This section describes the skills and knowledge and their level required for this unit

Required skills

analysis of information to identify problems and areas for improvement

complete workplace documentation and reports

information technology

literacy skills to understand and communicate security information reading writing speaking numeracy and listening

negotiation

numeracy skills to estimate time to complete work tasks and resource requirements

personal skills to relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

present a professional image

problem solving and negotiation

questioning to check understanding

research

risk assessment

Required knowledge

client service standards

difference between negative and positive language

differences between written and spoken English

duty of care requirements

how to read and use body language to gain confidence of clients

how to safeguard confidential information

how to use business equipment to present information

legislation regulations and contractual obligations applicable to providing security services

organisational policies and standards relating to the presentation of information for clients

organisational standards and procedures for client service

procedures and channels for reporting information

procedures for reporting evaluating and responding to client complaints

range of security services systems and equipment and their uses

rights and responsibilities of clients

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

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

A person who demonstrates competency in this unit must be able to provide evidence of understanding and knowledge of the following

complying with organisational policies and procedures and relevant legislation in dealing with security clients

working with clients to address security concerns or issues using effective communication and negotiation skills

responding promptly and sensitively to client complaints and evaluating and using feedback as the basis for improving client service and relationships

following agreed procedures for reporting and recording of client information and complaints processes and outcomes

in consultation with others using verifiable evidence to review and analyse service provision and level of client satisfaction

Context of and specific resources for assessment

Context of assessment includes

a setting in the workplace or environment that simulates the conditions of performance described in the elements performance criteria and range statement

Resource implications for assessment include

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules organisational policies and duty statements

Reasonable adjustments must be made to assessment processes where required for people with disabilities This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language literacy and numeracy capacity of the candidate and the competency being assessed In all cases where practical assessment is used it should be combined with targeted questioning to assess the underpinning knowledge

Oral questioning or written assessment may be used to assess underpinning knowledge In assessment situations where the candidate is offered a choice between oral questioning and written assessment questions are to be identical

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors team leaders or specialist training staff

Interpersonal techniquesmay include:

Legislative requirementsmay relate to:

Organisational requirementsmay relate to:

Social and cultural differencesmay be expressed in:

Communication skillsmay include:

Client service may relate to:

Special requirementsmay relate to:

Verifiable evidencemay include:

Client complaintsmay relate to:

Reportingmay include:

Relevant personsmay include:

Personal limitationsmay relate to:

Reportingmay include:

Documentationmay include: