ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive and process request for information

1.1 Document request using appropriate recording system

1.2 Confirm client identity and other party’s right to receive information

1.3 Clarify client needs and establish relevant criteria in consultation with designated person to ensure client needs are met

1.4 Research and identify appropriate response methods and format

1.5 Forward request for information to others where appropriate

2. Identify information sources

2.1 Identify and research relevant sources and locations of information

2.2 Obtain access to identified sources

2.3 Resolve problems with accessing information promptly and efficiently

3. Prepare to extract information

3.1 Locate and extract information relevant to particular request

3.2 Discuss and implement resolutions to problems in accessing information with designated person where appropriate

3.3 Copy extracted information according to organisation’s security and confidentiality procedures

3.4 Maintain integrity of content/information

4. Ensure information meets request

4.1 Analyse, evaluate and edit extracted information to fit client needs

4.2 Combine different types of information, where appropriate, to provide response to request

5. Compose report or correspondence

5.1 Develop plan and synopsis for report or correspondence

5.2 Write report or correspondence using clear and concise language

5.3 Check spelling, punctuation and grammar, and amend where necessary

6. Prepare to format report or correspondence

6.1 Format report or correspondence according to organisation’s requirements, policies and procedures

6.2 Check report or correspondence for accuracy and to ensure that intended meaning will be readily understood by recipient

7. Finalise report or correspondence

7.1 Arrange review and sign-off of report or correspondence with designated person within designated timelines

7.2 Apply organisation's information-recording procedures

7.3 Forward report or correspondence to client

Skill

Performance

Criteria

Description

Reading

1.4, 2.1, 4.1, 5.3, 6.1, 6.2

Interprets information from a range of texts to determine the procedures and strategies needed to perform a range of tasks

Identifies, accesses, analyses and evaluates information from a range of sources

Proofreads documents for accuracy of content, layout, grammar, spelling and punctuation

Writing

1.1, 1.2, 1.5, 3.4, 4.1, 4.2, 5.1, 5.2, 5.3, 6.1, 6.2, 7.2

Gathers, evaluates and integrates information from a range of sources to develop plans

Presents finished document in required format using language, structure and style appropriate to audience

Creates required records according to organisational recording procedures and systems

Oral Communication

1.2, 1.3, 3.2, 7.1

Participates in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding

Navigate the world of work

3.3, 6.1, 7.2

Recognises and follows legislative requirements and organisational policies and procedures associated with own role

Interact with others

1.2, 1.3, 3.2, 7.1, 7.3

Selects and uses appropriate conventions and protocols when sharing information with others

Get the work done

1.3, 1.4, 2.2, 2.3, 3.1, 3.2, 5.1, 6.1, 7.1

Plans, organises and implements tasks to meet organisational requirements

Uses the main features and functions of digital technologies and tools to complete work tasks

Recognises and takes responsibility for addressing predictable and some less predictable problems in familiar work contexts