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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Gather information
   • Consult and validate information and documentation with key people and information systems.
   • Use effective interpersonal and communication strategies to establish relationship of trust with key people.
   • Identify negative responses and adopt strategies to respond constructively to them.
   • Determine the purpose, process and expectations of inquiries and confirm agreement with key people.
   • Research information with a focus on factual data, contributing behaviour, attitudes and principal issues.
   • Use effective questioning strategies to enable a comprehensive and relevant exchange of information.
   • Encourage key people to identify and acknowledge problems and issues relevant to the inquiry.
2. Analyse information
   • Ensure the reliability of information by identifying and investigating contradictions, inconsistencies and lack of clarity.
   • Sort, collate and prioritise information according to the purpose and issues of the inquiry.
   • Formulate conclusions, recommendations and outcomes consistent with the information available.
   • Justify conclusions and recommendations with the available evidence and present them in the required style and format.
3. Report on inquiries
   • Gather information on inquiries from a range of relevant and valid source material.
   • Validate and authorise the information in the report, using a range of sources and methods.
   • Use information from other source material ethically, accurately and in context.
   • Use expression and language that is clear, concise and appropriate to the occasion and requirements
   • Prepare and distribute reports within agreed timeframes.
   • Communicate relevant and substantiated conclusions and recommendations to all relevant people in the required time and format.
4. Gather information
   • Consult and validate information and documentation with key people and information systems.
   • Use effective interpersonal and communication strategies to establish relationship of trust with key people.
   • Identify negative responses and adopt strategies to respond constructively to them.
   • Determine the purpose, process and expectations of inquiries and confirm agreement with key people.
   • Research information with a focus on factual data, contributing behaviour, attitudes and principal issues.
   • Use effective questioning strategies to enable a comprehensive and relevant exchange of information.
   • Encourage key people to identify and acknowledge problems and issues relevant to the inquiry.
5. Analyse information
   • Ensure the reliability of information by identifying and investigating contradictions, inconsistencies and lack of clarity.
   • Sort, collate and prioritise information according to the purpose and issues of the inquiry.
   • Formulate conclusions, recommendations and outcomes consistent with the information available.
   • Justify conclusions and recommendations with the available evidence and present them in the required style and format.
6. Report on inquiries
   • Gather information on inquiries from a range of relevant and valid source material.
   • Validate and authorise the information in the report, using a range of sources and methods.
   • Use information from other source material ethically, accurately and in context.
   • Use expression and language that is clear, concise and appropriate to the occasion and requirements
   • Prepare and distribute reports within agreed timeframes.
   • Communicate relevant and substantiated conclusions and recommendations to all relevant people in the required time and format.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

reading and summarising complex documents

submitting reports according to procedures related to urgency and risk

handling and storing information securely and safely

using the organisation’s information management system

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation’s policies and procedures related to interviewing, documenting and reporting

security of information, confidentiality and right to information

discriminative language

technical and professional language used in the work environment

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