Assessor Resource

DEFPL021
Obtain information from a client

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to individuals who apply a well established, sound, theoretical knowledge base in performing a range of communication tasks relating to clients.

This unit describes the competency required to collect and record information from a client under the instruction of a legal officer.

All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. In a Defence context, this means that there is no civilian need to hold this unit in order to meet licensing, legislative, regulatory or certification requirements.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessment must confirm the ability to:

collect and record information from a client under the instruction of a legal officer

The candidate must at all times comply with legislative requirements, policy and standards, and demonstrate an awareness of access, equity and diversity principles and practices.

Consistency in performance

Competency should be demonstrated in a range of actual or simulated workplace contexts.

Context of and specific resources for assessment

Context of assessment

Competency should be assessed in the workplace or in a simulated workplace environment.

Specific resources for assessment

Access is required to appropriate documentation and resources normally found in the work environment.

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.

This describes the essential skills and knowledge and their level, required for this unit.

Required Skills

clarify ideas

explore ideas in discussion

gather information from clients

prepare and proofread conversation transcripts and summaries of meeting outcomes

provide instructions to others

question others to obtain information

read and critically evaluate intricate legal documents

respond appropriately to clients who have specific needs

use legal vocabulary and grammatical structures to achieve precise meaning

Required Knowledge

accepted codes of conduct including those relating to:

compliance with reasonable direction

conflict of interest

duty of care

ethical behaviour

non-discriminatory practice

security, privacy and confidentiality

use of organisational resources

legal terminology and process relevant to the matter

relevant organisation policies and procedures

relevant court processes, current legislation and required documentation

scope of legal officer/support role and own responsibilities

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.

Relevant background material and additional information may include:

current file

previous dealings with client or relevant third party

relevant legislation and regulations

Organisation's policies and procedures may include:

accommodating specific client needs such as case manager, social worker

arranging meeting rooms

assigning the file matter number

contingencies

information sources

interviewing

performing conflict of interest check

protocol for contacting clients such as translator, interpreter

recording information

re-scheduling appointments

security/confidentiality/privacy procedures

updating files

verifying and authorising information/appointments

Contact with client may include:

contacting the client oneself

email

ensuring someone else contacts the client

interview

interview through an interpreter or other support person

letter

telephone interview

Appropriate questioning techniques may differ according to:

cultural background of the client

sensitivity of the matter

state of presentation of the client, for example:

communication issues

cooperativeness

defensiveness

emotion

hearing impairment

language the client speaks

being non-communicative

having a speech impairment

Obtaining information may include:

communicating:

in person

in writing

verbally

via a third party

Verifying information may include:

verifying personally

organising verification to be done via a third party

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
Nature of client needs and client matter are discussed and clarified with legal officer. 
Relevant background material and additional information is reviewed and analysed. 
Where applicable, for a new client, file is opened according to organisation's policies and procedures. 
Client is contacted, according to organisation's policies and procedures. 
Additional assistance from support staff is arranged to contact client, where necessary. 
Legal limits of own responsibility are clearly outlined to client and mutual expectation is established. 
Appropriate questioning techniques are used to obtain information from client. 
Client information is recorded and information gathered is verified. 
Clients are advised to obtain authorisations/clearances or authorisations/clearances are obtained for client, where appropriate. 
Timeframes for completion of client’s matter are arranged. 
Where appropriate, client is advised of outcome. 
Outcomes are recorded and filed in accordance with organisation’s policies and procedures. 

Forms

Assessment Cover Sheet

DEFPL021 - Obtain information from a client
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

DEFPL021 - Obtain information from a client

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: