Elements and Performance Criteria

The range of variables relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.
Where reference is made to industry Codes of Practice, and/or Australian/international standards, it is expected the latest version will be used.
All personnel that conduct sampling and testing are required to communicate appropriately with internal and external customers in order to respond effectively to requests of a specialised technical nature.

This unit of competency requires access to the following types of information sources and documentation
information directories (organisational structure, telephone), online database and CD ROMS
personnel, such as: scientists; technical experts; quality managers; laboratory and production personnel and customer service

Workplace documents, such as
equipment manuals
laboratory records
NATA requirements
Australian Standards
certified laboratory reports
analysis report sheets (past and present)
organisational charts
standard operating procedures (SOPs)

Enterprise procedures governing, for example
receipt of requests
release of information and results, confidentiality needs of clients and customers
sample collection protocols and techniques for preserving sample integrity
handling and collection of native fauna and flora (Code 64)
filing systems, databases, laboratory records.
This unit of competency may also include the use of items of equipment or systems, such as: telephone, fax, email, computer software, databases, spreadsheets and Auslan.

Information may be provided to
internal and external customers
members of the public
authorities, including regulatory authorities
other enterprises, municipalities
engineers, scientists, other specialist staff.

It may be necessary to provide appropriate information regarding
a local situation
a person with a disability
a person from a particular cultural group
material classification and characteristics
technical and/or manufacturing knowledge of procedures
analysis and/or test results and their interpretation where authority permits
risk assessment, monitoring and minimisation
cost, quantity, time estimation
contractual variations and claims
site assessment and problems
data analysis, statistical interpretation.

Additional variables may apply for specific industry sectors
Manufacturing and food processing
It may be necessary to-
assess requests for changes to formulations and alterations to production processes
determine variations and their significance for compliance with relevant standards.
Biomedical and environmental
It may be necessary to provide responses to inquiries regarding sample collection and recollection protocol from-
patients, doctors, nurses and environmental health officers
collection staff and couriers.

Health, safety and environment
All operations to which this unit applies are subject to stringent health, safety and environmental (HSE) requirements, which may be imposed through State or Federal legislation, and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and HSE requirements, the HSE requirements take precedence.
All operations assume the potentially hazardous nature of samples and require standard precautions to be applied. Users should access and apply current industry understanding of infection control issued by the National Health and Medical Research Council and State and Territory Departments of Health. All operations are performed in accordance with standard operating procedures.

The Evidence Guide describes the underpinning knowledge and skills that must be demonstrated to prove competence.
Critical aspects of competency
Competency must be demonstrated in the ability to perform consistently at the required standard. The candidate must be able to assess requests for information and provide all verbal and written responses in a format that is easily understood by others and in accordance with workplace requirements.

In particular, the assessor should look to see that the candidate:

correctly prioritises requests for information
locates and synthesises the required information using appropriate sources
provides authorised information that is accurate, relevant, and in the required format
uses technical terminology appropriate to customer and avoids jargon
communicates in an efficient and polite manner, taking into account cultural diversity and disabilities
maintains security and confidentiality of information as required by enterprise procedures
records and files records of the request and information provided as required by enterprise procedures.

Underpinning knowledge

Competency includes the ability to apply and explain:


enterprise procedures relating to:

customer service for internal and internal customers with cognisance of cultural and social contexts
communication protocols
OHS and environmental regulations
customer information about enterprise products and services
technical details of methods, data and sample collection and the key features of laboratory results.
relevant health, safety and environment requirements.
An awareness of the laboratory's business goals and key performance indicators is required as a basis for dealing with customers.

Assessment context and methods
This unit of competency is to be assessed in the workplace or simulated workplace environment.

The following assessment methods are suggested:

examination of written records of advice and information given to a range of customers
feedback from customers that the information/advice provided was accurate, timely and in a useful format
feedback from supervisors that enterprise procedures were followed.
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency which are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.

Interdependent assessment of unit
This unit of competency may be assessed with any relevant technical unit of competency.

Resource implications

Resources may include:

information directories and databases
workplace documents
equipment, such as telephone, fax, computer equipment (email or online information systems).

This competency in practice
A sales office representative submitted a sample from a customer who had complained that the product was contaminated. A technical officer discussed the problem with the representative and traced the history of the product sample from production batch to the customer's tank. It was found that the product had been delivered to a distributor, who had then sold it to the customer. The technical officer was able to show that the sample should be taken from the distributor's tank rather than the customer's. With a clear understanding of sampling protocols and procedures, the technical officer was able to ensure effort was not wasted on analysing a sample that would not identify the cause of the problem. Direct communication with the representative made sure there were guidelines to prevent the problem happening again.

A technical officer in a government analytical laboratory often provides information to others about how a sample should be collected, received, labelled and its receipt recorded. This may occur when samples are collected:

for forensic analysis from a crime scene
at sporting events for the purpose of testing urine for performance enhancing drugs
for blood-alcohol determination.
The technical officer conveys instructions using a minimum of jargon about the method and times of collection, the holding temperature, chain of custody requirements and documentation of the sample source. In some cases, the officer may also specify additional requirements governing the safe storage and transport of infectious or hazardous materials.
A food processing company has a team of laboratory personnel that perform analysis of food products both for the company and on a fee-for-service basis for other enterprises. The laboratory often received phone requests for the early release of results when they were needed urgently. Sometimes when this occurred, the individual who performed the analyses was unavailable and no one else was sufficiently informed to provide a verbal report on the data. The laboratory personnel realised that they should organise the way they recorded their results so that everyone could access, understand and report them quickly. The team developed a centralised system of recording and filing the results. They also organised a series of brief training sessions to share information about the analyses that they performed.

The seven key competencies represent generic skills considered for effective work participation. The bracketed numbering against each of the key competencies indicates the performance level required in this unit. These are stand-alone levels and do not correspond to levels in the Australian Qualifications Framework (AQF).
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks.
Communicating ideas and information
(2)

Collecting analysing and organising information
(2)

Planning and organising activities
(2)

Working with others and in teams
(2)

Using mathematical ideas and techniques
(1)

Solving problems
(2)

Using technology
(2)