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

SITXCCS301 Mapping and Delivery Guide
Provide lost and found services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITXCCS301 - Provide lost and found services
Description This unit describes the performance outcomes, skills and knowledge required to provide service to customers who have lost and found items. It requires the ability to determine and record details of items, investigate lost items, assist claimants and complete documentation.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to all tourism, travel, hospitality and event sectors.This unit mainly applies to frontline operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a basic operational function of minimal complexity and individuals who work with very little independence under close supervision would also use this skill.It applies to a range of people, including club, hotel and venue receptionists, hotel porters and customer service personnel within attractions and event facilities.
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: Determine and record details of lost and found items.
  • Obtain and verify descriptions and relevant details of lost or found items with customers.
  • Tag found items and place in a designated location.
  • Use the lost and found register to record details of lost and found items.
       
Element: Assist customers with lost and claimed items.
  • Conduct all communication in a professional, courteous and sensitive manner.
  • Provide customers with details of organisational procedures and obligations for lost and found items.
  • Investigate and trace lost items.
  • Investigate ownership of found items.
  • Verify claimant identification before releasing found items.
  • Obtain claimant signature for collection of items.
       
Element: Complete lost and found documents.
  • Update the lost and found register to reflect investigation and collection of lost items.
  • Complete lost and found reports according to organisational procedures.
  • Recommend improvements to lost and found procedures.
       


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:

communicate with the customer, interpret details and provide efficient and courteous lost and found services on multiple occasions

record clear descriptions of lost and found items in the register and write simple reports

complete investigation of lost items within deadlines determined by the customer or the organisation.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry environment where lost and found services are provided

secure storage for items

current commercial lost and found registers, procedures and reporting documents

customers with whom the individual can interact.

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, using role plays, of the individual providing lost and found services

review of lost and found registers and reports completed by the individual

written or oral questioning to assess knowledge of:

procedures

location of storage facilities

methods of investigating lost and found items

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:

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITXCCS302 Provide club reception services

SITXCCS303 Provide service to customers

SITXCOM201 Show social and cultural sensitivity.

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:

determine details of lost items using active listening and questioning techniques

discuss details of lost items in a sensitive manner

initiative and enterprise skills to recommend improvements to lost and found procedures

literacy skills to:

read and interpret organisational lost and found procedures, details within the register and claimant identification documents

write clear descriptions of lost and found items in the register and write simple reports

problem-solving skills to investigate and find lost items.

Required knowledge

for lost and found items:

organisational procedures

formats for and inclusions of reports

methods to succinctly and clearly record details

methods of investigating

location of storage facilities for found items

requirements for securing items

the layout of the property

formats for lost and found registers and required entries.

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.

Designated locations may include:

locked cupboard

locked storage room

safe facilities.

Details of lost and found items may include:

dates, times and location of loss

where items have been found, dates and times

description of item

customer contact details.

Communicationmay involve:

active listening

control of tone of voice and body language

interpreting non-verbal and verbal messages

language, verbal or non-verbal

questioning to clarify and confirm understanding

use of language and concepts appropriate to cultural differences

use of positive, confident and co-operative language.

Lost and found reports may include:

daily or weekly reports

logs, journals

verbal reports

manual and computer reports

written reports.

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
Obtain and verify descriptions and relevant details of lost or found items with customers. 
Tag found items and place in a designated location. 
Use the lost and found register to record details of lost and found items. 
Conduct all communication in a professional, courteous and sensitive manner. 
Provide customers with details of organisational procedures and obligations for lost and found items. 
Investigate and trace lost items. 
Investigate ownership of found items. 
Verify claimant identification before releasing found items. 
Obtain claimant signature for collection of items. 
Update the lost and found register to reflect investigation and collection of lost items. 
Complete lost and found reports according to organisational procedures. 
Recommend improvements to lost and found procedures. 

Forms

Assessment Cover Sheet

SITXCCS301 - Provide lost and found services
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

SITXCCS301 - Provide lost and found services

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: