Unit of competency Outline
Date retreived
22/07/2026 8:11 AM AWST
22/07/2026 8:11 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide access advice on the provision of services
Provide access advice on the provision of services
Unit of competency
National Code
CPPACC4021A
CPPACC4021A
State Code
W9793
W9793
TGA Status
Replaced
Replaced
DTWD Status
Transition (Replaced)
Transition (Replaced)
State Implementation and Classification
Approved Date
15/09/2014
Field of Education
030905 - Building Services Engineering
Original Release Date
15/09/2014
Nominal Hours
50
Description
This unit specifies the competency required for the access consultant to work with individuals and the management and staff of organisations when providing advice on their rights and obligations under the Disability Discrimination Act (DDA) and relevant state and territory anti-discrimination legislation.Access consultants must be able to interpret the DDA and relevant state and territory anti-discrimination legislation applicable to service delivery. Access consultants must also be able to interpret the commonwealth, state and territory legislation regarding educational, building and transport services.The unit requires the ability to communicate effectively on a wide range of service provision issues with individuals and the management and staff of organisations.
Notes
Elements and Performance Criteria
1Identify client needs.
- 1.1 The client requesting access advice on the provision of services is identified and their authority to act is established in accordance with organisational requirements.1.2 Client needs are discussed and confirmed using effective interpersonal skills and communication techniques in accordance with organisational requirements.1.3 Personal competence and organisational capability to respond to client needs are determined and assessed.1.4 Authority to proceed is negotiated with client and documented in accordance with organisational requirements.
2Establish client relationship.
- 2.1 Contractual arrangements are negotiated, confirmed, documented and stored in accordance with client, organisational and legislative requirements.2.2 A client brief providing the required level of detail is requested in accordance with organisational requirements.2.3 Access arrangements for meeting with key personnel are negotiated and relevant person is identified in accordance with client, organisational and legislative requirements.2.4 Copies of all existing documentation relevant to the project are identified and obtained.
3Research the relevant context.
- 3.1 General information on client's business operations, services offered, staff profiles and business premises is obtained in accordance with organisational requirements.3.2 Access to the client's customer profile data is obtained and the data analysed to gain a comprehensive understanding of the client's customer base.
4Identify relevant legislation.
- 4.1 Commonwealth, state and territory legislation with regard to educational services, building and transport is reviewed to determine relevance to the services provided by the client's organisation.4.2 Sections of the legislation relevant to the service delivery of the client's organisation are identified and documented.
5Provide advice to client on the provision of services.
- 5.1 Advice is provided to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation using effective Interpersonal skills and communication techniques in accordance with organisational requirements.5.2 Training programs to impart information to individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation are suggested in accordance with organisational requirements.
6Prepare access report on the provision of services.
- 6.1 A service provision access report incorporating the advice identified for individuals, and the management and staff of organisations, on their rights and obligations under the relevant legislation is prepared in accordance with contractual and organisational arrangements.6.2 The draft service provision access report is reviewed with appropriate persons in accordance with organisational requirements.6.3 Feedback received from the review process is incorporated and the access report on the provision of services is completed.
7Distribute and store the access report on the provision of services.
- 7.1 Access report documentation on the provision of services is prepared in accordance with organisational arrangements.7.2 Access report documentation on the provision of services is forwarded to the client in accordance with contractual arrangements.7.3 A copy of the access report on the provision of services and associated documentation are recorded and retained for future reference in accordance with organisational and legislative requirements.
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 in the performance criteria is detailed below. 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.
Client may include:
building owner and manager
building certifier
professional
provider of services to the public e.g. shop
public utility
commonwealth, state and territory, and local government department and agency.
Organisational requirements may be outlined and reflected in:
access and equity policy, principles and practices
business and performance plans
client service policies, procedures and standards
codes of conduct and codes of practice
communication channels and reporting procedures
communication of services offered
complaint and dispute resolution procedures
compliance with legislation, codes and workplace standards
continuous improvement processes and standards
defined resource parameters
duty of care
employer and employee rights and responsibilities
ethical standards
legal policies and guidelines
OHS policies, procedures and programs
organisational mission statement, goals, objectives, plans, systems and processes
policies and procedures relating to the setting of fees and the negotiation and management of contracts
policies and procedures relating to own role, responsibilities and delegation
privacy and confidentiality policies and procedures
quality assurance and procedures manuals
records and information management systems and processes
style guides and other guides used to prepare documents.
Interpersonal skills and communication techniques may include:
active listening to clarify and confirm understanding
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
demonstrating flexibility and a willingness to negotiate
presenting options and consequences
providing constructive feedback
reflection
seeking feedback to confirm understanding of needs
summarising and paraphrasing to check understanding
using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
using language that is:
accurate, articulate and concise
positive, confident and cooperative
verbal or non-verbal.
Legislative requirements may be outlined and reflected in:
relevant commonwealth, state and territory legislation that affects organisational operation:
OHS
building
environmental
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian standards
codes of practice
local government regulations and by-laws
privacy legislation
quality assurance and certification requirements
trade practices laws and guidelines.
Client brief will include:
written instructions detailing requirements of the access consultant.
Access arrangements may include:
access and egress points
keys, passes and security clearances
OHS requirements, including personal protective equipment
timing of access.
Relevant person may include:
identified contact
owner and manager
site supervisor.
Customer profile data may include:
information on the range of potential customers
the changing nature of the potential customer base
the frequency of known use of services by customers with disabilities.
Advice may:
be written or oral
include referral to other experts or sources of information.
Appropriate person may be:
another member of the access team
business partner or colleague
staff member.
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 in the performance criteria is detailed below. 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.
Client may include:
building owner and manager
building certifier
professional
provider of services to the public e.g. shop
public utility
commonwealth, state and territory, and local government department and agency.
Organisational requirements may be outlined and reflected in:
access and equity policy, principles and practices
business and performance plans
client service policies, procedures and standards
codes of conduct and codes of practice
communication channels and reporting procedures
communication of services offered
complaint and dispute resolution procedures
compliance with legislation, codes and workplace standards
continuous improvement processes and standards
defined resource parameters
duty of care
employer and employee rights and responsibilities
ethical standards
legal policies and guidelines
OHS policies, procedures and programs
organisational mission statement, goals, objectives, plans, systems and processes
policies and procedures relating to the setting of fees and the negotiation and management of contracts
policies and procedures relating to own role, responsibilities and delegation
privacy and confidentiality policies and procedures
quality assurance and procedures manuals
records and information management systems and processes
style guides and other guides used to prepare documents.
Interpersonal skills and communication techniques may include:
active listening to clarify and confirm understanding
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
demonstrating flexibility and a willingness to negotiate
presenting options and consequences
providing constructive feedback
reflection
seeking feedback to confirm understanding of needs
summarising and paraphrasing to check understanding
using effective presentation aids (e.g. audiovisual slides, diagrams, photographs and pictures)
using language that is:
accurate, articulate and concise
positive, confident and cooperative
verbal or non-verbal.
Legislative requirements may be outlined and reflected in:
relevant commonwealth, state and territory legislation that affects organisational operation:
OHS
building
environmental
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian standards
codes of practice
local government regulations and by-laws
privacy legislation
quality assurance and certification requirements
trade practices laws and guidelines.
Client brief will include:
written instructions detailing requirements of the access consultant.
Access arrangements may include:
access and egress points
keys, passes and security clearances
OHS requirements, including personal protective equipment
timing of access.
Relevant person may include:
identified contact
owner and manager
site supervisor.
Customer profile data may include:
information on the range of potential customers
the changing nature of the potential customer base
the frequency of known use of services by customers with disabilities.
Advice may:
be written or oral
include referral to other experts or sources of information.
Appropriate person may be:
another member of the access team
business partner or colleague
staff member.
EVIDENCE GUIDE
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
This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function.
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:
recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so
interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment
interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have
interpreting accurately the requirements of the commonwealth DDA and state and territory anti-discrimination legislation
identifying the issues associated with the provision of services in the client's organisation and identifying any issues of non-compliance
using effective Interpersonal skills and communication techniques to facilitate the exchange of ideas and information on issues relating to the provision of services
providing practical and effective advice on how to address identified areas of non-compliance to meet legislative requirements and business objectives
preparing an access report on the provision of services that complies with legislative requirements and fulfils contractual requirements
complying with OHS regulations applicable to workplace operations
applying organisational management policies and procedures, including quality assurance requirements.
Context of and specific resources for assessment
Resource implications for assessment include:
a registered provider of assessment services
competency standards
assessment materials and tools
suitable assessment venue/equipment
workplace documentation
candidate special requirements
cost and time considerations.
Validity and sufficiency of evidence requires that:
competency will need to be demonstrated over a period of time reflecting the scope of the role
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.
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
This unit of competency could be assessed on its own or as part of an integrated assessment activity involving other competencies relevant to the job function.
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:
recognising the needs and desires of people with disabilities to engage fully in all aspects of society, and their right to do so
interpreting accurately the impacts of the full range of disabilities and the limitations that each disability places on the individual's ability to access the environment
interpreting accurately how the full range of environmental barriers impact on any of the impairments that people with disabilities might have
interpreting accurately the requirements of the commonwealth DDA and state and territory anti-discrimination legislation
identifying the issues associated with the provision of services in the client's organisation and identifying any issues of non-compliance
using effective Interpersonal skills and communication techniques to facilitate the exchange of ideas and information on issues relating to the provision of services
providing practical and effective advice on how to address identified areas of non-compliance to meet legislative requirements and business objectives
preparing an access report on the provision of services that complies with legislative requirements and fulfils contractual requirements
complying with OHS regulations applicable to workplace operations
applying organisational management policies and procedures, including quality assurance requirements.
Context of and specific resources for assessment
Resource implications for assessment include:
a registered provider of assessment services
competency standards
assessment materials and tools
suitable assessment venue/equipment
workplace documentation
candidate special requirements
cost and time considerations.
Validity and sufficiency of evidence requires that:
competency will need to be demonstrated over a period of time reflecting the scope of the role
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AXG40 | CPPACC4021 | Provide access advice on the provision of services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W976 | CPP40811 | Certificate IV in Access Consulting | Qualification |