Application
This unit of competency covers the skills and knowledge required to process information and respond to the information requirements of own job, including the completion of workplace documents, and clearly and concisely providing relevant information to others.
This unit of competency applies to personnel who are required to identify routine information requirements, access and process information, provide workplace and technical information within their area of expertise and complete workplace documentation. Information will be conveyed orally and in writing.
This unit of competency applies to all work environments and sectors within the industry.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element | ||
1 | Access information | 1.1 | Identify the need for information |
1.2 | Request appropriate information | ||
1.3 | Access information in accordance with procedures | ||
1.4 | Comply with security procedures in accessing appropriate information | ||
2 | Provide appropriate information | 2.1 | Deal with enquiries promptly and courteously |
2.2 | Establish details of enquiry by questioning and summarising | ||
2.3 | Provide appropriate information relevant to enquirer's request | ||
2.4 | Organise information clearly, concisely and logically | ||
2.5 | Provide information in a form that is readily understood by others | ||
2.6 | Provide information in a timely manner | ||
2.7 | Redirect enquiries to relevant personnel for resolution where outside the operator's area of responsibility |
3 | Give and follow routine instructions | 3.1 | Give accurate, clear and concise instructions that are appropriate for the receiver |
3.2 | Ensure that interaction with others is efficient, effective, responsive, courteous and supportive | ||
3.3 | Confirm that instructions are understood | ||
3.4 | Follow prescribed and routine work-related sequences |
4 | Provide reports | 4.1 | Complete all workplace documentation and reports clearly and accurately in accordance with procedures |
4.2 | Report all relevant information clearly and concisely |
Evidence of Performance
Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:
identify routine information requirements and access relevant information
use questions and summarising to seek clarification and confirm understanding
read and interpret workplace information
complete workplace forms and reports
provide workplace and technical information within own area of expertise
write legibly and/or use electronic keyboard
use clear and concise language appropriate to the receiver in verbal and written communication.
Evidence of Knowledge
Evidence must be provided that demonstrates knowledge of:
organisational procedures, including those covering:
data systems and data security
record keeping
privacy
intellectual property (IP)
use of internet
types and meaning of workplace codes, numbers, symbols, signs and colours typically used in the job/work environment
Assessment Conditions
The unit should be assessed holistically and the judgement of competence based on a holistic assessment of the evidence.
The collection of performance evidence:
should occur over a range of situations which include typical disruptions to normal, smooth operations
will use one or a combination of:
totally off the job, in which case it will use case studies and role plays as well as questions
evidence drawn totally from performance in the workplace
will typically include a supervisor/third-party report focusing on consistent performance and problem recognition and solving. A supervisor/third-party report must be prepared by someone who has a direct, relevant, current relationship with the person being assessed and who is in a position to form a judgement on workplace performance relevant to the unit of competency
may use industry-based simulation for all or part of the unit particularly where safety, lack of opportunity or significant cost is an issue.
Assessment should occur in operational workplace situations. Where this is not possible, or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment reflecting realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.
Assessment in a simulated environment should use evidence collected from one or more of:
walk-throughs
pilot plant operation
demonstration of skills
industry-based case studies/scenarios
‘what ifs’.
Knowledge evidence may be collected concurrently with performance evidence (provided a record is kept) or through an independent process, such as workbooks, written assessments or interviews (provided a record is kept).
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications associated with this unit.
Foundation skills are integral to competent performance of the unit and should not be assessed separately.
As a minimum, assessors must satisfy the Standards for Registered Training Organisations 2015 assessor requirements.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
This field allows for different 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. | |
Procedures | All operations must be performed in accordance with relevant procedures. Procedures are written, verbal, visual, computer-based or in some other form, and include one or more of the following: emergency procedures work instructions standard operating procedures (SOPs) safe work method statements (SWMS) temporary instructions any similar instructions provided for the smooth running of the plant |
Equipment | Equipment includes one or more of the following: telephone two-way radio computer, tablet, Smartphone or similar |
Sources of information | Sources of verbal information include one or more of the following: toolbox talks team meetings and production meetings shift handover planning sessions discussion with technical experts, supervisors and work health and safety (WHS) officers Sources of written material include one or more of the following: SOPs work instructions incident procedures operating manuals quality procedures training program contents/materials material safety data sheets (MSDS) job cards maintenance logs non-compliance reports incidence and accident reports permits schematics, process flows and engineering drawings |
Workplace documentation | Workplace documentation includes one or more of the following: forms checklists maintenance or production logs |
Reports | Reports include one or more of the following: oral reports, such as shift handover and toolbox talks written reports, either hand written or computer-based, such as: incident and injury reports daily/shift reports/logs |
Sectors
Competency Field
Support