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.
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.
Legislative requirementsmay relate to:
applicable commonwealth, state and territory legislation which affects work such as:
workplace safety
environmental issues
equal employment opportunity
industrial relations
anti-discrimination and diversity
Australian building codes and regulations
Australian Communications Authority cabling standards
Australian standards and quality assurance requirements
award and enterprise agreements
evidence collection
freedom of information
licensing arrangements and certification requirements
privacy requirements
relevant industry codes of practice
telecommunications
trade practices.
Organisational requirementsmay relate to:
access and equity policies, principles and practices
business and performance plans
client service standards
code of conduct, code of ethics
communication and reporting procedures
complaint and dispute resolution procedures
emergency and evacuation procedures
employer and employee rights and responsibilities
Occupational Health and Safety (OHS) policies, procedures and programs
own role, responsibility and authority
personal and professional development
privacy and confidentiality of information
quality assurance and continuous improvement processes and standards
resource parameters and procedures
roles, functions and responsibilities of security personnel
storage and disposal of information.
Social and cultural differencesmay be expressed in:
beliefs, values or practices
conventions of gender or sexuality
cultural stereotypes
dress
food or diet
language
religious and spiritual observances
social conventions
traditional practices and observations.
Communication skillsmay include:
active listening
comprehension
negotiation
note-taking
positive body language
questioning
reading accurately
speaking clearly
summarising
writing.
Client service may relate to:
dealing with conflict
efficient use of resources
handling and recording complaints
meeting agreed timelines
meeting allocated duties and responsibilities.
meeting budget and agreed costs
professionalism and conduct
regular communication and reporting
Special requirementsmay relate to:
control of exit from and access to premises
crowd control
emergency security services
escort of people and property
non-routine information or service provision
screening of property and people
urgent requests.
Verifiable evidencemay include:
auditable documentation and reports
client satisfaction questionnaire
feedback from lapsed clients
quality assurance data
records of complaints and actions taken for resolution.
Client complaintsmay relate to:
administrative errors such as incorrect invoices or prices
client needs not being met
damaged goods or goods not delivered
delays
poor standard of security services or performance
poor standard of service quality
products not delivered or installed on time or according to quality standards.
Reportingmay include:
completing documentation such as logs, journals and activity reports
completing police reports
completing written and computer reports
contacting designated personnel
recording security risk and incident details
requesting security assistance
verbal reporting to client or supervisor.
Relevant personsmay include:
colleagues
emergency personnel
legal representatives.
security consultant
supervisor
technical security experts.
Personal limitationsmay relate to:
being unsure of best method to complete task
compliance with OHS requirements
current competence level
difficulties in meeting timelines
inability to fulfil own role and responsibilities
licensing requirements
technical expertise
understanding of client requirements
understanding of legal requirements.
Reportingmay include:
completing documentation such as logs, journals and activity reports
completing police reports
completing written and computer reports
contacting designated personnel
recording security risk and incident details
requesting security assistance
verbal reporting to client or supervisor.
Documentationmay include:
actions and decisions taken to respond to complaint
client details
details of feedback and complaints
evidence of client satisfaction with response
improvements to products or services as a result of complaint.

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 understanding and knowledge of the following:
complying with organisational policies and procedures and relevant legislation in dealing with security clients
working with clients to address security concerns or issues using effective communication and negotiation skills
responding promptly and sensitively to client complaints and evaluating and using feedback as the basis for improving client service and relationships
following agreed procedures for reporting and recording of client information and complaints processes and outcomes
in consultation with others, using verifiable evidence to review and analyse service provision and level of client satisfaction.
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 a registered provider of assessment services
access to a suitable venue and equipment
access to plain English version of relevant statutes and procedures
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 should be assessed using 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.