Application
This unit of competency specifies the outcomes required to communicate effectively with clients and stakeholders involved in the provision of access consulting services. Access consultants are required to communicate effectively about compliance with the Disability Discrimination Act (DDA) Premises Standards, the Building Code of Australia (BCA), and applicable commonwealth, state and territory legislation with respect to access to buildings and services for people with disabilities.
The unit supports the full range of access consulting services carried out in an environment where suitable methods of communication are vital to the efficient assessment of facilities and services. It applies to access consultants working without supervision to ensure effective relationships between themselves, clients and other stakeholders are maintained.
No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. | ||
1. | Communicate effectively with clients and other stakeholders. | 1.1. | Client and stakeholder information requirements are identified and assessed in a professional manner according to organisational requirements. |
1.2. | Required information is accessed from appropriate sources and reviewed for compliance requirements according to legislation, codes and standards. | ||
1.3. | Information is provided to clients and other stakeholders according to legislative and organisational requirements. | ||
1.4. | Reports are prepared for clients and other stakeholders according to organisational requirements and within required timeframes. | ||
1.5. | Meetings are arranged with clients and other stakeholders to facilitate the provision and/or exchange of information and advice. | ||
2. | Communicate effectively to support work outcomes. | 2.1. | Requests for information from clients, colleagues and other stakeholders are responded to in a prompt and positive manner and according to organisational requirements. |
2.2. | Conflict between clients and other stakeholders is resolved by negotiation according to organisational requirements. | ||
3. | Maintain workplace records and documentation. | 3.1. | Reports, client records, and other workplace documentation are prepared and completed within required timeframes according to client and organisational requirements. |
3.2. | Advice and information that comply with applicable standards, codes and legislative requirements are included in reports, client records, and other workplace documentation. | ||
3.3. | Reports, client records and other workplace documentation are recorded, retained and stored according to legislative and organisational requirements. |
Evidence of Performance
A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also provide three different pieces of information or advice to clients or other stakeholders on issues relating to the provision of access and access compliance requirements, in which the work must include:
collecting information in preparation for provision of information or advice
ensuring that legislative, organisational, client or stakeholder requirements are identified and addressed
using three of the following different forms of verbal or non-verbal communication when providing the above information or advice:
formal hard copy written correspondence with client, such as a memorandum
informal electronic written correspondence with colleague or client, such as email
verbal communication with client or stakeholder, with written follow-up
facilitating a meeting with client or stakeholder
recording, storing, maintaining and updating client and other stakeholder data and documentation relating to the above communication.
The above access-related information or advice must:
reflect client or stakeholder information requirements
be communicated in plain English
meet organisational requirements, including format and timeframes.
During the above communication, the person must use effective interpersonal communication techniques with clients and stakeholders, including:
using language that is accurate, articulate and concise
confirming and eliciting information
demonstrating active listening to clarify and confirm understanding
controlling tone of voice and body language
using culturally aware language and concepts
demonstrating flexibility and willingness to negotiate
presenting options and consequences
providing constructive feedback
seeking feedback to confirm understanding of needs
summarising and paraphrasing to check understanding
using effective presentation aids where required, such as audiovisual slides, diagrams, photographs and pictures.
In communicating the above information or advice, the person must interpret:
legislation, codes and standards relating to access for people with disabilities
impact of the full range of disabilities and the limitations that each disability places on the individual’s ability to access the environment
how the full range of environmental barriers impacts on people with a range of disabilities and impairments.
On a further separate occasion, the person must communicate effectively with colleagues to achieve workplace objectives relating to disability access, applying negotiation or conflict resolution techniques to resolve issues or conflict.
Evidence of Knowledge
A person demonstrating competency in this unit must demonstrate knowledge of:
key requirements of legislation, codes and Australian standards applicable to the specific area of work and relating to the provision of access for people with disabilities, including:
anti-discrimination legislation and regulations
Australian standards relating to accessibility
building legislation
Disability Discrimination Act (DDA)
DDA Premises Standards
DDA Transport Standards
interpersonal communication techniques as specified in the performance evidence
disability awareness to inform application of legislation, including:
range of disabilities to be considered when conducting assessment
disability-specific physical barriers to accessing building and its facilities
disability-specific minimum legislative and regulatory requirements for enhancing building accessibility
key requirements of professional code of practice for access consultants
organisational requirements relating to communicating effectively as an access consultant, including:
client service standards
organisational communication processes and protocols
privacy, confidentiality and security requirements
processes for recording data and administering records
processes for writing reports and other workplace documentation
quality assurance requirements
procedures for sourcing and accessing documentation to meet the requirements of access standards, codes and legislation
roles, responsibilities and duties of access consultants relating to communicating information and advice.
Assessment Conditions
The following must be present and available to learners during assessment activities:
equipment:
communication equipment required to provide the information and advice specified in the performance evidence
computer and software to access, retrieve, store and distribute information
specifications:
legislation, codes and Australian standards applicable to the specific area of work and relating to the provision of access for people with disabilities
relationships, including consultation with:
diverse range of clients
sources of information, including regulatory authorities
colleagues.
Timeframe:
communication of information or advice within timeframes specified by the workplace.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. | |
Skill | Performance feature |
Learning skills to: | maintain knowledge of current legislation, codes, standards, practices and industry updates relating to access matters. |
Oral communication skills to: | demonstrate command of language to convey information relating to the provision of access in a clear and accessible manner demonstrate communication techniques suited to individual clients and stakeholders and required to clarify and elicit information convey knowledge and ideas through oral and visual means. |
Reading skills to: | read a range of complex texts, site plans, diagrams, graphs and charts and extract and assess information relating to access requirements. |
Writing skills to: | produce accurate and legible access reports and other forms of written communication that meet organisational and client contractual requirements. |
Planning and organising skills to: | collect, organise and collate information implement organisational policies and procedures respond to requests from clients and other stakeholders respond to customer service expectations. |
Digital literacy skills to: | apply information technology and computer skills to prepare working documentation and materials for presentation. |
Range Statement
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below. | |
Required information must: | reflect information relating to access consulting work processes, including: codes of practice and legislative requirements disability awareness include at least one of the following: online or electronic information, such as computer files hard copy client history files, such as plans, drawings, specifications and previous reports. |
Appropriate sources must include: | Australian standards BCA, including updates and interpretations building certifier requirements clients and other stakeholders commonwealth, state and territory, and local government legislation and regulations, including: building environmental commonwealth, state and territory human rights, equal opportunity, and disability discrimination agencies DDA, and state and territory anti-discrimination legislation and regulations electrical and plumbing codes enterprise operating procedures industry codes of practice and ethics product manufacturers’ technical manuals and data sheets workplace codes of practice. |
Clients and other stakeholders must include at least one of the following: | agents or agent representatives builders and allied trades people building architects and designers building owners and occupiers building certifiers engineers commonwealth, state and territory, and local government authorities industry associations maintenance providers manufacturers and suppliers of disability access products project managers and site managers. |
Sectors
Access consulting