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.
Information may include:
computer databases (e.g. library catalogue, customer records)
computer files (e.g. letters, memos and other documents)
correspondence (e.g. faxes, memos, letters, email)
financial figures
forms (e.g. insurance forms, membership forms)
invoices (e.g. from suppliers, to debtors)
personnel records (e.g. personal details, salary rates)
production targets
sales records (e.g. monthly forecasts, targets achieved)
Organisational requirements may include:
code of conduct/code of ethics
information protocols
legal and organisational policies, guidelines and requirements
management and accountability channels
OHS policies, procedures and programs
procedures for updating records
quality assurance and/or procedures manuals
security and confidentiality requirements
Methods of collecting information may include:
checking research provided by others
checking written material including referrals and client files
classification tools
individual research
information from other organisations
interviews with colleagues/customers
observation and listening
previous file records
questioning (in person or indirect)
recruitment applications and other forms
Interpersonal skills may include:
consultation methods, techniques and protocols
networking
seeking feedback from group members to confirm understanding
summarising and paraphrasing
using appropriate body language
Format may include:
adding headers and footers
incorporating graphics and pictures
inserting symbols
using legends
using a particular software application
using tables and charts
Technology may include:
answering machine
computer
email
fax machine
internet/extranet/intranet
photocopier
shredder
telephone
Systems may include:
information management systems
knowledge management systems
record management systems
Designated persons may include:
clients
colleagues
committee
external agencies
line management
statutory bodies
supervisor
Feedback may include:
audit documentation and reports
comments from clients and colleagues
customer satisfaction questionnaires
quality assurance data
returned goods

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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
providing accurate information for defined purposes
systematic maintenance and handling of data and documents
using business technology to manage information
knowledge of relevant legislation.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of information documents found in the workplace.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
analysis of responses to case studies and scenarios
demonstration of techniques
oral or written questioning to assess knowledge of organisational recordkeeping/filing systems
analysis of how information and materials were communicated to relevant people
review of documentation outlining future information needs.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBWRT301A Write simple documents
general administration units
other information management units.