1

Work within accepted codes of conduct

1.1

Work requirements and/or delegated task/s are confirmed with relevant personnel

1.2

Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements

1.3

Customers are treated professionally and with respect when collecting personal data

2

Follow confidentiality and privacy procedures

2.1

Information and requests for information are assessed with regard to what is and what is not disclosable

2.2

Discretion and judgement is used in all communications

2.3

Customer-related matters are only discussed with appropriate personnel

2.4

Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information

3

Follow security procedures

3.1

Customer information and other confidential documentation is secured appropriately

3.2

All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures

This section describes the knowledge and skills required for this unit.

Required knowledge:

Organisational policies and procedures for confidentiality, privacy and security

Relevant legislation, regulations, codes of practice and standards that impact on business operations, such as:

anti-discrimination

ethics

freedom of information

privacy

work health and safety (WHS)/occupational health and safety (OHS)

Required skills:

Access and secure records

Clarify requirements and resolve difficult issues with customers

Communicate effectively with customers and relevant personnel

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement.

Assessment must include exercises that demonstrate competent performance of the following in a range of situations:

identifying types of inquires that are likely to be made and providing appropriate responses

documenting activities in which confidentiality, privacy and security are maintained, which may include:

examples of actions taken

how difficult situations were addressed

how guidance was provided about confidentiality, privacy and security, and clarification obtained (as required).

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

an appropriate range of relevant operational situations in the workplace.

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.

Method of assessment

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Relevant personnel may include:

managers

specialised staff

supervisor