Unit of competency Outline

Date retreived
23/07/2026 5:17 AM AWST

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Provide information and assistance

Provide information and assistance

Unit of competency
National Code
SITXCCS101
State Code
WF739
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
24/02/2014
Field of Education
080701 - Tourism
Original Release Date
24/02/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities and services.
Notes
Elements and Performance Criteria
1. Access and update information.
  • 1.1 Source and access information on facilities and services.
  • 1.2 Incorporate information into day to day working activities.
  • 1.3 Support efficiency and quality of service by sharing information with colleagues.
  • 1.4 Identify and use opportunities to update and maintain facility and service knowledge.
2. Assist customers.
  • 2.1 Proactively identify information and assistance needs of customers, including those with special needs.
  • 2.2 Provide accurate information in a clear, courteous and culturally appropriate way.
  • 2.3 Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  • 2.4 Identify and use opportunities to promote internal products and services.
3. Seek feedback on services.
  • 3.1 Proactively seek feedback on services from customers.
  • 3.2 Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
  • 3.3 Provide information on customer feedback to relevant colleagues.
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 on facilities and services may relate to:
access
cloaking
direction or location of facilities
facilities for those with special needs
food and beverage
new activities, events or procedures
opening hours
operational changes
pricing
promotional activities
retail
ticket sales
times of activities or events.
Opportunities to update and maintain facility and service knowledge may include reference to:
discussions with colleagues
internal newsletters
leaflets and brochures
staff noticeboards
team meetings.
Feedback may be:
formal, including surveys, interviews and structured questioning
informal, including observation or casual discussion.
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 ability to:
access information on relevant services and facilities
provide information and assistance in response to multiple and diverse requests in a courteous and culturally appropriate manner.
Context of and specific resources for assessment
Assessment must ensure use of:
other people to allow for the demonstration of interpersonal skills.
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 observation of the individual providing assistance and information
use of case studies to assess ability to source different types of information for different purposes
written or oral questioning to assess knowledge of information sources and the role of information systems within the venue
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITTGDE101 Interpret aspects of local Australian Indigenous culture.
Replaces
State Code National Code Title Type
S6479 SITTVAF001A Provide venue information and assistance Unit of competency
Replaced By
State Code National Code Title Type
AWQ74 SITXCCS001 Provide customer information and assistance Unit of competency