Elements and Performance Criteria
- Process a request for information on issues and policies
- Document the request using the appropriate recording system
- Record relevant notes from dialogue with the client and from correspondence
- Seek and obtain approval to access information and forward requests where appropriate
- Listen actively to the client and question appropriately to clarify and elicit information
- Follow enterprise work health and safety policies
- Identify sources and extract information
- Identify, access and research relevant sources and locations of information
- Provide clear sequenced verbal instructions to colleagues who require assistance
- Evaluate workplace policies and documentation relevant to the request
- Locate and extract information relevant to the particular request
- Use alternative methods to locate identified gaps in information
- Evaluate information for meeting client request
- Prepare and finalise report