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 in the performance criteria is detailed below.

Sources of visitor information may include:
brochures
timetables
local visitor guides
library and local council
local people
organisation information
room directories
maps
internet.


Visitor information must include:
organisation-specific information
local transport options
local attractions and events
general visitor facilities, including shopping locations, currency exchanges, post offices, banks and emergency services
specific shopping details, including local markets
restaurants, cafes and other dining venues
other facilities and services such as hairdressers, dentists and travel agencies
theatres and entertainment venues
sporting facilities
tours, local outings and trips
travelling routes
weather conditions.


Opportunities to update and maintain local knowledge may include:
talking and listening to colleagues and customers
participating in local familiarisation tours
visiting the local information centre
personal observation or exploration
watching television, videos and films
listening to radio
reading local newspapers
staff noticeboards
leaflets and brochures
team meetings
internal newsletters.


Culturally appropriate manner may involve:
using gestures
using simple words in English or other person's language
providing written material
avoiding eye contact
providing information in different formats to suit the individual.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this TrainingPackage.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to source accurate and current information on the local area
general knowledge of the local area sufficient to answer commonly asked customer questions relevant to job role
demonstration of skills on multiple occasions or in response to multiple requests reflecting breadth of knowledge and ability to respond to different situations.


Context of and specific resources for assessment
Assessment must ensure:
interaction with others in the provision of information to demonstrate appropriate interpersonal skills
use of current local area information.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
project to research visitor information for the organisation or local area
direct observation of the candidate using local knowledge to answer customer questions
oral or written questions to assess knowledge of local information and information sources
role-play to provide information for variety of different customers
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.