Elements and Performance Criteria

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.
Designated locations may include:
locked cupboard
locked storage room
safe facilities.
Details of lost and found items may include:
dates, times and location of loss
where items have been found, dates and times
description of item
customer contact details.
Communicationmay involve:
active listening
control of tone of voice and body language
interpreting non-verbal and verbal messages
language, verbal or non-verbal
questioning to clarify and confirm understanding
use of language and concepts appropriate to cultural differences
use of positive, confident and co-operative language.
Lost and found reports may include:
daily or weekly reports
logs, journals
verbal reports
manual and computer reports
written reports.

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:
communicate with the customer, interpret details and provide efficient and courteous lost and found services on multiple occasions
record clear descriptions of lost and found items in the register and write simple reports
complete investigation of lost items within deadlines determined by the customer or the organisation.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry environment where lost and found services are provided
secure storage for items
current commercial lost and found registers, procedures and reporting documents
customers with whom the individual can interact.
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, using role plays, of the individual providing lost and found services
review of lost and found registers and reports completed by the individual
written or oral questioning to assess knowledge of:
procedures
location of storage facilities
methods of investigating lost and found items
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:
SITHACS201 Provide porter services
SITHACS303 Provide accommodation reception services
SITXCCS302 Provide club reception services
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity.