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Evidence Guide: SITTVAF001A - Provide 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

 

SITTVAF001A - Provide 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 according to organisational systems.
  2. Incorporate information into day-to-day working activities to support quality of service and standards within the organisation.
  3. Share information with colleagues to support the efficiency and quality of service.
  4. Identify and use opportunities to update and maintain facility and service knowledge.
Source and access information on facilities and services available within the organisation according to organisational systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate information into day-to-day working activities to support quality of service and standards within the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues to support the efficiency and quality of service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update and maintain facility and service knowledge.

Completed
Date:

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Provide information about services and facilities.

  1. Proactively identify information and assistance needs of different customers, including those with special needs.
  2. Provide accurate information in a clear, concise, courteous and culturally appropriate manner.
  3. Where appropriate, assist or instruct visitors in the use of equipment and facilities or refer to relevant colleagues.
  4. Consider health and safety requirements when providing information and assistance.
  5. Promote internal products and services using appropriate customer service skills to contribute to the profitability of business.
Proactively identify information and assistance needs of different customers, including those with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate information in a clear, concise, courteous and culturally appropriate manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, assist or instruct visitors in the use of equipment and facilities or refer to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider health and safety requirements when providing information and assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote internal products and services using appropriate customer service skills to contribute to the profitability of business.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback on services.

  1. Proactively seek feedback on services from visitors.
  2. Observe visitor behaviour to inform future service developments and correctly follow procedures for any formal customer evaluation.
  3. Provide information on visitor feedback to relevant colleagues.
Proactively seek feedback on services from visitors.

Completed
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Observe visitor behaviour to inform future service developments and correctly follow procedures for any formal customer evaluation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on visitor feedback to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

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

Evidence of the following is essential:

ability to access appropriate information on services and facilities

ability to communicate information and assist visitors in a courteous and culturally appropriate manner

demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others in the provision of information to demonstrate the appropriate interpersonal skills

use of current venue information.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate providing assistance and information

case studies to assess ability to source a range of different types of information for different purposes

written and oral questioning or interview to test knowledge of the sources of information and the role of information systems within the venue

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

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

The following skills must be assessed as part of this unit:

communication and interpersonal skills to interact in a friendly and courteous way with customers

basic research skills to source information on a predictable range of customer requests

literacy skills to understand, interpret and orally communicate venue information and promotional material.

The following knowledge must be assessed as part of this unit:

sources of information on the organisation's services and facilities

typical information systems used within the different types of venues open to the general public

organisation facilities, services and procedures, including for those with special needs, such as parking, exhibits, show times, retail outlets and special events

available sources of advice and referral

safety and emergency procedures for visitors, colleagues and self

sources of venue customers in the relevant industry context

roles of different departments within different types of venues.

Range Statement

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 in the performance criteria is detailed below.

Information on facilities and services may relate to:

opening hours

access

pricing

ticket sales

cloaking

times of activities or events

direction or location of facilities

retail

food and beverages

facilities for those with special needs

new activities, events or procedures

operational changes

promotional activities.

Opportunities to update and maintain facility and service knowledge may include reference to:

staff noticeboards

leaflets and brochures

team meetings

internal newsletters

discussions with colleagues.

Feedback may be:

formal, including surveys, interviews and structured questioning

informal, including observation or casual discussion.