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Elements and Performance Criteria

1. Prepare the response
   • Identify sources and locations of required information
   • Resolve any problems with accessing information in consultation with supervisor
   • Extract and copy the required information
   • Check that the information is accurate, complete and reliable and conforms to workplace requirements
   • Address any information gaps or deficiencies by sourcing additional information or obtaining inputs from relevant personnel
   • Keep the customer informed of progress when it is not possible to answer their request within the agreed timeframe
2. Receive and assess the request for environmental information
   • Confirm and record the source, nature and priority of the customer’s request
3. Redirect the request to relevant person
4. Check authority to release information according to workplace procedures and relevant personnel
   • Identify sources and locations of required information
5. Resolve any problems with accessing information in consultation with supervisor
6. Extract and copy the required information
7. Check that the information is accurate, complete and reliable and conforms to workplace requirements
8. Address any information gaps or deficiencies by sourcing additional information or obtaining inputs from relevant personnel
9. Keep the customer informed of progress when it is not possible to answer their request within the agreed timeframe
10. Provide environmental information
    • Write correspondence using clear, concise language and in the specified format
11. Check and revise text to ensure that the intended meaning is not ambiguous
12. Check spelling, punctuation and grammar and correct any errors
13. Select and use communication method according to the priority, cost and confidentiality involved and the customer’s facilities
14. Check that the information supplied meets the customer’s needs and, if not, take action
15. Record details of request and response
    • Record all details of the request and information supplied in accordance with workplace procedures
16. Notify other relevant personnel of request and response in accordance with workplace procedures
17. File or store records in the designated place in accordance with workplace procedures