Application
This unit of competency supports the full range of access consulting services. It will support all aspects of the work of access consultants.
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1Communicate effectively with clients and other stakeholders. | 1.1 The information needs of clients and other stakeholders are explored and assessed with empathy and in accordance with organisational requirements. 1.2 Information is accessed from appropriate sources and reviewed for compliance requirements in accordance with relevant standards, codes and legislative requirements. 1.3 Information is provided to clients and other stakeholders in a clear, accurate and appropriate manner using effective interpersonal skills and communication techniques in accordance with legislative and organisational requirements. | ||
1.4 Reports are prepared for clients and other stakeholders in a timely and appropriate manner in accordance with organisational requirements. 1.5 Meetings are arranged with clients and other stakeholders to facilitate the provision and/or exchange of information and advice. | |||
2Communicate effectively with others in the work environment. | 2.1 Requests for information from clients, colleagues and other stakeholders are responded to in a prompt and positive manner and in accordance with organisational requirements. 2.2 Conflict between clients and other stakeholders is resolved by negotiation in accordance with organisational requirements. | ||
3Maintain workplace records and documentation. | 3.1 Reports, client records and other workplace documentation are prepared and completed legibly and promptly in accordance with client and organisational requirements. 3.2 Advice and information that comply with relevant 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 in accordance with legislative and organisational requirements. | ||
Required Skills
This section describes the essential skills and knowledge and their level, required for this unit.
Required knowledge and understanding include:
commonwealth, state and territory anti-discrimination legislation and regulations
communication techniques, including:
active listening to clarify and confirm understanding
appropriate body language
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
feedback to confirm understanding of needs
flexibility and a willingness to negotiate
language that is:
accurate, articulate and concise
positive, confident and cooperative
verbal or non-verbal
presenting options and consequences
reflection
summarising and paraphrasing to check understanding
disability awareness
efficient and effective customer service
how to source and access documentation to meet the requirements of the relevant standards, codes and legislation
industry codes of practice and ethics
limitations of work role, responsibility and professional abilities
organisational and professional procedures and business standards
principles of the communication process
processes for recording data and administering records
relevant commonwealth, state and territory legislation applying to the specific area of work e.g. building legislation, codes and Australian standards
writing reports and other workplace documentation.
Required skills and attributes include:
analytical skills to:
interpret and apply legislative requirements pertaining to disability access
interpret the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment
interpret how the full range of environmental barriers impacts on people with disabilities (who may have any of many impairments)
evaluate the information and advice needs of clients and other stakeholders
application skills to:
apply relevant codes of practice and other legislative requirements to work processes
apply disability awareness to work processes
communication skills to:
be culturally aware and use language sensitively
consult effectively with clients and colleagues
exercise control of tone of voice and body language
explain clearly information on issues relating to the provision of access
impart knowledge and ideas through oral, written and visual means
lead discussion to determine client and other stakeholder concerns and identify client needs
practise reflection
present options and explain consequences
provide constructive feedback
seek feedback to confirm understanding of needs
summarise and paraphrase to check understanding
use active listening to clarify and confirm understanding
use effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
use effective telephone techniques
use language that is:
accurate, clear and concise
positive, confident and cooperative
use questioning effectively to clarify understanding
interpersonal skills to:
relate to people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities
provide advice in a sensitive and appropriate manner
facilitate change for greater awareness of disability access
analyse own work practices and process outcomes critically
adapt to new workplace situations
literacy skills to:
assess and use workplace information
produce accurate and legible reports and other forms of written communication
read and record data
process written and verbal information
numeracy skills to:
perform basic calculations related to the job
organisational 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
prepare and administer documentation
report-writing skills to:
prepare access reports to meet the contractual requirements of the client
prepare access reports that meet organisational requirements
teamwork skills to:
work effectively with other people
technical skills to:
facilitate meetings
use conflict resolution techniques
technology skills to:
apply information technology and computer skills to prepare working documentation and materials for presentation.
Evidence Required
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.
Overview of assessment | This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function. |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | A person who demonstrates competency in this unit must be able to provide evidence of: recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have collecting information from appropriate sources to prepare advice to clients on issues related to the provision of access and compliance requirements communicating effectively with clients and other stakeholders to assess access requirements and to ensure that legislative, client and other stakeholder requirements are addressed communicating effectively with others in the workplace to achieve workplace objectives and applying appropriate conflict resolution techniques to resolve issues of conflict facilitating meetings with clients and other stakeholders recording, storing securely, maintaining and updating client and other stakeholder data and documentation applying organisational management policies and procedures, including quality assurance requirements. |
Context of and specific resources for assessment | Resource implications for assessment include: a registered provider of assessment services competency standards assessment materials and tools suitable assessment venue/equipment workplace documentation candidate special requirements cost and time considerations. Validity and sufficiency of evidence requires that: competency will need to be demonstrated over a period of time reflecting the scope of the role where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit. |
Range Statement
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 in the performance criteria is detailed below. 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.
Organisational requirements may be outlined and reflected in: | access and equity policy, principles and practices business and performance plans client service policies, procedures and standards codes of conduct and codes of practice communication channels and reporting procedures communication of services offered complaint and dispute resolution procedures compliance with legislation, codes and workplace standards continuous improvement processes and standards defined resource parameters duty of care employer and employee rights and responsibilities ethical standards legal policies and guidelines occupational health and safety policies, procedures and programs organisational mission statement, goals, objectives, plans, systems and processes policies and procedures relating to the setting of fees and the negotiation and management of contracts policies and procedures relating to own role, responsibilities and delegation privacy and confidentiality policies and procedures quality assurance and/or procedures manuals records and information management systems and processes style guides and other guides used to prepare documents. |
Appropriate sources may include: | Australian standards BCA, including updates and interpretations building certifier requirements clients and other stakeholders commonwealth DDA and state and territory anti-discrimination legislation and regulations electrical codes enterprise operating procedures other 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 industry codes of practice and ethics plumbing codes product manufacturers' technical manuals and data sheets workplace codes of practice. |
Relevant standards, codes and legislative requirements may include: | Australian standards BCA, including updates and interpretations building certifier requirements commonwealth DDA and state and territory anti-discrimination legislation and regulations electrical codes enterprise operating procedures other commonwealth, state and territory, and local government legislation and regulations, including: building environmental industry codes of practice and ethics plumbing codes product manufacturers' technical manuals and data sheets workplace codes of practice. |
Communicating in an appropriate manner may include: | written correspondence: formal (e.g. memorandums) informal (e.g. company message pads) completion of pre-drafted templates electronic (e.g. email) verbal communication with written follow up. |
Interpersonal skills and communication techniques may include: | active listening to clarify and confirm understanding control of tone of voice and body language culturally aware/sensitive use of language and concepts demonstrating flexibility and a willingness to negotiate presenting options and consequences providing constructive feedback reflection seeking feedback to confirm understanding of needs summarising and paraphrasing to check understanding using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures) using language that is: accurate, articulate and concise positive, confident and cooperative verbal or non-verbal. |
Clients and other stakeholders may include: | agents and 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 other appropriate bodies or organisations project managers and site managers. |
Client records may include: | computer files and online data hard copy client history files including plans, drawings, specifications and previous reports. |
Sectors
Unit sector
Access consulting
Employability Skills
This unit contains employability skills.
Licensing Information
Not Applicable