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.
Investigationmay be:
factual
surveillance.
Investigative services may include:
conducting interviews and taking statements
evaluating evidence and information
gathering factual information
mobile and static monitoring of persons or property
surveillance by foot or vehicle.
Communication skillsmay include:
active listening
comprehension
note-taking
positive body language
negotiation
questioning
reading accurately
speaking clearly
summarising
writing.
Limitationsmay relate to:
authority to conduct investigation
being unsure of best method for investigation
current competence level
difficulties in meeting timelines
insufficient or outdated investigations technology or equipment
licensing requirements
technical expertise or knowledge relating to required investigation
understanding of investigative requirements
understanding or compliance with legal requirements.
Relevant personsmay include:
client
colleagues
investigations specialists
police
security personnel
supervisor.
Assignment instructions may include:
client identification information
incident and security risk response procedures
investigation purpose and objective
investigation tasks and procedures
investigation timeframe
personal presentation requirements
premises location and layout
reporting and documentation requirements
resource and equipment requirements
surveillance plan
travel routes and schedules.
Legislative requirementsmay relate to:
applicable commonwealth, state and territory legislation which affects investigative work such as:
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 on the use of recording devices
surveillance and listening devices.
Possible problemsmay relate to:
cash flow
delivery of services
insurance, time penalties, disputes
legal or licensing requirements
limited access to assistance and resources
limited access to investigative information
own investigative skills and knowledge
quality or currency of investigative equipment and technology
restricted access to subject of investigation
risks and hazards
vehicles
weather and environment conditions.
Evidencemay relate to:
audio evidence
documentation, records and information relating to investigation
facts which have been gathered
films or videos
photographs
sketches or drawings
statements
written and electronic notes.
Verifiable evidencemay include:
audit documentation and reports
complaints
customer satisfaction questionnaires
lapsed customers
quality assurance data.

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:
using communication skills to identify scope of required investigative services and advising client of available options
conducting an investigation to meet client needs ensuring evidence is valid and gathered in a legal manner
identifying and promptly handling possible problems and areas of client dissatisfaction and using these as the basis for improvements to service delivery
ensuring all investigative records and information are maintained with due regard to client confidentiality.
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.