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Evidence Guide: CUAEVP202 - Provide visitors with venue information and assistance

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CUAEVP202 - Provide visitors with venue information and assistance

What evidence can you provide to prove your understanding of each of the following citeria?

Access and update information

  1. Source and access information on facilities and services available within the organisation
  2. Share information with colleagues
  3. Identify and use opportunities to update and maintain facility and service knowledge within scope of own role
Source and access information on facilities and services available within the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update and maintain facility and service knowledge within scope of own role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer service

  1. Incorporate information into day-to-day contact with visitors, including visitors with specific needs
  2. Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures
  3. Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues
  4. Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures
Incorporate information into day-to-day contact with visitors, including visitors with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect feedback on facilities and services

  1. Seek informal feedback on services from visitors
  2. Observe visitor information and assistance requirements to inform organisational evaluation processes
  3. Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities
  4. Provide information on visitor feedback to appropriate colleagues using agreed means of communication
Seek informal feedback on services from visitors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe visitor information and assistance requirements to inform organisational evaluation processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on visitor feedback to appropriate colleagues using agreed means of communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information

1.1 Source and access information on facilities and services available within the organisation

1.2 Share information with colleagues

1.3 Identify and use opportunities to update and maintain facility and service knowledge within scope of own role

2. Provide customer service

2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs

2.2 Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures

2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues

2.4 Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures

3. Collect feedback on facilities and services

3.1 Seek informal feedback on services from visitors

3.2 Observe visitor information and assistance requirements to inform organisational evaluation processes

3.3 Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities

3.4 Provide information on visitor feedback to appropriate colleagues using agreed means of communication

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information

1.1 Source and access information on facilities and services available within the organisation

1.2 Share information with colleagues

1.3 Identify and use opportunities to update and maintain facility and service knowledge within scope of own role

2. Provide customer service

2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs

2.2 Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures

2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues

2.4 Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures

3. Collect feedback on facilities and services

3.1 Seek informal feedback on services from visitors

3.2 Observe visitor information and assistance requirements to inform organisational evaluation processes

3.3 Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities

3.4 Provide information on visitor feedback to appropriate colleagues using agreed means of communication

Evidence of the ability to:

source information on organisational facilities and services

communicate information and assist visitors, including those with special needs, in a friendly, timely and culturally appropriate manner

respond effectively to multiple requests and different enquiries in a range of different visitor situations according to required procedures

collect formal and informal feedback from visitors on facilities and services and communicate it as required.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe key features of commonly used information systems within own organisation

outline key features of facilities, services and procedures for those with specific needs

outline procedures and practices to be followed when providing information about the organisation

outline safety and emergency procedures for visitors, colleagues and self

outline sources of information on an organisation’s facilities and services

explain visitor service standards in the organisation.