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Evidence Guide: SITXCCS101 - Provide 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

 

SITXCCS101 - Provide 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.
  2. Incorporate information into day to day working activities.
  3. Support efficiency and quality of service by sharing information with colleagues.
  4. Identify and use opportunities to update and maintain facility and service knowledge.
Source and access information on facilities and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate information into day to day working activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support efficiency and quality of service by sharing information with colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers.

  1. Proactively identify information and assistance needs of customers, including those with special needs.
  2. Provide accurate information in a clear, courteous and culturally appropriate way.
  3. Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  4. Identify and use opportunities to promote internal products and services.
Proactively identify information and assistance needs of customers, including those with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to promote internal products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback on services.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on customer 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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the ability to:

access information on relevant services and facilities

provide information and assistance in response to multiple and diverse requests in a courteous and culturally appropriate manner.

Context of and specific resources for assessment

Assessment must ensure use of:

other people to allow for the demonstration of interpersonal skills.

Method 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 individual providing assistance and information

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

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

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE101 Interpret aspects of local Australian Indigenous culture.

Required Skills and Knowledge

Required skills

communication skills to:

interact in a friendly and courteous way with customers

provide clear and accurate information

literacy skills to:

source information on a predictable range of customer requests

problem-solving skills to identify and respond to situations where referral to others is required

self-management skills to keep up-to-date with information

teamwork skills to share information with colleagues.

Required knowledge

sources of information on organisational services and facilities

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

sources of advice and referral

safety and emergency procedures for customers, colleagues and self

sources of customers in the relevant industry context.

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, 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.

Information on facilities and services may relate to:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverage

new activities, events or procedures

opening hours

operational changes

pricing

promotional activities

retail

ticket sales

times of activities or events.

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

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings.

Feedback may be:

formal, including surveys, interviews and structured questioning

informal, including observation or casual discussion.