This unit is applied in environments where accurate and detailed records of contacts are a mandatory requirement of the role. This may or may not involve using interview recording technology.

Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected in accordance with organisational, legislative and regulatory requirements. It also requires efficient use of any technology engaged in this activity.

This work is undertaken under supervision.

ELEMENT

PERFORMANCE CRITERIA

1. Obtain, record and analyse information from the community

1.1. Identify information sources

1.2. Collect and record information in accordance with legislation, policy and procedures

1.3. Collate, sort and analyse information collected in relation to the purpose for which it is being obtained

1.4. Ensure contents of recording forms/reports are complete, accurate, concise, legible, understandable and in the correct format

2. Take and compile statements

2.1. Obtain statements from sources appropriate to the matter being investigated

2.2. Take comprehensive statements that contain all details relevant to the matter being investigated, in accordance with legislation, policy and procedures

2.3. Use active and accurate listening when taking statements from people

3. Conduct interviews

3.1. Plan, manage and conduct interviews to gather maximum amount of information relevant to the matter being examined

3.2. Treat all interviewees fairly and equitably

3.3. Conduct and record interviews in accordance with legislation, policy and procedures

4. Utilise information/ database systems

4.1. Accurately enter information on database

4.2. Adhere to data entry security procedures

4.3. Identify and correctly use appropriate sources of information

4.4. Access/store information in accordance with legislation, policy and procedures

5. Use interview and evidence recording equipment

5.1. Operate all recording equipment in accordance with legislation, policy and procedures

5.2. Ensure records produced are authorised, stored and assessed in accordance with organisational procedures

5.3. Ensure records produced are clear, audible and presentable

5.4. Maintain equipment and usage logs in good order

6. Exchange information with other members within the organisation

6.1. Identify and use communication links within the organisation to exchange information

6.2. Assess the relevance of information received in terms of its intended purpose

6.3. Dispose of irrelevant information in accordance with legislation, policy and procedures

Required skills

analytical skills to effectively analyse information and data

interpersonal skills to establish rapport and to develop relationships with customers

literacy skills to clearly articulate information, advice and instructions, and to prepare and compile detailed statements or reports

numeracy skills to accurately analyse, record and store data in accordance with organisational requirements

organisational skills to manage own tasks within timeframes

questioning and listening skills to effectively understand and resolve issues raised.

Required knowledge

information types and their sources

procedures and security measures for accessing, storing, retrieving and sharing data from databases

rights of individuals in relation to the conduct of interviews and statement compilation

statutory, regulatory and legislative requirements

use of evidence/contact recording technology.

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 following is essential:

accurately collated information

records of interviews (including audio-tapes and statement if relevant to role)

demonstration of interview techniques

knowledge of statutory, regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, standards and guidelines.

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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of statements or recording of details of calls

review of compliance with statutory, regulatory, legislative and organisational requirements

oral and/or written questioning to assess knowledge of interviewing techniques and outcomes

oral and/or written questioning to assess knowledge of storage and disposal of information.

Guidance information for assessment

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

other contact centre operations units.

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 sources may include:

community groups

community leaders

crime/accident/incident scenes

customers or clients

fellow staff

general public

individuals

information databases

local government

local media

schools

specific target groups - in the case of opinion polls and surveys

Information may include:

addressing public order/general community issues

assisting in an investigation

details of an incident or medical emergency

locating a specific person

location of witnesses

opinion poll or customer survey

progressing/supporting court hearings/matters

Recording forms/reports may include:

hand written and electronically based pro-formas and reporting styles

use of organisation's enterprise information system

Comprehensive statements may include:

all detail required by the organisation

all information required for the investigation or research task

all relevant information

records in a format that comply with the legal requirements for statements; where appropriate and legal, statements may also be recorded in forms other than written such as audio-tape or audio-visual (video) tape

Recording equipment may:

include:

audio-tape recorders

authorisation, storage and filing of tapes/film, original and duplicates

basic fingerprinting equipment

video cameras and recording equipment

be modified for use by people with a disability

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.