers, including those with special needs.
  • Provide accurate information in a clear, courteous and culturally appropriate way.
  • Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  • Identify and use opportunities to promote internal products and services.
       
Element: Seek feedback on services.
  • Proactively seek feedback on services from customers.
  • Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
  • Provide information on customer feedback to relevant colleagues.
       


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:

access information on relevant services and facilities

provide information and assistance in response to multiple and diverse requests in a courteous and culturally appropriate manner.

Context of and specific resources for assessment

Assessment must ensure use of:

other people to allow for the demonstration of interpersonal skills.

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 individual providing assistance and information

use of case studies to assess ability to source different types of information for different purposes

written or oral questioning to assess knowledge of information sources and the role of information systems within the venue

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE101 Interpret aspects of local Australian Indigenous culture.


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

communication skills to:

interact in a friendly and courteous way with customers

provide clear and accurate information

literacy skills to:

source information on a predictable range of customer requests

problem-solving skills to identify and respond to situations where referral to others is required

self-management skills to keep up-to-date with information

teamwork skills to share information with colleagues.

Required knowledge

sources of information on organisational services and facilities

organisational facilities, services and procedures, including for those with special needs, such as parking, exhibits, show times, retail outlets and special events

sources of advice and referral

safety and emergency procedures for customers, colleagues and self

sources of customers in the relevant industry context.

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 on facilities and services may relate to:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverage

new activities, events or procedures

opening hours

operational changes

pricing

promotional activities

retail

ticket sales

times of activities or events.

Opportunities to update and maintain facility and service knowledge may include reference to:

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings.

Feedback may be:

formal, including surveys, interviews and structured questioning

informal, including observation or casual discussion.

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
Source and access information on facilities and services. 
Incorporate information into day to day working activities. 
Support efficiency and quality of service by sharing information with colleagues. 
Identify and use opportunities to update and maintain facility and service knowledge. 
Proactively identify information and assistance needs of customers, including those with special needs. 
Provide accurate information in a clear, courteous and culturally appropriate way. 
Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues. 
Identify and use opportunities to promote internal products and services. 
Proactively seek feedback on services from customers. 
Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation. 
Provide information on customer feedback to relevant colleagues. 

Forms

Assessment Cover Sheet

SITXCCS101 - Provide information and assistance
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

SITXCCS101 - Provide information and assistance

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: