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.
Legislative requirementsmay relate to:
applicable commonwealth, state and territory legislation which affects investigative work such as:
Insurance Contracts Act
workplace safety
environmental issues
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian standards and quality assurance
authority to conduct investigation
award and enterprise agreements
evidence collection
freedom of information
licensing arrangements and certification requirements
privacy requirements
relevant industry codes of practice
restrictions in the use of recording devices.
Assignment instructions may include:
assignment purpose and objective
assignment tasks and procedures
assignment timeframe
client information
methods of interview
reporting and documentation requirements
resource and equipment allocations.
Background materialmay include:
client instructions
file notes
records of previous interviews
reports
results of preliminary inquiries.
Relevant personsmay include:
client
counsellor
industry or government representatives
investigative specialist
medical staff
police
security personnel
supervisor.
Business equipment and technology may include:
calculators
facsimile machines
standard commercial computer software and hardware
telephones.
Resources may include:
calculators
facilities
finance
information
information technology
interpreter
personnel
specialist services and support
time
transport.
Manufacturer's instructionsmay be found in:
equipment specifications
operator's manual
plans and diagrams
printed instruction leaflets
warranty documents.
Communication skillsmay include:
accepting and listening to responses
active listening
comprehension
displaying objectivity and impartiality
frank and fair questioning
negotiation
note-taking
positive body language
reading accurately
speaking clearly
summarising
writing.
Interpersonal techniquesmay 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
providing and receiving constructive feedback
questioning to clarify and confirm understanding
two-way communication
use of communication appropriate to cultural differences
use of positive, confident and cooperative language.
Social and cultural differencesmay relate to:
dress and personal presentation
food
language
religion
social conventions
traditional practices
values and beliefs.
Interview planmay include:
interview schedules
key questions
list of interview participants
presentation of physical evidence
sequence of activities.
Interview strategiesmay include consideration of:
avoiding cross-examinations
excluding leading questions
excluding multiple questions
interview method (direct questioning, empathetic questions)
interviewee status (disability, age, gender, ethnicity, race)
location and timing
strategies for developing rapport.
Contingenciesmay include:
age of interviewee (eg, minor)
allegations of misconduct
change in demeanour of interviewee
disclosed information
equipment failure
inadequate language skills
physical or psychological disabilities
refusal to answer questions
suspect request.
Protocols and proceduresmay include:
confidentiality assurances
informing interviewee of - their rights - the purpose of the interview - the sequence of activities - how the interview will be recorded
introductions
verification of identification.
Format requirementsmay include:
established style and structure
handwritten or typed
question and answer
record of interview (written, typed, audio, video).
Statementsmay include:
affidavits
records of interview
statutory declarations
witness record.
Proceduresfor taking statementsmay include:
clear and concise reporting
detailing in writing all statements made by interviewee
summarising of relevant points
taking contemporaneous notes.
Duly authorised personmay be:
justice of the peace
magistrate
solicitor.

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.
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:
effectively planning the sequence of key questions for eliciting relevant information and arranging appropriate resources, equipment and location for the conduct of interviews
conducting interviews and meetings using appropriate interpersonal techniques and taking accurate and complete contemporaneous notes and statements
collecting information in an accurate and systematic manner and handling all information in a safe and secure manner with due regard to confidentiality requirements and principles of evidence management.
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 plain English version of relevant statutes and procedures
access to a registered provider of assessment services
access to a suitable venue and equipment
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 could be assessed using the following methods of assessment:
observation of processes and procedures
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.