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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 may be from sources which are: | diagrammatic electronic numerical or statistical observed spoken visual or graphic written. |
Information may relate to: | assignment instructions or work tasks clients colleagues members of the public messages reports risks, hazards or incidents signage situations or occurrences unusual events. |
Assignment instructions may relate to: | assignment objectives and timeframes back-up support or assistance communication equipment and procedures instructions from client, supervisor or colleagues legislative requirements relating to work tasks Occupational Health and Safety (OHS) including use of personal protective clothing and equipment procedures in the event of communication loss resource and equipment needs use of force use of workplace documentation verbal and non-verbal reporting work tasks and procedures. |
Relevant personsmay include: | clients including young people colleagues members of the public specialist personnel supervisor suppliers of equipment or products technical experts. |
Social and cultural differencesmay be expressed in: | age beliefs, values or practices cognitive (intellectual) ability conventions of gender/sexuality cultural stereotypes dress ethnicity food or diet kinship, family structure and relationships language skills personal history and experiences which may be traumatic physical, emotional and intellectual differences race religious and spiritual observances social conventions traditional practices and observations. |
Communication techniquesmay include: | active listening being non-judgemental being respectful and non-discriminatory to others control of tone of voice, facial expression and body language demonstrating flexibility and willingness to negotiate interpreting non-verbal and verbal messages maintaining professionalism phone technique providing and receiving constructive feedback questioning and paraphrasing to clarify and confirm understanding use of appropriate body language use of communication appropriate to cultural differences use of language concepts familiar to young people use of positive, confident and cooperative language use of two-way communication. |
Communication channelsmay relate to: | communication with team members direct supervision formal reporting requirements organisational networks procedures for communication (including coded messages and use of abbreviations) written signage. |
Communication equipmentmay include: | computer facsimile machine megaphone mobile telephone public address system telephone two-way radio. |
Appropriate procedures and materials may relate to: | completion of incident report forms completion of shift logs electronic or paper-based reporting and information management systems hazard or risk notification monitoring software patrol authorities use of databases use of notebooks use of report sheets. |
Business equipment and technologymay include: | computers and software applications databases email facsimile machines internet, extranet or intranet modems personal schedulers photocopiers printers scanners. |
Relevant legislationmay relate to: | applicable commonwealth, state or territory legislation which affects work such as Acts covering: anti-discrimination aviation transport security children and young persons liquor maritime transport security OHS privacy registered clubs surveillance devices telecommunications telecommunications (consumer protection and service standards) telecommunications (interception) young offenders Australian standards and quality assurance award and enterprise agreements evidence collection freedom of information licensing arrangements and certification requirements relevant industry codes of practice trade practices use of force. |
Organisational requirements may relate to: | client service standards policies for ensuring privacy and confidentiality of information procedures for archiving electronic and hard-copy records procedures for recording, storing and destroying information standard of language, literacy and numeracy required use of organisational equipment and resources. |