This unit may apply to work in a range of community service contexts

ELEMENT

PERFORMANCE CRITERIA

1. Maintain accurate records

1.1 Identify information needs of clients and key stakeholders and negotiate options for meeting them with client and other relevant people

1.2 Update and maintain records and information in accordance with organisation procedures and report breaches to supervisor or management

1.3 Identify and access appropriate and relevant sources of information so the organisation can provide information relevant to its service delivery

1.4 Maintain specific information, including client assessment and referral records in accordance with organisation procedures and confidentiality considerations

1.5 Prepare and present reports to the required standard

2. Handle organisation correspondence

2.1 Deal with incoming correspondence according to established organisation guidelines

2.2 Prepare and despatch outgoing correspondence in accordance with organisation procedures

3. Provide information as required

3.1 Collect, index and maintain information in accordance with organisation procedures and requirements and to assure its currency and relevance

3.2 Prepare and present required information in a manner appropriate to audience and purpose and consistent with organisation procedures

3.3 Collect and maintain client statistics, inquiries and other data as required

3.4 Utilise appropriate processes to handle and process data to address workplace needs

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Use of relevant information technology

Relevant guidelines and policies of organisation

Government legislation and program guidelines

Operation procedures and occupational health and safety (OHS) requirements for use of office technology

Confidentiality requirements

Essential skills:

It is critical that the candidate demonstrate the ability to:

Maintain accurate and up to date records

Provide information when it is required

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Apply communication skills as required to provide instruction and support

Apply basic operational numeracy skills related to straight forward data

Utilise relevant information technology effectively in line with OHS guidelines

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions
This may include the use of languages other than English and alternative communications systems

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment of this unit include access to:

an appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment

Method of assessment:

Assessment may include observations, questioning and evidence gathered from the workplace
e.g. viewing of information and storage system, collected data etc.

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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.

Clients may include:

Individual members of the public

Family members and significant others

Referred or self referred

Records and reports may be verbal or written, according to the requirements of the job and may include:

Client information

Internal forms including:

time sheets

work sheets

correspondence incoming/outgoing

petty cash forms

reports for organisation and/or funding bodies

equipment usage report

financial statements

funding submissions

organisation policies and procedures manual

Correspondence may include:

Mail

Facsimiles

Email

Memos

Messages

Internal reports

Organisation newsletters

Information includes all that may be required for the effective operation of the organisation, including:

Details of relevant service provider, government agencies and funding sources

Details on the range of services provided by the organisation

Relevant government and organisation policies, legislation, statutory requirements

Client details

Network information

Professional development material

Data collected about clients or organisation operations

Processes for interpreting and analysing data include:

Relevant numerical calculations

This unit contains Employability Skills