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.

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:

using communication skills to identify scope of required investigative services and advising client of available options

conducting an investigation to meet client needs ensuring evidence is valid and gathered in a legal manner

identifying and promptly handling possible problems and areas of client dissatisfaction and using these as the basis for improvements to service delivery

ensuring all investigative records and information are maintained with due regard to client confidentiality.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

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

Required skills

communicate using appropriate channels and communication modes

identify and comply with applicable legal and procedural requirements, including licensing requirements, relevant to investigative activities

interpret and follow instructions and procedures

operate basic investigative equipment

organise investigative equipment and resources

participate effectively in meetings, discussions and interviews

record, report and document information which may be used as evidence

relate to people from a range of social, cultural and ethnic backgrounds and of varying physical and mental abilities

risk assessment

source, collect and organise information

use and interpret maps and street directories.

Required knowledge

applicable licensing and legal requirements relevant to investigative operations

communication channels and modes

information gathering techniques

interviewing, reviewing and debriefing processes

investigative methods using surveillance and factual investigation

legislative restrictions on the use of recording devices

observation and monitoring techniques

operational functions of a range of investigative equipment

principles of effective communication including interpersonal techniques

reliable sources and methods for collecting information

reporting and documentation requirements

requirements for collecting, preserving and presenting evidence

requirements for continuity of evidence.

standards and procedures for client service.

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.

Interpersonal techniquesmay include:

active listening

being respectful and non-discriminatory to others

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

interpreting non-verbal and verbal messages

maintaining professionalism

providing and receiving constructive feedback

questioning to clarify and confirm understanding

two-way communication

use of communication appropriate to cultural differences

use of positive, confident and cooperative language.

Investigationmay be:

factual

surveillance.

Investigative services may include:

conducting interviews and taking statements

evaluating evidence and information

gathering factual information

mobile and static monitoring of persons or property

surveillance by foot or vehicle.

Communication skillsmay include:

active listening

comprehension

note-taking

positive body language

negotiation

questioning

reading accurately

speaking clearly

summarising

writing.

Limitationsmay relate to:

authority to conduct investigation

being unsure of best method for investigation

current competence level

difficulties in meeting timelines

insufficient or outdated investigations technology or equipment

licensing requirements

technical expertise or knowledge relating to required investigation

understanding of investigative requirements

understanding or compliance with legal requirements.

Relevant personsmay include:

client

colleagues

investigations specialists

police

security personnel

supervisor.

Assignment instructions may include:

client identification information

incident and security risk response procedures

investigation purpose and objective

investigation tasks and procedures

investigation timeframe

personal presentation requirements

premises location and layout

reporting and documentation requirements

resource and equipment requirements

surveillance plan

travel routes and schedules.

Legislative requirementsmay relate to:

applicable commonwealth, state and territory legislation which affects investigative work such as:

workplace safety

environmental issues

equal employment opportunity

industrial relations

anti-discrimination and diversity

Australian standards and quality assurance

authority to conduct investigation

award and enterprise agreements

evidence collection

freedom of information

licensing arrangements and certification requirements

privacy requirements

relevant industry codes of practice

restrictions on the use of recording devices

surveillance and listening devices.

Possible problemsmay relate to:

cash flow

delivery of services

insurance, time penalties, disputes

legal or licensing requirements

limited access to assistance and resources

limited access to investigative information

own investigative skills and knowledge

quality or currency of investigative equipment and technology

restricted access to subject of investigation

risks and hazards

vehicles

weather and environment conditions.

Evidencemay relate to:

audio evidence

documentation, records and information relating to investigation

facts which have been gathered

films or videos

photographs

sketches or drawings

statements

written and electronic notes.

Verifiable evidencemay include:

audit documentation and reports

complaints

customer satisfaction questionnaires

lapsed customers

quality assurance data.