This unit may be applied in any sector of the financial services industry, in particular the personal injury management sector. The skills may also be applied as part of a formal internal dispute resolution process.

ELEMENT

PERFORMANCE CRITERIA

1. Clarify the requirements for information

1.1. Scope and purpose for which the information is required are clarified

1.2. Timelines for collection and presentation of information is determined

2. Collect and organise information

2.1. Sources of information are identified

2.2. Information/data is obtained and appropriately recorded in accordance with legislative requirements

2.3. Information/data is checked to see that it is accurate, up to date and comprehensive

2.4. Information/ data is organised for ease of use

3. Analyse and draw conclusions, if necessary

3.1. Information /data is interpreted and analysed

3.2. Significance of information/data is determined and discussed with appropriate personnel

3.3. Conclusions based on information/data are drawn, if required

4. Present information in appropriate format

4.1. Information is presented in an appropriate format and in accordance with organisation procedures

4.2. Completeness and accuracy of the information/data and justification of the conclusions are evaluated

4.3. Deadline for presentation of the information is met

Required skills

communication skills to:

determine and confirm information, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

use internet information

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

organisation skills, including the ability to plan and sequence work

data collection, analysis and interpretation skills

appropriate data presentation skills (written/oral)

file management and organisation skills

appropriate written and oral interpersonal skills

Required knowledge

investigation methods

knowledge of organisation policies and procedures

knowledge of organisation products and services

knowledge of information technology and communication systems

knowledge of relevant legislative reporting requirements

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 ability to:

clarify requirements for collection of information

collect and organise information

analyse information and draw conclusions

present information in appropriate formats

utilise organisation technology.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisation policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

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 may include:

basic information for management

regulator/government reporting

routine statistical reports.

Sources of information may be:

Australian Bureau of Statistics (ABS)

government departments

computerised or manual

libraries (organisation libraries or other libraries such as public or university libraries)

professional bodies

workplace document and computer files.

Legislative requirements may include:

Disability and Discrimination Act

Equal Opportunity Act

industry codes of practice

legislation relevant to personal injury and rehabilitation industry sectors

Occupational Safety and Health Act

Surveillance Act

Workplace Relations Act.

Unit sector

Personal injury management

This unit contains employability skills.