Elements and Performance Criteria

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice

Information held by the organisation may include:
correspondence (faxes, memos, letters, email)
computer databases (library catalogue, customer records)
computer files (letters, memos and other documents)
sales records (monthly forecasts, targets achieved)
forms (insurance forms, membership forms)
invoices (from suppliers, to debtors)
personnel records (personal details, salary rates)
financial figures
production targets

Organisational requirements may include:
quality assurance and/or procedures manuals
security and confidentiality requirements
legal and organisational policy/guidelines and requirements
management and accountability channels
Code of Conduct/Code of Ethics
procedures for updating records
Occupational Health and Safety policies, procedures and programs
information protocols

Methods used to collect information may include:
interviews with colleagues/customers
recruitment applications and other forms
classification tools
information from other organisations
previous file records
observation and listening
checking written material including referrals and client files
questioning (in person or indirect)
individual research
checking research provided by others

Interpersonal skills may include:
using appropriate body language
summarising and paraphrasing
networking
consultation methods, techniques and protocols
seeking feedback from group members to confirm understanding

Suitable format of information may include:
using tables and charts
using a particular software application
incorporating graphics and pictures
adding headers and footers
use of legends
inserting symbols

Business equipment/technology may include:
photocopier
computer
email
internet/extranet/intranet
shredder
answering machine
fax machine
telephone

Designated persons may include:
supervisor
clients
colleagues
external agencies
committee
line management
statutory bodies

Feedback on sufficiency of information could be obtained from:
customer satisfaction questionnaires
audit documentation and reports
quality assurance data
returned goods
comments from clients and colleagues

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Providing accurate information for defined purposes
Maintaining and handling data and documents systematically
Checking and reviewing data for relevance and accuracy
Presenting information and data clearly
Identifying and complying with organisational requirements
Using business technology to manage information

Underpinning Knowledge
The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Understanding of organisation's business and structure
Knowledge of organisation's record keeping/filing systems and security procedures and safe recording practices
Knowledge of organisational policies and procedures relating to distribution of workplace information and legal and ethical obligations
Methods for checking that decisions are consistent with available information
Knowledge of safe record keeping procedures
Understanding methods for checking the validity of information and its sources
Knowledge of preparing and planning documentation
Principles of interpersonal communication
At this level the learner must demonstrate some relevant theoretical knowledge.

Underpinning Skills
Literacy skills to read and understand a variety of texts; prepare general information and papers according to target audience; spell with accuracy; use grammar and punctuation effectively as an aid to understanding
Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements, check for accuracy and consistency of information
Planning skills to organise work priorities and arrangements
Problem solving skills to deal with information which is contradictory, ambiguous, inconsistent or inadequate
Technology skills including the ability to select and use technology appropriate to a task; display information in a format suitable to the target audience
Writing and speaking skills to communicate advice and information effectively
Analytical skills to classify and report information
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels

NB:These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.
Communicating ideas and information
with members of the work team (2)

Collecting analysing and organising information
to store and despatch information (2)

Planning and organising activities
for collating and filing information (2)

Working with others and in teams
in completing scheduled tasks (1)

Using mathematical ideas and techniques
in filing information (1)

Solving problems
to store and despatch information (1)

Using technology
to complete allocated tasks (1)