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Evidence Guide: SITXCCS301 - Provide lost and found services

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

 

SITXCCS301 - Provide lost and found services

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

Determine and record details of lost and found items.

  1. Obtain and verify descriptions and relevant details of lost or found items with customers.
  2. Tag found items and place in a designated location.
  3. Use the lost and found register to record details of lost and found items.
Obtain and verify descriptions and relevant details of lost or found items with customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tag found items and place in a designated location.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use the lost and found register to record details of lost and found items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers with lost and claimed items.

  1. Conduct all communication in a professional, courteous and sensitive manner.
  2. Provide customers with details of organisational procedures and obligations for lost and found items.
  3. Investigate and trace lost items.
  4. Investigate ownership of found items.
  5. Verify claimant identification before releasing found items.
  6. Obtain claimant signature for collection of items.
Conduct all communication in a professional, courteous and sensitive manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customers with details of organisational procedures and obligations for lost and found items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and trace lost items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate ownership of found items.

Completed
Date:

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Verify claimant identification before releasing found items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain claimant signature for collection of items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete lost and found documents.

  1. Update the lost and found register to reflect investigation and collection of lost items.
  2. Complete lost and found reports according to organisational procedures.
  3. Recommend improvements to lost and found procedures.
Update the lost and found register to reflect investigation and collection of lost items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete lost and found reports according to organisational procedures.

Completed
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Recommend improvements to lost and found procedures.

Completed
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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:

communicate with the customer, interpret details and provide efficient and courteous lost and found services on multiple occasions

record clear descriptions of lost and found items in the register and write simple reports

complete investigation of lost items within deadlines determined by the customer or the organisation.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry environment where lost and found services are provided

secure storage for items

current commercial lost and found registers, procedures and reporting documents

customers with whom the individual can interact.

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, using role plays, of the individual providing lost and found services

review of lost and found registers and reports completed by the individual

written or oral questioning to assess knowledge of:

procedures

location of storage facilities

methods of investigating lost and found items

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:

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITXCCS302 Provide club reception services

SITXCCS303 Provide service to customers

SITXCOM201 Show social and cultural sensitivity.

Required Skills and Knowledge

Required skills

communication skills to:

determine details of lost items using active listening and questioning techniques

discuss details of lost items in a sensitive manner

initiative and enterprise skills to recommend improvements to lost and found procedures

literacy skills to:

read and interpret organisational lost and found procedures, details within the register and claimant identification documents

write clear descriptions of lost and found items in the register and write simple reports

problem-solving skills to investigate and find lost items.

Required knowledge

for lost and found items:

organisational procedures

formats for and inclusions of reports

methods to succinctly and clearly record details

methods of investigating

location of storage facilities for found items

requirements for securing items

the layout of the property

formats for lost and found registers and required entries.

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.

Designated locations may include:

locked cupboard

locked storage room

safe facilities.

Details of lost and found items may include:

dates, times and location of loss

where items have been found, dates and times

description of item

customer contact details.

Communicationmay involve:

active listening

control of tone of voice and body language

interpreting non-verbal and verbal messages

language, verbal or non-verbal

questioning to clarify and confirm understanding

use of language and concepts appropriate to cultural differences

use of positive, confident and co-operative language.

Lost and found reports may include:

daily or weekly reports

logs, journals

verbal reports

manual and computer reports

written reports.