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. Add any 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.
Where reference is made to industry codes of practice, and/or Australian/international standards, the latest version must be used.
Context
This competency applies to all work environments.
Procedures
All operations are performed in accordance with procedures. Procedures include:
all relevant workplace procedures
work instructions
temporary instructions
relevant industry and government codes and standards
telephone protocol , including industry timelines in answering calls.
Messages
Messages includes the following as appropriate to workplace requirements:
written
oral
electronic.
Tools and equipment
This competency includes use of equipment and tools such as:
two way radio
computer
telephone.
Problems
Respond to routine problems means 'apply known solutions to a limited range of predictable problems'. Typical problems may include:
missing/lost messages
required information not available
required equipment not available
conflict of work priorities.
Appropriate action for non-routine problems may be reporting to designated person or other action specified in the procedures.

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, required skills and knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Overview of assessment
A holistic approach should be taken to the assessment.
Assessors must be satisfied that the person can consistently perform the unit as a whole, as defined by the Elements, Performance Criteria and skills and knowledge.
In all cases it may be appropriate to assess this unit concurrently with relevant team work and communication units.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
It is essential that competence is demonstrated in the knowledge and skills defined in this unit. These may include the ability to:
provide and assess all required information and that the information provided both verbally and in writing is completed in a clear and concise manner that is easily understood by others and in accordance with workplace requirements.
apply approved procedures.
Consistent performance should be demonstrated. For example, look to see that:
all information is provided in an efficient, effective, courteous and timely manner.
Assessment method and context
Assessment will occur on-the-job or in a simulated workplace.
Competence in this unit may be assessed:
by observation and questioning to indicate understanding
in a situation allowing the generation of evidence of the ability to respond to problems
by using a suitable simulation and/or a range of case studies/scenarios
through a combination of these techniques.
In all cases it is expected that practical assessment will be combined with targeted questioning to assess the underpinning knowledge and theoretical assessment will be combined with appropriate practical/simulation. Assessors need to be aware of any cultural issues that may affect responses to questions.
Assessment processes and techniques must be culturally appropriate and appropriate to the oracy, language and literacy capacity of the assessee and the work being performed.
Reasonable adjustment of assessment tasks will be undertaken as required.
Specific resources for assessment
This section should be read in conjunction with the Range Statement for this unit of competency. Resources required include suitable access to an operating plant or equipment that allows for appropriate and realistic simulation. A bank of case studies/scenarios and questions will also be required to the extent that they form part of the assessment method. Questioning may take place either in the workplace, or in an adjacent, quiet facility such as an office or lunchroom. No other special resources are required.
Access must be provided to appropriate learning and/or assessment support when required. Where applicable, physical resources should include equipment modified for people with disabilities.