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

TLIP2039A Mapping and Delivery Guide
Ensure the confidentiality, privacy and security of customer information

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency TLIP2039A - Ensure the confidentiality, privacy and security of customer information
Description This unit involves the skills and knowledge required to apply principles and requirements relating to confidentiality, privacy and security of information collected when providing services to customers.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to individuals working in customer service roles in transport and other organisations who may be required to collect personal information from customers. The unit covers maintaining the confidentiality, privacy and security of customer personal information under legislation, and organisational policies and procedures. It covers working within accepted codes of conduct and following confidentiality, privacy and security provisions.
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: Work within accepted codes of conduct
  • Work requirements and/or delegated task/s are confirmed with relevant personnel
  • Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements
  • Customers are treated professionally and with respect when collecting personal data
       
Element: Follow confidentiality and privacy procedures
  • Information and requests for information are assessed with regard to what is and what is not disclosable
  • Discretion and judgement is used in all communications
  • Customer-related matters are only discussed with appropriate personnel
  • Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information
       
Element: Follow security procedures
  • Customer information and other confidential documentation is secured appropriately
  • All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and 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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement.

Assessment must include exercises that demonstrate competent performance of the following in a range of situations:

identifying types of inquires that are likely to be made and providing appropriate responses

documenting activities in which confidentiality, privacy and security are maintained, which may include:

examples of actions taken

how difficult situations were addressed

how guidance was provided about confidentiality, privacy and security, and clarification obtained (as required).

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

an appropriate range of relevant operational situations in the workplace.

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.

Method of assessment

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace.

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 knowledge and skills required for this unit.

Required knowledge:

Organisational policies and procedures for confidentiality, privacy and security

Relevant legislation, regulations, codes of practice and standards that impact on business operations, such as:

anti-discrimination

ethics

freedom of information

privacy

work health and safety (WHS)/occupational health and safety (OHS)

Required skills:

Access and secure records

Clarify requirements and resolve difficult issues with customers

Communicate effectively with customers and relevant personnel

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Relevant personnel may include:

managers

specialised staff

supervisor

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
Work requirements and/or delegated task/s are confirmed with relevant personnel 
Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements 
Customers are treated professionally and with respect when collecting personal data 
Information and requests for information are assessed with regard to what is and what is not disclosable 
Discretion and judgement is used in all communications 
Customer-related matters are only discussed with appropriate personnel 
Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information 
Customer information and other confidential documentation is secured appropriately 
All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures 

Forms

Assessment Cover Sheet

TLIP2039A - Ensure the confidentiality, privacy and security of customer 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

TLIP2039A - Ensure the confidentiality, privacy and security of customer 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: