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 understanding and knowledge of the following:

complying with organisational policies and procedures and relevant legislation in dealing with security clients

working with clients to address security concerns or issues using effective communication and negotiation skills

responding promptly and sensitively to client complaints and evaluating and using feedback as the basis for improving client service and relationships

following agreed procedures for reporting and recording of client information and complaints processes and outcomes

in consultation with others, using verifiable evidence to review and analyse service provision and level of client satisfaction.

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

analysis of information to identify problems and areas for improvement

complete workplace documentation and reports

information technology

literacy skills to understand and communicate security information (reading, writing, speaking, numeracy and listening)

negotiation

numeracy skills to estimate time to complete work tasks and resource requirements

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

present a professional image

problem solving and negotiation

questioning to check understanding

research

risk assessment.

Required knowledge

client service standards

difference between negative and positive language

differences between written and spoken English

duty of care requirements

how to read and use body language to gain confidence of clients

how to safeguard confidential information

how to use business equipment to present information

legislation, regulations and contractual obligations applicable to providing security services

organisational policies and standards relating to the presentation of information for clients

organisational standards and procedures for client service

procedures and channels for reporting information

procedures for reporting, evaluating and responding to client complaints

range of security services, systems and equipment and their uses

rights and responsibilities of clients.

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.

Legislative requirementsmay relate to:

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

workplace safety

environmental issues

equal employment opportunity

industrial relations

anti-discrimination and diversity

Australian building codes and regulations

Australian Communications Authority cabling standards

Australian standards and quality assurance requirements

award and enterprise agreements

evidence collection

freedom of information

licensing arrangements and certification requirements

privacy requirements

relevant industry codes of practice

telecommunications

trade practices.

Organisational requirementsmay relate to:

access and equity policies, principles and practices

business and performance plans

client service standards

code of conduct, code of ethics

communication and reporting procedures

complaint and dispute resolution procedures

emergency and evacuation procedures

employer and employee rights and responsibilities

Occupational Health and Safety (OHS) policies, procedures and programs

own role, responsibility and authority

personal and professional development

privacy and confidentiality of information

quality assurance and continuous improvement processes and standards

resource parameters and procedures

roles, functions and responsibilities of security personnel

storage and disposal of information.

Social and cultural differencesmay be expressed in:

beliefs, values or practices

conventions of gender or sexuality

cultural stereotypes

dress

food or diet

language

religious and spiritual observances

social conventions

traditional practices and observations.

Communication skillsmay include:

active listening

comprehension

negotiation

note-taking

positive body language

questioning

reading accurately

speaking clearly

summarising

writing.

Client service may relate to:

dealing with conflict

efficient use of resources

handling and recording complaints

meeting agreed timelines

meeting allocated duties and responsibilities.

meeting budget and agreed costs

professionalism and conduct

regular communication and reporting

Special requirementsmay relate to:

control of exit from and access to premises

crowd control

emergency security services

escort of people and property

non-routine information or service provision

screening of property and people

urgent requests.

Verifiable evidencemay include:

auditable documentation and reports

client satisfaction questionnaire

feedback from lapsed clients

quality assurance data

records of complaints and actions taken for resolution.

Client complaintsmay relate to:

administrative errors such as incorrect invoices or prices

client needs not being met

damaged goods or goods not delivered

delays

poor standard of security services or performance

poor standard of service quality

products not delivered or installed on time or according to quality standards.

Reportingmay include:

completing documentation such as logs, journals and activity reports

completing police reports

completing written and computer reports

contacting designated personnel

recording security risk and incident details

requesting security assistance

verbal reporting to client or supervisor.

Relevant personsmay include:

colleagues

emergency personnel

legal representatives.

security consultant

supervisor

technical security experts.

Personal limitationsmay relate to:

being unsure of best method to complete task

compliance with OHS requirements

current competence level

difficulties in meeting timelines

inability to fulfil own role and responsibilities

licensing requirements

technical expertise

understanding of client requirements

understanding of legal requirements.

Reportingmay include:

completing documentation such as logs, journals and activity reports

completing police reports

completing written and computer reports

contacting designated personnel

recording security risk and incident details

requesting security assistance

verbal reporting to client or supervisor.

Documentationmay include:

actions and decisions taken to respond to complaint

client details

details of feedback and complaints

evidence of client satisfaction with response

improvements to products or services as a result of complaint.