Assessor Resource

BSBCCO503A
Manage data interrogation

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to frontline managers, including team leaders and supervisors, responsible for the management of a customer service system and customer service standards.

This unit describes the performance outcomes, skills and knowledge required to manage data interrogation from a variety of sources, including database systems.

It is expected that someone undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures. Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected according to organisational, legislative and regulatory requirements. It also requires efficient use of technology suitable for this activity.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

collate information in area of responsibility

demonstrate knowledge of statutory, regulatory and legislative requirements with regard to data interrogation

manage and train personnel.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

relevant legislation, standards and guidelines.

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 questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

review of statements or recording of details of calls

review of compliance with statutory, regulatory, legislative and organisational requirements

oral and/or written questioning to assess knowledge of storage and disposal of information.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to analyse information and data

communication skills to:

communicate with staff and stakeholders

use questioning and listening skills to understand and resolve issues raised

interpersonal skills to:

establish rapport and build relationships with customers, team members and stakeholders

establish relevant networks

literacy skills to:

prepare and compile statements and reports on complex concepts and ideas

write and interpret instructions

numeracy skills to test assumptions, taking the context of data and circumstances into account

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas

problemsolving skills to find innovative solutions to problems that arise

risk assessment and management skills to:

cover problems and challenges that may arise

monitor an organisation’s compliance with service level targets

self-management skills to:

manage self and others

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

benchmarking principles

customer expectations and processes for determining customer satisfaction with level of service

industry standards, best practice and regulatory requirements for service levels

organisational structure and key stakeholders

information types and their sources

procedures and security measures for accessing, storing, retrieving and sharing data from databases

range of contact data available and technology functionality and reporting capability

rights of individuals in relation to statement compilation

use of evidence of contact recording technology.

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 sourcesmay include:

community groups

community leaders

crime, accident or incident scenes

customers

fellow staff

general public

individuals

information databases

local government

local media

schools

specific target groups, in the case of opinion polls and surveys.

Informationmay include:

addressing public order and general community issues

assisting in an investigation

details of an incident or medical emergency

locating a specific person

location of witnesses

opinion poll or customer survey

progressing and supporting court hearings and matters.

Analysismay include:

causative or predictive

descriptive or explorative

quantitative and qualitative or both.

Analysis methodologymay include:

biographical analysis

comparative analysis

Delphi technique

demographic or geographic analysis

historical analysis

hypothesis development

link analysis

scenario generation.

Analysis processesmay include:

deductive: beginning with a hypotheses and testing it; lateral, critical or creative processes

inductive: interpreting raw information, identifying trends or patterns, and testing them

using problem-solving techniques and decision making.

Reduced informationmay include:

charts

diagrams

lists

summaries

tables.

Reduction and description processesmust include:

consideration of balance

critical evaluation of additional information collection

objectivity

testing of logical reasoning.

Supervisory processesmay include:

delegating

implementing

monitoring

overseeing

planning

reviewing

targeting.

Time availablemay include:

consideration of contingencies

consideration of past experiences

experience of operatives

methods to be employed

resources and equipment to be used.

Trainingmay include:

computer-based training

contracted training activity

demonstration

formal training

on-the-job training

reading

role play

vendor training.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify information sources 
Assist personnel to collect and record information according to legislation, policy and procedures 
Assist personnel to collate, sort and analyse collected information in relation to the purpose for which it is being obtained 
Identify information that is to be analysed and identify analysis methodology and analysis processes 
Assist personnel to reduce and describe subject to support the development of interpretations 
Review the appropriateness of the reduced information according to organisational processes 
Inform personnel how to archive information not used in the reduction and description processes for future reference 
Implement supervisory processes and checks and measures to ensure work is completed within time available 
3.1 Identify learners' personal skill gaps 
Provide appropriate on-the-job training opportunities to fill identified skill gaps and improve work performance 
Provide opportunities for personnel to ask questions and seek clarification on training and work performance matters 
Provide assistance to personnel to ensure compliance with organisational requirements and to access suitable training and assessment 

Forms

Assessment Cover Sheet

BSBCCO503A - Manage data interrogation
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO503A - Manage data interrogation

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: