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.
Enquiry may be specific or general and may include:
complaint
liaison
seeking a meeting
seeking information
seeking referral.
Person making enquiry may include:
client or customer
general public
government representative
internal employee
representative of another organisation
supplier.
Organisation's standards and procedures may include:
code of conduct with respect to security, confidentiality and privacy
compliance framework
documenting activities planned and undertaken
procedures relating to:
booking rooms and resources
time recording
protocols relating to:
accommodating specific client needs, e.g. case manager, social worker or parole officer
telephone responses.
Needs and expectations may include:
fair and equitable treatment
follow-up action
sensitivity to physical, cultural, ethnic, language and literacy requirements
specificity and accuracy of information.
Legal and other limits may include:
extent of legal and professional privilege
industry and professional regulations
legislative and professional codes of conduct
organisational practices.
Communication strategies may include:
discuss options
draft an email, formal letter or other written response
make a telephone call
organise a meeting
send a fax
use text messaging or other mobile telephone communication
use web-based communication and networking strategies.
Communication techniques may include:
accommodating communication difficulties experienced by person making enquiry, such as language or literacy
actively listening
clarifying request or problem by summarising and repeating to ensure that information gathered is accurate
controlling tone of voice and body language
demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry
using correct grammar and language.
Designated individuals may include:
colleague
regulatory or government personnel
supervisor
teacher or trainer.
Appropriate manner may include:
contacting another organisation
documenting and filing communication according to organisation's procedures
not pursuing the matter
notifying relevant department of enquiry
organising a meeting
promptly contacting person making enquiry where appropriate
providing a written response
recording contact on database
referring person making enquiry to:
appropriate government department
community legal centre
law firm
supervisor or appropriate authority within the firm
relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry
telephoning person making enquiry after researching the appropriate information.
Other parties may include:
barristers
clients
clients' representatives
government representatives
interpreters
lawyers for opposing party
legal aid
medical and legal consultants
police
regulatory bodies.

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:
conduct work according to accepted codes of conduct
convey appropriate options to person making enquiry according to organisation's policies and procedures
exercise judgement and tact in decisions as to when enquiries should be transferred to a more experienced person
select appropriate communication techniques with regard to culturally and linguistically diverse clients.

Context of and specific resources for assessment
Assessment must ensure access to:
an actual workplace or simulated environment
workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms
appropriate technology, such as computers with relevant software and communication mediums
appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace.

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:
analysis of responses to case studies and scenarios
demonstration of communication techniques
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
observation of performance in role plays
review of documentation recording details of person making enquiry, and issues
evaluation of needs and expectations of person making enquiry and discussion of appropriate responses
oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility.

Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBRES404A Research legal information using primary sources.