Elements and Performance Criteria

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 may include:
cross-cultural communication and cultural information such as:
cultural events schedules and invitations
organisational policies relating to international education
student support programs and schedules, staff support programs
information for agents and other clients such as:
any partner institution information
costs, refund and grievance procedures
English language requirements for prospective applicants and government guidelines and regulations relating to the Education Services for Overseas Students (ESOS) Act 2000
marketing and recruitment information, travel schedules, accurate course and campus information, student services information
study tour schedules and agreements
updated agreements and renewals of contracts
information for staff such as:
ESOS Act legislation and compliance information
lists of commencing students, information about completing students, marketing and recruitment material, admissions and enrolment procedures and schedules
oral, written or packaged information requested by or distributed to clients and other stakeholders, and approved in accordance with organisational policies and procedures
student information such as:
compliance information including attendance, visas
course and organisation information including translated brochures, campus information, information about living in Australia, academic conventions and learning strategies, student support programs, accommodation options and contacts, costs of participation, other expenses and money
cultural adjustment and support information including orientation, support programs, services and specialist staff
information to support returning home and post-course adjustment
on-arrival services information including airport reception, contingencies contacts, campus maps, faculty and service contacts, student notice board information, course materials and library services
pre-departure and application and enrolment procedures including electronic confirmation of enrolment (ECOE) documentation, overseas student health cover requirements
Clients may include:
internal clients such as section, department, faculty staff
international students and candidates
other clients of the organisation:
consular staff, overseas agents
government and private organisations, departments and agencies
homestay providers
parents of students
other educational organisations
Organisational policies and procedures may include:
written documentation on information provision in client services
Relevant legislative and regulatory requirements may include:
current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to:
anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance
business compliance relevant to work roles
ESOS Act and subsequent amendments and related legislation
employment, education and training - relevant to onshore and offshore provision
environmental issues
immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT )
occupational health and safety
privacy and confidentiality
use of Provider Registration and International Student Management System (PRISMS) database
workplace employment practices and industrial relations
quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Relevant personnel may include:
managers
supervisors
team members
other stakeholders related to information provision

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 following is essential:
performing client information services work role duties and tasks within international education organisational policy guidelines and following established client services procedures
knowledge of relevant legislative and regulatory compliance issues.
Context of and specific resources for assessment
Assessment must ensure:
access to opportunities to participate in a range of practical exercises and projects
access to relevant documents.
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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of supervisor's reports on how the candidate provides information to clients
analysis of projects, case studies, completed records and reports developed by the candidate
review of records of requests for information from internal or external clients
evaluation of maintenance of material stocks and response to shortfalls
review of assembledmaterial provided to clients
evaluation of follow-up carried out to gauge client satisfaction regarding information provision
oral or written questioning to assess knowledge of organisational policies and procedures
observation of providing information to individual clients and client groups.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other educational administration units.