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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. |
Interpersonal techniquesmay include: | active listening being respectful and non-discriminatory to others control of tone of voice and body language demonstrating flexibility and willingness to negotiate interpreting non-verbal and verbal messages maintaining professionalism providing and receiving constructive feedback questioning to clarify and confirm understanding two-way communication use of communication appropriate to cultural differences use of positive, confident and cooperative language. |
Legislative requirementsmay relate to: | applicable commonwealth, state and territory legislation which affects work such as: workplace safety environmental issues equal employment opportunity industrial relations anti-discrimination and diversity Australian building codes and regulations Australian Communications Authority cabling standards Australian standards and quality assurance requirements award and enterprise agreements evidence collection freedom of information licensing arrangements and certification requirements privacy requirements relevant industry codes of practice telecommunications trade practices. |
Organisational requirementsmay relate to: | access and equity policies, principles and practices business and performance plans client service standards code of conduct, code of ethics communication and reporting procedures complaint and dispute resolution procedures emergency and evacuation procedures employer and employee rights and responsibilities Occupational Health and Safety (OHS) policies, procedures and programs own role, responsibility and authority personal and professional development privacy and confidentiality of information quality assurance and continuous improvement processes and standards resource parameters and procedures roles, functions and responsibilities of security personnel storage and disposal of information. |
Social and cultural differencesmay be expressed in: | beliefs, values or practices conventions of gender or sexuality cultural stereotypes dress food or diet language religious and spiritual observances social conventions traditional practices and observations. |
Communication skillsmay include: | active listening comprehension negotiation note-taking positive body language questioning reading accurately speaking clearly summarising writing. |
Client service may relate to: | dealing with conflict efficient use of resources handling and recording complaints meeting agreed timelines meeting allocated duties and responsibilities. meeting budget and agreed costs professionalism and conduct regular communication and reporting |
Special requirementsmay relate to: | control of exit from and access to premises crowd control emergency security services escort of people and property non-routine information or service provision screening of property and people urgent requests. |
Verifiable evidencemay include: | auditable documentation and reports client satisfaction questionnaire feedback from lapsed clients quality assurance data records of complaints and actions taken for resolution. |
Client complaintsmay relate to: | administrative errors such as incorrect invoices or prices client needs not being met damaged goods or goods not delivered delays poor standard of security services or performance poor standard of service quality products not delivered or installed on time or according to quality standards. |
Reportingmay include: | completing documentation such as logs, journals and activity reports completing police reports completing written and computer reports contacting designated personnel recording security risk and incident details requesting security assistance verbal reporting to client or supervisor. |
Relevant personsmay include: | colleagues emergency personnel legal representatives. security consultant supervisor technical security experts. |
Personal limitationsmay relate to: | being unsure of best method to complete task compliance with OHS requirements current competence level difficulties in meeting timelines inability to fulfil own role and responsibilities licensing requirements technical expertise understanding of client requirements understanding of legal requirements. |
Reportingmay include: | completing documentation such as logs, journals and activity reports completing police reports completing written and computer reports contacting designated personnel recording security risk and incident details requesting security assistance verbal reporting to client or supervisor. |
Documentationmay include: | actions and decisions taken to respond to complaint client details details of feedback and complaints evidence of client satisfaction with response improvements to products or services as a result of complaint. |