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Evidence Guide: TLIP2039A - Ensure the confidentiality, privacy and security of customer information

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

 

TLIP2039A - Ensure the confidentiality, privacy and security of customer information

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

Work within accepted codes of conduct

  1. Work requirements and/or delegated task/s are confirmed with relevant personnel
  2. Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements
  3. Customers are treated professionally and with respect when collecting personal data
Work requirements and/or delegated task/s are confirmed with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Types of information required to be collected from customers is identified and confirmed to be in accordance with organisational and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are treated professionally and with respect when collecting personal data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow confidentiality and privacy procedures

  1. Information and requests for information are assessed with regard to what is and what is not disclosable
  2. Discretion and judgement is used in all communications
  3. Customer-related matters are only discussed with appropriate personnel
  4. Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information
Information and requests for information are assessed with regard to what is and what is not disclosable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discretion and judgement is used in all communications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer-related matters are only discussed with appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advice and clarification is sought from relevant personnel where potential confidentiality issues arise in dealings with information or requests for information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow security procedures

  1. Customer information and other confidential documentation is secured appropriately
  2. All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures
Customer information and other confidential documentation is secured appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

All documents required by legislation to be stored for certain periods are clearly labelled and stored securely in accordance with organisational policies and procedures

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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement.

Assessment must include exercises that demonstrate competent performance of the following in a range of situations:

identifying types of inquires that are likely to be made and providing appropriate responses

documenting activities in which confidentiality, privacy and security are maintained, which may include:

examples of actions taken

how difficult situations were addressed

how guidance was provided about confidentiality, privacy and security, and clarification obtained (as required).

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

an appropriate range of relevant operational situations in the workplace.

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.

Method of assessment

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace.

Required Skills and Knowledge

This section describes the knowledge and skills required for this unit.

Required knowledge:

Organisational policies and procedures for confidentiality, privacy and security

Relevant legislation, regulations, codes of practice and standards that impact on business operations, such as:

anti-discrimination

ethics

freedom of information

privacy

work health and safety (WHS)/occupational health and safety (OHS)

Required skills:

Access and secure records

Clarify requirements and resolve difficult issues with customers

Communicate effectively with customers and relevant personnel

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.

Relevant personnel may include:

managers

specialised staff

supervisor