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Evidence Guide: MSL915001 - Provide information to customers

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

 

MSL915001 - Provide information to customers

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

Assess the request for information and/or advice

  1. Clarify and confirm the source, nature and priority of the request
  2. Redirect the request to the relevant section, department or person, if appropriate
  3. Record the receipt of the request in accordance with workplace procedures
Clarify and confirm the source, nature and priority of the request

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Redirect the request to the relevant section, department or person, if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record the receipt of the request in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare response

  1. Locate and obtain required information if available
  2. If not available, decide whether to obtain or generate the required information given the priority and costs involved
  3. Seek required approval/authority to release information before proceeding
Locate and obtain required information if available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If not available, decide whether to obtain or generate the required information given the priority and costs involved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek required approval/authority to release information before proceeding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and/or advice

  1. Ensure that information is accurate, relevant and complies with workplace/statutory requirements
  2. Keep the customer informed of progress when it is not possible to answer immediately
  3. Notify other relevant personnel of request and response in accordance with workplace procedures
  4. Use most appropriate communication method given priority, cost and customer facilities
  5. Provide information in a format suitable to customer
  6. Check that the response met the customer's needs and take appropriate actions if required
  7. Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures
Ensure that information is accurate, relevant and complies with workplace/statutory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep the customer informed of progress when it is not possible to answer immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify other relevant personnel of request and response in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use most appropriate communication method given priority, cost and customer facilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information in a format suitable to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that the response met the customer's needs and take appropriate actions if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of the request and response

  1. Record all information details accurately in accordance with workplace procedures
  2. Ensure that all written information is accurate and/or legible
  3. File all records in the designated place and in accordance with workplace procedures
Record all information details accurately in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that all written information is accurate and/or legible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File all records in the designated place and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

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

1

Assess the request for information and/or advice

1.1

Clarify and confirm the source, nature and priority of the request

1.2

Redirect the request to the relevant section, department or person, if appropriate

1.3

Record the receipt of the request in accordance with workplace procedures

2

Prepare response

2.1

Locate and obtain required information if available

2.2

If not available, decide whether to obtain or generate the required information given the priority and costs involved

2.3

Seek required approval/authority to release information before proceeding

3

Provide information and/or advice

3.1

Ensure that information is accurate, relevant and complies with workplace/statutory requirements

3.2

Keep the customer informed of progress when it is not possible to answer immediately

3.3

Notify other relevant personnel of request and response in accordance with workplace procedures

3.4

Use most appropriate communication method given priority, cost and customer facilities

3.5

Provide information in a format suitable to customer

3.6

Check that the response met the customer's needs and take appropriate actions if required

3.7

Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures

4

Record details of the request and response

4.1

Record all information details accurately in accordance with workplace procedures

4.2

Ensure that all written information is accurate and/or legible

4.3

File all records in the designated place and in accordance with workplace procedures

Required Skills and Knowledge

Elements describe the essential outcomes.

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

1

Assess the request for information and/or advice

1.1

Clarify and confirm the source, nature and priority of the request

1.2

Redirect the request to the relevant section, department or person, if appropriate

1.3

Record the receipt of the request in accordance with workplace procedures

2

Prepare response

2.1

Locate and obtain required information if available

2.2

If not available, decide whether to obtain or generate the required information given the priority and costs involved

2.3

Seek required approval/authority to release information before proceeding

3

Provide information and/or advice

3.1

Ensure that information is accurate, relevant and complies with workplace/statutory requirements

3.2

Keep the customer informed of progress when it is not possible to answer immediately

3.3

Notify other relevant personnel of request and response in accordance with workplace procedures

3.4

Use most appropriate communication method given priority, cost and customer facilities

3.5

Provide information in a format suitable to customer

3.6

Check that the response met the customer's needs and take appropriate actions if required

3.7

Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures

4

Record details of the request and response

4.1

Record all information details accurately in accordance with workplace procedures

4.2

Ensure that all written information is accurate and/or legible

4.3

File all records in the designated place and in accordance with workplace procedures

Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:

responding to both internal and external inquiries of a specialised technical nature

correctly assessing and prioritising requests for information

gathering information and data, such as trend analysis

confirming the validity of results

providing authorised information that is accurate, relevant and in the required format

using technical terminology appropriate to the customer and avoiding jargon

communicating in an efficient and polite manner, taking into account the needs of the customer

maintaining security and confidentiality of information

recording and filing records of the request and information provided as required by workplace procedures.

Must provide evidence that demonstrates knowledge of:

workplace procedures relating to:

customer service

communication protocols, including security and confidentiality, cultural and social contexts

work health and safety (WHS) and environmental regulations

workplace business goals and key performance indicators as a basis for dealing with customers

customer information about workplace products and services

technical details of methods, data and sample collection and key features of laboratory results.

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.

Standards, codes, procedures and/or workplace requirements

Standards, codes, procedures and/or workplace requirements include the latest version of one or more of:

Australian and international standards and codes relevant to the laboratory’s operations and scope of testing, safety in laboratories, and quality and environmental management

registration/licensing and/or National Association of Testing Authorities (NATA) accreditation requirements

work health and safety (WHS) national standards and codes of practice

workplace documents, such as equipment manuals, laboratory records, certified laboratory reports, and analysis report sheets (past and present)

workplace procedures governing:

receipt of requests

release of information and results and confidentiality needs of clients and customers

sample collection protocols and techniques for preserving sample integrity

handling and collection of native fauna and flora (based on animal welfare legislation and codes of practice)

filing systems, databases and laboratory records

Items of equipment or systems

Items of equipment or systems include one or more of:

telephone, email, intranet, internet and computer software applications (databases and spreadsheets)

Information sources

Information sources include one or more of:

personnel, such as scientists, engineers, technical experts, quality managers, laboratory and production personnel, and customers

online technical information systems, databases and CD-ROMs

organisational charts and information directories for staff access (personnel and telephone)

Customers

Customers include one or more of:

internal and external customers

members of the public

other workplaces, such as regulatory authorities

Information provided

Information of a specialised technical nature includes one or more of:

material classification and characteristics

technical and/or manufacturing knowledge of procedures

analysis and/or test results and their interpretation where authority permits

risk assessment, monitoring and minimisation

cost, quantity and time estimation

contractual variations and claims

site assessment and problems

data analysis and statistical interpretation

Manufacturing and food processing sector variables

Manufacturing and food processing sector variables include:

assessing requests for changes to formulations and alterations to production processes

determining variations and their significance for compliance with relevant standards

Biomedical and environmental sector variables

Biomedical and environmental sector variables include:

providing responses to inquiries regarding sample collection and protocols from patients, doctors, nurses and environmental health officers, collection staff and/or couriers

WHS and environmental management requirements

WHS and environmental management requirements include:

· complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time

· applying standard precautions relating to the potentially hazardous nature of samples

accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant