Elements and Performance Criteria

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.
Communication techniques may include:
active listening
being respectful and non-discriminatory to others
control of tone of voice and body language
demonstrating flexibility and willingness to negotiate
interpreting non-verbal and verbal messages
maintaining professionalism
phone technique
providing and receiving constructive feedback
questioning and paraphrasing to clarify and confirm understanding
use of appropriate body language
use of communication appropriate to cultural differences
use of positive, confident and cooperative language
use of two-way communication.
Social and cultural differences may be expressed in:
age
beliefs, values or practices
cognitive ability
conventions of gender or sexuality
cultural stereotypes
disability
dress
food or diet
language
religious and spiritual observances
social conventions
traditional practices and observations.
Professional conduct may relate to:
non-aggressive communication or body language
own attitude and behaviour
personal dress appropriate to work assignment
personal grooming appropriate to work assignment
use of appropriate language to engage minority groups.
Organisational requirementsmay relate to:
access and equity policies, principles and practices
business and performance plans
client service standards
code of conduct, code of ethics
communication and reporting procedures
complaint and dispute resolution procedures
emergency and evacuation procedures
employer and employee rights and responsibilities
methods for communication with diverse clients including young people
Occupational Health and Safety (OHS) policies, procedures and programs
own role, responsibility and authority
personal and professional development
privacy and confidentiality of information
quality assurance and continuous improvement processes and standards
resource parameters and procedures
roles, functions and responsibilities of security personnel
storage and disposal of information.
Legislative requirements may relate to:
applicable commonwealth, state or territory legislation which affects security work such as:
workplace safety
environmental issues
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian standards and quality assurance
award and enterprise agreements
evidence collection
freedom of information
licensing arrangements and certification requirements
privacy requirements
relevant industry codes of practice
trade practices
use of force
Young Offenders Act.
Client service may relate to:
dealing with conflict
efficient use of resources
handling and recording complaints
meeting agreed timelines
meeting allocated duties and responsibilities
meeting budget and agreed costs
professionalism and conduct
regular communication and reporting.
Security services mayinclude:
control room monitoring.
controlling exit from and access to premises
crowd control
escorting people or property
guarding
monitoring centre operations
routine security monitoring of premises or property
screening of property or people.
Assignment instructions may relate to:
assignment objectives and timeframes
back-up support or assistance
client identification and information details
communication equipment and procedures
instructions from client, supervisor or colleagues
legislative requirements relating to work tasks
OHS including use of personal protective equipment
procedures in the event of communication loss
resource and equipment needs
site layout including access points
use of force
use of workplace documentation
verbal and non-verbal reporting
work schedules including budget
work tasks and procedures.
Conflict situations may relate to:
availability
cash flow
crowds
delivery
insurance, time penalties, disputes
limited access to assistance and resources
own skills and knowledge
problems with security or communication equipment
restricted site access
risks and hazards
vehicles
weather and environment conditions.
Reporting instructions mayrelate to:
adherence to organisational requirements
areas of conflict
completion of work activities or milestones
compliance with legislative requirements
existence of security incidents, risks or hazards
need for resources or assistance
variance to agreed assignment
verbal reporting
written reporting using electronic equipment or standard documentation.
Personal limitations may relate to:
being unsure of best method to complete task
compliance with OHS requirements
current competence level
difficulties in meeting timelines
inability to fulfil own role and responsibilities
licensing requirements
personal values and their impact on client service and work performance
technical expertise
understanding of assignment instructions
understanding of legal requirements.
Relevant persons may include:
client including young people
colleagues
supervisor
support services or agencies (eg emergency services)
technical security specialists.
Special needs or requirements may relate to:
control of exit from and access to premises
crowd control
escort of people and property
non-routine information or service provision
screening of property and people
urgent requirements
victims of trauma or torture
young people.
Reporting may include:
completing documentation such as logs, journals and activity reports
completing police reports
completing written and computer reports
contacting designated personnel
recording security risk and incident details
requesting security assistance
verbal reporting to client or supervisor.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of:
complying with organisational policies and procedures and relevant legislation in the provision of security services to clients
adjusting client service and communication to meet the special needs of security clients including young people
confirming client requirements from information contained in the client brief or assignment instructions and discussing and resolving areas of conflict in the provision of client service
following agreed client and organisational reporting procedures in the provision of security services
monitoring and acting on changing client needs and possible causes of dissatisfaction.
Context of and specific resources for assessment
Context of assessment includes:
a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.
Resource implications for assessment include:
access to a registered provider of assessment services
access to a suitable venue and equipment
access to plain English version of relevant statutes and procedures
assessment instruments including personal planner and assessment record book
work schedules, organisational policies and duty statements.
Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Method of assessment
This unit of competency should be assessed using questioning of underpinning knowledge and skills.
Guidance information for assessment
Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.
Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.
Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.