This unit applies to the provision of specialist information to clients.

ELEMENT

PERFORMANCE CRITERIA

1. Develop and maintain specialist knowledge

1.1. A comprehensive knowledge and understanding of specialist information is actively and regularly researched from industry and other sources.

1.2. Characteristics of industry practices, products and services are identified and understood using available documentation.

1.3. Information is accurately documented and maintained in a format consistent with enterprise requirements.

1.4. Acquired knowledge is applied to improve quality within personal work areas.

2. Consult with clients

2.1. Consultation with clients is conducted in a professional and courteous manner according to enterprise requirements.

2.2. Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information.

2.3. Work practices reflect sensitivity to client's requirements, specific needs and cultural, family and individual differences.

3. Provide a response to client enquiries and need

3.1. Information relevant to client's needs is prepared in line with enterprise requirements.

3.2. Information emphasises issues relevant to client needs.

3.3. Information is based on sound research practices and preparation is achievable within enterprise resources.

3.4. Evidence in support of information is researched, shown to be verifiable and documented in a suitable format.

3.5. Information is structured to identify clear benefits to clients and the organisation.

3.6. Information is documented and presented in a professional format and style to the client for consideration and discussion.

3.7. Client feedback is evaluated by survey to improve future provision of technical information and professional services.

Required skills

develop and maintain industry wide specialist knowledge

provide a professional service to client enquiries and needs

demonstrate discretion and judgement in stakeholder interaction

maintain a current and documented interpretation of the legislative, environmental and financial implications for industry

implement professional practice in stakeholder consultation and report documentation

use literacy skills to fulfil job roles as required by the organisation. The level of skill may range from reading and understanding documentation to completion of written reports

use oral communication skills/language competence to fulfil the job role as specified by the organisation including questioning, active listening, asking for clarification, negotiating solutions and responding to a range of views

use numeracy skills to estimate, calculate and record complex workplace measures

use interpersonal skills to work with others and relate to people from a range of cultural, social and religious backgrounds and with a range of physical and mental abilities.

Required knowledge

products, treatments and/or services

environmental sustainability and land use issues relevant to the industry

enterprise policy and procedures for customer service including handling customer complaints

service standards and best practice models

strategies for planning and monitoring activities

consultation methods, techniques and protocols

current enterprise, government and local council policy, legislation and regulations

mechanisms to obtain and analyse customer feedback.

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

maintain technical currency for specialist knowledge

maintain a current and documented interpretation of the legislative, environmental and financial implications for industry

cultivate and maintain industry wide sources of information and advice

determine client needs by professional consultation

provide information with comprehensive advice and recommendations detailing implications for the client

document financial and implementation issues for the individual client

evaluate the relevance, applicability and timeliness of advice by client survey and review of financial benefits.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

Specialist advice may include:

expert testimony or documentation and professional reports based on extensive knowledge or ability based on research, experience, or occupation and in a particular area of work.

Advice areas may include:

agricultural

horticultural and/or land management practices

products

treatments

policies

issues.

Unit sector

Work

This unit contains employability skills.